We need a product with a full functionality of incident entry via web by 
customers, categorized and with possible attached files as incident 
additional information. Furthermore, the incident should follow a path 
determined by a workflow tool (flexible enough to redirect to alternate paths 
after diagnostic) and keep a precise track, evidences, expenses and allocated 
resources until the problem is solved, giving the customers the possibility 
to see via web the status of their incidents.

I don't know wether MS CRM alone can accomplish these needs. I need counsel 
about this and about marketed products with the functionality required.

Thanks in advance.

CRM 1.2 won't get you there without extensive custom development. CRM 3.0, 
coming out in Q1 2006 will get you closer (especially the improvements to 
workflow), but you'll likely still need either a third-party add-on and/or 
some custom development.
-- 
Matt Wittemann
http://icu-mscrm.blogspot.com


"RAP" wrote:

> We need a product with a full functionality of incident entry via web by 
> customers, categorized and with possible attached files as incident 
> additional information. Furthermore, the incident should follow a path 
> determined by a workflow tool (flexible enough to redirect to alternate paths 
> after diagnostic) and keep a precise track, evidences, expenses and allocated 
> resources until the problem is solved, giving the customers the possibility 
> to see via web the status of their incidents.
> 
> I don't know wether MS CRM alone can accomplish these needs. I need counsel 
> about this and about marketed products with the functionality required.
> 
> Thanks in advance.
> 

Rap,

The CRM 3.0 workflow tool is better, but it will still take a fair
amount of work to make it 'redirect to alternate paths after
diagnostic'.  As you can now customize activities in 3.0, you should be
able to add expense tracking information to a task, e.g..

If you need to "keep a precise track", then you'll need VAST (Visionary
Audit System Tools, keep track of all changes made to incidents, etc.).
 (By the way, VAST 1.2 is available until CRM and VAST 3.0 are released
for just $99/user, including 1 yr. maint.)

The web is still pretty much an unknown.  Some ISV's have created web
portals, but MS has never publicly talked about the licensing issues.
Hopefully, that will be part of the long awaited 3.0 pricing
announcement...  HTH,

Dave


-------------------------------------------------
David L. Carr, President
Visionary Software Consulting, Inc.
Main #: 971-327-6944

NEW!   VAST 1.2.5 featuring VAST Insights for Microsoft CRM!  Now, VAST
audits all changes, but also gives you easy query capability into that
historical data!
For informative screenshots, please see
http://www.vscrm.com/screenshots.htm.