Roadmap › 571192

Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria

In development Dynamics 365 Contact Center Dynamics 365 Customer Service Web

General availability: 2026-09
Preview: —
Added: 21 Sep 2026
Last modified: 21 Sep 2026 23:04 UTC
First archived: 22 Sep 2026
Release rings: General Availability
Clouds: Worldwide (Standard Multi-Tenant)

Description

<p>Criteria questions now support a Not Applicable answer option. When a question is marked as not applicable, it is excluded from scoring instead of negatively affecting the evaluation score. This helps ensure evaluations remain accurate when a specific criterion does not apply to the case, interaction, or business scenario being reviewed.</p>