Services
Dynamics 365 Apps
Details
How does this affect me?
This feature enables efficient scheduling of service representatives based on demand and availability, using both manual and automated options. It helps ensure proper staffing for different shifts, reduces coverage gaps, and improves operational efficiency. Additionally, it allows for strategic break distribution and avoids staffing shortages during peak times. With this feature, you can do the following:
- Short-term planning - Assign service representatives to shifts individually based on operational needs.
- Automatic scheduling - Generate schedules automatically with a single click, based on scheduling constraints.
- Break distribution - Schedule breaks across service representatives to help ensure continuous coverage during shifts.
An administrator must install the Workforce Management for Customer Service package in the Power Platform admin center to activate this feature. To accomplish this, take the following steps:
- Log in to the Power Platform Admin Center using your administrator credentials.
- In the left navigation menu, click on Environments.
- Click to open the details for the environment where Workforce Management (WFM)
- From the toolbar, select Resources and then choose Dynamics 365 Apps.
- In the Dynamics 365 Apps section, click the Install App button.
- From the list of available apps, select Workforce Management for Customer Service and click Next.
- Review the terms of service, agree to them, and click Install to begin the installation process.