Acknowledgement Letter / Customer Response Letter (Mail Merge)
Most clients require some sort of letter/mail merge capability, this should be out-of-the-box capability where users could create letter templates, link them to the general activities, the letters should auto-generate, open for edit and allow to be attached to the customer experience record. This could be expanded to allow email capability as well, but the key component is allowing the client to customize the template and be able to intercept the letter before sending to allow for direct edit.
