Service Evaluation (Terminal User Feedback)

After service completion, customers are required to provide service feedback. You can configure the feedback content for different service scenarios. When an enterprise handles multiple types of Work Orders, you can either apply the same feedback template across all types or configure distinct templates for each.

To enable external users (Interconnection users) to submit service feedback, Terminal User Service Connector capabilities are required:

1) Purchase the relevant Products
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2) Activate Terminal User Service Connector
- Activation path: Service Connector app → System Settings → Overview Settings → Select Terminal User Service Connector
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Configuration path: Service Connector > System Settings > Terminal User Service Connector > Customer Feedback

Pro Tips:
1. Navigate to the [Service Feedback] object to configure Record Types and layouts. Then assign these Record Types and layouts to Terminal Users and guest Roles in the Terminal User Service Connector business objects.
2. To simplify the registration and login process for Terminal Users, consider enabling guest feedback by granting the “Service Feedback” object’s functional permissions to the guest Role.
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Video tutorial:

1. Service Feedback Templates

### 1.1 [Service Feedback] Template and Layout Configuration - Field descriptions for the [Service Feedback] object:

• To configure the Service Feedback object, click [Configure] or navigate to Object Management to set up content and layouts. Multiple Record Types can be created for different Work Order types.
• Add star rating fields to the [Service Feedback] object: Choose between 5-point or 10-point scales. Rating data and statistics are numeric.
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• Manage and configure [Service Feedback] Record Types and layouts
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Pro Tip: When setting up Service Feedback layouts for Terminal Users, configure field alignment options.
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1.2 Assigning Service Feedback Object to External Roles

• In Terminal User Service Connector > Business Objects, configure visible Record Types, layout assignments, and data permissions for the [Service Feedback] object for external Terminal User Roles.
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1.3 Granting “Create” Permission for [Service Feedback] to External Roles

• Grant “Create” permission for the [Service Feedback] object to “Terminal Users” (users with existing Interconnection identities).
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2. Configuring Service Feedback Nodes in Workflows

• Service Feedback must be triggered through dedicated workflow nodes. Always configure Service Feedback nodes.
• Place a “Service Feedback” node at any stage in your workflow.

2.1 Standard QR Code Feedback

• Select “QR Code Feedback” as the feedback method. This requires specifying a feedback template (Service Feedback Record Type). During workflow execution, the system will display the layout assigned to external Terminal Users. The default assignee is the Work Order’s “Service Engineer” field. The main action button label can be customized, and you may hide the “Skip Feedback” button in pending tasks.
• Selecting “QR Code Feedback” allows multiple submissions, ideal for scenarios where multiple customers need to provide feedback for a single Work Order.
• Auto-completion: If the Terminal User doesn’t submit feedback within the set timeframe, the system will automatically skip the feedback node.
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2.2 Rule-Based Feedback Matching (Supports Multiple Feedback Methods)

• Select “Rule-Based Matching” as the feedback method to execute feedback rules (requires configuring evaluation rules).

• Auto-completion: If the Terminal User doesn’t submit feedback within the set timeframe, the system will automatically skip the feedback node.
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• Designed for enterprises needing multiple evaluation rules for single Work Order types. (Must be used with “Service Feedback” nodes set to rule-based matching.)

• Click “Adjust Priority” to modify rule precedence.
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• Rule Name: Name of the feedback rule.
• Work Order Scope: Conditions determining which Work Orders this rule applies to.
• Service Feedback Record Type: Determines which Record Type and layout to use when evaluating the Work Order.
• Manual Invitation: Displays QR code for engineers to present to customers after service completion.
• WeChat Message Push: Automatically sends WeChat messages inviting feedback. Recipients: The Work Order’s external owner field (API name: out_owner) must be bound to an Interconnection user (with linked WeChat Official Account or Mini Program). Recommended registration rules:
  Registration Rule 1
  Registration Rule 2
  Registration Rule 3
• SMS Invitation: Automatically sends SMS to specified mobile numbers. Insufficient SMS quota will cause delivery failures.
• Email Invitation: Sends emails to specified addresses. Maintain email templates with feedback shortlink variable #URL#.
• Message Priority: When disabled, all selected channels are sent simultaneously. When enabled, higher-priority messages are sent first; lower-priority messages are skipped if higher ones succeed.
• Mandatory Feedback: If enabled, the workflow cannot proceed to the next node until feedback is submitted.
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3. Service Feedback Notification Settings

• The system provides preset feedback notifications. Modify them via User Notifications.
• To modify WeChat Official Account/Mini Program templates, see: Terminal User Notifications
• WeChat Official Account Template Messages/Mini Program Notifications:
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• SMS Notification Template: “Dear Customer: Your [Work Order #WorkOrderNumber# - #Subject#] has been completed. Thank you for your support. Provide feedback now: #URL#”
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Note: For email templates, insert link text in HTML format using: <a href="#URL#"> Provide Feedback Now </a></span>
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4. Terminal User Service Feedback Examples

### 4.1 Exclusive to Terminal Users (Interconnection Users) with Role Permissions (Requires Identity Verification)
> Use case: Restrict feedback submission to authenticated users (guests cannot submit).

For Terminal User login/registration identity conversion, see: Terminal User Registration and Login.
Grant specified Terminal User Roles “Create” permission for [Service Feedback].
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• QR Code Feedback: Engineers present QR codes to customers after service completion.
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WeChat Message Push: Automatically sends WeChat or Service Connector notifications.
Note: WeChat message delivery has strict requirements:
1. Must comply with pre-registration rules and depend on the Work Order’s external owner field value.
2. Verify preset WeChat templates are enabled:
WeChat Official Account Templates
WeChat Mini Program Templates

• Recipients: Work Order’s external owner field (API name: out_owner) must be bound to an Interconnection user with linked WeChat Official Account or Mini Program. Mandatory registration rules:
  Rule 1
  Rule 2
  Rule 3

• Work Order “External Owner” assignment logic:

  1. If submitted directly by a Terminal User (Interconnection user), auto-assigns “External Owner” = submitter.
  2. If submitted by internal employees:
     a) When Contact is specified and has linked Interconnection user, assigns that user.
     b) When Contact has no linked user but provides phone, searches for matching personal Interconnection users.
     c) When Contact has no linked user but provides email, searches for matching personal Interconnection users.
     d) Guest submissions leave “External Owner” blank (guests cannot receive WeChat notifications).
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