Describe workforce management in Dynamics 365 Contact Center

  • Module
  • 7 Units
Beginner
Technology Manager
Support Engineer
Functional Consultant
Business Owner
Student
Business User
Dynamics 365
Dynamics 365 Contact Center
Human Resources
Customer Engagement apps

Discover the key capabilities of Workforce Management, including forecasting, scheduling, and AI-powered tools in Dynamics 365 Contact Center.

Learning objectives

After completing this module, you will be able to:

  • Describe what Workforce Management is and why it's important.
  • Describe the forecasting and capacity planning options available.
  • Describe scheduling and shift planning.
  • Describe Copilot for Service and why it matters.

Prerequisites

  • None
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