Facing Issues in Workforce Management- Required Urgent help

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Posted on by CU10060624-1

Hi, I am configuring Workforce management in D365 CRM- Few things I am not able to understand.

First thing is the sequence what to configure first?

I have configured resource skills, categories etc for agents.
I have configured forecasting.

I have configured capacity planning (but I am not able to run that job- The status is in draft) how can I run that??

What next steps should I do to complete the cycle ?

Kindly find the two screenshots and suggest what next steps should I perform ??????

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Dynamics 365 Customer Service

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FSRon 95 on at

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I think you're on the right track. Getting the Capacity Plan to activate is surely your next step.

What I'd try, is to remove/change variables and also the forecast scenario (keep it empty for a trial) and see if you can get a combination running. Once you can activate one, tweak the values one after another until you find the problematic one that currently prevents activation.

I don't have experience with this particular object, but in Customer Insights this is commonplace. Some process in the background is stumped, the user never gets better feedback than it not activating. (And it's even worse if its active but fails)

Let me know if that works!

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