Dynamics 365 Customer Service - Validate knowledge and process adherence with evaluations

We are announcing the ability to validate knowledge and process adherence with Quality Evaluation Agent knowledge source in Dynamics 365 Customer Service. This feature will reach public preview on October 30, 2026.

How does this affect me?
This feature allows you to evaluate agent interactions against approved knowledge and business processes. With Quality Evaluation Agent knowledge source adherence, supervisors can create evaluation criteria that reference specific knowledge articles or sources. They define targeted questions that verify whether agents follow required steps, use accurate information, and adhere to documented guidance during customer interactions. Knowledge-based questions can be scored or treated as compliance checks, making it easy to identify gaps, reinforce standards, and drive continuous improvement. This capability integrates seamlessly with Quality Evaluation Agent’s evaluation framework, supporting versioning and simulations so supervisors can validate knowledge-adherence criteria before publishing them for live quality evaluations.

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