Work Order Processing Channels

1. Sales Representatives/General Employees/Dispatchers Creating Work Orders in ShareCRM

Use Case: Employees within the enterprise create Work Orders on behalf of customers directly via the ShareCRM app or web portal.

Configuration Highlights:

• Assign relevant permissions for the Work Order object (e.g., create, view list) to employees/Roles. For instructions, refer to the Team Management Guide.
• Assign Work Order Record Types to Roles. For setup, see the Preset Object Management Guide.
• Configure web/mobile menu entries in the CRM or Service Connector app.

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2. Online/400 Support Agents Creating Work Orders via Customer Service Console

Use Case: Terminal users encounter issues and submit Work Orders through online chat or 400 hotline with assistance from support agents.

Configuration Highlights:

• Assign Work Order object permissions (e.g., create, view list) to employees/Roles. Refer to the Team Management Guide.
• Assign Work Order Record Types to Roles. See the Preset Object Management Guide.
• Expose the Work Order object in the online support > Access Channel Settings > Extension Panel. For details, review:
  • Web Channel Integration
  • WeChat Channel Integration
  • Call Center Integration Guide.

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3. External Terminal Users Submitting Self-Service Work Orders

Use Case: Terminal users submit Work Orders via the enterprise’s WeChat Official Account, ShareCRM public mini-program, or hosted mini-program. User registration via mobile number links submissions to CRM Accounts/Contacts.

Configuration Highlights:

• Configure Terminal user registration and login verification. See the Terminal User Registration Guide.
• Define permitted business objects and assign Record Types/layouts to Terminal users. Refer to the Business Objects and Role Permissions Guide.
• Configure Work Order submission portals in the self-service interface. Follow the Terminal User Portal Guide.
• Share mini-program codes or Official Account QR codes with users or display them on devices. Details in the WeChat Service Account Integration Guide.

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4. External Terminal Users Submitting Work Orders via Device Code Scanning

• Enterprises generate and display device codes on equipment.
• Terminal users scan the Device Code to submit Work Orders.

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5. Work Order Integration from External Systems

Enterprises create Work Orders in external systems but use ShareCRM for assignment and processing by syncing data to the Work Order object.

Methods:
1. Leverage the ShareCRM Integration Platform.
2. Submit custom development requests to your account manager.
3. Self-develop using ShareCRM Open APIs for synchronization.

6. Special Scenario: Work Order Submission via Existing Enterprise Systems/Websites/Mini-Programs

Special Scenarios:
1. Terminal users submit Work Orders via the enterprise’s proprietary app.
2. Terminal users submit Work Orders via the enterprise’s website.
3. Enterprises enable Work Order submission via proprietary mini-programs.

Note: Integration with ShareCRM requires involvement of the enterprise’s development team for all embedded pages.

6.1 Method 1: Embedding Smart Form Links

• Provide developers with the Work Order object’s smart form link for embedding.
• Limitation: Smart forms cannot auto-match user identities with CRM Accounts/Contacts.

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6.2 Method 2: Custom Development

Note: Embedding ShareCRM pages into proprietary apps/websites/mini-programs requires enterprise developer collaboration.
- To link submissions to CRM Accounts/Contacts, submit custom development requests via your account manager.
- Requirement: Enterprise developers must participate in the process.