---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# View opportunity snapshot

# View opportunity scores and insights {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review AI-generated win probability scores and contextual insights for an opportunity to assess deal
health without opening individual activity, contact, or deal records. Use this to prioritize pipeline opportunities and identify risks.

## Before you begin

Opportunity scoring jobs must be activated and the ML model must be trained on the existing data before sales agents can view AI-generated scores and insights. For more information, see [Set up ML-based opportunity scoring and insights](https://www.servicenow.com/docs/YZsVBHcKc8lcYVT7vxaHpw "Give your sales team a win probability score and supporting insights on every open opportunity by training a machine learning (ML) model on your closed deals and activating the jobs that score opportunities.").

Role required: sales_agent

## Procedure

1. Navigate to WorkspacesCRM Workspace.
2. Select the List icon .
3. Navigate to OpportunityAll.
4. Select an opportunity record for which you want to view insights.
5. Select the Overview tab.
6. Review the AI Win Probability score and insights information available on the Scores and Insights card.  
   Opportunity scoring rates each open opportunity from 0 to 100 based on the patterns that a machine learning model finds in your closed deals. The score comes with plain-language insights that explain the factors behind it. Each score also maps to a rating that helps sellers triage their pipeline at a glance.{#view-opty-scores-insights__table-score-bands__entry__2}

   | AI Win Probability | Rating |
   |-|-|
   | 75 to 100 | Healthy |
   | 50 to 74 | On Track |
   | 25 to 49 | At Risk |
   | 0 to 24 | Critical |
   [Table 1. Score ranges and ratings]

   {#view-opty-scores-insights__table-score-bands}
   * AI Win Probability: A read-only score from 0 to 100 that the ML model calculates for each opportunity, representing the likelihood that the opportunity will close.
   * Rating: A qualitative label derived from the AI Win Probability score that indicates the health of the opportunity at a glance. The Rating field is present on the Details tab. It updates automatically when the score changes and can be manually overridden by a sales representative.
   {#view-opty-scores-insights__ul_lvh_kfq_kjc}  
   The Scores and Insights card also provides contextual, plain-language observations derived from opportunity signals, such as:
   * Competitor activity detected in recent meetings
   * Champion engagement patterns (for example, being unresponsive, canceling demos)
   * Benchmarks against similar deals (for example, "Opportunities with similar stall patterns have 35% lower close rate at this stage")
   {#view-opty-scores-insights__ul_mvh_kfq_kjc}
7. Review the AI Win Probability and Score Reasons fields in the Activity stream.  
   Score Reasons captures the plain-language rationale for each score computation. The system overwrites the previous rationale each time the model recalculates the score. This field is not shown on the opportunity form by default.
{#view-opty-scores-insights__steps_z43_bhs_dkc}
**Related tasks**   

* [Summarize an opportunity using ServiceNow Otto for Sales Automation](https://www.servicenow.com/docs/PJ_YNK~rJ~zcgGJxqKblFg "Generate an AI-powered summary of an opportunity in the CRM Workspace to get an immediate view of key details, customer needs, recent activity, and risks without reviewing multiple records.")

*[\>]: and then