Dynamics 365 Customer Service: Workforce engagement management - Create capacity plans for planning groups

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 t…