Hi,
Actually it is possible to integrate the same workcenters for service request/complaints in CRM IC business rules which are used in business roles of type CRM Webclient (e.g. SERVICEPRO).
- The workscenters have to be integrated in the navigation bar and the service request/complaint has to be defined as dependent business transaction in the business transaction profile (function profile ID IC_BT). See KBA 1770103 for further information.
- For sending you might think about using the Dispatch functionality. Here you can define rules which decide to which team a service request should be forwarded. See
SAP Customizing Implementation Guide
Customer Relationship Management
Transactions
Settings for Service Requests
Forwarding Service Requests
or SAP Library: Forwarding Service Requests - To find out more about Knowledge Based Articles, see SAP Library Information Flow.
In general, to find out more about configuration, see SAP Best Practices - Content Library for Service.
Best Regards,
Sigrid