Creating a simple way to run support tasks in an Opportunity or Quotation

We are looking into creating a collaborative way of working with sales projects (business opportunity), where not only sales, but also our support persons (designers/calculators) work becomes visible and part of the sales process.

I have identified this could be done both using Case or Business Activity.

Are Cases going to be part of IFS in the long run or will it be replaced with Assyst some day? Are there other ways to send request (tasks) to company personnel, and get it linked to an opportunity (or quotation)? What module/way of working are tested and best practice for the idea below?

The “idea” in short:

Purpose

Create a simple, structured way for Sales to hand over design and installation related work inside CRM, track progress end to end, and reduce coordination outside the system. 

Scope

• Create “Support Requests” from a CRM Opportunity 

• Standard request types (Design/Calculation/Other)

• Status tracking: Not started → In progress → Completed 

• Due dates, ownership and priority

High-level flow 

1. Sales creates a Support Request from the Opportunity 

2. Request is assigned with type, priority and due date 

3. Support reviews and accepts or returns for missing info 

4. Work is completed and outputs uploaded

5. Request is marked completed and Sales is notified 

6. Sales uses outputs to progress the deal