MWPRO IMPACT SCORE
OPERATIONAL IMPACT
48
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Microsoft 365 AdminsPower Platform AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The feature adds planning group support in Adherence tracker, but requires admins to install a Workforce Management package before use. Admin impact is moderate to high due to installation and possible configuration in the Power Platform admin centre. User impact is lower, as it improves filtering options rather than altering core workflows. Urgency is moderate since the GA date is soon, but installation is only needed if the feature is desired.
60
Admin Impact
30
User Impact
40
Urgency
55
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Adherence tracker in Dynamics 365 Customer Service and Contact Center is gaining support for planning groups, allowing more targeted filtering and reporting.
END USERS
Users can filter adherence data by planning group and see updated metrics.
IT ADMINS
Install the Workforce Management for Customer Service package in Power Platform admin center before this feature works.
ROLLOUT TIMELINE
Upcoming:
31 August 2026
31 August 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service and Dynamics 365 Contact Center – Planning group support in Adherence tracker
Message ID: MC1455028
We are announcing the ability to use planning group support in Adherence tracker 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?
Users will be able to filter the Adherence tracker by planning group and combine this filter with existing shift plan and service representative filters. Adherence percentages and out-of-adherence counts will recalculate for the selected scope, and filter selections will persist across sessions.
What action do I need to take?
Before users can use this feature, an admin must Install the Workforce Management for Customer Service package from the Power Platform admin center. When the package is installed, this feature will be available in Copilot Service workspace under Workforce management > Adherence tracker.
If you would like more information on this feature, please visit Use the adherence tracker.
Source: Microsoft Message Center • Analysed by MWPro
