Published at: 2025-10-31

6. Service Evaluation and Follow-up

6.0 Service Ratings and Follow-up

Value: Service Ratings let customers rate service delivery and provide honest feedback on service quality.

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Please configure according to your business scenario:

  1. Self-service submission: invite via QR code or message so external users can submit ratings.
  2. Manual follow-up: agents contact customers and help them submit a Service Rating in the system to complete the satisfaction survey.

6.1 Service Ratings (Terminal Self-Service)

Self-service submission: invite via QR code or message so external users submit ratings. More product documentation: https://help.fxiaoke.com/1a54/4107/2f99/368b/78a0

To allow external users to submit Service Ratings, you must enable Terminal user Service Connector capabilities:

1) Purchase the required products:

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2) Enable the Terminal user Service Connector

  • Access: Service Connector app -> System Settings -> Overview Settings, choose Terminal user Service Connector

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3) Configure the relevant object permissions for Service Rating

Tip: 1. Go to the Service Rating object to configure Record Types and layouts, then assign Record Types and layouts to Terminal User and Guest Roles in the Terminal user Service Connector business object. 2. To reduce terminal user registration and login friction, consider allowing Guest submissions by granting the Guest Role the Service Rating object permissions.

  • Service Rating: click Configure or open Object Management to manage object fields and layouts. You can create multiple Service Rating Record Types for different Work Orders.

  • Add a rating field to the Service Rating object: choose 5-star or 10-point scales. Rating values and aggregates are numeric.

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  • Manage Service Rating Record Types and layouts

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Tip: When configuring the Terminal user layout for Service Rating, you may choose vertical or horizontal field alignment.

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  • In Terminal User Service Connector -> Business Objects, grant the Service Rating object visible Record Types, assign layouts, and set data access for external Terminal user Roles.

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  • Grant the Terminal User (users with an Interconnection identity) the Service Rating Create permission.

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  • Work Order Service Rating rules: optional. Use this when different Work Order types require different rating rules. (Requires Service Rating node set to “Match by Rule”). Click to adjust priority to change rule precedence.

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  1. Rule Name: the Service Rating rule name.
  2. Work Order Scope: conditions that determine which Work Orders this rule applies to.
  3. Service Rating Record Type: when a Work Order matches, the system uses this Service Rating Record Type and layout.
  4. Manual invitation: show a QR code—after the engineer completes service, present the QR to the customer to invite rating or push a WeChat message.
  5. Auto-push WeChat message: requires the Contact to have an Interconnection identity and to have followed the Official Account or submitted the Work Order via the mini program.
  6. Auto-push SMS invitation: send SMS to the target phone. SMS failures can occur if your SMS quota is insufficient.
  7. Auto-push email: send email to the target address. Include the rating short link variable #URL# in the email template.
  8. Message push priority: if priority is disabled, system pushes all selected channels. If enabled, system pushes channels in order; once a higher-priority push succeeds, lower-priority channels are not sent.
  9. Is rating mandatory: if enabled, the process cannot leave the Service Rating node until the customer submits a rating; otherwise the process continues without a rating.

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  • Service Rating message templates: the system provides default notification templates. Modify them in User Notifications. To change the default WeChat Official Account / Mini Program notifications, see: http://help.fxiaoke.com/2615/1a29/4107/2f99/368b/8a90
  1. WeChat Official Account template message
  2. SMS template example: Dear customer: your Work Order [Work Order #WorkOrderNumber# + #Subject#] has been completed. Thank you for your support. Rate now: #URL#

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Note: For email templates, to insert a linked text, use HTML format and include: Rate now</span>

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  • Place a Service Rating node anywhere in a workflow.
  1. If you choose “QR code rating”: only QR code rating is supported. You must select a Service Rating template (Record Type). During workflow execution, the system displays the layout assigned to external Terminal users. Default assignee is the Work Order field “Service Engineer”. The main action button label is customizable; you may hide the “Skip Service Rating” button in the to-do list.
  2. If you choose “Match by Rule”: the system evaluates the configured rating rules. See configuration: https://help.fxiaoke.com/1a54/4107/2f99/368b/78a0#header-4

  • QR code rating supports multiple submissions when a Work Order requires ratings from multiple customers.

  • Auto-complete rating node: If Terminal customers fail to submit a rating within the configured timeframe, the system will force-skip the Service Rating node.

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6.2 Service Follow-up (Manual Follow-up)

You can run follow-ups on Service Work Orders to automatically generate follow-up tasks and complete satisfaction surveys. More product documentation: https://help.fxiaoke.com/1a54/4107/2f99/428a/023f

  • Access: Service Connector -> Business Plugins -> Service Follow-up
  • Disabled by default; enable manually.

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  • Service Follow-up records are stored on the Service Rating object. Manage Service Rating object fields and layouts; you can create multiple Service Rating Record Types for different Work Orders and assign layouts.

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  • Set the Follow-up Agent Role in Roles & Permissions.
  • The Follow-up Workspace is visible only to users with the Follow-up Agent Role.

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  • Configure the Work Order follow-up node—the trigger point. In the workflow editor, drag the Service Follow-up node into the flow.

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  1. Standard Follow-up: applies the current settings to all Work Orders that trigger this workflow.
  • Follow-up template: Service Rating Record Type + layout. When set, follow-up agents use the assigned Service Rating layout to complete the follow-up survey.
  • Follow-up agent: choose follow-up personnel.
  • Buttons: customizable.
  1. Rule-based Follow-up: requires setting Follow-up Rules first:
  • Follow-up Rules: set different follow-up actions for Work Orders that meet different conditions. For example, Work Orders where Record Type = Repair can be assigned to Follow-up Agent A, matched by priority.
  • Work Order Conditions: the conditions that trigger this rule.
  • Follow-up template: Service Rating Record Type + layout used when agents fill the follow-up.
  • Follow-up agent: choose a specific user or use round-robin assignment among a group of follow-up agents.

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  • Service Follow-up -> Call Center integration: mark Work Orders as outbound call targets and bind follow-up agents to call accounts. Click to view ShareCRM call center integration overview. After enabling, the Work Order detail page adds an Outbound button.

Note: Requires an additional purchase of the Online Customer Service Professional edition.

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