As customer service teams scale with AI, ensuring every customer interaction meets business policies, regulatory requirements, and brand standards has never been more critical.
Today, we’re excited to announce the general availability of Governance skill in the Quality Management agent for Dynamics 365 Customer Service—bringing proactive policy enforcement to outbound customer communications.
Build trust into every customer interaction
Governance evaluates outbound emails, whether agents write them or AI generates them, against business-defined policies before sending them. This ensures communications remain compliant, consistent, and aligned with your organization’s standards.
What’s new in GA
📎 Policy checks for email attachments
Governance now extends beyond the email body to text-based attachments. This process evaluates PDFs, Word documents, and text files for policy compliance before they reach customers, helping reduce risk and ensure communication integrity.
⚙️ Flexible policy strictness levels
Not all policies are equal. Organizations can configure Low, Medium, High, or Very High strictness levels to enforce policies with the right balance of sensitivity, accuracy, and business risk for each scenario.
Why it matters
- Reduce compliance risk by catching issues before emails are sent
- Ensure consistency across human and AI-generated responses
- Strengthen quality management with proactive and reactive insights
- Scale AI confidently with built-in governance controls
Get started today
Administrators can quickly set up governance policies, choose enforcement behaviors (flag or block), include attachment checks, and fine-tune strictness levels to match business needs. Simulation and reporting tools help validate and optimize policies before rolling them out broadly.
With Governance now generally available, Dynamics 365 Customer Service empowers organizations to deliver trusted, compliant, and high-quality customer communications at scale — helping teams move faster with confidence in every interaction.
Built for the Dynamics 365 Ecosystem
Governance and Quality Evaluation are skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.
Learn More
To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature.
