Dynamics 365 Customer Service - Planning group support in Forecast scenario

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.