Should one use GAD as a Help Desk agent application?

[Chrisi]

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. 

[cavagnaro]

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.

[Dave]

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.)