Dynamics 365 Customer Service - Create capacity plans for planning groups

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.