Zia Scores are AI-generated performance indicators that give sales managers and representatives an objective, data-driven measure of where each lead, contact, account, or deal stands — automatically calculated from CRM activity patterns, field values, and engagement history. Rather than relying on subjective assessment, Zia Scores provide a consistent 0–100 rating across your records, making it easier to prioritise follow-up, identify risk, and forecast outcomes.

The Five Score Types

Zia offers five distinct score types, split between those that work automatically from the moment they are enabled and those that require a training phase before generating scores.

Automatic Scores (No Training Required)

Health Score — Measures the overall health of a customer relationship by analysing the frequency and recency of engagement activity, including emails, calls, and meetings. A declining health score is an early indicator that a relationship may need attention.

Engagement Score — Reflects how actively a lead or contact is engaging with your team's outreach — including open rates, response rates, and activity patterns. High engagement scores indicate a warm relationship or strong interest.

Follow-Up Score — Tracks whether timely follow-up actions are being taken on records, scoring based on response times and the gap between scheduled and completed follow-up activities.

Training-Required Scores

Conversion Score — Predicts the likelihood that a lead or deal will convert to a positive outcome, based on patterns learned from your CRM's historical closed records. Requires a minimum of 75 records per condition in your training data before Zia can generate reliable scores.

Field Attribute Score — Scores records based on how closely their field values match the profile of your historically successful records. Unlike the Conversion Score, which focuses on outcome likelihood, the Field Attribute Score evaluates the demographic and characteristic fit of a record against your ideal customer profile.

Score Range and Bands

All Zia Scores are expressed on a 0–100 scale, divided into three performance bands:

Each record's score is accompanied by a scorecard breakdown — visible on the record detail page — showing which factors contributed to the score and how each component is performing. This transparency makes the score actionable rather than simply informational.

Setting Up a Zia Scoring Rule

Scoring rules are configured at organisation level by an administrator. Follow these steps:

1. Navigate to Setup > Automation > Scoring Rules and click Create Rule.
2. Select Zia Score as the scoring type (rather than a manual scoring rule).
3. Choose the module and layout the rule will apply to — for example, Leads or Deals.
4. Select the score type (Health, Engagement, Follow-up, Conversion, or Field Attribute).
5. For training-required score types, provide the training data configuration — specifying the conditions that define a successful outcome in your historical records.
6. Save the rule to activate it. Zia will begin scoring new and edited records from this point forward.

Important Considerations

• A minimum of 200 records must exist in the module before a Zia Score rule can be created.
• Training-based scores (Conversion and Field Attribute) additionally require at least 75 records per condition in the training dataset.
• Organisations on Enterprise can create up to 5 scoring rules; Ultimate organisations can create up to 10.
• The Manage Configuration permission is required to create and manage scoring rules.

Availability