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

🚨 The Signal: Dynamics 365 Contact Center will enable assigning customer conversations to previously engaged experts. This feature, leveraging historical context, could inadvertently expose sensitive customer interaction data to agents without appropriate need-to-know access.

The Impact

Dynamics 365 administrators are affected, with a potential risk of unauthorized access to sensitive customer interaction data if not properly configured.

• Dynamics 365 Administrators: Risk of misconfigured access controls leading to data exposure.
• Security Teams: Need to review and update data access policies for customer interaction history.
• Compliance Officers: Potential for non-compliance with data privacy regulations if historical data is not managed correctly.

The Action

1. Review existing Dynamics 365 security roles and access policies for Contact Center agents.
2. Define and implement assignment logic using natural language-based playbooks, ensuring least privilege for historical data access.
3. Configure the lookback period for historical interactions to minimize unnecessary data exposure.
4. Establish clear guidelines for agents regarding access and handling of historical customer conversation data.
5. Regularly audit agent access to historical conversation data to ensure compliance with security policies.

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