how_to_use_work_order_in_customer_service_module

• go to [System Modules], find work order module

Module Installation,plase refer to module_installation

• go to [Work order] → [Work order], click [Add], we can add many kinds of work order as required
• We can config where the new work order should go, including CrebyRetention and DirectFlow to group
  • CrebyRetention: the work order will be assiged to the agent who create it.
  • DirectFlow to group: the work order will stay in unassigned status, until the agent group assign it to some agent

• We need select the range to determine which groups the work order could go

• Go to “customize Filed”, we could add any fields we need in this work order

• Click [Add Field], we can read the customized fields list

• We could bind customer service call result with a work order, when select this call result, we could get the link to create the work order

• Agent could create work order from customer service popup page
• select the call result, it will display the link to create the work order

• As agent group, he can create a work order and assign them to agents

• Agent could see his unfinished work order list in [My Work Order] → [New]

• Double click the work order it will display the detail

• When the work order is fixed, agent could update status of the work order
• When agent job is done, the work order will wait to get verify, group admin could read these work order under new tab

• Group admin could set if a work order is done, he can choose “Verify Failed”, return the work order to agent, or “Verify Success”, close the work order or send it to another group

• Group admin could see all work orders, and all operation of the work order will be saved

• Agent could see work order history of a customer in customer service popup page

• Go to [Customer Service] → [Missed Calls], group admin could add work order for missed calls