In the past several years, client expectations have significantly changed. Recent studies have shown that 2/3rds of consumers expect to be able to use web self-service tools to find answers to their questions, and to create support requests – even at small businesses. More than ever, businesses need the ability to create self-service tools for their customers. In the past, this often meant expensive customizations and custom code – often unsupported. Now users of Microsoft CRM have an inexpensive, out of the box solution.