Dynamics 365 Customer Service: Inactivate quality evaluation records

🚨 The Signal: Dynamics 365 Customer Service now allows inactivating quality evaluation records. This improves data accuracy by excluding erroneous evaluations from scoring and reporting, ensuring more reliable performance metrics.

The Impact

Quality managers are affected, with a low security risk related to data integrity of performance metrics.

• Quality Managers: Risk of inaccurate reporting reduced.
• Auditors: Improved reliability of quality evaluation data.
• Leadership: Better insights from accurate performance metrics.

The Action

1. Review existing quality evaluation processes for potential errors.
2. Train quality managers on the new inactivation feature.
3. Establish clear guidelines for when to inactivate evaluation records.
4. Monitor the use of the inactivation feature to ensure proper application.

Domain: Other · Impact: low · Workload: Other