versus Help Desktop Software (HEAT / Remedy)

• 04-03-2008 10:52 AM

  sgatdec Joined on 04-03-2008 Posts 1	versus Help Desktop Software (HEAT / Remedy) Reply Contact Hi, I'm just wondering how this product compares to products like HEAT and Remedy when it comes to logging and tracking help desk calls.  Thanks,
  	Tags: Help Desktop Software HEAT Remedy

• 04-09-2008 11:27 PM

  In reply to

  Jonathan Joined on 04-10-2008 Posts 1

  Re: versus Help Desktop Software (HEAT / Remedy) Reply Contact Dear sgatdec, Microsoft Dynamics CRM is a complete CRM solution for marketing, sales and service.  In the Service module of the application, Dynamics CRM provides comprehensive call tracking, case management, knowledge management, and service reporting functionality. Customers can definitely use Dynamics CRM for multiple helpdesk scenarios like internal IT support, dealer support, etc....

• 05-30-2008 8:04 AM

  In reply to

  Dave Benton Joined on 05-30-2008 Posts 1

  Re: versus Help Desktop Software (HEAT / Remedy) Reply Contact It's not a direct comparison. CRM 4.0 has a lot of functionality but you'll need to create a LOT of workflows to match Heat or Remedy. We are trying to use CRM as our internal helpdesk but it's very laborious. You will either need to learn CRM very well or pay to have basic helpdesk functionality added to the CRM.  Surprisingly, I haven't been able to find a decent helpdesk solution from an ISV. We plan to keep plugging away anyway. It makes sense for us to include internal and external helpdesk items in CRM rather than maintaining two systems but it's going to be a rough road.