MC1310832: Dynamics 365 Customer Service - Unlock Workforce Engagement capabilities with Customer Service Enterprise license

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:

• 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 visit: Configure screen recording with desktop companion application in Dynamics 365 Contact Center and Dynamics 365 Customer Service to learn more.

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.