PreviewDynamics 365 Customer Service · Dynamics 365 Contact Center
Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria
Dynamics 365 Customer Service quality evaluation now supports knowledge sources in criteria questions, allowing organizations to ground quality checks in approved knowledge content. This preview capability is currently scoped to case and on-demand evaluations.
Microsoft's description
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.