Service Callback (Manual Callback by Customer Service)

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

• Enablement 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 Evaluation object.
• Manage and configure the Service Evaluation object’s content and layout. 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 agent Roles in Roles & Permissions.
• The Follow-up Workspace is only visible to assigned follow-up agents.

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3. Configuring Follow-up Nodes in Workflows

• Set Work Order follow-up nodes (i.e., follow-up triggers) by dragging the Service Follow-up node into the workflow editor.

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3.1 Standard Follow-up

Applies to all Work Orders in the current workflow:
- Template: Uses the assigned Service Evaluation Record Type + Layout.
- Agent: Manually select follow-up agents.
- Buttons: Customizable.

3.2 Rule-Based Follow-up

Requires predefined follow-up rules:
- Rules: Prioritized matching (e.g., assign “Agent A” to “Maintenance” Work Orders).
- Conditions: Work Orders meeting criteria will trigger the rule.
- Template: Uses the assigned Service Evaluation Record Type + Layout.
- Agent: Assign specific agents or rotate among a fixed group.

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4. Follow-up Workspace Overview

When a Work Order reaches the follow-up node:
- Agents receive follow-up alerts.
- Work Orders appear in the Pending Follow-up list.

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5. Call Center (Outbound) Integration

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

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