Help desk roles

Hi guys,
Sorry if I am posting this question in a wrong thread. I would like to know what are the frequent activities that SAP help desk(level 1) perfroms? and the company has for CRM for Utilities company. I know the basic funtionalities such as tracking ticket and resolving it ..but i am new to CRM modules, could anyone tell me what might be the frequent problems that helpdesk has to deal from their internal users for CRM (utilities)? Any help would be appreciated.
Thanks
DK

Hi DK,
If you want to know 'What function CRM Utilities offer', you should see the following SAP help.
[http://help.sap.com/saphelp_crm70/helpdata/EN/45/8131cd665a40c0e10000000a1553f7/frameset.htm]
If you want to know the business requirement for help desk user in Utility industly, Sorry I don't have information you want.
Regards,
Masayuki

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