Microsoft has announced the general availability of Governance in Dynamics 365 Customer Service, introducing new capabilities to help organisations enforce business policies on outbound customer communications. The update enables businesses to strengthen compliance and reduce risk while maintaining consistent customer interactions.

Here's what you need to know:

Why use Governance Skill?
Governance reviews outbound emails against your organisation's policies before they're sent to customers. It helps reduce compliance risks while maintaining consistent communication across both human and AI-generated responses.
What's New in General Availability?
Governance now checks text-based attachments such as PDFs, Word documents, and text files for policy compliance before they leave your organisation. You can also configure policy strictness levels—from Low to Very High—to balance business risk, accuracy, and enforcement.
Why Your Organisation Should Care
Catch compliance issues before emails are delivered and strengthen trust in every customer interaction. With proactive governance controls, organisations can confidently scale AI while maintaining quality and regulatory standards.
Configure Governance Your Way
Administrators can quickly configure governance policies, choose whether to flag or block violations, and enable attachment scanning. Built-in simulation and reporting tools make it easy to test and refine policies before rolling them out across the business.
Built into Dynamics 365 Customer Service
Governance works alongside the Quality Evaluation Skill within the Quality Management Agent to deliver a complete quality and compliance framework. Together, they help organisations improve policy adherence, communication quality, and customer confidence at scale.

Strengthen customer relationships with a powerful Customer Relationship Management (CRM) system. Contact us today to discover how Dynamics 365 can help your business.