Todd, Matt and I recently completed the Communications Management for CA training in Fairfax, VA. This class was very informative. We had lots of hands-on experience using Communications Management for things like writing receipts, acknowledgements, and follow-up letters. Most of the training was focused on outgoing mail.
We only touched on how Communications Management can be used to handle incoming mail and phone calls. Having taken Fundamentals of Communication Management online a few months ago I know that there's a lot more Communications Management can do, with not a lot of overlap between the two courses. I think it would be a good idea for Matt or Todd to take the Fundamentals course at some time to get a better idea of how they can fully use Communications Management in CA.