Category
stayInformed
Severity
normal
Major change
False
Last modified
2026-05-14 22:33:12
Summary source
Azure OpenAI (gpt-4.1)
Action by (Graph)
—
Action by (AI)
2026-05-29 00:00:00
Services
Dynamics 365 Apps
Tags
New feature
Master tags
Admin
Roadmap IDs
One-line summary
Workforce Engagement features (WFM, Quality Evaluation, Screen Recording) are included with Dynamics 365 Customer Service Enterprise license GA on May 29, 2026, replacing the higher-tier SKU requirement.
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Details
Body (from Message Center)
We are announcing the ability to unlock Workforce Engagement capabilities with the Customer Service Enterprise license in Dynamics 365 Customer Service. This feature will reach general availability on May 29, 2026.
How does this affect me?
Workforce Engagement capabilities are now included in the Dynamics 365 Customer Service Enterprise license, removing the prior dependency on higher-tier stock-keeping unit (SKU) subscriptions.
These new engagement capabilities include:
Please note that agent capabilities within the Workforce Engagement offering will continue to be charged under a pay-as-you-go model, allowing organizations to adopt AI-driven enhancements based on their usage needs.
What action do I need to take?
This message is for awareness, and no action is required.
How does this affect me?
Workforce Engagement capabilities are now included in the Dynamics 365 Customer Service Enterprise license, removing the prior dependency on higher-tier stock-keeping unit (SKU) subscriptions.
These new engagement capabilities include:
- Workforce Management (WFM): Forecast demand, schedule service representatives, and manage intraday operations to standardize workforce planning.
- Please visit the following documentation to learn more: Package Installation, Forecasting, Capacity Planning, Shift Planning, Adherence Tracker, Time Off Management.
- Quality Evaluation: Use configurable evaluation forms and structured scoring to assess customer interactions and improve service representative performance through detailed feedback.
- Please visit: Manage Quality Evaluation Agent to learn more.
- Screen Recording: Gain visibility into service representative desktop activity during customer interactions, supporting compliance, training, and quality reviews.
Please note that agent capabilities within the Workforce Engagement offering will continue to be charged under a pay-as-you-go model, allowing organizations to adopt AI-driven enhancements based on their usage needs.
What action do I need to take?
This message is for awareness, and no action is required.
Raw JSON (for debugging)
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