Recorded 22 Oct 2026 at 17:41 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position.
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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.
What it said
Roadmap ID
571302
Status
In development
General availability target
January CY2027
Preview target
September CY2026
Products
Dynamics 365 Contact Center, Dynamics 365 Customer Service
Clouds
Worldwide (Standard Multi-Tenant)
Release phases
General Availability, Preview
Platforms
Web
Added to the roadmap
21 Sep 2026 23:04 UTC
Last changed
21 Sep 2026 23:04 UTC
Source evidence when recorded
Microsoft 365 roadmap
IncompleteRead 22 Oct 2026 at 17:32 UTC
Coverage describes the sources at this observation. A complete read then does not establish their current position.
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