Use Microsoft CRM for Help Desk System?


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Bob Thompson

Posted 20-May-2004 12:10 AM
[Posted by Bob Thompson for Viviana Mailo]

Our goal for the next year is implement a CRM. We are thinking to use the product of Microsoft, but now I need a help desk system. Could we use the services part of the solution for implement the help desk system? How is your opinion? and … do you know some “good” book of Microsoft CRM that could you recommend to me?

Viviana Mailo

Cathy Allington

Posted 20-May-2004 04:20 PM
The Microsoft Customer Service module is a great solution for your help desk needs—very easy and intiutive to use. Very impressive, so well worth a look. And the integration with their Sales module is seamless—a very nice solution all round.

A great book on Microsoft CRM is “Using Microsoft CRM” by Laura Brown and John Gravely—published by Que—by far the best I have come across.

Cathy Allington
Client Relationship Marketing

Member Council

Posted 21-May-2004 09:19 AM

I agree with Cathy.

Microsoft CRM is an good tool for help desk processes. (this is a strength of MS CRM)

I agree with her book recommendation too.

Check out the MS CRM website. It has excellent eCourses (for fees) … And, many free online library tutorials and webinars. These are the best I’ve come across … by any CRM solution provider.

They make educating yourself pretty easy.

Share Reeves
Founder and President


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