Dynamics 365 Customer Service: Workforce engagement management - Enable enhanced screen recording controls for admins Beta
Data as of 2 hours ago (26 October 2026)
Description
The enhanced screen recording capability offers greater flexibility and control, enabling organizations to manage recording behavior with more precision. Key enhancements include: Access all recording settings and configurations from Customer Service admin center > Quality Management. Enable or disable screen recording using a dedicated toggle. Capture call audio alongside screen recordings. Turn off the red border displayed around representative screens during active window recording. Allow users with the screen recording supervisor role to play recordings within the Customer Service workspace. Business Value: You get more control over how your team captures and reviews screen activity. Role-based access makes it easy to decide who can view or download recordings, helping you stay compliant and maintain oversight. You can also play recordings directly in the Customer Service workspace, so investigations move faster. These updates cut rework, save time, and make coaching and performance reviews more effective. Enabled for: Enabled by admins/makers/marketers for end users
Change history
Added to the roadmap 23 October 2026. Tracked here since 24 October 2026. Earliest target we recorded: July 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 24 October 2026. Changes appear here as Microsoft updates the feed.