We updated experiences for forecasting, workloads, capacity planning, scheduling, and intraday management. As part of this transition, some capabilities are retired or replaced.The previous machine learning forecasting model and Real-Time Adherence are retired, and the legacy intraday management experience is replaced by Intraday Management in Service Cloud Command Center. Workload creation now uses agent work records instead of multiple Salesforce objects. Review the related release notes for information about forecasting models and other feature-specific changes.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions. Workforce Management is available for an additional cost as an add-on license.
Who: Administrators and users of Workforce Management.