<p>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.</p>
Roadmap › 571302
Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria
- General availability
- 2027-01
- Preview
- 2026-09
- Added
- 21 Sep 2026
- Last modified
- 21 Sep 2026 23:04 UTC
- First archived
- 22 Sep 2026
- Release rings
- General Availability, Preview
- Clouds
- Worldwide (Standard Multi-Tenant)
Description
© Microsoft — from the Microsoft 365 Roadmap · View on microsoft.com · Content notice