MWPRO IMPACT SCORE
OPERATIONAL IMPACT
25
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
This is a new feature announcement with optional use and no mandatory action. Admins may review forecasting processes and install the Workforce Management package if they want to use the capability. The feature is backward compatible, so existing flows are unaffected, resulting in low urgency and minor planning needs for organisations adopting it.
30
Admin Impact
15
User Impact
25
Urgency
25
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Planning group support is coming to forecast scenarios in Dynamics 365 Customer Service. This helps manage forecasts across multiple queues as a single unit.
END USERS
No major end-user change expected.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
August 31, 2026
August 31, 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service – Planning group support in Forecast scenario
Message ID: MC1456418
We are announcing planning group support in the Forecast scenario 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?
With this feature, organizations running dozens of queues across multiple lines of business can forecast all their channels and queues as a single unit. This enables forecasters to maintain fewer scenarios, eliminate aggregation errors, and manage forecast accuracy at the level of the business.
Planning group support can be found via the forecast scenario create and edit form Planning group field. The forecast scenario list view includes a Planning group column, allowing forecasters to sort and filter scenarios by group. To use Workforce Management capabilities, an administrator must install the Workforce Management for Customer Service package from the Power Platform admin center.
When a planning group is selected, the Time zone, Channel, and Queue values are populated from the planning group definition and set to read-only, preventing divergence between the scenario and the group it represents. When no planning group is selected, Time zone, Channel, and Queue values remain editable, so existing scenario creation flows are unchanged, and the feature is fully backward compatible.
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 and manage forecast scenarios.
Source: Microsoft Message Center • Analysed by MWPro
