RM571301 - Dynamics 365 Customer Service: Quality evaluation supports custom Case-like records evaluation

Microsoft 365 Roadmap

Summary

Quality evaluation now supports on-demand evaluations for case-like custom entities in public preview. Organizations can extend evaluation capabilities beyond the standard case entity to supported custom Dataverse entities that follow a case-like service workflow. This enables teams to evaluate additional business records using the quality evaluation framework, while giving admins flexibility to configure evaluation entry points for their custom scenarios.

Published

Oct 6, 2026

Status

In development

Release

General Availability
Preview

Platforms

Web

Service

Dynamics 365 Customer Service

Tag

In development
General Availability
Preview
Worldwide (Standard Multi-Tenant)

Cloud

Worldwide (Standard Multi-Tenant)

Description

Quality evaluation now supports on-demand evaluations for case-like custom entities in public preview. Organizations can extend evaluation capabilities beyond the standard case entity to supported custom Dataverse entities that follow a case-like service workflow. This enables teams to evaluate additional business records using the quality evaluation framework, while giving admins flexibility to configure evaluation entry points for their custom scenarios.

GA date: January CY2027

Preview date: October CY2026