Dynamics 365 Customer Service: Workforce engagement management - Manage policy strictness to enforce governance policies

This feature introduces policy strictness control, enabling organizations to define how rigorously each governance policy evaluates and flags potential violations in outgoing emails. Governance policies serve as real-time guardrails, ensuring communications adhere to business, legal, and compliance standards before they are sent to customers.

With this enhancement, supervisors can configure the strictness level for each policy. Lower strictness settings apply more lenient enforcement, reducing false positives and allowing borderline scenarios to pass, while higher settings perform more rigorous checks to identify subtle or potentially risky violations. This flexibility allows organizations to align policy enforcement with their compliance requirements and risk tolerance.

All policies are set to medium strictness by default, providing a balanced level of enforcement. Organizations can then adjust strictness levels per policy depending on the nature of the rule. For example, highly sensitive policies, such as those related to data protection or regulatory compliance, can be configured with stricter enforcement, while policies focused on tone or content guidance can be set to be more…