Part I Admin Console - Configuration

1.1 Role Permissions and Workspace Configuration

Before enabling the Service Connector application, you need to configure access permissions (for both desktop and mobile interfaces), role-based permissions, and workspace settings.

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1.2 Work Order Management and Processing Channel Configuration

Work Orders serve as a critical channel for meeting customer needs and delivering after-sales services. This video demonstrates preset configurations for Work Orders and available processing channels. There are three primary channels for Work Order submission: 1) Submission by internal staff or Service Providers on behalf of customers; 2) Self-service submission by Terminal users; 3) Submission through online customer service.

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2. Work Order Service Process Configuration

Businesses can configure different Work Order Record Types (e.g., repair, installation, maintenance) for various scenarios, along with customized service processes to handle customer requests efficiently. This video explains common service process nodes and setup procedures.

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3. Work Order Assignment Configuration

Work Order assignment supports multiple workflow types. This section introduces two common patterns: 1) Dispatcher → Service Group → Engineer; 2) Dispatcher → Engineer directly.

3.1 Dispatcher → Service Group → Engineer

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3.2 Dispatcher → Engineer

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4 Field Service SOP Setup

### 4.1 Engineer Order Acceptance This video demonstrates how engineers accept, reject, or transfer Work Orders.

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4.2 On-site Service by Engineers

Field service quality often depends on individual experience. Establishing Standard Operating Procedures (SOPs) helps standardize workflows, improve efficiency, and track working hours. This video explains field service SOP configuration.

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5. Customer Feedback (Service Evaluation Setup)

After service completion, customers evaluate engineer performance to collect authentic feedback. This video covers evaluation template setup and feedback collection channels.

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6. WeChat Work Order Submission (Self-service Portal Setup)

This video demonstrates Terminal user self-service portal configuration, including page setup and access channels. Users can submit Work Orders and check device status through the portal.

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Part II User Interface - Operations

1. Terminal User Work Order Submission and Evaluation

This video shows how Terminal users submit Work Orders and provide evaluations via mobile devices.

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2. Work Order Assignment Operations

This video demonstrates mobile-based Work Order assignment by dispatchers, including direct engineer assignment and group-based assignment workflows.

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3. Engineer Order Acceptance and Field Service

This video illustrates how engineers accept orders and complete field service operations using mobile SOP workflows.

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