Summary
Throughout this module, we saw how the Workforce Management (WFM) module in Dynamics 365 Customer Service provides organizations with powerful tools that can be used to forecast demand, plan capacity, and schedule resources effectively across digital channels. Through features such as forecasting, capacity planning, and shift planning, WFM helps ensure the right agents with the right skills are available at the right time to meet service-level goals. We saw how core capabilities help to ensure that you're providing the best possible experience to your customers, including:
Volume forecasting
Automated and manual shift scheduling
Intraday management
Adherence tracking
Performance analytics
Additionally, we saw how Microsoft Copilot for Service provides AI capabilities to service organizations regardless of the CRM platform that they're using.
Now that you successfully completed this module, you should be able to:
Explain what Workforce Management is and why it's important.
Describe the forecasting and capacity planning options available.
Explain the scheduling and shift planning options available in Dynamics 365.
Describe Copilot for Service and why it matters
References
Dynamics 365 Customer Service