PowerDesk isn't a techie's tool. An answer wizard, for example, walks operators through a cafeteria line of choices, so they can find the right reports quickly. That doesn't mean that the feature set is lightweight. The Call Logging module solicits the user to provide the basic facts about a call, its type, who's resolving the call issue and so on. The PowerDesk knowledge bases can be searched or displayed as topics in a tree view for browsing.
Records can include attachments such as graphics, music or even a training video.