Dynamics 365 Customer Service: Quality evaluation supports custom Case-like records evaluation

🚨 The Signal: Dynamics 365 Customer Service now allows quality evaluations on custom 'case-like' records. This expands the scope of auditable business processes, potentially increasing data visibility and compliance requirements for custom data.

The Impact

Dynamics 365 administrators and data governance teams are affected, with a risk of unmanaged data exposure if custom entity evaluation policies are not defined.

• Dynamics 365 Admins: Must configure new evaluation policies for custom entities.
• Data Governance Teams: Need to update policies for custom entity data handling.
• Compliance Officers: Must verify custom entity data evaluation aligns with regulatory needs.
• Security Teams: Risk of unmonitored custom data if evaluation is not implemented.

The Action

1. Identify all custom Dataverse entities that are 'case-like' and used for service workflows.
2. Review existing data classification and retention policies for these custom entities.
3. Configure quality evaluation settings for relevant custom entities within Dynamics 365 Customer Service.
4. Update data governance documentation to include evaluation of custom 'case-like' records.
5. Communicate changes to data owners and compliance stakeholders.

Domain: Other · Impact: medium · Workload: Other