Dynamics 365 Customer Service: Quality evaluation supports custom Case-like records evaluation
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 te
DIGITAL SKILL WORKS LTD / 12 PANES
What it is
Dynamics 365 Customer Service: Quality evaluation supports custom Case-like records evaluation is a Microsoft 365 roadmap item published via Microsoft Release Communications. Current status: In development.
What it does
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.
Why you should care
Board
Track as Horizon signal; decide whether it changes Wave 0 priority or stays on the watchlist.
CISO
Confirm identity, data access, and overshare exposure before enabling for broad cohorts.
CFO
Map licence or consumption impact to the frozen value case; avoid seat spray.
Adoption
Pilot with a named cohort and measure changed work, not vanity clicks.
Suggested action
Wave 0 first: Security → GRC → Cost & Value → Licence → Adoption. Add to Horizon watchlist with an owner. Pilot only after Steady controls for the affected surface are in place.
12 Panes: 03 Horizon
Communication needed
- Security: Assess exposure, Conditional Access, and agent/tool permissions.
- GRC: Update AI/agent register and evidence path; confirm DPIA triggers if personal data is in scope.
- FinOps: Forecast seat or credit impact; align to frozen value case.
- Adoption: Plan cohort messaging, clinics, and success measures.
- Comms: One story for board and staff — what changes, what does not, who owns risk.
Benefits
- May improve productivity on a specific Microsoft 365 surface when permissions and data quality allow.
- Roadmap visibility helps Horizon planning without guessing dates.
Risks
- Status and dates change; treat MRC as directional, not a contract.
- Enabling without Steady controls can amplify overshare or cost leakage.
- Preview or rolling features can change behaviour; fence exploration on Pane 12 Frontier.
Source
- MRC id: 571301
- Status: In development
- Products: Dynamics 365 Customer Service
- GA / disclosure: January CY2027
- Preview: October CY2026
- Platforms: Web
- Cloud instances: Worldwide (Standard Multi-Tenant)
- moreInfoUrls: —
- Open on Microsoft 365 Roadmap
Microsoft Release Communications / Microsoft 365 Roadmap (AI at Work). Content is subject to Microsoft API Terms of Use. Dates and status change; verify in the official roadmap before acting.