CRM IT Help Desk vs Sotuion Manager service desk

[Former Member]

Hello Experts!

Can someone please tell me about CRM IT Help Desk vs Solution Manager Service Desk and if they are two independent products? I want to see if these two 2 different products? since Solution Manager Service desk is based on CRM 5.0, can I setup CRM IT Help Desk? and make SOLMAN Service Desk and CRM IT Help desk together work together?

Please advice!

Thanks

Kumar

[Former Member]

Hey Kumar,

There is nothing called as CRM IT HELPDESK......

But a CRM system could function as an IT helpdesk.........It depends on your requirements as to how you are gonna use it.....

CRM and SOLMAN are two independant products of SAP and both run on diffrent servers...

Solman has lot of features of CRM itself....

Solution Manager also has its own service desk... Solman is based on CRM itself technically.....

So whatever is doable in CRM is also Doable in Solman......The vice-versa is not true.....because in Solman SAP has added some functionality which is not present in CRM.....

You can configure Support desk in CRM and Solman and also make them work together if it makes sense for you and your management to do so......

Technically since both are SAP systems they can communicate via RFC calls.....

Inspire by rewarding...

Regards,

Anand