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

🚨 The Signal: Dynamics 365 Customer Service now allows capacity plans to be created for 'Planning groups,' consolidating staffing requirements across multiple queues. This streamlines workforce management but introduces new configuration points for administrators.

The Impact

Administrators are affected by new configuration options, with no direct security risk.

• Administrators: Must understand new planning group configurations to maintain operational efficiency.

The Action

1. Review Dynamics 365 Customer Service documentation for 'Workforce engagement management' to understand new capacity planning features.
2. Assess existing capacity planning processes to integrate 'Planning groups' effectively.
3. Communicate changes to relevant business stakeholders and planners using Dynamics 365 Customer Service.

Domain: Other · Impact: low · Workload: Other