Dynamics 365 Customer Service - Policy strictness control for governance rules

🚨 The Signal: Dynamics 365 Customer Service now allows tuning policy strictness for outbound emails. This feature enables organisations to balance compliance with productivity by adjusting how aggressively policy violations are flagged, impacting data protection and regulatory adherence.

The Impact

Security teams and compliance officers are affected by new controls to manage data leakage risks in outbound customer service emails.

• Security Teams: New configuration options to prevent sensitive data exposure.
• Compliance Officers: Enhanced ability to enforce regulatory requirements for email content.
• Dynamics 365 Admins: Responsibility for configuring and monitoring policy strictness.
• Customer Service Agents: Potential changes in how their outbound emails are flagged for policy violations.

The Action

1. Review existing data loss prevention (DLP) policies relevant to Dynamics 365 Customer Service.
2. Assess current compliance requirements for outbound email content.
3. Plan for configuring policy strictness levels in Dynamics 365 Customer Service upon GA.
4. Develop a monitoring strategy for flagged policy violations post-implementation.

Impact: medium · Workload: Microsoft Purview