Hi Jeffrey

You're talking about 'Cases'. we've been using it for years to manage our support desk. There are several ways to manage uploading documents. 

If the customer has emailed you.....

1. You could look at the Email Manager (Admin - Email & Documents - Email Management Server Options) and configure CRM to monitor a mailbox, there is even a default template that you can use for 'support' which on a simply level will;
   - Pick up the email 
   - Check to see if the email address exists within CRM, if so, it will create a case linked to that Company / Person (else just create the Case)
   - Pick up the email and file it under Communications and any attachments under Documents
   - Email back to the customer thanking them for their email and noting the reference number it just generated

This template (a JavaScript file) can be amended to add more functionality to it. 

2. Else look at a 3rd party tool from CRMTogether.com called Accelerator, this is an Outlook plugin, that allows users to file emails from their inbox into the Communications / Documents tab of CRM (not just against Cases but all entities with a Communications / Documents tab)

3. Or you could just manually click and drag items into CRM. 

When it comes to Reports / Fields, I always work backwards, what do you want to report on? Then check to see if there is a field for that information within CRM, if not then I create it and make sure it appears in the reports. 

Your best bet is to pick this all up with your Business Partner so they can advise you better and offer guidance on some of the things I have mentioned above. There are other ways of doing things as well like the Self Service portal where customers log in and create their own Cases etc. 

Hi Jeffery

Please see:  communityhub.sage.com/.../managing-customer-complaints-using-standard-sage-crm-features