Workforce Engagement Retirement

Salesforce is retiring Workforce Engagement and will continue to honor your existing subscription until your contract end date. 

Workforce Engagement is a Service Cloud product that forecasts work volumes, predicts staffing capacity needs, supports intraday management, and schedules shift for agents. The intelligent forecasting, capacity planning, and intraday management modules are being retired. However, shift scheduling isn’t being retired and is part of the Contact Center, announced at Dreamforce 2022.

Why is Salesforce retiring Workforce Engagement?

Salesforce is shifting resources to develop a deeply embedded approach to workforce engagement, service capacity, and automation. This change in our focus led us to retire the Workforce Engagement product while keeping the shift scheduling module.

What does this change mean for me? 

You can use all modules until your subscription ends, and we’re committed to maintenance and support during that time. We’ll help you find a partner solution that fits your forecasting, capacity planning, and intraday needs. If you use shift scheduling in Workforce Engagement, you can change to the Contact Center product when your subscription ends or earlier. 

What action can I take? 

Salesforce has identified Playvox, which offers forecasting, capacity planning, intraday, and shift scheduling, as an alternative to the Workforce Engagement product. The Salesforce Account team will contact you regarding this product.

If you have more questions, refer to Salesforce Help. To view all current and past retirements, see Salesforce Product & Feature Retirements.

To read about the Salesforce approach to retirements, read our Product & Feature Retirement Philosophy.