Legacy - Terminal User Processing

1. Scenario Overview

• The Terminal User Handling feature allows end users in external channels (for example, WeChat or SMS) to fill out and submit CRM objects (for example, Work Orders). In mail-in repair scenarios, you need customers to ship Faulty Terminals to the manufacturer. The system sends the customer a form to collect shipping and tracking details so service staff can monitor logistics and the arrival of the Faulty Terminal. In exchange/repair scenarios where a replacement device ships to the customer, the manufacturer needs the customer to upload photos and confirm receipt.
• In mail-in repair scenarios, the system sends the customer a form to collect shipping and tracking details so service staff can monitor logistics and the arrival of the Faulty Terminal.
• In exchange/repair scenarios, after the manufacturer ships the replacement Terminal, the customer must upload photos and sign to confirm receipt.
• When configuring this feature, pay attention to several aspects: the Terminal User Handling node configuration, the node settings within the Work Order Business Process, and which fields the Terminal sees (i.e., the Work Order page layout used by the Terminal user).
• Terminal User Handling node configuration
• Node settings inside the Work Order Business Process
• Fields visible to Terminal users (i.e., the Work Order object layout used by Terminal users)

2. Configuration Flow

1. Access

Service Connector application -> System Settings -> App Settings -> Terminal User Handling, as shown below:

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2. Create a New Node

Open Terminal User Handling and click “Create Submission Node” in the upper-right corner. Common use cases:

• Terminal user reviews a Work Order and confirms
• Terminal user fills in specific Work Order fields

2.1 View Work Order and Confirm

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• Node Name: customize a business name; you will reference this when configuring the Business Process
• Action: View Work Order and Confirm
• Object: Work Order
• Configure Fields: select the target fields that the Terminal user needs to review or act on and display them as shown. Tip: preconfigure the required fields on the Work Order object in CRM, then select them here.
• Delivery Methods: choose how this node reaches customers; you may select multiple methods to trigger simultaneously.
• Allow Anonymous Submission: set whether Terminal users can submit without logging in. If enabled, anyone with the pushed link can open and act on it. To support anonymous (guest) users, enable Guest Mode in Interconnection Management -> Interconnection Settings -> Basic Settings.
• Click Save to finish.

2.2 Edit Work Order

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• Node Name: customize a business name for use in the Business Process
• Action: View Work Order and Confirm (or Edit as required)
• Object: Work Order
• Configure Fields: select fields the Terminal user will confirm or edit. Tip: preconfigure required fields on the Work Order object in CRM, then select them here.
• Delivery Methods: choose how to notify the customer; multiple methods can be selected and triggered together.
• SMS Template Settings:
  • Phone Number: select which field provides the recipient phone number (for example, Contact.Phone on the CRM Contact record).
  • SMS Content: supports a combination of static text and variables.
  • Example: “Hello, after shipping please click the link #URL# and enter the courier tracking number.”
• Email Template Settings:
  • Sender Email: configure the company system email for sending mail.
  • Recipient Email: choose which field provides the recipient email address (for example, Contact.Email).
  • Email Content: supports a combination of static text and variables.
  • Example: “Hello, after shipping please click the link #URL# and enter the courier tracking number.”
• Allow Anonymous Submission: set whether Terminal users can submit without logging in. If enabled, anyone with the pushed link can open and act on it. To support anonymous (guest) users, enable Guest Mode in Interconnection Management -> Interconnection Settings -> Basic Settings.
• Click Save to finish.

3. Business Process Configuration

Configure the Work Order business process as usual, with the following notes:

• Tip 1: When setting basic Business Process properties, enable Interconnected Process and select Interconnection App = Service Connector - Terminal User, as shown below:

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• Tip 2: When configuring a process node, add a Service Connector application node — “Terminal User Handling”:
  • App = Service Connector - Upstream Manufacturer
  • Action = Terminal User Handling
  • Handling Type: bind to one of the previously created Terminal nodes; choose the desired node, as shown below:

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4. Terminal User Experience

4.1 Terminal User Receives Notification

Set external notifications in Notification Settings (for example, WeChat, SMS, or Mini Program). See Terminal User Notifications.

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Below are examples of SMS and email push messages. The user clicks the link to begin the workflow.

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4.2 Terminal User Layout

For a good Terminal user experience, create a simplified layout specifically for Terminal users.

• Tip 1: Work Order object layout

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• Tip 2: Assign this layout to Terminal users in Service Connector Terminal User -> Business Object:

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