Our company is considering the use of MS CRM 4.0. I would like to know how and if it can help us with regards to incoming phone technical support calls from our customers.
I would like to do the following:
A customer calls in to our support team with technical issues
Our support member takes the call and is able to look at a list of solutions to the customers issue.
If that pre-populated list of solutions does not solve the problem, the support member can go to another list of resolutions until the problem is solved or escalated to a higher level support person.
I would also like the ability for support staff to enter in resolutions to issues that are not in our database.
Is MS CRM capable of doing this or anything close to this? If not, is there a product out there that does?
Thank you for you help and time.
P.S. I found some software solutions that seem like they may do what I want. Issuetrak and Web Help Desk.
Does MS CRM have any of these functionalities?