6. Service Evaluation and Follow-up

6.0 Service Evaluation and Follow-up

Value: Service evaluation allows customers to provide feedback on service quality, enabling businesses to obtain authentic customer insights.

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Configure according to your business scenarios:

1. Self-service submission: External users can submit evaluations via QR code invitations or message invitations

2. Manual follow-up: Service representatives can assist customers in submitting service evaluations within the system after contacting them, completing satisfaction surveys.

6.1 Service Evaluation (Terminal User Self-Service)

Self-service submission: External users can submit evaluations via QR code invitations or message invitations. View product manual

To enable external users to submit service evaluations, Terminal capabilities in Service Connector are required:

1) Required product purchase:
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2) Activate Terminal Service Connector
- Activation path: Service Connector app → System Settings → Overview Settings → Select Terminal Service Connector
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3) Configure functional permissions for the [Service Evaluation] object

Pro Tip:
1. Navigate to [Service Evaluation] object settings to configure Record Types and layouts, then assign them to Terminal user and guest Roles in Terminal Service Connector business objects
2. To simplify registration/login for Terminal users, allow guest evaluations by granting “Service Evaluation” object permissions to the guest Role

• For Service Evaluation, click [Configure] or go to Object Management to set up content and layouts. Multiple Record Types can be created for different Work Orders.

• Add star rating fields to [Service Evaluation] object: Choose 5-point or 10-point scale (stored as numeric values).
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• Manage and configure [Service Evaluation] Record Types and layouts
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Pro Tip: When setting Service Evaluation layouts for Terminal users, configure field alignment.
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• In Terminal Service Connector > Business Objects, set visible Record Types, assign layouts, and configure data permissions for external Terminal user Roles
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• Grant “Create” permission for [Service Evaluation] to “Terminal Users” (users with Interconnection identity)
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• Work Order evaluation rules (Optional): For businesses requiring multiple evaluation rules per Work Order type. (Requires “Service Evaluation” node’s evaluation method set to “Rule-based matching”). Click “Adjust Priority” to modify rule precedence.
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1. Rule name: Service evaluation rule name

2. Work Order scope: Conditions for applicable Work Orders

3. Service Evaluation Record Type determines the object’s Record Type and layout used for evaluation

4. Manual invitation: Display QR code for technicians to guide customer evaluation

5. Auto WeChat message: Requires registered Interconnection Contacts who follow official accounts or submit Work Orders via mini-programs

6. Auto SMS invitation: Sends messages to specified mobile numbers (requires sufficient SMS quota)

7. Auto email: Sends to specified emails. Include evaluation shortlink variable #URL# in templates

8. Message priority: When enabled, higher priority channels deliver first; when disabled, all selected channels deliver simultaneously

9. Mandatory evaluation: When enabled, Work Orders cannot proceed to next node until evaluation submitted

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• Service evaluation notifications: Preset templates can be modified in User Notifications. For WeChat official account/mini-program modifications, see: Terminal User Notifications
  1. WeChat official account template messages
  2. SMS template: “Dear customer: Your [Work Order #WorkOrderNumber# - #Subject#] is completed. Please evaluate: #URL#”
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Note: For email templates, insert hyperlinks in HTML format using: <a href="#URL#">Evaluate Now</a></span>
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• Configure Service Evaluation workflow nodes (can be placed at any stage)
  1. For “QR Code Evaluation” method: Specify Record Type (layout displays per Terminal user permissions). Default handler: “Service Engineer” field. Customize button labels and optionally hide “Skip Evaluation”
  2. For “Rule-based Matching”: Execute evaluation rules. View configuration

• “QR Code Evaluation” supports multiple submissions (e.g., multiple customers evaluating one Work Order)

• Auto-completion: Forces node skip if no evaluation submitted within timeframe
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6.2 Service Follow-up (Manual)

Conduct satisfaction surveys for Service Work Orders by generating follow-up tasks. View product manual
- Activation path: Service Connector > Business Plugins > Service Follow-up
- Disabled by default (manual activation required)
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• Follow-up records stored in [Service Evaluation] object. Configure multiple Record Types and layouts for different Work Orders.
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• Assign follow-up personnel Roles in Role Permissions

• Follow-up console visible only to assigned Roles
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• Configure Work Order follow-up nodes (timing). Drag “Service Follow-up” node into workflow editor.
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1. Standard follow-up: Applies current settings to all triggering Work Orders
   - Template: [Service Evaluation] Record Type + layout
   - Personnel: Assign specific follow-up staff
   - Buttons: Customizable

2. Rule-based follow-up: Requires preconfigured rules:
   - Rules: Different conditions (e.g., “Record Type = Maintenance”) can specify different personnel. Priority-based matching
   - Conditions: Work Orders qualifying for rule
   - Template: [Service Evaluation] Record Type + layout
   - Personnel: Assign specific staff or rotate among fixed team
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3. Call center integration: Configure Work Orders as outbound objects and bind follow-up personnel to call accounts. [View Interconnection call center capabilities] - Adds “Call” button to [Work Order] details
   Note: Requires additional Professional Edition Online Customer Service purchase
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