There is a view in y circles that believe in using Genesys SIM & GAD as the applications of choice for implementing a Helpdesk environment. My specific question is around the suitability of GAD as Help Desk Request Logging and managing system.
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GAD is not a CRM, it has the option to work with UCS and have a sort of historical and take some notes, but is not the best idea.
I would recommend looking at Microsoft CRM instead. It provides far more functionality, including things like service requests/incidents, integrates with Genesys using a Gplus Adapter, is significantly cheaper than most other CRM packages, and is very intuitive to both use and administer.
(No, I don’t work for Microsoft. I just had extensive experience with the MSCRM adapter in my previous existence.)
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