Dynamics 365 Contact Center - Assign conversation to expert who engaged with the customer previously

🚨 The Signal: Dynamics 365 Contact Center will enable assigning conversations to previously engaged experts. This feature, leveraging historical context, could inadvertently expose sensitive customer interaction data to unauthorised personnel if not properly governed.

The Impact

Dynamics 365 administrators are affected by a new feature that could increase data exposure risk if access to historical customer interactions is not tightly controlled.

• Dynamics 365 Admins: Risk of misconfiguration leading to unauthorised access to sensitive customer conversation history.
• Security Teams: Need to review and potentially update data access policies for Dynamics 365 Contact Center.
• Compliance Officers: Potential for non-compliance with data privacy regulations if historical data is exposed inappropriately.

The Action

1. Review existing Dynamics 365 security roles and permissions for Contact Center users.
2. Define and implement assignment logic using natural language-based playbooks with a focus on least privilege.
3. Configure the lookback period for historical interactions to minimise data exposure.
4. Monitor audit logs for Dynamics 365 Contact Center to detect unusual access patterns to customer data.

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