Summary
- Dynamics 365 Customer Service and Dynamics 365 Contact Center gain the ability to create capacity plans for planning groups, allowing multiple queues to be treated as a single planning unit.
- Workforce Management planning becomes more efficient by combining queues and calculating staffing needs across a shared staff pool instead of building separate plans per queue.
- When plans are created from a forecast scenario, the planning group is derived automatically to keep the forecast and capacity plan aligned.
- To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
- Microsoft states this is for awareness only and no action is required for the feature announcement itself.
Microsoft 365 Message Center ID: MC1465492
Primary Service: D365 Apps
Admin Impact: Medium
User Impact: Medium
Release Start: 31 Aug 2026
Release End: 31 Aug 2026
Last Modified: September 1, 2026
Category: Stay informed
Tags: New feature
Status: Launched
Products & Platforms: Dynamics 365 Apps
History
9/1/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to use planning groups to treat multiple queues as a single unit to calculate the capacity that is needed for operations more efficiently within Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature reached general availability on August 31, 2026.
How does this affect me?
With this feature, instead of building capacity plans for each queue and manually calculating overall staffing needs across queues, planning groups can combine queues to more efficiently plan capacity by considering the entire pool of staff shared across queues as a single unit. When a plan is built from a forecast scenario, the planning group is derived automatically from that scenario, keeping the forecast and capacity plan aligned to the same group with no additional input from the planner.
To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
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 capacity plans for planning groups.