Service Management Manuals

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Perform a customer follow-up ​

Contact a customer from the follow-up workspace, complete the form, and save the service satisfaction result.

Overview ​

At the service follow-up node, the system creates a task and notifies its owner. On the web, follow-up agents contact customers from Pending Follow-ups and record their answers.

The system saves follow-ups as Service Review records. Work orders can use different forms and action labels.

Before you begin ​

IMPORTANT

  • Use the follow-up agent or task owner's account. The workspace is visible only to follow-up agents.
  • The work order reached the service follow-up node and appears in Pending Follow-ups.
  • Verify the customer, contact, and phone number.
  • System calling requires call-center integration, an outbound-call work order configuration, and a bound calling account.

Perform a standard phone follow-up ​

  1. On the web, go to Service Pass > Pending Follow-ups.
  2. Open the work order.
  3. Verify the customer, contact, phone, problem, and service information.
  4. In the task, select the service follow-up action to open the form.
  5. Call the customer using the displayed phone number.
  6. Identify the work order and service covered by the follow-up.
  7. Ask each question and record the customer's answers, ratings, and comments.
  8. Complete all required fields.
  9. Select Save.
  10. Return to the work order and verify the record and process status.

NOTE

The legacy action label is Service Follow-up. Use the equivalent action shown in the current task.

Call through an integrated call center ​

  1. Go to Service Pass > Pending Follow-ups and open the work order.
  2. From more actions, select Call.
  3. Follow the call-center prompts to contact the customer.
  4. After the call, open the service follow-up form.
  5. Record each answer and complete required fields.
  6. Select Save.
  7. Verify the follow-up record and process status.

Task assignment ​

  • Standard follow-up: The node assigns the configured follow-up agent.
  • Rule-based follow-up: Conditions select a rule, which assigns a named agent or rotates through a fixed group.
  • Assigned tasks appear in the owner's Pending Follow-ups.

Follow-up forms ​

  • The Service Review business type and layout define the form.
  • Different work order conditions can match different questions, rating fields, and requirements.
  • Record the customer's answers exactly and do not add unrequested information.

Call center ​

  • Call appears only after call-center integration and related setup.
  • The follow-up agent needs a bound calling account.
  • Call-center integration requires the Online Customer Service Professional edition.

Expected result ​

  1. In work order details, open Service Reviews.
  2. Find the record created by this manual follow-up.
  3. Verify configured answers, ratings, comments, and agent fields.
  4. Confirm that the follow-up node status matches the task prompt.

Saving writes the follow-up content to a service review record linked to the original work order.

Troubleshooting ​

Pending Follow-ups is unavailable ​

Only follow-up agents can access this workspace. Ask an administrator to check the role and feature status.

The work order is missing ​

Confirm that the order reached the follow-up node and that your account owns the task. For rule assignment, verify the matched rule.

Call is unavailable ​

Use a standard phone call. Ask an administrator to check call-center integration, outbound-call configuration, and your calling account.

The form differs from another work order ​

Different conditions can select different business types and layouts. Complete only the current form.

You contacted the wrong customer ​

Do not save the answers. End the contact and verify the work order, customer, and contact before trying again.

Notes ​

  • Verify the work order and contact before disclosing service information.
  • Record the customer's original answers. Do not choose ratings or edit comments for them.
  • Call-center integration is optional. Standard phone follow-up remains available.