Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria

🚨 The Signal: Dynamics 365 Customer Service quality evaluations now support a 'Not Applicable' option for criteria. This improves evaluation accuracy by excluding irrelevant questions from scoring, preventing skewed performance metrics.

The Impact

Customer Service managers and agents are affected, with no direct security risk.

• Customer Service Managers: Improved accuracy in agent performance evaluations.
• Customer Service Agents: Fairer evaluations as irrelevant criteria no longer negatively impact scores.

Domain: Other · Impact: low · Workload: Other