BizCentralOrbit

0
Raise a Ticket

Announcing Screen Recording for Dynamics 365 Customer Service and Contact Center

In today’s complex support environments, resolving a customer issue rarely involves a simple, linear process. Agents frequently juggle multiple systems, reference internal knowledge bases, and update records simultaneously while interacting with the customer.

While transcripts, voice recordings, and chat logs are excellent for capturing what was said during a customer interaction, they often fail to capture how the work was actually performed. To bridge this gap, Microsoft has announced the introduction of Screen Recording in Dynamics 365 Customer Service and Dynamics 365 Contact Center.

This highly anticipated capability provides supervisors and compliance teams with secure, structured visibility into the agent’s on-screen workflow, enabling better coaching, objective quality evaluations, and stricter compliance monitoring.

Why Screen Context is a Game Changer

Without visibility into the agent’s screen, supervisors and Quality Assurance (QA) teams are left to infer how a resolution was reached. By adding screen context to the existing call and chat records, organizations can now:

  • Perform Accurate Quality Evaluations: See exactly how agents navigate systems and follow prescribed processes, removing the guesswork from QA.

  • Identify Training Gaps: Easily spot where agents struggle with complex UI navigation, allowing for targeted coaching and process improvements.

  • Reduce Time to Resolution: Analyze workflow breakdowns visually to understand why certain case types take longer to resolve.

  • Validate Compliance: Ensure agents are taking the required on-screen actions in highly regulated environments.

Key Capabilities and Flexibility

Screen Recording was designed as a unified capability serving both Customer Service and Contact Center workloads. It adapts naturally to the different ways agents manage their tasks:

  • Automatic Screen Recording: Can be configured to automatically capture the screen during live call conversations.

  • Manual Screen Recording: Service representatives working on multiple cases or async chats can manually trigger recordings when necessary.

  • Dataverse Storage: All screen recordings are securely uploaded to Microsoft Dataverse, integrating natively with your existing Dynamics 365 data structure.

Secure by Design: Trust and Governance

Because screen recordings inherently capture a wide array of on-screen data—some of which may be highly sensitive—Microsoft built this feature with strict security and governance controls.

  • Role-Based Access Control (RBAC): Access to record, review, or download screen recordings is strictly controlled by role-based permissions.

  • Admin-Managed Configuration: To balance visibility with usability and privacy, administrators maintain full control over the configuration and operational scoping of the recordings.

This design ensures that organizations can unlock deep operational insights without compromising the trust of their agents or violating enterprise and regulatory data policies.

For administrators looking to set this up, step-by-step guidance is available on Microsoft Learn: Configure Screen Recording in Dynamics 365.

To get more such useful information, please follow our LinkedIn page and you can also subscribe our you tube page.

YouTube Link: https://www.youtube.com/@bizcentralorbit

LinkedIn Link: https://www.linkedin.com/company/bizcentralorbit/posts/?feedView=all

If you want more updates and daily Blogs like “Can We Delete Posted Documents in Business Central?” click the link: https://bizcentralorbit.com/can-we-delete-posted-documents-in-business-central/

If you want more Demo and Tutorial videos like “How to create Special Order in Business Central” on Youtube click the link: https://www.youtube.com/watch?v=qFj_ECsOVrY

Raise a support ticket instantly by clicking the link: https://bizcentralorbit.com/contact-us/

Want to analyze any requirement and collaborate? Let’s work together to deliver the best solution! Please submit the details here: https://bizcentralorbit.com/bc-consultants/

18 thoughts on “Announcing Screen Recording for Dynamics 365 Customer Service and Contact Center”

  11. Soon Cormack

    Greetings

    List bizcentralorbit.com in Google’s Search Index and have it be visible in Google search results!

    Add bizcentralorbit.com today:

    helpindex.org

  12. Carroll Spellman

    Dear Sir/Madam

    List bizcentralorbit.com in Google’s Search Index so it can be visible in online search results!

    Register bizcentralorbit.com here:

    searchindex.net

  13. Alyssa Muncy

    Greetings

    Register bizcentralorbit.com in Google’s Search Index and have it appear in web search results!

    List bizcentralorbit.com here:

    helpindex.org

  14. Arpit Mishra

    Hi,

    I hope you’re doing well.

    I wanted to reach out and see if you are interested in improving your website’s http://bizcentralorbit.com visibility on Google and attracting more potential customers through SEO. We offer SEO solutions designed to help businesses increase organic traffic, improve keyword rankings, and generate quality inquiries.

    If this sounds interesting, I’d be happy to share our complete SEO packages, activities, timeline, and pricing details for your review.

    Looking forward to your response.

    Regards,
    Arpit

  15. Earle Saavedra

    Greetings

    Add bizcentralorbit.com in Google’s Search Index so it can show up in Google search results!

    Add bizcentralorbit.com today:

    indexhelp.pro

  17. krmmwin

    I was skeptical at first but this platform is legit. The customer service is very helpful and the withdrawal process is quick. Give krmmwin a try if you want a reliable site.

  18. Thelma Lefkowitz

    Hi

    I wanted to reach out and let you know about our new dog harness. It’s really easy to put on and take off – in just 2 seconds – and it’s personalized for each dog.
    Plus, we offer a lifetime warranty so you can be sure your pet is always safe and stylish.

    We’ve had a lot of success with it so far and I think your dog would love it.

    Get yours today with 50% OFF: https://caredogbest.com

    FREE Shipping – TODAY ONLY!

    Best,

    Thelma

Leave a Comment

Your email address will not be published. Required fields are marked *

0
    0
    Your Cart
    Your cart is empty
    Shipping, taxes, and discounts calculated at checkout.
    Continue Shopping
    Scroll to Top