In the Configure Packages screens, the user can add, remove and configure roles with associated allocated hours and rates on a package level. Discretionary adjustments that may not be a typical point of revenue can be created and configured. In addition, funding sources can be specified per package, if applicable. This UI allows the user to select each package and make adjustments on one screen.

Dynamics 365 Customer Service platform case creation, transfers or resolution. Cases are created, administered and tracked until resolution.