M365 Archive

RM571192 - Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria

Microsoft 365 Roadmap

Summary

Criteria questions now support a Not Applicable answer option. When a question is marked as not applicable, it is excluded from scoring instead of negatively affecting the evaluation score. This helps ensure evaluations remain accurate when a specific criterion does not apply to the case, interaction, or business scenario being reviewed.

Roadmap ID

571192

View in M365 Roadmap

Published

Sep 21, 2026

Status

In development

Release

General Availability

Platforms

Web

Service

Dynamics 365 Contact Center
Dynamics 365 Customer Service

Tag

In development
General Availability
Worldwide (Standard Multi-Tenant)

Cloud

Worldwide (Standard Multi-Tenant)

Description

Criteria questions now support a Not Applicable answer option. When a question is marked as not applicable, it is excluded from scoring instead of negatively affecting the evaluation score. This helps ensure evaluations remain accurate when a specific criterion does not apply to the case, interaction, or business scenario being reviewed.

GA date: September CY2026