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Partner service desk

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1. Before you begin

  1. Create a tenant: Before you start, Alibaba Cloud will create a dedicated tenant for you in the Partner Service Desk. This tenant will be bound to your PID.

  2. Designate a tenant administrator: Provide the Alibaba Cloud account (primary UID) and DingTalk account of the tenant administrator to Alibaba Cloud. After logging on to the Partner Service Desk with this UID, the administrator will have full permissions in the Configuration Center to manage service personnel, configure service rules, and more.

2. Log on to the platform

Platform URL: https://smartservice.console.aliyun.com/partner/workbench?ticketId=0112HLP1X
This entry point will be added to the Alibaba Cloud Support page and the APS platform later.

  1. If you are a tenant administrator, Alibaba Cloud will pre-configure your account. Access the platform URL and log on with your UID.

  2. If you receive a permission denied error, ask your tenant administrator to add you as service personnel in Configuration Center > Personnel Management. How to add service personnelimage.png

  3. Service personnel must bind their DingTalk account when they first log on.

    Why do I need to bind my DingTalk account?
    1. The Partner Service Desk is a ticket service platform based on DingTalk groups. When a customer submits a ticket in the main service group, the platform creates the ticket, automatically creates a ticket subgroup, and adds the assigned service personnel to the subgroup. Therefore, the DingTalk ID of the service personnel is required.
    2. Additionally, Alibaba Cloud creates an "Alibaba Cloud Escalation Group" for partner service personnel to make it easier for them to escalate issues to Alibaba Cloud. After you log in and bind your DingTalk ID here, the system automatically adds you to the "Alibaba Cloud Escalation Group".

    1. Enter a phone number and click Send.image.png

    2. If the phone number is not in the Alibaba Cloud Service Support organization, use that number to log on to DingTalk. Find the team invitation and click Agree to join the Alibaba Cloud Service Support organization. The account is also added to the "Alibaba Cloud Upgrade Group".image.pngimage.pngimage.png

    3. If the phone number is already in the Alibaba Cloud Service Support organization, click "Click here to join". You are redirected to DingTalk and a success message appears. Click "Return to Workbench" to return to the Partner Service Desk. The account is also added to the "Alibaba Cloud Upgrade Group".image.pngimage.png

  4. After a successful binding, the status of the service personnel in Personnel Management will change from Unbound to Normal.image.png

3. Configuration Center

Currently, only the tenant administrator has access to the Configuration Center.

3.1 Personnel management

Overview: Use this page to configure service personnel.
Feature URL: https://smartservice.console.aliyun.com/partner/personnel-list

  1. If you have 10 service personnel, create 10 RAM users under the tenant administrator's UID and assign one to each service person. How to create a RAM user

  2. Authorize RAM users

    1. RAM accounts must be authorized in advance. In the Alibaba Cloud Console, go to Resource Access Management (RAM).image.png

    2. Add a custom authorization policy. Set the policy name to "Partner All Permissions". The policy content is as follows. Simply add this custom policy once under the primary UID. For information about configuring other authorization policies, see 8. Grant permissions to Workbench.

      {
  "Version": "1",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": "partnerservice:*",
      "Resource": "*"
    }
  ]
}

      image.png

    3. Grant permissions to the RAM user. Click Users > Add Permissions. Search for the policy by name, select it, and then confirm to add the new policy. You can add permissions to RAM users individually or in batches.image.pngimage.png

    4. After you confirm the new authorization, the RAM account is authorized.

  3. Go to Personnel Management > Add Service Personnel, and enter the following information to complete the process.

    1. UID: Enter the UID of the service person's RAM user.

    2. Name: The name of the service person.

    3. Phone Number: The service person's phone number. Note: Use the phone number that is linked to the DingTalk account the service person uses to provide services in the DingTalk group.

image.pngimage.png

  1. After you add personnel, their status is Unbound. They must bind their DingTalk account on their first login. Their status then changes to Normal. Only service personnel with a Normal status can be added to a skill group and assigned tickets based on dispatching rules.image.png

  2. Edit personnel

    Select the skill group for the personnel.

    Note: You cannot edit the skill group information for personnel with an Unbound status. Remind the service personnel to log in to this platform and bind their DingTalk account. To include the personnel in ticket dispatching, configure their skill group information. Add a skill groupimage.png

  3. Deregister personnel

    If service personnel change roles or leave, deregister their account. After deregistration, the account can no longer be used to log in to the Partner Service Desk. To assign the RAM user account to new service personnel, add service personnel again and enter the UID of the account.

3.2 Skill group management

Overview: Assign service personnel to different skill groups based on their expertise. When a ticket is dispatched, the system routes it to a service person in the appropriate skill group based on the dispatch policy, which maps problem categories to skill groups.
Console URL: https://smartservice.console.aliyun.com/partner/skill-group-list

  1. Create a new skill group and enter the following information:

    1. Skill group name

    2. Skill group description

    3. Administrator: The skill group administrator can edit the skill group information.

image.pngimage.png

  1. Edit a skill groupimage.png

  2. Delete a skill groupimage.png

3.3 Dispatch policy

Overview: Configure ticket dispatch rules.
Feature URL: https://smartservice.console.aliyun.com/partner/scheduling-configuration

  1. Basic logic

    1. Configure the mapping between product categories and skill groups. When a ticket is created or transferred by product category, it is routed to an agent in the corresponding skill group. A round-robin method determines which agent in the skill group receives the ticket.

    2. Configure a fallback rule. If a corresponding skill group cannot be found, or if no agents in the skill group are online, the ticket is routed to a fallback group or a specific fallback agent.

  2. Product category routing: Configure the mapping between product categories and skill groups.

    1. The system pre-configures Alibaba Cloud product categories.

    2. Click Edit to modify the skill group for a product category. The mapping between a product category and a skill group is one-to-one (1:1). For more information, see How to create a skill group.

image.pngimage.png

  1. Fallback strategy:

    1. Fallback group: Select a skill group as the fallback group.

    2. Fallback agent: Select an agent from the fallback group as the fallback agent.

image.png

3.4 DingTalk group management

Overview: Create the customer-facing main service DingTalk group.
Feature URL: https://smartservice.console.aliyun.com/partner/group-list

image.png

  1. To create a DingTalk group, enter the following information and then submit.

    1. Customer UID: Enter the UID for the customer you manage. The system automatically checks if the UID is within your service scope and displays any existing DingTalk groups for that customer.

    2. Group name: By default, the system uses the account name associated with the customer UID. You can change the group name.

    3. Group owner, group administrators, and group members:

      1. Add one group owner and multiple group administrators and members. Only the group owner and administrators can add or remove members from the group.

      2. Select service personnel from Personnel Management > Service Personnel. Note that you can only select personnel with a Status of Normal. These are service personnel who have logged in to the platform and bound their DingTalk accounts.

      3. When the DingTalk group is created, the group owner, administrators, and members are automatically added to it. Customer personnel can be added to the group after it is created.

    4. Welcome message: When the group is created, the system automatically sends this message to the group.

image.png

  1. Manage group members

    1. Click Group Members to open the group members drawer.image.pngimage.png

    2. Click Invite to Group to add customers or service personnel.

      1. To add a customer, enter their mobile number.

        1. If a customer is not in the Alibaba Cloud Service Support organization, submit the request to add them. Then, ask the customer to log on to DingTalk with that mobile number and accept the team invitation. The customer is automatically added to the DingTalk group after accepting the invitation.image.png

        2. If the customer is already in the Alibaba Cloud Service Support organization, they are added directly to the DingTalk group.

      2. To add service personnel, select a person from Personnel Management - Service Personnel. Note: Only select personnel with a status of Normal. These are personnel who have logged on to the platform and linked their DingTalk account.image.png

    3. Edit group members: Change whether a member is a group administrator. Only the group owner and group administrators can add or remove group members.image.pngimage.png

    4. Remove group members: Remove a member from the group chat.image.png

  2. Edit the DingTalk groupimage.png

  3. Mute or disband the DingTalk groupimage.png

4. Workbench

Overview: The Workbench is the central hub for managing DingTalk group tickets.
Feature URL: https://smartservice.console.aliyun.com/partner/workbench?ticketId=011946YNX

image.png

4.1 Ticket state machine

Processing, Pending Customer Confirmation, Completed

image

4.2 Online and offline

Before you can handle tickets, you must first go online.image.png

4.3 DingTalk group list

  1. Search by Ticket IDimage.png

  2. Filterimage.png

  3. Switch List Viewimage.png

4.4 Quick actions

image.png

  1. Transfer Ticket

    Supports ticket transfer by skill group or product category.

image.png

  1. Escalate to Alibaba Cloud

    Before an escalation, inform the customer that an Alibaba Cloud engineer will assist and obtain their consent to view relevant customer information during the resolution process. Fill in the required escalation information and click OK. The group bot will automatically send a notification that the ticket has been escalated to Alibaba Cloud.

image.png

  1. Group Management

    Allows you to join the DingTalk group directly from the Workbench to view and manage group members.

image.png

4.5 Ticket information

The right sidebar displays basic ticket information.image.png

5. Customer main service group

Overview: After creating a customer service group in Configuration Center > DingTalk Group Management, you can access it in DingTalk. The group includes plugins such as Add Member, Create Ticket, and Service Desk.

image.png

5.1 Adding group members

  1. To add people to the service group, click the Add Member group plugin.

  2. Service personnel (status is Normal in Configuration Center > Personnel Management) can add an external customer or other service personnel. Non-service personnel can only add external people to the group by using a phone number.

  3. If Member Type is External Customer, enter the Customer Name and Contact Number, and specify whether to make them a group administrator. Only group administrators can add or remove members. Note: The customer name will be used as their nickname when joining the organization and the DingTalk group. To change the name later, use the Add Member function again.image.png

    1. If the customer is not in the Alibaba Cloud service support organization, ask them to log on to DingTalk with that phone number and accept the team invitation. After they accept, the system automatically adds them to the DingTalk group.image.png

    2. If the customer is already in the Alibaba Cloud service support organization, the system adds them to the DingTalk group directly.

  4. If Member Type is Service Personnel, search for the service person by name and specify whether to make them a group administrator. Only group administrators can add or remove members. Note: You can only search for service personnel with a Normal status from Configuration Center > Personnel Management, who have already logged on to the Partner Service Desk and bound their DingTalk account.image.png

5.2 Self-service ticket creation

  1. Click the Create Ticket group plugin. Any group member can use this function to submit a ticket.

image.png

  1. Fill in the ticket creation form.

    1. Problem Description

    2. Problem Product: Enter keywords to search for the product.

    3. Submitter: You can select a member from the group. The submitter is automatically added to the ticket subgroup.

image.png

  1. After you submit the form, a ticket subgroup is automatically created.

image.png

5.3 Service Desk

  1. Click the Service Desk group plugin. You can view DingTalk group tickets and group members.image.pngimage.png

  2. DingTalk Group Tickets. Click Enter Group to join the corresponding ticket subgroup.

  3. Personnel Management. You can see the service personnel and customers in the group. The group owner or an administrator can delete or add members.

6. Ticket subgroup

Overview: The system creates a dedicated subgroup for each ticket. You can add members to the ticket subgroup by using the Add Member plugin.

6.1 Adding group members

  1. Click the Add Member plugin to add members to the ticket subgroup.image.png

  2. Service personnel (status is Normal in Configuration Center > Personnel Management) can select an external customer or other service personnel from the main group. Non-service personnel can only select an external customer from the main group.

  3. If Member Type is External Customer, you can search for the name of a customer who is already in the main customer group and add them to the ticket subgroup.

  4. If Member Type is Service Personnel, search for the service person's name and specify whether to make them a group administrator. Only group administrators can add or remove members. Note: You can only search for service personnel with a Normal status from Configuration Center > Personnel Management, who have already logged on to the Partner Service Desk and bound their DingTalk account.image.png

7. Access escalation group and help documentation

  1. To access your Alibaba Cloud escalation group, click Alibaba Cloud Service Group in the upper-right corner of the platform.

  2. This help documentation is also available in the upper-right corner.image.png

8. Granting Workbench permissions

  1. Grant only ticket-handling permissions

    {
    "Version": "1",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": "partnerservice:CheckCreateServiceGroupPermission",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddDingCustomerToTicketGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:GetCustomerName",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:InviteMobileJoinCorp",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CheckUserRole",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CountByStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListCategory",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddEmployeeToTicketGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UpdatePartnerGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListTenantByUser",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDingEmplpoyee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:GetTicketGroupInfo",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CommentAndConfirmTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UpgradeTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CheckAccountBindStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:BindAccountByUid",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UpdateAttendanceStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:GetDingCustomerServiceGroupInfo",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:GetTicketInfo",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:RemoveDingCustomerServiceGroupMember",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListPartnerGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AnswerUser",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDingEnum",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:FindChannelStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddCustomerToTicketGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UnComplete",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:FindPartnerGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ChangeActiveTenant",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListCustomerServiceGroupMember",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CreateCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddDingEmployeeToTicketGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddDingCustomerToCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CheckMobileInCorp",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDingCategory",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListTicketGroupUsers",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:FindAttendanceStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CreateTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:BindAccount",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListWorkBenchTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:RemoveDingTicketGroupMember",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UpdateChannelStatus",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:LocateTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDingTicketGroupUsers",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDialog",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDingCustomerServiceGroupUser",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:GetPartnerInfo",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListDispatchEmployee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:RemoveTicketGroupMember",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ConfirmSyncDialog",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListServiceBenchTicket",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListEnum",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddDingEmployeeToCustomerServiceGroup",
            "Resource": "*"
        }
    ]
}

  2. Grant only administrator permissions

    {
    "Version": "1",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": "partnerservice:CreatePartnerEmployee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CreatePartnerGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:DeletePartnerEmployee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:DeletePartnerGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:FindDispatchDefaultConfig",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListCategoryRoute",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:SaveCategoryRoute",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:SaveDispatchDefaultConfig",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:ListPartnerEmployee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UpdatePartnerEmployee",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:CreateCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:MuteCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:UnMuteCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:DisbandCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:DeleteCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:EditEmployeeFromCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:EditCustomerFromCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddEmployeeToCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:AddCustomerToCustomerServiceGroup",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:RemoveCustomerServiceGroupMember",
            "Resource": "*"
        },
        {
            "Effect": "Allow",
            "Action": "partnerservice:EditCustomerServiceGroup",
            "Resource": "*"
        }
    ]
}

  3. Grant full permissions

    {
    "Version": "1",
    "Statement": [
        {
            "Effect": "Allow",
            "Action": "*",
            "Resource": "*"
        }
    ]
}
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