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

🚨 The Signal: Dynamics 365 Customer Service will gain a new feature allowing supervisors to evaluate agent interactions against approved knowledge and business processes. This helps ensure agents follow correct procedures and use accurate information, improving compliance and identifying training gaps.

The Impact

Supervisors are affected by new evaluation capabilities, reducing the risk of inconsistent customer service and non-compliance.

• Supervisors: Gain tools to enforce process adherence.
• Agents: Subject to more structured performance evaluations.
• Customers: Benefit from more consistent and accurate service.
• Organisations: Reduced risk of non-compliance and improved service quality.

Domain: M365-Apps · Impact: low · Workload: M365 Apps