Dynamics 365 Contact Center: Out of the box real time translation on digital channels
🚨 The Signal: Dynamics 365 Contact Center now includes out-of-the-box real-time translation for digital channels. This introduces a new third-party translation service, potentially exposing sensitive customer data to an external provider.
The Impact
Dynamics 365 administrators and security teams are affected by the introduction of a new third-party data processing service, increasing data exposure risk.
- Dynamics 365 administrators: Must review and configure new translation settings to prevent unintended data exposure.
- Security teams: Need to assess the data handling practices of the integrated translation service for compliance.
- Compliance officers: Must verify that customer data processed by the translation service adheres to data residency and privacy regulations.
- End-users (service reps): Will use the feature, potentially processing sensitive data through an external service.
The Action
- Review Dynamics 365 Contact Center documentation for details on the integrated translation service provider and its data handling policies.
- Assess the data residency and privacy compliance of the translation service provider against organizational and regulatory requirements.
- Configure Dynamics 365 Contact Center translation settings to restrict usage or data types if the service does not meet compliance standards.
- Implement data loss prevention (DLP) policies within Dynamics 365 to monitor and prevent sensitive information from being sent to the translation service.
- Communicate data handling guidelines to service representatives using the real-time translation feature.
Domain: Other · Impact: high · Workload: Other