Dynamics 365 Customer Service: Workforce engagement management - Enforce governance policies on email attachments

Microsoft's description

This feature extends governance capabilities to evaluate email attachments, closing a critical gap where sensitive or non-compliant information may exist outside the email body. When a user sends an email with attachments, the system automatically scans each document and applies configured governance policies. In the initial release, analysis is focused on plain text content within supported document types, such as Word and PDF files. Non-text elements, including images or embedded content, are excluded in this phase to ensure predictable and efficient processing. Every attachment included in an email is evaluated individually, and all applicable policies are enforced across each file. If multiple attachments are present, governance policies check all of them, ensuring that no document bypasses validation. If even a single attachment violates a configured policy, such as containing restricted content or failing compliance rules, the entire email is blocked from being sent. Administrators can configure policies to explicitly include attachment checks during policy setup. This allows organizations to apply governance selectively based on business needs, such as enforcing stricter controls for sensitive communications while maintaining flexibility for general scenarios. Existing policies can be updated to enable attachment analysis, while new policies can be configured to include attachments by default where required. To ensure transparency and accountability, all attachment evaluations are logged, including details such as which attachment triggered a violation and the reason for failure. Users are provided with clear feedback when an email is blocked, helping them quickly identify and correct issues before resending. This improves user experience while maintaining strong governance controls. Business Value: You can now apply governance controls to email attachments, not just the message body. This helps you stop sensitive or non-compliant content from being sent externally. By scanning attachment text, you catch policy issues early and block risky emails before they go out. That means stronger compliance, less data leakage, and consistent protection across every outbound channel. Enabled for: Enabled by admins/makers/marketers for end users