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====== how_to_use_work_order_in_customer_service_module ====== ===== Module Installation ===== * go to [System Modules], find work order module {{:en:how-to:workorder_install_1.jpg?&650|}} * click [INSTALL], finish the installation {{:en:how-to:workorder_install_2.jpg?&650|}} ===== Create a kind of work order ===== * 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 {{:en:how-to:workorder_add.jpg?&650|}} * We need select the range to determine which groups the work order could go {{:en:how-to:workorder_range.jpg?&650|}} * Go to "customize Filed", we could add any fields we need in this work order {{:en:how-to:workorder_custom.jpg?&650|}} * Click [Add Field], we can read the customized fields list {{:en:how-to:workorder_custom_1.jpg?&650|}} ===== Binding Work Order ===== * 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 {{:en:how-to:customerservice_callresult.jpg?&650|}} ===== Create a 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 {{:en:how-to:customerservice_popup.jpg?&650|}} {{:en:how-to:customerservice_popup_1.jpg?&650|}} * As agent group, he can create a work order and assign them to agents {{:en:how-to:workorder_agent_group_created.jpg?&650|}} ===== Work Order Flow ===== * Agent could see his unfinished work order list in [My Work Order] -> [New] {{:en:how-to:workorder_list.jpg?&650|}} * Double click the work order it will display the detail {{:en:how-to:workorder_detail.jpg?&650|}} {{:en:how-to:workorder_detail_1.jpg?&650|}} * 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 {{:en:how-to:workorder_verify.jpg?&650|}} * 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 {{:en:how-to:workorder_verify_1.jpg?&650|}} * Group admin could see all work orders, and all operation of the work order will be saved {{:en:how-to:workorder_finished.jpg?&650|}} {{:en:how-to:workorder_finished_1.jpg?&650|}} {{:en:how-to:workorder_created.jpg?&650|}} * Agent could see work order history of a customer in customer service popup page {{:en:how-to:customerservice_history.jpg?&650|}} ===== Missed Calls ===== * Go to [Customer Service] -> [Missed Calls], group admin could add work order for missed calls {{:en:how-to:workorder_missed_calls.jpg?&650|}}