搭建数智化售后管理平台：九步完整实施方案

// 微服务架构示例 - 工单服务接口定义
public interface ITicketService
{
    // 创建售后工单
    Task CreateTicketAsync(TicketRequest request);
    
    // 分配工单给技术支持人员
    Task AssignTicketAsync(int ticketId, int technicianId);
    
    // 获取工单状态
    Task GetTicketStatusAsync(int ticketId);
    
    // 升级工单优先级
    Task EscalateTicketAsync(int ticketId, EscalationReason reason);
}

// 工单状态枚举定义
public enum TicketStatus
{
    Pending,
    Assigned,
    InProgress,
    Resolved,
    Closed
}

-- 创建客户服务视图整合多源数据
CREATE VIEW vw_CustomerServiceHistory AS
SELECT 
    c.CustomerId,
    c.CustomerName,
    c.ContactEmail,
    c.PhoneNumber,
    p.ProductName,
    p.PurchaseDate,
    p.WarrantyExpiryDate,
    t.TicketId,
    t.IssueDescription,
    t.CreatedDate AS TicketCreatedDate,
    t.ResolvedDate,
    ts.StatusName AS TicketStatus
FROM Customers c
INNER JOIN Products p ON c.CustomerId = p.OwnerId
LEFT JOIN ServiceTickets t ON c.CustomerId = t.CustomerId
LEFT JOIN TicketStatuses ts ON t.StatusId = ts.StatusId
WHERE p.WarrantyExpiryDate >= GETDATE();

// 移动端现场服务功能示例
class FieldServiceApp {
  // 获取技术人员当日任务
  async getTechnicianSchedule(technicianId) {
    try {
      const response = await fetch(
        `${API_BASE_URL}/schedules/technicians/${technicianId}?date=${new Date().toISOString().split('T')[0]}`
      );
      return await response.json();
    } catch (error) {
      console.error('获取任务安排失败:', error);
      throw new Error('无法获取任务数据，请检查网络连接');
    }
  }
  
  // 更新任务状态
  async updateTaskStatus(taskId, status, notes) {
    const updateData = {
      status: status,
      technicianNotes: notes,
      updatedAt: new Date().toISOString()
    };
    
    const response = await fetch(
      `${API_BASE_URL}/tasks/${taskId}/status`,
      {
        method: 'PATCH',
        headers: { 'Content-Type': 'application/json' },
        body: JSON.stringify(updateData)
      }
    );
    
    return response.ok;
  }
}