Dynamics 365 Contact Center - Assign customers to a previously engaged expert

🚨 The Signal: Dynamics 365 Contact Center will automatically re-route customers to previously engaged experts. This aims to improve efficiency and personalization, but introduces new data routing logic that requires security awareness.

The Impact

Dynamics 365 administrators and security teams are affected by new data routing, creating a low risk of unintended data exposure if not properly understood.

• Dynamics 365 Admins: Must understand new routing logic for data privacy.
• Security Teams: Need to assess data flow for compliance and potential exposure.

The Action

1. Review Dynamics 365 Contact Center documentation for new routing configurations.
2. Assess existing data handling policies against the new expert assignment feature.
3. Monitor audit logs for expert assignment activities once the feature is live.

Domain: M365-Apps · Impact: low · Workload: M365 Apps