Dynamics 365 Customer Service - Group Workforce Engagement Artifacts with Planning Groups

We are announcing the ability to group workforce engagement artifacts with Planning Groups in Dynamics 365 Customer Service. This feature will reach public preview on June 30, 2026.

How does this affect me?
This feature provides a single, shared context that anchors every workforce management artifact to the same time zone, demand scope, and service objectives.

For supervisors, Planning Groups means that AI-generated insights are grounded in your team's actual staffing reality, not generic signals. For planners, it means forecasts and schedules are built on the same demand scope, so the chain from demand signal to scheduled shift stays intact. For operations leaders, it means performance metrics are calculated on a consistent basis, making trends actionable and comparisons valid across teams, regions, and time periods.

What action do I need to take?
This message is for awareness, and no action is required.