Process service reviews

Invite a customer after the work order reaches the service review node, then verify the review record and node result.

Overview

A review has two actions: the task owner provides an entry, and the customer submits the form. The system can also send entries through WeChat, SMS, or email.

Role	Action	Entry
Engineer or task owner	Show a QR code, verify submission, and complete the node as prompted	App tasks or work order details
End user or guest	Open the entry, complete the form, and submit	QR scan, WeChat, SMS, or email link

Your organization controls the form, identity requirements, mandatory submission, skip options, and action labels.

Before you begin

IMPORTANT

• The work order reached the service review node. QR code entries appear only for QR-enabled methods.
• The engineer owns the review task and can view the work order.
• Registered-user reviews require customer sign-in. Guest reviews do not.
• Automatic channels require a valid external owner, mobile number, or email address.

Invite the customer

Use a QR code

1. In App tasks or work order details, open the Service Review task.
2. Select the QR-code action. Its legacy default label is Review QR Code.
3. Show the QR code to the customer.
4. Ask the customer to scan it with WeChat and open the review on their phone.
5. After submission, refresh the work order review records and task status.
6. If required, select the task's primary completion action.

Use automatic messages

Method	Requirement	Verify
WeChat	External owner is a connected user bound to the official account or mini program	External owner and binding
SMS	Rule target has a mobile number and the organization has quota	Mobile number and quota
Email	Rule target has an email address and the template contains the review link	Address and template

With channel priority, a successful higher-priority channel suppresses lower-priority channels. Otherwise, the system uses all selected channels.

Submit a customer review

1. Scan the QR code in WeChat or open the invitation link.
2. If prompted, sign in with an end-user account or register.
3. Verify the linked work order.
4. Enter the configured rating, comments, signature, and other content.
5. Select Submit.
6. Close the page and tell the engineer that submission is complete.

TIP

Guest reviews do not require sign-in. Only administrators can enable guest access.

Node completion

• Review required: The node advances only after submission.
• Skip allowed: A configurable skip action appears when enabled.
• Multiple reviews: Several customers can review the same work order.
• Automatic completion: After the configured wait, the system skips the node if no customer submits.

Each submission creates a service review record with its configured business type, layout, rating, comments, signature, and source.

Expected result

1. In work order details, open Service Reviews.
2. Find the customer's submitted record.
3. Verify the content and source.
4. Confirm that the node status follows its completion rule.

Troubleshooting

The QR-code action is unavailable

Confirm the current node, task owner, and QR-enabled method. Automatic-message-only configurations might omit it.

The customer must sign in

The organization permits only registered end users. Ask the customer to sign in or register.

The customer did not receive an automatic invitation

• For WeChat, verify the external owner and binding.
• For SMS, verify the mobile number and quota.
• For email, verify the address and review link, and check spam.

The node remains pending after submission

Refresh the order and review record. Complete any manual action after all required or multiple invitations.

Notes

• Do not submit a customer review from an engineer account.
• Do not forward a work order's review entry to unrelated people.
• Follow the current task's requirements for submission, skipping, and wait time.

Related topics

• Perform a customer follow-up
• Submit a service review
• Invite a customer to submit a service review
• Configure review methods and messages