Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria Beta
Data as of 3 hours ago (26 October 2026)
Description
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.
Change history
Added to the roadmap 21 September 2026. Tracked here since 22 September 2026. Earliest target we recorded: January 2027 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 22 September 2026. Changes appear here as Microsoft updates the feed.