We are announcing the ability to validate knowledge and process adherence with Quality Evaluation Agent knowledge source in Dynamics 365 Customer Service. This feature will reach public preview on October 30, 2026. How does this affect me? This feature allows you to evaluate agent interactions against approved knowledge and business processes. With Quality Evaluation Agent knowledge source adherence, supervisors can create evaluation criteria that reference specific knowledge articles or sources...
Applies to: Dynamics 365 Apps
Source: mc.merill.net — data via Merill Fernando's open archive (MIT).