Join a service call and one serial number?

In admin web tools
Can  join a service call and one customer equipment card (serial number) ?

The company sells machines for industry.
Every machine and component has a serial number and u201Ccustomer equipment cardu201D in SBO.
Usually, If the customer has a problem call to company.
1.-  SBO user get the u201Ccall serveru201D
2.- SBO user support join the u201Ccall serveru201D and  u201Ccustomer equipment cardu201D
3.- SBO user go to call server  create a Delivery (works and equipment)
Unfortunately the technical support, works in customer company and usually canu2019t entry to SBO in several days.
We like use the u201Cweb toolsu201D, the technical support uses the web and can see the u201Ccall serveru201D, the Customer and marketing documents.
But canu2019t assign a u201Ccustomer equipment cardu201D to  u201Ccall serveru201D and synchronize to SAP and create a Delivery by WEB
Can you proposal a new work flow by web?
Muchas gracias.

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