Configure service provider accounts and engineers

Activate partners as service provider connected enterprises, and create service provider personnel accounts and roles for partner contacts.

Overview

Service provider accounts involve the correspondence between internal business data and connected accounts:

Business information	connected identity after activation	Purpose
Partner	Service Provider Internet Enterprise	As a service provider subject that can be assigned work orders
Partner contact	connected user	Log in as a service provider supervisor, service provider dispatcher or service provider engineer
Service provider engineer role	Service provider engineer information	After assigning the role, the engineer information used to assist in dispatching is automatically generated

The service provider enterprise must be assigned Service Business-Service Provider, and the service provider engineer must have the role of Service Provider Engineer to be selected in the corresponding dispatch scenario.

Before you begin

• The service provider portal is enabled, with sufficient connected-enterprise and user quota.
• The service provider enterprise has been maintained in the Partner object, and at least one partner contact has been maintained.
• The responsibilities of each contact person have been determined: service provider supervisor, service provider dispatcher or service provider engineer.
• Use the service pass administrator or Internet administrator account.

Configuration steps

1. Add the service provider by the Service Pass administrator

1. Enter Service Pass > Service Provider Management > Service Provider.
2. Click Add Service Provider.
3. Select the partner to activate. The partner must have at least one contact.
4. Assign Service Business-Service Provider.
5. Select the person in charge of the service provider and assign the roles of service provider supervisor, service provider dispatcher or service provider engineer according to actual responsibilities.
6. Submit after verifying the service provider information.

After submission, the system establishes a service provider interconnection enterprise for the partner. Only connected enterprises that have been assigned Service Business-Service Provider can participate in order dispatching as service providers.

2. Add service provider engineer

1. Enter the engineer list in Service Provider Management > Service Provider Engineer.
2. Click Add Service Provider Engineer and select the partner contact belonging to the current service provider.
3. Assign the Service Provider Engineer role to the contact who needs to perform on-site service.
4. Assign the role of Service Provider Order Dispatcher to the contact person responsible for dispatching orders within the service provider; when the same person needs to concurrently serve as an engineer, the engineer role will be assigned according to actual responsibilities.
5. After submission, check the service provider and role status of the person in the service provider engineer list.

After assigning the service provider engineer role, the system will automatically generate the corresponding service provider engineer information. This object is used to maintain auxiliary dispatch information such as location, rating, serviceable customer level or product category. Object data should not be created directly.

3. Open an account through Internet management

When it needs to be operated by the Internet administrator:

1. Go to Management > Connected Management > Internet Users.
2. Click Add docking company in the docking company and select a maintained partner.
3. Assign Service Business-Service Provider to the connected enterprise, and select the service provider role for the person in charge.
4. Open the connected enterprise's user list, select the partner contact, and assign the appropriate role.

connected enterprises and connected users that have been created through other methods must also complete the partnership, Service Business-Service Provider and personnel roles, otherwise they cannot be selected when dispatching orders.

4. Enable other activation methods as needed

• Salesperson activation: Enable it in Management > Connected Management > Internet Settings > Business Plug-in, and assign the service provider role to partners. When service provider personnel use maintained mobile phone numbers to access connected applications, they can match partner contacts and open accounts.
• Service provider self-registration: You need to set the partner and contact registration layout, roles and Service business-service provider in the Internet registration configuration. This method may produce errors or duplicate data, and is not recommended as the default activation method.
• Existing order-related account: Associate the partner with the same name in the connected enterprise and assign Service Business-Service Provider, and then supplement the existing Internet personnel with the role of service provider dispatcher or service provider engineer.

Expected results and verification

• The service provider interconnection enterprise corresponding to the partner appears in the service provider list.
• connected users who have been assigned the engineer role appear in the service provider's engineer list.
• The service provider entity can be selected when assigning service providers, and the service provider engineer can be selected in the corresponding engineer dispatch node.
• After the service provider supervisor, service provider dispatcher and service provider engineer use their respective roles to enter the portal, they will only obtain the capabilities allowed by the subsequent permission configuration.

FAQ

Unable to select a partner when adding a service provider

Confirm that the partner profile has been created and at least one partner contact is maintained.### Cannot find the service provider when dispatching the order

Check whether the corresponding connected enterprise is associated with the correct partner and has been assigned Service Business-Service Provider.

The service provider engineer cannot be found when dispatching an order

Check whether the contact has been activated as an connected user, belongs to the corresponding service provider, and whether the Service Provider Engineer role has been assigned.

The engineer information is inconsistent with the account number

Service provider engineer information is generated by account roles. First correct the partner contact person, connected user or role relationship, and then maintain the auxiliary dispatch field in the service provider engineer information.

Notes

• The service provider's dispatcher is responsible for dispatching orders within the service provider; the service provider's engineer is responsible for performing the assigned on-site services. The two roles should not replace each other.
• Do not create subject data directly in the service provider information or service provider engineer information object. You should open the entrance from the service provider management or connected account.
• Before deactivating or adjusting roles of personnel, first confirm that they do not have pending work orders.

Related topics

• Open service provider portal
• Configure service provider access channels
• Configuration object and role permissions
• Configure service provider dispatch rules