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Recorded 15 Oct 2026 at 12:20 UTC. This is what ChangeIntel recorded, including the title, summary, facts and links. It is not a statement of the source's current position. See the latest record.

Microsoft 365 roadmapMicrosoft 365 roadmap

Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria

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
Complete at observationRead 15 Oct 2026 at 12:20 UTC

Coverage describes the sources at this observation. A complete read then does not establish their current position.

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Changes are dated when recorded; day views use the last saved version from that UTC day, and citations stay fixed.

Cite this version
Field-level log (4)

Up to 100 recent field edits are shown; older edits may be outside retention.

  1. 15 Oct 2026 · 12:20:54 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  2. 15 Oct 2026 · 11:19:54 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
  3. 14 Oct 2026 · 11:54:40 UTC Source coverage: microsoft-365-roadmapIncomplete → Current
  4. 14 Oct 2026 · 11:22:42 UTC Source coverage: microsoft-365-roadmapCurrent → Incomplete
ChangeIntel

An IT change radar: releases, security, known issues, retirements, documentation changes, and service status from public sources. Every item links to supporting evidence; dates and statuses can change after they are read.

Sources read 11 Nov 21:06 UTC · 274 of 275 readable · 273 fully read · documentation 469/469 current

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