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Dynamics 365 Customer Service: Support Not Applicable answer option for quality evaluation criteria
Quality evaluation criteria now support a "Not Applicable" answer option that excludes questions from scoring rather than penalizing evaluations. This improves accuracy when criteria don't apply to specific cases or interactions.
Microsoft's 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.