Summary
- Dynamics 365 Customer Service and Dynamics 365 Contact Center are adding planning group support in the Forecast scenario.
- Forecasters can group multiple channels and queues into a single forecast unit to reduce scenario count and improve forecast accuracy.
- The forecast scenario create/edit form gets a Planning group field, and the list view gets a Planning group column for sorting and filtering.
- If Workforce Management capabilities are needed, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
- The feature is backward compatible; scenarios without a planning group keep existing editable fields and behavior.
Microsoft 365 Message Center ID: MC1456418
Primary Service: D365 Apps
Admin Impact: Low
User Impact: Medium
Release Start: 31 Aug 2026
Release End: 31 Aug 2026
Published: Aug 17, 2026
Last Modified: August 17, 2026
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps, Power Platform
History
8/17/2026 Item Added to Message Center
Microsoft Message
We are announcing planning group support in the Forecast scenario in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature will reach general availability on August 31, 2026.
How does this affect me?
With this feature, organizations running dozens of queues across multiple lines of business can forecast all their channels and queues as a single unit. This enables forecasters to maintain fewer scenarios, eliminate aggregation errors, and manage forecast accuracy at the level of the business.
Planning group support can be found via the forecast scenario create and edit form Planning group field. The forecast scenario list view includes a Planning group column, allowing forecasters to sort and filter scenarios by group. To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
When a planning group is selected, the Time zone, Channel, and Queue values are populated from the planning group definition and set to read-only, preventing divergence between the scenario and the group it represents. When no planning group is selected, Time zone, Channel, and Queue values remain editable, so existing scenario creation flows are unchanged, and the feature is fully backward compatible.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Create and manage forecast scenarios.