We are planning for a B2C implementioation. Our main focus was to use case module where we log a case and assign to a team to get it resolved.

We have a customer id and for every customer we have multiple memberships. So we created a single account for a customer with customer id and a contact for each membership he is affliated to. Our customer calls to our agency to report problems. In some scenarios our call center reps resolve the inquiries from the customer. There are scenarios where a call center agent cannot resolve an inquiry by himself, so he has to take feedback from a business unit to resolve this inquiry.

What is the best approach to solve this need

1. Create a case and transfer the case to processing unit to get feedback by reassigning the team

Tried this approach. when I change the team, the original team which created the case is lost. Is there a way to store the original team which created the team.

2. Create a case and create a task for the processing unit for this case.
I tried this approacj, but when I create a activity(task) under the case, the system does not automatically default the case Id in the task. So there is extra work for the user to pick the case for the task.

3. Quite new to CRM applications, I could not think of other approaches.

What is the best possible way to solve this need?

We are trying to customize as much as possible using studio and we are using Sugar 5.0

Thanks
kiran