Dynamics 365 Customer Service: Quality evaluation supports knowledge source in criteria

🚨 The Signal: Dynamics 365 Customer Service can now evaluate interactions against approved knowledge sources. This improves the accuracy of quality checks by grounding them in official policies, enhancing compliance and consistency in customer service.

The Impact

Customer Service Managers are affected, with a low security risk related to ensuring evaluation criteria accurately reflect security policies.

• Customer Service Managers: Risk of misaligned evaluation criteria if knowledge sources are not security-vetted.
• Compliance Teams: Benefit from improved ability to demonstrate adherence to information handling policies.

The Action

1. Review knowledge sources used for quality evaluation criteria to ensure they align with security and privacy policies.
2. Ensure that only approved and current policy documents are designated as knowledge sources for evaluations.
3. Train quality evaluators on the importance of using security-vetted knowledge sources for assessments.

Domain: Other · Impact: low · Workload: Other