Dynamics 365 Customer Service – Define critical questions in evaluation criteria

We are announcing the ability to define critical questions in evaluation criteria in Dynamics 365 Customer Service. This feature will reach general availability on April 17, 2026.

How does this affect me?
Critical questions allow users to mark questions within an evaluation criterion as critical and define the specific responses that result in failure. When the evaluation criteria are applied during an evaluation run and if any critical question fails, the entire evaluation is automatically marked as failed, regardless of other scores. This ensures that business-essential requirements such as compliance, safety, or mandatory disclosures are always enforced as part of quality standards.

Critical questions integrate with the Quality Evaluation Agent framework including criteria versioning and simulations allowing supervisors to validate changes before publishing while maintaining consistent, auditable quality outcomes.

What action do I need to take?
This message is for awareness, and no action is required.