Microsoft 365 Roadmap
RM571301Dynamics 365 Customer Service: Quality evaluation supports custom Case-like records evaluation
Summary
Quality evaluation now supports on-demand evaluations for case-like custom entities in public preview. Organizations can extend evaluation capabilities beyond the standard case entity to supported custom Dataverse entities that follow a case-like service workflow. This enables teams to evaluate additional business records using the quality evaluation framework, while giving admins flexibility to configure evaluation entry points for their custom scenarios.