Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria
Criteria questions can now use knowledge sources to help evaluate customer interactions. This allows organizations to ground evaluation criteria in approved knowledge content, policies, or guidance so quality checks can better reflect expected handling standards. This preview capability is scoped to case and on-demand evaluations. Product Release phase Preview Release date January CY2027Preview date: September CY2026 Platform Web Cloud Instance Worldwide (Standard Multi-Tenant) Created 2026-09-21 23:04:49Z Roadmap ID 571302 Roadmap Link https://www.microsoft.com/microsoft-365/roadmap?id=571302
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