Dynamics 365 Customer Service and Dynamics 365 Contact Center - Planning group support in Adherence historical analytics

🚨 The Signal: Dynamics 365 Customer Service gains 'planning group' support in adherence analytics. This allows workforce managers to scope historical analysis and compare adherence across groups, potentially exposing sensitive operational data if not properly secured.

The Impact

Workforce managers gain new reporting filters, creating a minor security risk if access to these reports is not appropriately restricted.

• Workforce Managers: Enhanced reporting capabilities, but potential for over-privileged access to sensitive performance data.
• Security Teams: Need to review access controls for Dynamics 365 Customer Service reports to prevent unauthorized data exposure.

The Action

1. Review existing Dynamics 365 Customer Service security roles and privileges via Power Platform admin center.
2. Ensure that only authorized workforce managers have access to adherence historical analytics reports.
3. Verify that planning group data within Dynamics 365 is classified and protected according to ISM and PSPF guidelines.

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