Service Follow-up (Manual Follow-up by Customer Service)

You can conduct follow-ups on Service Work Orders, which automatically generate follow-up tasks to complete customer satisfaction surveys.

• Access Path: Service Connector > Business Plugins > Service Follow-up
• Default Status: Disabled by default (can be manually enabled)

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1. Service Follow-up Object Management

• Follow-up records are stored in the Service Feedback object.
• Manage and configure the content and layout of the Service Feedback object. You can set multiple Record Types for follow-up evaluations based on different Work Orders and assign corresponding layouts.

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2. Assigning Follow-up Agents

• Configure follow-up agents in Roles & Permissions.
• The follow-up dashboard is only visible to assigned follow-up agents.

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3. Configuring Follow-up Nodes in Workflows

• Set follow-up nodes in Work Order workflows (i.e., timing for follow-ups). Drag and drop the Service Follow-up node in the workflow editor.

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3.1 Standard Follow-up

Applies to all Work Orders in the current workflow.
- Template: Service Feedback Record Type + Layout (determines the evaluation form displayed during follow-ups).
- Agent Assignment: Manually select agents.
- Buttons: Customizable.

3.2 Rule-Based Follow-up

Requires predefined follow-up rules:
- Rules: Assign different follow-up agents based on Work Order conditions (e.g., “Record Type = Maintenance” assigns “Agent A”). Priority-based matching applies.
- Conditions: Define which Work Orders trigger the rule.
- Template: Service Feedback Record Type + Layout.
- Agent Assignment: Assign specific agents or enable round-robin distribution.

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4. Follow-up Dashboard Overview

When a Work Order reaches the follow-up node, the system automatically:
- Sends follow-up reminders to assigned agents.
- Lists the Work Order in the Pending Follow-ups section.

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5. Integrating Call Center (Outbound)

1. Enable call center integration in Service Follow-up > Basic Settings.
2. Configure Work Orders as outbound objects and bind agents to call center accounts. Learn more: ShareCRM Call Center Integration Guide.
3. An Outbound Call button will appear on Work Order details pages after enabling.

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