Service Connector Operation Videos

1 Admin — Configuration

1.1 Roles, Permissions and Workspace Configuration

Before go-live, configure the Service Connector application entry points (desktop and mobile), role permissions, and workspace settings.

1.2 Work Order Management and Intake Channels Configuration

Work Orders are the primary method to address customer needs and deliver after-sales service. This video explains preset Work Order configurations and the intake channels. There are three intake channels: (1) internal staff or Service Provider submits on behalf of a customer; (2) Terminal user self-submits; (3) online customer service submits.

2 Work Order Service Process Configuration

Companies can create different Record Types of Work Orders (for example: Repair, Installation, Maintenance) and assign distinct service processes to each Record Type to handle customer requests promptly and efficiently. This video describes the typical service process stages and how to configure them.

3 Work Order Assignment Configuration

Work Order assignment supports multiple flows. The video explains two common assignment types: one where a dispatcher assigns the Work Order to a Service Group, and the Service Group then assigns it to an engineer; and another where the dispatcher assigns the Work Order directly to an engineer.

3.1 Dispatcher -> Service Group -> Engineer

3.2 Dispatcher -> Engineer

4 On-site Service SOP Settings

4.1 Engineer Acceptance (Accept/Decline/Transfer)

This video shows how engineers accept, decline, or transfer Work Orders.

4.2 Engineer On-site Service

Service quality depends on engineer skill and habits. Use on-site Service SOPs to standardize steps, improve efficiency, and capture labor time. This video explains how to set up on-site Service SOPs.

5 Customer Feedback (Service Rating Configuration)

After an engineer completes service, collect customer ratings to capture authentic feedback about service quality. This video shows how to configure service rating templates and the channels for collecting customer feedback.

6 Customer WeChat Work Order Submission (Self-Service Portal Setup)

This video explains Terminal user self-service portal settings, including page configuration and the channels customers use to access the portal. Once configured, users can submit Work Orders and look up Terminals via the portal.

2 User — Operations

1 Terminal User Submission and Rating

This video demonstrates how Terminal users submit Work Orders and provide ratings from the mobile app.

2 Work Order Assignment — Mobile Operations

This video shows how a dispatcher assigns Work Orders from the mobile app, including assigning directly to an engineer and assigning to a Service Group first, then to an engineer.

3 Engineer Acceptance and On-site Service

This video demonstrates how engineers accept Work Orders and complete on-site standard operating procedures using the mobile app.