Service Management Manuals

Appearance

Purchase and activate Service Pass ​

Purchase and activate Service Pass to establish the foundation for implementation and business configuration.

Overview ​

First, confirm the purchase scope for Service Pass and CRM. Then activate the capabilities that your organization plans to use. This guide focuses on End User Service Pass requirements and activation. After activation, configure end-user accounts, object permissions, and access channels.

The original purchase information uses Service Pass Professional Edition as an example. If a capability is unavailable, check your edition, license, quota, and account permissions.

Before you begin ​

  • Identify the required scenarios, such as internal work order processing, end-user self-service intake, or service provider collaboration.
  • Confirm that your organization purchased Service Pass and CRM. Service Pass users also need a CRM license and the appropriate permissions.
  • To activate End User Service Pass, determine the required number of users and channels. Prepare an administrator account with system settings permissions.

Procedure ​

1. Confirm the purchase scope ​

  1. Confirm the Service Pass edition and CRM user resources for your implementation scenario.
  2. Determine whether on-site SOPs, service reports, service ratings, the service provider portal, or other extensions require separate applications or quotas.
  3. To provide an end-user portal, confirm that you purchased enough end-user capacity. Activating each user consumes one unit of the quota.

2. Check accounts and permissions ​

  1. Prepare CRM accounts for internal Service Pass users. Grant access to Service Pass and the required business objects.
  2. Sign in as an administrator and open Service Pass system settings. Confirm that you can access Configuration Overview and All Features.
  3. For end-user access, prepare the accounts, objects, roles, and channel information that you will configure later.

3. Activate End User Service Pass ​

  1. Go to Service Pass > System Settings > Configuration Overview.
  2. Under External Connections, find End User Service Pass. Confirm that it is purchased and available for activation.
  3. Open its configuration page and follow the prompts to activate it.
  4. Return to Configuration Overview and confirm that End User Service Pass is active. If the page shows only purchase or quota information, resolve that issue first.

4. Continue configuring the end-user portal ​

  1. Go to Service Pass > System Settings > All Features > End User Service Pass.
  2. Configure mobile views, account activation, business objects, and role permissions as required.
  3. Configure a WeChat Official Account, WeChat Mini Program, or another access channel. Validate it with an end-user test account.

For details, see Enable the customer self-service portal, Configure end-user accounts, and Configure object and role permissions.

Expected results and validation ​

  • You confirmed the Service Pass and CRM purchase scope, internal user resources, and end-user quota.
  • End User Service Pass appears as active on Configuration Overview.
  • Administrators can access all End User Service Pass settings and continue configuring accounts, permissions, and channels.
  • A test end user can access the configured portal content according to the granted permissions.

Troubleshooting ​

End User Service Pass is missing from Configuration Overview ​

Confirm that your organization purchased the capability and that your account has Service Pass system settings permissions. Contact your account manager if it remains unavailable.

Activation reports insufficient end-user capacity ​

Check the purchased and consumed quota. Purchase additional end-user capacity before retrying activation.

End users cannot see the portal or work orders after activation ​

Activation only initializes the product. Check end-user accounts, object and role permissions, and the configured access channel.

Notes ​

  • Purchasing Service Pass does not automatically expose every business object or entry point. Configure accounts, roles, fields, and data access separately.
  • End-user capacity is a separate quota. Check the remaining capacity before creating or activating users.
  • Available packages, licenses, and settings depend on your contract. Use your organization's configuration page and purchased resources as the source of truth.