Dynamics 365 Contact Center - Use role-based enforcement for recording and transcription downloads

🚨 The Signal: Dynamics 365 Contact Center now offers role-based controls to prevent unauthorized downloading of call recordings and transcripts. This enhances data protection by separating viewing from downloading permissions, reducing data exfiltration risk.

The Impact

Dynamics 365 Contact Center users are affected, reducing the risk of unauthorized sensitive data export.

  • Security Teams: Reduced risk of sensitive customer data exfiltration.
  • Compliance Officers: Improved ability to meet data governance requirements.
  • Admins: New granular controls for managing recording and transcript access.
  • Users: Restricted from downloading sensitive content if assigned deny roles.

The Action

  1. Identify Dynamics 365 Contact Center users who should not download recordings or transcripts.
  2. Navigate to the Power Platform admin center or Dataverse environment.
  3. Create or modify Dataverse security roles for relevant users.
  4. Assign 'Deny Recording Download' and/or 'Deny Transcription Download' roles as appropriate.

Domain: Other · Impact: high · Workload: Other · Essential Eight: Restrict Administrative Privileges · ISM: ISM-0445, ISM-1175, ISM-1380, ISM-1507, ISM-1508, ISM-1509, ISM-1647, ISM-1648, ISM-1650, ISM-1686, ISM-1688, ISM-1689, ISM-1883, ISM-1897, ISM-1898