Dynamics 365 Customer Service: Workforce engagement management - Create capacity plans for planning groups Beta
Data as of 2 hours ago (26 October 2026)
Description
This feature provides the following capabilities: When creating or editing a capacity plan, planners can select a Planning group. A capacity plan created from a forecast scenario automatically inherits the scenario’s planning group. This behavior keeps the forecast scenario and capacity plan aligned without requiring additional input. For a capacity plan created from an uploaded forecast file, planners can select the planning group manually. The capacity plan calculates staffing requirements from the combined demand of the queues and channels in the planning group instead of providing separate results for each queue. The capacity plan list includes a Planning group column that planners can use to sort and filter plans. Capacity plans created without a planning group continue to work as before. Access and prerequisites To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center. Business Value: Staffing decisions should focus on the entire team, not individual queues. Typically, one pool of representatives supports multiple queues and channels, but traditional capacity planning treats each queue separately. This creates multiple FTE estimates that planners must manually combine, often inflating requirements because shared staffing efficiencies are ignored. With planning group support, you can manage capacity for the whole group as one unit. A single plan covers all queues, so FTE, shrinkage, and service goals are based on the combined demand your team actually handles. This approach gives you accurate staffing needs and real cost efficiency instead of overstated totals from isolated queue calculations. Enabled for: Enabled by admins/makers/marketers for end users
Change history
Added to the roadmap 16 October 2026. Tracked here since 16 October 2026. Earliest target we recorded: August 2026 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 16 October 2026. Changes appear here as Microsoft updates the feed.