MC1255709 — Dynamics 365 Customer Service – Define critical questions in evaluation criteria

We are announcing the ability to define critical questions in evaluation criteria in Dynamics 365 Customer Service. This feature will reach general availability on April 17, 2026. How does this affect me? Critical questions allow users to mark questions within an evaluation criterion as critical and define the specific responses that result in failure. When the evaluation criteria are applied during an evaluation run and if any critical question fails, the entire evaluation is automatically mark...