Service Request

I. Service Request Setup

Service Requests are a universal feature module for Online Customer Service and Service Connector applications, requiring manual activation.

Activation Path for “Online Customer Service” App:
Online Customer Service → Service Request Settings → Click “Enable”

Activation Path for “Service Connector” App:
Service Connector → System Settings → Value-added Plugins

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II. Service Request Configuration

1. Assignee Setup

Add assignees who can handle service request assignments.

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2. Submission Modes

Service requests support two submission modes: Agent-assisted and Self-service.

Agent-assisted Submission:
When customers contact support via phone, web, or WeChat, agents create service requests on their behalf. Enabled agents can manually create requests in the system. For agents using the service console, configure the submission entry at:
Online Customer Service → Web/WeChat Access Settings → Console Extensions → Associated Information → Management

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After setup, view and create requests in the console sidebar:

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Self-service Submission:
Enable this option to allow customers to submit requests directly. Configure the entry in WeChat Official Account:

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For unconnected WeChat accounts, complete integration first. Then set external user permissions at:
Admin → Interconnection Roles → Individual Users → Configure permissions as shown:

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The submission entry will appear in WeChat Official Account. Customize fields and layouts per business needs (see Layout Guide).

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Submitted requests appear in the task list for all agents with “Service Agent” roles:

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3. Guest Submissions

Enable this option to allow unregistered users to submit requests:

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4. Assignment Rules

Configure automatic routing of self-service requests to agent groups:

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5. Work Order Conversion

Enable automatic Work Order creation with predefined field mappings:

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III. Service Request Usage

1. Console Operations

Agents can create requests during customer interactions:

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After creation, close requests or convert to Work Orders:

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2. Handling Self-service Requests

WeChat-submitted requests generate task notifications for agents:

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IV. Mail-in Repair Management

1. Business Scenario

When products require repair/replacement, customers can submit mail-in requests with full logistics tracking for transparent service.

2. Feature Setup

Activation Path:
Service Connector → Service Request Plugins → Mail-in Repair

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Required Configurations: - Service Centers: Add addresses with product/region coverage for automatic return address recommendations
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• Terminal Submissions: Configure self-service entries in service accounts/mini-programs
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• One-click Logistics: Enable for partnered carriers to allow doorstep pickup
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• Workflow Nodes: Preset stages include:
  • Repair Receipt: Manual/auto confirmation when products arrive
  • Return Shipment: Technician enters return tracking
  • Customer Receipt: Manual/auto confirmation
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• Progress Tracker: Visual component showing current stage (customizable via Service Request Object → Mail-in Repair Layout → Progress Component)
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