Dynamics 365 Customer Service - Create capacity plans for planning groups

🚨 The Signal: Dynamics 365 Customer Service now allows combining multiple queues into 'planning groups' for more efficient staff capacity planning. This streamlines workforce management by treating shared staff pools as a single unit, reducing manual calculation for administrators.

The Impact

Dynamics 365 administrators gain new tools for workforce management, with no direct security risk.

• Dynamics 365 administrators: New feature for capacity planning.
• Customer Service managers: Improved resource allocation capabilities.

The Action

1. Install 'Workforce Management for Customer Service' from Power Platform admin center if desired.
2. Review Dynamics 365 Customer Service documentation on planning groups.

Domain: M365-Apps · Impact: low · Workload: M365 Apps