{"id":17862,"date":"2026-08-14T08:01:51","date_gmt":"2026-08-13T23:01:51","guid":{"rendered":"https:\/\/m365jp.net\/?p=17862"},"modified":"2026-08-14T08:13:32","modified_gmt":"2026-08-13T23:13:32","slug":"mc1454352-dynamics-365-customer-service-validate-knowledge-and-process-adherence-with-evaluations","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2026-08-14-mc1454352-dynamics-365-customer-service-validate-knowledge-and-process-adherence-with-evaluations","title":{"rendered":"MC1454352 | Dynamics 365 Customer Service &#8211; Validate knowledge and process adherence with evaluations"},"content":{"rendered":"<div class=\"postie-post\">\n<div>\n<hr>\n<table id=\"section\">\n<tbody>\n<tr>\n<th width=\"95%\">MC1454352 | Dynamics 365 Customer Service &#8211; Validate knowledge and process adherence with evaluations<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr>\n<table id=\"data\">\n<tbody>\n<tr>\n<th>Classification<\/th>\n<td>stayInformed<\/td>\n<\/tr>\n<tr>\n<th>Last Updated<\/th>\n<td>08\/13\/2026 22:52:13<\/td>\n<\/tr>\n<tr>\n<th>Start Time<\/th>\n<td>08\/13\/2026 22:52:00<\/td>\n<\/tr>\n<tr>\n<th>End Time<\/th>\n<td>09\/13\/2026 22:52:00<\/td>\n<\/tr>\n<tr>\n<th>Message Content<\/th>\n<td>We are announcing the ability to validate knowledge and process adherence with Quality Evaluation Agent knowledge source in Dynamics 365 Customer Service. This feature will reach public preview on August 28, 2026.<\/p>\n<p>  <b>How does this affect me?<\/b><br \/>  This feature allows you to evaluate agent interactions against approved knowledge and business processes. With Quality Evaluation Agent knowledge source adherence, supervisors can create evaluation criteria that reference specific knowledge articles or sources.   They define targeted questions that verify whether agents follow required steps, use accurate information, and adhere to documented guidance during customer interactions. Knowledge-based questions can be scored or treated as compliance checks, making it easy   to identify gaps, reinforce standards, and drive continuous improvement. This capability integrates seamlessly with Quality Evaluation Agent\u2019s evaluation framework, supporting versioning and simulations so supervisors can validate knowledge-adherence criteria   before publishing them for live quality evaluations.<\/p>\n<p>  <b>What action do I need to take?<\/b><br \/>  This message is for awareness, and no action is required.<\/td>\n<\/tr>\n<tr>\n<th>Machine Translation<\/th>\n<td>Dynamics 365\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3044\u3066\u3001\u54c1\u8cea\u8a55\u4fa1\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u77e5\u8b58\u30bd\u30fc\u30b9\u3092\u4f7f\u3063\u3066\u77e5\u8b58\u304a\u3088\u3073\u30d7\u30ed\u30bb\u30b9\u306e\u9075\u5b88\u3092\u691c\u8a3c\u3067\u304d\u308b\u6a5f\u80fd\u3092\u767a\u8868\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306f2026\u5e748\u670828\u65e5\u306b\u30d1\u30d6\u30ea\u30c3\u30af\u30d7\u30ec\u30d3\u30e5\u30fc\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>  <b>\u3053\u308c\u304c\u79c1\u306b\u3069\u3046\u5f71\u97ff\u3059\u308b\u306e\u3067\u3057\u3087\u3046\u304b?<\/b><br \/>  \u3053\u306e\u6a5f\u80fd\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u9593\u306e\u3084\u308a\u53d6\u308a\u3092\u627f\u8a8d\u3055\u308c\u305f\u77e5\u8b58\u3084\u30d3\u30b8\u30cd\u30b9\u30d7\u30ed\u30bb\u30b9\u3068\u6bd4\u8f03\u3057\u3066\u8a55\u4fa1\u3067\u304d\u307e\u3059\u3002Quality Evaluation Agent\u306e\u77e5\u8b58\u6e90\u9075\u5b88\u306b\u3088\u308a\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u7279\u5b9a\u306e\u77e5\u8b58\u8a18\u4e8b\u3084\u60c5\u5831\u6e90\u3092\u53c2\u7167\u3059\u308b\u8a55\u4fa1\u57fa\u6e96\u3092\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002\u5f7c\u3089\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5fc5\u8981\u306a\u624b\u9806\u3092\u5b88\u308a\u3001\u6b63\u78ba\u306a\u60c5\u5831\u3092\u4f7f\u7528\u3057\u3001\u9867\u5ba2\u5bfe\u5fdc\u6642\u306b\u6587\u66f8\u5316\u3055\u308c\u305f\u6307\u91dd\u306b\u5f93\u3063\u3066\u3044\u308b\u304b\u3069\u3046\u304b\u3092\u691c\u8a3c\u3059\u308b\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u7d5e\u3063\u305f\u8cea\u554f\u3092\u5b9a\u7fa9\u3057\u307e\u3059\u3002\u77e5\u8b58\u30d9\u30fc\u30b9\u306e\u8cea\u554f\u306f\u63a1\u70b9\u307e\u305f\u306f\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u30c1\u30a7\u30c3\u30af\u3068\u3057\u3066\u6271\u3046\u3053\u3068\u304c\u53ef\u80fd\u3067\u3001\u30ae\u30e3\u30c3\u30d7\u306e\u7279\u5b9a\u3001\u57fa\u6e96\u306e\u5f37\u5316\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u306e\u63a8\u9032\u304c\u5bb9\u6613\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306fQuality   Evaluation Agent\u306e\u8a55\u4fa1\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u3068\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408\u3055\u308c\u3001\u30d0\u30fc\u30b8\u30e7\u30f3\u7ba1\u7406\u3084\u30b7\u30df\u30e5\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u652f\u63f4\u3057\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u304c\u77e5\u8b58\u9075\u5b88\u57fa\u6e96\u3092\u691c\u8a3c\u3057\u3066\u304b\u3089\u30e9\u30a4\u30d6\u54c1\u8cea\u8a55\u4fa1\u306b\u5411\u3051\u305f\u3082\u306e\u3092\u516c\u958b\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>  <b>\u3069\u3093\u306a\u5bfe\u5fdc\u3092\u53d6\u308c\u3070\u3044\u3044\u306e\u3067\u3057\u3087\u3046\u304b?<\/b><br \/>  \u3053\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u306f\u610f\u8b58\u5411\u4e0a\u306e\u305f\u3081\u306e\u3082\u306e\u3067\u3042\u308a\u3001\u884c\u52d5\u306f\u5fc5\u8981\u3042\u308a\u307e\u305b\u3093\u3002<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>MC1454352 | Dynamics 365 Customer Service &#8211; Validate knowledge and process adherence with evaluations Cl [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-17862","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/17862","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=17862"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/17862\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=17862"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=17862"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=17862"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}