CRM Transactions: New

Hi Experts,

I have a requirement to process/maintain the service requests from users/customers.

One suggested solution is to create a new transaction ( custom ) for these type of service requests and maintain in the CRM system itself. for that we have to implement workflow. I am new to CRM workflow and its settings, can anyone throw some light on this ?.

Also please tell me what Action, Partner, Status Profiles..

Any Help / Hint will really Appreciated

Thanks, Sudeep..