1. Service Request Settings
Service request is a functional module of the online customer service application and needs to be manually enabled. The enabling setting path is: Online Customer Service ---> Service Request Settings, click the enable button to enable.
Service Request
2. Service Request Settings
1. Service Request Handler Settings
After enabling the service request, the system will add a preset role [accepting customer service], all service request business needs to be handled by this role, when enabling the service request function, you can check to assign existing customer service personnel to accept customer service The role option, after checking, all customer service personnel will be automatically assigned to accept customer service roles. If your company's employees who handle service requests are non-customer service personnel, you don't need to check the options for assigning roles when enabling the service request function. You can manually maintain the role of accepting customer service for the corresponding employees in the background. The maintenance path is: Management--->Business Function Permission.
2. Service Request Submission Settings
There are two submission modes for service requests, valet submission and self-service submission.
Submission by valet: The customer contacts the customer service staff through telephone, webpage, WeChat and other channels, and the customer service staff creates a service request and records the information. After the service request function is enabled, the accepting customer service can manually create a service request in the system. If the accepting customer service is the customer service personnel, then the accepting customer service can create a service request on the customer service workbench. You need to set up a new entry for service request in the service channel of the customer service. The setting process is as follows: Online Customer Service--->Webpage\WeChat Access Settings- -->Workbench Expansion Information--->Associated Information--->Management
After the setting is complete, you can view and create service requests in the sidebar of the customer service workbench.
Self-service Submission: Enterprises can open the portal for submitting service requests, and customers can submit service requests by themselves. To use the above functions, you need to enable the self-submission option.
After enabling the self-service submission option, you also need to configure the self-service submission option entry in the WeChat official account. As shown below
If you have not connected to the WeChat official account, you need to access the WeChat official account first, and complete the docking according to the guides.
After enabling self-service submission of service requests, you need to set relevant permissions for external users. Set the permission path: Management--->Interconnection Role--->Individual User, and set the permissions as shown in the figure below.
After the configuration is complete, you can view the entry under the WeChat official account, as shown in the figure below. Enterprises can set the fields and display layouts that users need to fill in according to their actual business needs. For specific tutorials, please refer to Layout.
After a user submits a service request, all personnel with the role of accepting customer service can view unassigned service requests in the system to-do list.
3. Allow Visitors to Submit Service Requests
After the portal for submitting service requests is opened, accounts with identities in the system (that is, maintained as interconnection users) can submit the request by themselves; if the company allows unregistered users to submit service requests, they need to open the visitor identity.
After the interconnection visitor identity is enabled, the request can be submitted through the visitor identity.
4. Service Request Distribution Settings
The service requests submitted by users themselves need to be processed by specific employees. The system presets the distribution process of service requests. When an end customer submits a service request by himself, all personnel with the role of accepting customer service will receive a pending message. Documents can be processed after receipt.
5. Conversion Settings of Service Request to Work Order
If the service request needs to be converted into a work order, you need to enable the setting item of converting the service request to a work order. After enabling it, the system will automatically create the association between the service request and the work order, and preset the button and field mapping rules for converting the work order. After the service request clicks the button to transfer to the work order, the work order can be automatically generated.
3. Use of Server Request
1. Use Service Request on Customer Service Workbench
For customer service staff, during the communication process with accounts, they can quickly create service requests on the customer service workbench.
After the service request is created, you can proceed to the next step according to the actual processing situation, such as closing the service request or transferring the work order.
2. Handle Service Requests Submitted by Self-service
The service request submitted by the user through the WeChat channel will be sent to all employees who have the role of accepting customer service through the to-do message. The accepting customer service can go to the to-do center to receive the service request that they need to process, and then process it in the normal process after receiving it.
