Dynamics 365 Customer Service: Workforce engagement management - Manage policy strictness to enforce governance policies Beta
Data as of 2 hours ago (26 October 2026)
Description
This feature introduces policy strictness control, enabling organizations to define how rigorously each governance policy evaluates and flags potential violations in outgoing emails. Governance policies serve as real-time guardrails, ensuring communications adhere to business, legal, and compliance standards before they are sent to customers. With this enhancement, supervisors can configure the strictness level for each policy. Lower strictness settings apply more lenient enforcement, reducing false positives and allowing borderline scenarios to pass, while higher settings perform more rigorous checks to identify subtle or potentially risky violations. This flexibility allows organizations to align policy enforcement with their compliance requirements and risk tolerance. All policies are set to medium strictness by default, providing a balanced level of enforcement. Organizations can then adjust strictness levels per policy depending on the nature of the rule. For example, highly sensitive policies, such as those related to data protection or regulatory compliance, can be configured with stricter enforcement, while policies focused on tone or content guidance can be set to be more lenient to avoid unnecessary disruptions. At runtime, the governance policies use the configured strictness level to determine how policy violations are flagged when outgoing emails are evaluated. This ensures that enforcement is consistent and adaptable across different policy types and business scenarios. By enabling strictness control at the policy level, organizations can fine-tune governance enforcement without modifying the underlying policy definitions, helping balance compliance protection, agent productivity, and a seamless customer communication experience. Business Value: Take control of how your governance policies handle outbound email violations. With adjustable strictness levels, you can cut down on false positives when flexibility matters or apply tighter controls for sensitive situations. This balance helps you build confidence in AI-driven enforcement while keeping your policies aligned with your risk tolerance, compliance requirements, and business goals. Enabled for: Enabled by admins/makers/marketers for end users
Change history
Added to the roadmap 23 October 2026. Tracked here since 24 October 2026. Earliest target we recorded: July 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 24 October 2026. Changes appear here as Microsoft updates the feed.