Published at: 2025-10-31

1. Work Order Acceptance (Multi-Channel Acceptance)

1.0 Work Order Intake — Key Points

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Key points:

1) Work Order Record Type: Configure different work order types as needed (Repair, Installation, Maintenance).

2) Work Order fields: Required fields that must be submitted when creating a new Work Order.

3) UX improvement highlights:

Detail page layout: summary configuration, button visibility settings
List layout configuration and Terminal summary fields
Pending approval list page, pending Business Process list
Scene Management > Scene column settings

4) Sales rep / Employee / Intake Customer Service / Dispatcher / Service Connector admin create Work Orders via Work Order > Create Work Order and configure supporting information

Account and Contact entry settings
Work Order related information display

5) Terminal user self-service submission

Integrate with WeChat Official Account and WeChat Mini Program

1.1 Work Order Object Configuration

Work Order management: https://help.fxiaoke.com/1a54/4107/2f99/18ad/78c4

Work Order Record Type: Configure different Work Order types (Repair, Installation, Maintenance) and assign layouts to each type.
Work Order fields: Required fields for creating a new Work Order.

UX improvement highlights:

Detail page layout: summary configuration, button visibility settings
List layout configuration and Terminal summary fields
Pending approval list page, pending Business Process list
Scene Management > Scene column settings

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1.2 Sales Rep / Employee / Intake Customer Service / Dispatcher / Service Connector Admin via Work Order

Configuration highlights:

Grant employees/Roles Work Order object permissions such as Create and View List. See the Group Management guide: https://help.fxiaoke.com/9adk/0ce9/e8e7/bf3c
Assign Work Order Record Types to Roles. See Predefined Object Management: https://help.fxiaoke.com/9adk/82a7/73c3/2fae
Configure Web and Terminal menu entries in the CRM app / Service Connector app: web and Terminal
- Web: https://help.fxiaoke.com/1a54/4107/2f99/0054/8a3f
- Terminal (mobile): https://help.fxiaoke.com/1a54/4107/2f99/0054/ef49

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1.3 Live Chat / 400 Call Center Agents Creating Work Orders on Behalf of Customers

“Terminal users report issues via online chat or by calling the 400 hotline; agents submit Work Orders on their behalf.”

Configuration highlights:

Grant employees/Roles Work Order object permissions such as Create and View List. See Group Management: https://help.fxiaoke.com/9adk/0ce9/e8e7/bf3c
Assign Work Order Record Types to Roles. See Predefined Object Management: https://help.fxiaoke.com/9adk/82a7/73c3/2fae
In Online Support > Channel Integration Settings > Expansion Panel, expose the Work Order object. See channel integration guides:
- Web channel: https://help.fxiaoke.com/1a54/8c78/135e/cc59
- WeChat channel: https://help.fxiaoke.com/1a54/8c78/135e/b4bf
- ShareCRM call center integration overview: https://help.fxiaoke.com/1a54/8c78/cdc0/8886/537f

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1.4 WeChat Official Account / Mini Program Submissions

“If your company has a WeChat Official Account, Terminal users can follow the account and submit Work Orders there. They can also submit via ShareCRM public mini program / hosted mini program and register by phone number to match the Account and Contact in ShareCRM.”

Configuration highlights:

Configure Terminal user registration and authentication. See Terminal user registration and login: https://help.fxiaoke.com/1a54/4107/2f99/368b/7551
Configure which objects Terminal users may submit or query; assign Record Types and layouts to Terminal users. See Business objects and Role permissions: https://help.fxiaoke.com/1a54/4107/2f99/368b/537d
Configure the Terminal self-service portal entry for submissions. See Terminal user self-service portal: https://help.fxiaoke.com/1a54/4107/2f99/368b/f146
Share the mini program code or Official Account QR code with users or post it on devices. See WeChat Official Account channel integration: https://help.fxiaoke.com/1a54/4107/2f99/368b/4a1f

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1.5 Mobile Microsite / Official Website Submissions

Place the Terminal self-service portal H5 link in the mobile microsite menu.

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Place the Terminal self-service portal web site link in the mobile microsite navigation menu.

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1.6 External Terminal Users Scan Device Code to Submit

Generate device codes and place them on devices.
External Terminal users can scan the device code to submit a Work Order. See device code: https://help.fxiaoke.com/1a54/4107/2f99/c0b6/15fa

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1.7 Integrating Work Orders from Other Systems

If your company creates Work Orders in other systems but needs assignment and processing in ShareCRM, synchronize the data into the ShareCRM Work Order object.

Option 1: Use the ShareCRM Integration Platform: https://help.fxiaoke.com/9bfb
Option 2: Request custom development through your account manager
Option 3: Develop in-house and use ShareCRM open API to sync: https://help.fxiaoke.com/0568

1.8 Special Scenario: Submitting from Company’s Existing In-house App / Website / Mini Program

Special scenarios:

1) Company has an in-house app where Terminal users log in and submit Work Orders. 2) Company has a website where Terminal users log in to view info and want to submit Work Orders. 3) Company has an in-house mini program and wants submissions there.

Note: Embedding ShareCRM pages into any in-house app, website, or mini program requires participation from the company’s development team.

1.8.1 Option 1: Embed Smart Form Link

Provide the Work Order object smart form link to the partner/development team and embed it into the in-house system.
Note: Smart forms cannot automatically identify the in-house system’s user identity or match the in-house user to ShareCRM Account/Contact records.

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1.8.2 Option 2: Custom Development

Note: Embedding ShareCRM pages into in-house app, website, or mini program requires the company’s development team.

If you want submissions from the in-house app/website to match ShareCRM Account/Contact, contact your account manager to submit a custom development request.
Note: Custom development also requires participation from the company’s development team.

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Implementation Guide Scenario Simulation - Equipment Maintenance Work Order Process

2. Work Order Process Management