Skip to main content
🦉
Message CenterMicrosoft 365 Updates
HomePermissionsTenant FinderPortfolio
🦉
M365 Message Centerby Cengiz YILMAZ

Track the latest updates, features, and announcements for Microsoft 365 services. Comprehensive archive of service updates and important changes.

Quick Links

HomePermissionsTenant FinderPortfolio

Connect

© 2026 M365 Message Center. Created with ❤ by Cengiz YILMAZ

Data sourced from Microsoft 365 Message Center • Not affiliated with Microsoft

  1. Home
  2. /
  3. MC1255709

Dynamics 365 Customer Service – Define critical questions in evaluation criteria

Informational

Message ID

MC1255709
View in Admin Center

Services

Dynamics 365 Apps

Details

We are announcing the ability to define critical questions in evaluation criteria in Dynamics 365 Customer Service. This feature will reach general availability on April 17, 2026.

How does this affect me?
Critical questions allow users to mark questions within an evaluation criterion as critical and define the specific responses that result in failure. When the evaluation criteria are applied during an evaluation run and if any critical question fails, the entire evaluation is automatically marked as failed, regardless of other scores. This ensures that business-essential requirements such as compliance, safety, or mandatory disclosures are always enforced as part of quality standards.

Critical questions integrate with the Quality Evaluation Agent framework including criteria versioning and simulations allowing supervisors to validate changes before publishing while maintaining consistent, auditable quality outcomes.

What action do I need to take?
This message is for awareness, and no action is required.

Timeline

Published
Mar 19, 2026
Message published to Message Center
Updated
Mar 19, 2026
Message content updated
End Date
May 17, 2026
Message timeline ends

Tags

#New feature

Category

Stay Informed

Related Messages

Similar updates

MC1254454

Dynamics 365 Sales - Improve opportunity context with AI-based data enrichment

Mar 17, 2026
MC1254451

Dynamics 365 Sales - Modern, in-flow email template picker for Sequences

Mar 17, 2026
MC1253514

Dynamics 365 Customer Service - Control evaluation volume with sampling

Mar 16, 2026
MC1242602

Dynamics 365 Customer Service- Generate AI-driven dynamic forecasts with intelligent method selection

Mar 2, 2026
MC1242583

Dynamics 365 Sales – Close simple deals using Deal Close Agent to generate quotes and complete orders

Mar 2, 2026