Service Provider Account (New)

1. Service Provider Overview

1.1 What is Service Provider Management?

A Service Provider is an external partner organization. ShareCRM’s Service Connector Service Provider Management lets your company manage external service provider resources. Use the Service Provider Management module to maintain external providers and provision or assign accounts to them.

The Service Provider module supports scenarios such as customers submitting Work Orders to Service Providers, assigning Work Orders to external providers, Service Provider engineers performing on-site service, and managing Parts for providers. This helps mid-to-large enterprises outsource service operations, reduce after-sales costs, and improve service efficiency.

Currently supported login/access channels for Service Providers: ShareCRM App, Web, and WeChat Service Account.

1.2 Prerequisites

• External Service Provider accounts require purchasing an Interconnection Enterprise account and enabling the Interconnection Work feature. For purchase and activation details, see: http://help.fxiaoke.com/2615/ebc1/d910/19dd (Interconnection Platform Activation)
• Service Providers are created based on Partners; ensure the Partners module is enabled.
• Initialization entry: Service Connector app -> System Settings -> Overview Settings -> select “Service Provider Portal”

For details, see: https://help.fxiaoke.com/1a54/4107/2f99/e4cc/92ee (Service Provider Portal Activation)

1.3 How Service Provider Company Accounts Are Provisioned

(Ensure your enterprise has sufficient quota. To check quota, see: http://help.fxiaoke.com/2615/ebc1/d910/6cf7)

• Default: an Interconnection administrator manually creates Service Provider accounts.
• Sales representatives can also provision Service Provider accounts.
• Self-registration by downstream Service Provider users is supported.

2. Service Provider Account Provisioning

Tip: Preload all Service Provider company details into the Partner object and Service Provider engineer details into the Partner Contact object for convenience.

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To assign Work Orders to a Service Provider, the Interconnected enterprise must belong to the enterprise group “Service Business - Service Provider”.

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To assign Work Orders to an engineer, the Interconnection user must have the “Service Provider Engineer” Role.

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2.1 Service Connector Administrator: Provision a Service Provider Company Account

Entry: Service Connector > Service Provider Management > Service Providers

1. Click “Add Service Provider”
2. Select the Partner(s) to provision as Service Provider accounts. Each selected Partner must have at least one Partner Contact.
3. Assign the enterprise group: Service Business - Service Provider. Specify the provisioning Roles for the Service Provider account owner, such as “Service Provider Supervisor”, “Service Provider Dispatcher”, or “Service Provider Engineer”.
4. Confirm the Service Provider details and click Submit to manually provision the enterprise account.

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2.2 Service Provider Accounts Provisioned via Other Methods

• You must assign the enterprise group “Service Business - Service Provider” to any Partner-level Interconnection enterprise provisioned via other means; otherwise, that Service Provider will not appear in dispatch selection.

Method 1: Select the Interconnected enterprise and click “Edit”.

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Method 2: Assign the enterprise group in Enterprise Group Management.

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• You must also assign the Role “Service Provider Engineer” within the enterprise group to Interconnection users (Partner Contact Interconnection users) provisioned by other methods.

Method 1: Select the Interconnection user and click “Edit”.

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Method 2: Under Interconnection Roles -> Service Provider Engineer, add existing Interconnection users (enterprise Interconnection users).

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2.3 Interconnection Administrator: Manually Create Service Provider Company and Staff Accounts

Entry: Admin > Interconnection Management > Interconnection Users

1. Under Connected Enterprises, click Add Connected Enterprise and select a Partner.
2. Select the Partner(s) to provision as Service Provider enterprise accounts and confirm. (Note: each Partner provisioned as a Service Provider must have at least one Partner Contact.)
3. Assign enterprise group: Service Business - Service Provider. Specify provisioning Roles for the enterprise owner, such as “Service Provider Supervisor”, “Service Provider Dispatcher”, or “Service Provider Engineer”.
4. Confirm details and click Submit to manually provision the enterprise account.

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Provision a Service Provider Engineer: 1. Select the Service Provider (Interconnection enterprise) and go to “Interconnection Users”. 2. Click New, choose the Contact to provision, and assign the Role “Service Provider Engineer”.

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2.4 Sales Rep Provisioning of Service Provider Company Accounts

What is Sales Rep provisioning of Service Provider accounts? When enabled, after a sales rep creates Account and Contact records in CRM, a Service Provider employee who later uses the Interconnection app (via public account, app, or Web) can enter their mobile number. If that number matches a Contact’s phone, the system automatically provisions an Interconnection account for that Contact—no Interconnection administrator intervention required. Typically this restricts Interconnection provisioning to users with an existing business relationship rather than opening it to all users.

• Enable Sales Rep provisioning: Admin > Interconnection Management > Interconnection Settings > Business Plugin
• Click “Configure Parameters”, enable the feature, and assign Roles, including the Partner role.
• After adding the corresponding Account and Contact records in CRM, a Service Provider employee entering their mobile number in the public account will match the Partner and Contact phone; the system then automatically provisions an Interconnection account based on the Contact.

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