1. Work Order Handling (Multi-Channel Processing)

1.0 Key Features of Work Order Processing

picture coming soon:

Key Features:

1) Work Order Record Types: Configure different work order types (Maintenance, Installation, Service Contract) as needed
2) Work Order Fields: Required fields when creating new work orders
3) Key UX Enhancements:
- Detail page layout: Summary configuration, button visibility settings
- List layout configuration, mobile summary field settings
- Pending approval process list page, pending business process list
- Scenario Management > Scenario column settings

4) Sales reps/employees/service agents/dispatchers/Service Connector admins can create work orders via [Work Order] > [New Work Order], with auxiliary information configuration:
- Account Contact information settings
- Work Order related information display

5) End user self-service ticket submission:
- Integration with WeChat Official Account and WeChat Mini Programs

1.1 Work Order Configuration

Work Order Management: Configuration Guide
- Work Order Record Types: Configure different work order types (Maintenance, Installation, Service Contract) and assign layouts accordingly
- Work Order Fields: Required fields when creating new work orders

Key UX Enhancements:
- Detail page layout: Summary configuration, button visibility settings
- List layout configuration, mobile summary field settings
- Pending approval process list page, pending business process list
- Scenario Management > Scenario column settings

picture coming soon:
picture coming soon:
picture coming soon:

1.2 Work Order Access for Sales Reps/Employees/Service Agents/Dispatchers/Service Connector Admins

Configuration Points:
- Assign [Work Order] object permissions (create, view list, etc.) to employees/roles. See Team Management
- Assign [Work Order] record types to roles. See Preset Object Management
- Configure Web/mobile menu entries in CRM/Service Connector apps: Web & Mobile

picture coming soon:
picture coming soon:
picture coming soon:
picture coming soon:

1.3 Customer Service Agents Creating Tickets on Behalf of Customers

When end users encounter issues through online consultation or 400 calls, service agents help submit work orders

Configuration Points:
- Assign [Work Order] object permissions (create, view list, etc.) to employees/roles. See Team Management
- Assign [Work Order] record types to roles. See Preset Object Management
- Expose Work Order object in Online Service > Access Channel Settings > Extension Panel. See Web Channel Access, WeChat Channel Access, ShareCRM Call Center Integration

picture coming soon:
picture coming soon:

1.4 WeChat Official Account/Mini Program Ticket Submission

For enterprises with WeChat Official Accounts, end users can submit tickets after following the account, or through ShareCRM public/hosted mini programs, matching with CRM Contacts via mobile registration

Configuration Points:
- Set end user registration and login verification. See End User Registration
- Configure business objects end users can submit/query, assign record types and layouts. See Business Object Permissions
- Configure ticket submission entry in self-service portal. See Self-Service Portal
- Share mini program QR codes or official account QR codes. See WeChat Service Account Access

picture coming soon:
picture coming soon:
picture coming soon:
picture coming soon:

1.5 Microsite/Official Website Ticket Submission

• Enterprises can add self-service portal H5 links to corresponding mobile microsite menus

picture coming soon:

• Enterprises can add self-service portal web links to navigation menus

picture coming soon:
picture coming soon:

1.6 External End Users Scanning Device Codes

• Enterprises can generate and post device codes on equipment
• External end users can directly scan device codes to submit tickets

picture coming soon:
picture coming soon:

1.7 Work Order Integration from Other Systems

When work orders are created in other systems but need assignment/processing in ShareCRM, data can be synchronized to the [Work Order] object:
- Option 1: Use ShareCRM Integration Platform
- Option 2: Submit custom development requests to account managers
- Option 3: Enterprise self-development via ShareCRM Open API

1.8 Special Scenarios: Ticket Submission in Existing Enterprise Systems/Websites/Mini Programs

Special Scenarios:
1. Enterprises with proprietary apps where end users submit tickets after login
2. Enterprises with websites where end users query information and want to submit tickets
3. Enterprises with proprietary mini programs wanting to enable ticket submission

Note: For existing enterprise systems (apps/websites/mini programs), ShareCRM page embedding requires developer involvement

1.8.1 Method 1: Smart Form Link Embedding

• Provide developers with smart form links for the [Work Order] object to embed in proprietary systems
• Note: Smart forms cannot identify user identities or match with ShareCRM Accounts/Contacts

picture coming soon:

1.8.2 Method 2: Custom Development

Note: Embedding ShareCRM pages in proprietary apps/websites/mini programs requires enterprise developer participation

• To match tickets submitted in proprietary apps/websites with ShareCRM Accounts/Contacts, submit custom development requests to account managers
• Note: Custom development also requires enterprise developer involvement