Dynamics 365 Customer Service - Record and review full‑screen representative activity

We are announcing the ability to record and review full-screen representative activity in Dynamics 365 Customer Service. This feature will reach general availability on March 27, 2026.

How does this affect me?
This feature records full‑screen representative activity during customer interactions and uploads it for review, giving supervisors an exact view of what occurred in each session. The system records the active monitor, includes system audio when full‑screen capture is enabled, and securely uploads the file to Dataverse at session end. Local copies are automatically deleted to protect sensitive data.

Supervisors can review, download, and analyze recordings for coaching, quality assurance, and compliance. Each file includes metadata, such as case ID and representative name, for accurate identification and retrieval. Recordings support durations up to two hours with built‑in guardrails for performance and file size. As recordings are triggered by channel activity, no manual setup is required in automatic capture scenarios. For workflows requiring manual control, such as monitoring agents working on chats or cases, representatives can start and stop recordings manually.

Administrators can disable screen recording by uninstalling the Desktop Capture Application client, turning off channel‑based triggers, or configuring role‑based access so only authorized users can view or download recordings.

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