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"To manage corporate-wide support, you must first manage your customers. Your customers have questions and problems that you need to address. To do this, you need to allow your customer to submit their cases in person or online. These cases must be traced systematically to ensure proper resolution in a timely manner. Some of these cases might be used to file defect reports against your products. These reports can be answered by skilled engineers. Help Desk can also be used internally to solve employee questions and problems."
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