Dynamics 365 Customer Service – Enable enhanced screen recording controls for admins [MC1302880]

Message ID: MC1302880 (Updated)
We are announcing the ability to enable enhanced screen recording controls for admins in Dynamics 365 Customer Service. This feature will reach general availability on June 27, 2026.

How does this affect me?
This enhanced version of screen recording expands support for manual start and stop recording in non-voice scenarios such as chat, case-in-focus, and queue-presence workflows. This allows customer service representatives to control recordings directly from the UI when automatic triggers are not appropriate. Role-based access is refined so supervisors, auditors, and customer service representatives have clearly differentiated permissions to view or download recordings.

This feature provides admins with the following capabilities:

• Enable manual recording for non-voice engagements through settings.
• Specify which roles can start, stop, review, or download recordings using existing security roles.
• Disable individual capabilities at any time by turning off the relevant settings or removing role permissions.
• Manually link recordings to cases or conversations when sessions don’t originate from voice calls, ensuring recordings are attached to the correct entity.
• All new capabilities are disabled by default to provide admins time to validate policies and workflows before enabling additional controls.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit Enable enhanced screen recording controls for admins.

Source: Microsoft

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