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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
May 2, 2025 |
Business value
Shift swapping allows service representatives to take control of their schedules while maintaining the necessary staffing levels. It enhances flexibility by enabling representatives to trade shifts directly with colleagues or open the request to the broader team. Supervisors retain oversight, ensuring smooth operations with minimal disruption to team schedules.
Feature details
Shift swapping simplifies shift adjustments by allowing service representatives to exchange shifts directly within the system.
Key features include the following:
- Submit swap requests: Service representatives can submit shift swap requests from the My Schedule view or via Request Management.
- 1:1 swap or public request: Representatives can swap shifts with a colleague on a 1:1 basis or post their swap request publicly for any team member to pick up.
- Notifications: Both service representatives and supervisors are notified via email or in-app alerts when a swap request is either accepted or rejected.
- Supervisor oversight: Supervisors are notified when swap requests are made and can review and approve or decline them to ensure appropriate coverage and scheduling alignment.
To activate this feature, your administrator must first install the Workforce Management for Customer Service package in the Power Platform admin center app.
Additional resources
Use shift swapping (docs)