Exposed -
Customer Support (Case Management)

Not considered a strength in the overall solution, the case management module does offer support for case management, automated assignment, case queues and escalation. This part of the CRM offering was strengthened by’s acquisition of InStranet in August 2008. This acquisition has provided with an improved customer support knowledgebase. It is unclear from the initial press releases to whom InStranet will be available and at what cost.

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