RVLock Internal — Authorized Access Only
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Document Version 文档版本: V1.0.0 Date 日期: 2026-04-12 Author 作者: Robert Morrison (Product) Reference 参考文档: RVLock 后台系统 产品需求文档 V1.0.0 (PD2601001)
The current RVLock Backend Management System PRD (V1.0.0) is well-designed for internal operations and engineering use. However, it does not address the customer service use case. RVLock's customer base is primarily age 55+, and our CS team will be university interns at Utah State University with limited product domain experience. This document outlines the required additions and modifications to the backend system to support this CS workflow effectively.
当前 RVLock 后台管理系统 PRD（V1.0.0）在内部运营和工程使用方面设计良好，但未涵盖客户服务场景。RVLock 的客户群体主要为 55 岁以上用户，客服团队将由 犹他州立大学实习生 组成，产品领域经验有限。本文档列出后台系统需要增加和修改的内容，以有效支持客服工作流程。
The following issues were identified by reviewing the current PRD (PD2601001) against the CS use case:
通过将当前 PRD（PD2601001）与客服使用场景进行对比，发现以下问题：
Current state 现状: The backend has no dedicated CS interface. Customer data is spread across User Center (用户中心), Device List (设备列表), Alarm Center (告警中心), and Cloud Storage (云存服务). A CS agent handling a phone call would need to navigate 4–5 separate modules to understand one customer's situation.
当前状态： 后台没有专用的客服界面。客户数据分散在用户中心、设备列表、告警中心和云存服务等模块中。客服人员在处理电话时需要在 4–5 个不同模块之间切换才能了解一个客户的情况。
Current state 现状: PRD states: "当前系统暂未对用户权限进行控制，统一默认都具备权限" (No permission control, all users have full access by default). Interns could accidentally delete device models, push OTA firmware, modify alarm policies, or edit system configuration.
当前状态： PRD 声明"当前系统暂未对用户权限进行控制，统一默认都具备权限"。实习生可能会意外删除设备型号、推送 OTA 固件、修改告警策略或编辑系统配置。
Current state 现状: The prototype uses bilingual Chinese/English labels throughout (e.g., "设备列表（Device List）"). For CS agents who are English-only speakers at Utah State, the Chinese characters add visual noise and slow down navigation.
当前状态： 原型在整个界面中使用中英文双语标签（例如"设备列表（Device List）"）。对于犹他州立大学的纯英文客服人员，中文字符增加了视觉干扰，降低了操作效率。
Current state 现状: Device status shows raw data — timestamps like "Last Report Time: 02/01/2026 12:00", internal codes like "rv_gateway_x1", connection types like "Internet Connection" vs "Local Connection". An intern cannot quickly interpret this or explain it to an older customer over the phone.
当前状态： 设备状态显示原始数据 — 时间戳如"Last Report Time: 02/01/2026 12:00"、内部编码如"rv_gateway_x1"、连接类型如"Internet Connection"与"Local Connection"。实习生无法快速理解或通过电话向老年客户解释。
Current state 现状: Alarm Center shows alarm level (Info/Warning/Critical) and content ("Motion Detected", "High Humidity") but provides no guidance on what to tell the customer or what steps to take.
当前状态： 告警中心显示告警级别和内容，但没有提供应该告诉客户什么或应采取什么步骤的指导。
Current state 现状: User Feedback (用户反馈) only captures feedback submitted from the app. There is no way for a CS agent to log a phone call, create a support case, add notes to a customer account, or track issue resolution.
当前状态： 用户反馈仅捕获从 APP 提交的反馈。客服人员无法记录电话、创建支持工单、在客户账户上添加备注或跟踪问题解决进度。
Current state 现状: No decision trees, scripts, or step-by-step flows exist for common support scenarios. Each intern must figure out troubleshooting independently, leading to inconsistent service quality and longer call times.
当前状态： 不存在常见支持场景的决策树、脚本或分步流程。每个实习生必须独立解决问题，导致服务质量不一致和通话时间延长。
Current state 现状: The Device Help Documents (设备帮助文档) module manages docs pushed to the customer app, but agents have no way to pull up these same instructions during a call to walk a customer through a process.
当前状态： 设备帮助文档模块管理推送到客户 APP 的文档，但客服人员在通话中无法调出这些相同的说明来引导客户完成操作。
Add a new top-level module: Customer Service Console (客服工作台) that aggregates data from existing modules into a streamlined, agent-optimized interface. This does NOT replace the existing backend — it is a separate view/role built on top of the same data.
新增一个顶级模块：客服工作台，将现有模块的数据汇聚到一个精简的、针对客服人员优化的界面中。这不会替换现有后台 — 而是基于相同数据构建的独立视图/角色。
Existing Backend (existing PRD) CS Console (this document)
现有后台（现有 PRD） 客服工作台（本文档）
┌──────────────────────┐ ┌──────────────────────────┐
│ Dashboard │ │ Customer Lookup │
│ Device Center │◄──── data ────►│ Customer Profile │
│ Scene Mode │ │ Device Health Check │
│ Alarm Center │ │ Case Management │
│ Cloud Storage │ │ Guided Troubleshooting │
│ User Center │ │ Knowledge Base │
│ App Operation │ │ Agent Dashboard │
│ System Management │ └──────────────────────────┘
└──────────────────────┘
Module 模块: CS Console — Landing Page 客服工作台 — 首页
Description 描述: Single unified search bar as the CS agent's landing page. Replaces the Dashboard as the default view for CS role. 统一搜索栏作为客服人员的首页，替代仪表盘作为客服角色的默认页面。
Search fields 搜索字段:
| Field 字段 | Type 类型 | Notes 说明 |
|---|---|---|
| Email 邮箱 | string | Exact or partial match 精确或部分匹配 |
| Phone 电话 | string | Exact or partial match 精确或部分匹配 |
| Customer Name 客户姓名 | string | Fuzzy match 模糊匹配 |
| Device SN 设备序列号 | string | Exact match 精确匹配 |
| Gateway ID 网关 ID | string | Exact match 精确匹配 |
Behavior 交互行为:
Module 模块: CS Console — Customer Profile 客服工作台 — 客户档案
Description 描述: Single-page view consolidating all information a CS agent needs about one customer. Currently this data is split across User List (用户列表), User Details (用户详情), Device List (设备列表), Alarm Center (告警中心), and Cloud Storage Subscriptions (订阅列表).
单页视图，汇总客服人员关于一个客户所需的全部信息。目前这些数据分散在用户列表、用户详情、设备列表、告警中心和订阅列表中。
Layout 页面布局:
┌─────────────────────────────────────────────────────────────┐
│ CUSTOMER HEADER │
│ Name: John Smith Email: john@email.com Phone: xxx │
│ Account Status: Active Registered: 2026-01-15 │
│ App Version: 2.1.3 (iOS) │
├──────────────────────┬──────────────────────────────────────┤
│ DEVICES │ RECENT ALARMS │
│ ┌────────────────┐ │ ! High Humidity — 2 hrs ago │
│ │ 🟢 RV Gateway │ │ ! Low Battery (Door Lock) — 1 day │
│ │ Online 3m ago │ │ ℹ Motion Detected — 3 days │
│ │ FW: v0.6.16 ✓ │ │ │
│ │ 5 sub-devices │ │ │
│ └────────────────┘ │ │
│ ┌────────────────┐ ├──────────────────────────────────────┤
│ │ 🟢 Camera │ │ SUBSCRIPTION │
│ │ Online 3m ago │ │ Cloud Storage: Premium Plan │
│ │ 🟡 Door Lock │ │ Status: Active Expires: 2027-01 │
│ │ Offline 2 days │ │ │
│ │ 🔴 Sensor │ │ │
│ │ Offline 7 days │ ├──────────────────────────────────────┤
│ └────────────────┘ │ CASE HISTORY │
│ │ #1042 — Gateway offline — Resolved │
│ [View Full Device │ #1089 — App login issue — Open │
│ Details] │ [Create New Case] │
└──────────────────────┴──────────────────────────────────────┘
Device status display rules 设备状态显示规则:
| Condition 条件 | Icon 图标 | Label 标签 |
|---|---|---|
| Last report < 5 min 最近上报 < 5 分钟 | 🟢 Green | "Online — last seen X min ago" |
| Last report 5 min–24 hrs 最近上报 5分钟–24小时 | 🟡 Yellow | "Intermittent — last seen X hrs ago" |
| Last report > 24 hrs 最近上报 > 24 小时 | 🔴 Red | "Offline — last seen X days ago" |
| Never reported 从未上报 | ⚪ Gray | "Never connected" |
Firmware status 固件状态:
Module 模块: System Management — Account Management 系统管理 — 账号管理
Description 描述: Add a new role: "Customer Service Agent" (客服人员) with restricted permissions. 新增角色："客服人员"，具有受限权限。
Permission matrix 权限矩阵:
| Module 模块 | CS Agent Access 客服权限 |
|---|---|
| CS Console (Customer Lookup, Profile, Cases) 客服工作台 | Full access 完全访问 |
| Knowledge Base 知识库 | Read only 只读 |
| User List / User Details 用户列表/详情 | Read only 只读 |
| Device List (view only) 设备列表（仅查看） | Read only 只读 |
| Alarm Center (view only) 告警中心（仅查看） | Read only 只读 |
| Device Models / Device Types 设备型号/类型 | No access 无权限 |
| OTA Upgrade OTA 升级 | No access 无权限 |
| Scene Mode Config 场景模式配置 | No access 无权限 |
| Alarm Policy Config 告警策略配置 | No access 无权限 |
| App Operation 应用运营 | No access 无权限 |
| System Management 系统管理 | No access 无权限 |
| Data Center 数据中心 | No access 无权限 |
| Dashboard 仪表盘 | No access (replaced by CS Console) 无权限（由客服工作台替代） |
Description 描述: The CS Console must render entirely in English. No Chinese characters in the CS agent-facing UI. This includes: 客服工作台必须完全以英文呈现。客服界面中不显示中文字符。包括：
Implementation note 实现说明:
This can be achieved via i18n locale switching based on user role. The existing Chinese/English bilingual interface remains for operations/engineering roles. CS role defaults to en-US locale with no toggle.
可通过基于用户角色的 i18n 语言切换实现。现有中英文双语界面保留给运营/工程角色。客服角色默认使用 en-US 语言设置，不提供切换选项。
Module 模块: CS Console — Cases 客服工作台 — 工单
Description 描述: Allow CS agents to create, update, and track support cases tied to customer accounts. 允许客服人员创建、更新和跟踪与客户账户关联的支持工单。
Case fields 工单字段:
| Field 字段 | Type 类型 | Required 必填 | Notes 说明 |
|---|---|---|---|
| Case ID 工单编号 | auto-generated 自动生成 | — | Format: CS-YYYYMMDD-XXXX |
| Customer 客户 | linked 关联 | Yes | Link to customer profile 关联客户档案 |
| Device(s) 设备 | linked 关联 | No | Link to specific device(s) if relevant 如相关则关联具体设备 |
| Category 分类 | enum | Yes | See category list below 见下方分类列表 |
| Summary 摘要 | string | Yes | Short description 简短描述 |
| Status 状态 | enum | Yes | Open / In Progress / Waiting on Customer / Escalated / Resolved / Closed |
| Priority 优先级 | enum | Yes | Low / Medium / High / Urgent |
| Assigned To 指派给 | user | Yes | Auto-assigned to creator 自动指派给创建者 |
| Notes 备注 | text (append-only) 文本（仅追加） | No | Internal notes, timestamped 内部备注，带时间戳 |
| Resolution 解决方案 | text | No | Required when closing 关闭时必填 |
Case categories 工单分类:
Case list view 工单列表视图:
Module 模块: CS Console — Customer Profile — Devices 客服工作台 — 客户档案 — 设备
Description 描述: Transform raw device data into language an intern can immediately understand and communicate to an older customer. 将原始设备数据转换为实习生可以立即理解并向老年客户传达的语言。
Display transformations 显示转换:
| Current PRD field 当前 PRD 字段 | CS Console display 客服工作台显示 |
|---|---|
Last Report Time: 02/01/2026 12:00 |
"Online — last seen 3 minutes ago" or "Offline for 2 days" (relative time) |
rv_gateway_x1 (Device Name) |
"John's RV Gateway" (user's custom name, large text) + rv_gateway_x1 (small gray text below) |
Internet Connection |
"Connected via WiFi" |
Local Connection |
"Connected via Bluetooth (local only)" |
Firmware Version: V0.6.16 |
"Firmware: V0.6.16 ✅ Up to date" or "Firmware: V0.5.12 ⚠️ Update available" |
Device Type: Gateway>Gateway |
"Gateway" with icon |
Bound Account: AB1SQ5K |
"Bound to: john@email.com" (show email, not code) |
Alarm Level: Critical |
🔴 "Critical Alert" with red badge |
Alarm Level: Warning |
🟡 "Warning" with yellow badge |
Alarm Level: Info |
🔵 "Info" with blue badge |
Module 模块: CS Console — Troubleshooting 客服工作台 — 故障排查
Description 描述: Interactive decision trees for common support scenarios. Each node presents the agent with a question to ask the customer, possible answers, and the next step based on the answer.
常见支持场景的交互式决策树。每个节点向客服人员展示要问客户的问题、可能的回答，以及根据回答确定的下一步。
Initial troubleshooting flows to build 需首批构建的故障排查流程:
"My device is offline" 我的设备离线了
"I can't set up my new device" 我无法设置新设备
"I'm getting an alarm" 我收到了告警
"I can't log into the app" 我无法登录 APP
"My scene mode isn't working" 我的场景模式不工作
Flow UI 流程界面:
Module 模块: CS Console — Customer Profile — Alarms 客服工作台 — 客户档案 — 告警
Description 描述: Extend alarm display with agent guidance for each alarm type. 为每种告警类型扩展客服指导信息。
Data to add per alarm type 每种告警类型需添加的数据:
| Alarm Type 告警类型 | Customer Explanation 客户解释 | Suggested Response 建议回复 | Escalate If 需升级的情况 |
|---|---|---|---|
| High Humidity 湿度过高 | "The humidity sensor in your RV is reading above the safe level." | "Please check if windows are closed and ventilation is running." | Persists after customer action 客户操作后仍持续 |
| Low Battery 电量低 | "One of your devices has a low battery." | "You'll need to replace the battery in your [device name]." | N/A |
| Motion Detected 检测到移动 | "The motion sensor detected movement in your RV." | "Is anyone supposed to be in the RV right now?" | Customer reports unauthorized access 客户报告未授权进入 |
| Device Offline 设备离线 | "One of your devices has gone offline." | Route to "Device offline" troubleshooting flow. | Offline > 48 hrs 离线超过 48 小时 |
| High Temperature 温度过高 | "The temperature inside your RV is above the safe threshold." | "Please check your climate control system." | Above critical threshold 超过临界阈值 |
Implementation 实现:
This data should be configurable in the Alarm Policy Configuration (告警策略配置) module — add fields for customer_explanation_en, suggested_response_en, and escalation_criteria.
此数据应在告警策略配置模块中可配置 — 添加字段 customer_explanation_en、suggested_response_en 和 escalation_criteria。
Module 模块: CS Console — Knowledge Base 客服工作台 — 知识库
Description 描述: Internal-facing knowledge base that mirrors and extends the Device Help Documents (设备帮助文档) pushed to the app. Agents can search and reference articles during calls.
面向内部的知识库，镜像并扩展推送到 APP 的设备帮助文档。客服人员可在通话中搜索和参考文章。
Content categories 内容分类:
Features 功能:
Module 模块: CS Console — Customer Profile — Device Detail 客服工作台 — 客户档案 — 设备详情
Description 描述: When an agent clicks on a specific device from the Customer Profile, show a consolidated health check page. Currently this data requires checking Device List, Device Logs, Alarm Records, and OTA Records separately.
客服人员从客户档案中点击某个设备时，显示一个综合的健康检查页面。目前此数据需要分别查看设备列表、设备日志、告警记录和 OTA 记录。
Health check sections 健康检查板块:
┌──────────────────────────────────────────────────────┐
│ DEVICE HEALTH CHECK — RV Gateway (rv_gateway_x1) │
├──────────────────────────────────────────────────────┤
│ Connection 🟢 Online — WiFi — last seen 2 min │
│ Battery 🟢 N/A (wired power) │
│ Firmware 🟡 V0.5.12 — Update available V0.6.16 │
│ Sub-devices 5 connected, 1 offline │
│ Last Alarm Low Battery (Door Lock) — 1 day ago │
├──────────────────────────────────────────────────────┤
│ RECENT ACTIVITY (last 7 days) │
│ • 04/11 10:00 — Scene "Sleep Mode" activated │
│ • 04/10 14:30 — Door Lock battery low alarm │
│ • 04/09 08:00 — Camera firmware updated to V1.2.0 │
│ • 04/08 22:00 — Motion detected (dismissed) │
├──────────────────────────────────────────────────────┤
│ SUB-DEVICES │
│ 🟢 RV Camera — Online — FW ✅ │
│ 🟢 Motion Sensor — Online — FW ✅ │
│ 🟢 Humidity Sensor — Online — FW ✅ │
│ 🟢 Door Lock — Online — Battery Low ⚠️ │
│ 🔴 Beacon — Offline 7 days │
├──────────────────────────────────────────────────────┤
│ [Start Troubleshooting] [Create Case] [View Logs] │
└──────────────────────────────────────────────────────┘
Module 模块: CS Console — Customer Profile 客服工作台 — 客户档案
Description 描述: Append-only notes section on the Customer Profile. Agents can add notes visible to other agents for continuity across calls.
客户档案上的仅追加备注区域。客服人员可添加备注，其他客服人员可见，确保跨通话的连续性。
Fields 字段:
Example use cases 使用场景示例:
Module 模块: CS Console — Agent Dashboard 客服工作台 — 客服仪表盘
Description 描述: A lightweight dashboard for CS agents showing their personal workload (NOT the operations dashboard from the main PRD).
客服人员的轻量级仪表盘，显示其个人工作量（不是主 PRD 中的运营仪表盘）。
Metrics 指标:
| Phase 阶段 | Features 功能 | Priority 优先级 | Estimated Scope 预估范围 |
|---|---|---|---|
| Phase 1 第一阶段 | Customer Lookup, Customer Profile, CS Agent Role, English UI | P0 | New frontend views + role system + i18n |
| Phase 2 第二阶段 | Case Management, Plain-Language Device Status, Guided Troubleshooting | P1 | New data models (cases) + frontend transforms + flow engine |
| Phase 3 第三阶段 | Alarm Guidance, Knowledge Base, Device Health Check | P2 | Content management + data aggregation views |
| Phase 4 第四阶段 | Account Notes, Agent Dashboard | P3 | Minor additions to existing models |
No new backend data collection required 无需新增后端数据采集 — All required data already exists in the system (users, devices, alarms, subscriptions). The CS Console is primarily a frontend aggregation and presentation layer. 所有必要数据已存在于系统中。客服工作台主要是前端聚合和展示层。
Role system is a prerequisite 角色系统是前提条件 — The permission matrix must be implemented before giving interns access to any part of the backend. 权限矩阵必须在实习生访问后台任何部分之前实施。
i18n architecture 国际化架构 — Use a standard i18n framework (e.g., react-i18next, vue-i18n). All strings should be externalized. The CS role forces en-US locale. Operations roles can toggle between zh-CN and en-US.
使用标准 i18n 框架。所有字符串应外部化。客服角色强制使用 en-US。运营角色可在 zh-CN 和 en-US 之间切换。
Guided troubleshooting flows should be data-driven 引导式故障排查流程应数据驱动 — Store flows as JSON decision trees in the database, not hardcoded in the frontend. This allows operations to update flows without code deployment. 将流程以 JSON 决策树形式存储在数据库中，而非硬编码在前端。这允许运营人员无需代码部署即可更新流程。
Case management schema 工单管理数据模型 — New database table(s) required: cs_cases, cs_case_notes, cs_customer_notes. Foreign keys to existing users and devices tables.
需要新建数据库表：cs_cases、cs_case_notes、cs_customer_notes。外键关联到现有的 users 和 devices 表。
Provide this to agents during training. These are the internal terms from the PRD and their plain-English equivalents.
培训时提供给客服人员。以下是 PRD 中的内部术语及其通俗英文对应。
| System Term 系统术语 | Agent Should Say 客服应说 |
|---|---|
| Gateway 网关 | "Your main hub / base station" |
| Sub-device 子设备 | "Your sensor / camera / lock" |
| OTA Upgrade OTA 升级 | "A software update for your device" |
| Scene Mode 场景模式 | "A preset setting like Sleep Mode or Driving Mode" |
| Binding 绑定 | "Connecting / pairing your device" |
| Activation 激活 | "Setting up your device for the first time" |
| Firmware 固件 | "The software running on your device" |
| SN (Serial Number) 序列号 | "The serial number on your device label" |
| Token expired Token 失效 | "Your login session has expired, please log in again" |
| Alarm / Alert 告警 | "A notification about something that needs attention" |
The following modules from the current PRD should be hidden from the CS role. They remain available to operations and engineering roles.
以下现有 PRD 模块应对客服角色隐藏，仅对运营和工程角色可用。
End of document 文档结束