diff --git a/vehicle-data-platform/apps/web/src/pages/Realtime.tsx b/vehicle-data-platform/apps/web/src/pages/Realtime.tsx
index e652e84c..2d749db4 100644
--- a/vehicle-data-platform/apps/web/src/pages/Realtime.tsx
+++ b/vehicle-data-platform/apps/web/src/pages/Realtime.tsx
@@ -1287,6 +1287,49 @@ export function Realtime({
       onClick: exportRealtime
     }
   ];
+  const realtimeCustomerQuestions = [
+    {
+      question: '这辆车现在在哪里？',
+      answer: selectedMapRow ? selectedMapRow.plate || selectedMapRow.vin : `${locatedCount.toLocaleString()} 辆有定位`,
+      evidence: selectedMapRow && isValidCoordinate(selectedMapRow) ? `${selectedMapRow.longitude}, ${selectedMapRow.latitude}` : `定位有效率 ${formatPercent(locatedRate)}`,
+      action: '地图定位',
+      color: locatedCount > 0 ? 'blue' as const : 'orange' as const,
+      disabled: false,
+      onClick: () => {
+        if (selectedMapRow) {
+          selectRealtimeRow(selectedMapRow);
+        }
+        window.location.hash = buildAppHash({ page: 'map', protocol: filters.protocol, filters });
+      }
+    },
+    {
+      question: '这辆车还在线吗？',
+      answer: selectedMapRow ? selectedMapRow.online ? '在线' : '离线' : `${onlineCount.toLocaleString()} 辆在线`,
+      evidence: selectedMapRow ? dataFreshness(selectedMapRow).detail : `在线率 ${formatPercent(onlineRate)}`,
+      action: '只看在线',
+      color: selectedMapRow ? selectedMapRow.online ? 'green' as const : 'orange' as const : onlineCount > 0 ? 'green' as const : 'orange' as const,
+      disabled: false,
+      onClick: () => applyFilters({ ...filters, online: 'online' })
+    },
+    {
+      question: '为什么状态异常？',
+      answer: selectedMapRow ? realtimeIssueLabels(selectedMapRow)[0] : `${Math.max(degradedCount, sourceIssueRows.length).toLocaleString()} 辆关注`,
+      evidence: selectedMapRow ? vehicleServiceStatus(selectedMapRow).label : `${degradedCount.toLocaleString()} 降级 / ${staleCount.toLocaleString()} 超时`,
+      action: '异常清单',
+      color: degradedCount > 0 || staleCount > 0 || sourceIssueRows.length > 0 ? 'orange' as const : 'green' as const,
+      disabled: false,
+      onClick: () => copyRealtimeIssueChecklist()
+    },
+    {
+      question: '当前状态能交接吗？',
+      answer: realtimeImpactLevel,
+      evidence: `当前页 ${rows.length.toLocaleString()} / 总计 ${pagination.total.toLocaleString()}`,
+      action: '复制交接包',
+      color: realtimeImpactColor,
+      disabled: false,
+      onClick: () => copyRealtimeDutyHandoff()
+    }
+  ];
   const timeWindowMonitorBlock = (
     <Card bordered className="vp-time-window-monitor">
       <div className="vp-time-window-summary">
@@ -1740,6 +1783,36 @@ export function Realtime({
             <Button size="small" theme="light" onClick={copyRealtimeSummary}>复制监控摘要</Button>
           </Space>
         </div>
+        <div className="vp-realtime-question-board">
+          <div className="vp-realtime-question-summary">
+            <Space wrap>
+              <Tag color="blue">实时客户常问</Tag>
+              <Tag color={realtimeImpactColor}>{realtimeImpactLevel}</Tag>
+              <Tag color={selectedMapRow ? 'green' : 'grey'}>{selectedMapRow ? '已选车辆' : '未选车辆'}</Tag>
+            </Space>
+            <Typography.Title heading={5} style={{ margin: 0 }}>把实时数据翻译成客户能直接理解的车辆状态</Typography.Title>
+            <Typography.Text type="secondary">
+              客户问实时状态时，先回答位置、在线、新鲜度和异常原因，再进入轨迹、告警、历史查询或交接包。
+            </Typography.Text>
+          </div>
+          <div className="vp-realtime-question-grid">
+            {realtimeCustomerQuestions.map((item) => (
+              <button
+                key={item.question}
+                type="button"
+                className="vp-realtime-question-item"
+                disabled={item.disabled}
+                onClick={item.onClick}
+                aria-label={`实时客户常问 ${item.question} ${item.action}`}
+              >
+                <Tag color={item.color}>{item.question}</Tag>
+                <strong>{item.answer}</strong>
+                <span>{item.evidence}</span>
+                <em>{item.action}</em>
+              </button>
+            ))}
+          </div>
+        </div>
         <div className="vp-realtime-next-actions">
           {realtimeNextActions.map((item) => (
             <button
diff --git a/vehicle-data-platform/apps/web/src/styles/global.css b/vehicle-data-platform/apps/web/src/styles/global.css
index 7ba6da1c..d940c5ad 100644
--- a/vehicle-data-platform/apps/web/src/styles/global.css
+++ b/vehicle-data-platform/apps/web/src/styles/global.css
@@ -1530,6 +1530,79 @@ body {
   align-content: start;
 }
 
+.vp-realtime-question-board {
+  display: grid;
+  grid-template-columns: minmax(260px, 0.62fr) minmax(0, 1.38fr);
+  gap: 14px;
+  padding: 16px;
+  border-bottom: 1px solid var(--vp-border);
+  background: #ffffff;
+}
+
+.vp-realtime-question-summary {
+  padding: 14px;
+  border: 1px solid rgba(22, 100, 255, 0.18);
+  border-radius: var(--vp-radius);
+  background: #f7faff;
+  display: grid;
+  gap: 10px;
+  align-content: start;
+}
+
+.vp-realtime-question-grid {
+  display: grid;
+  grid-template-columns: repeat(4, minmax(0, 1fr));
+  gap: 12px;
+}
+
+.vp-realtime-question-item {
+  min-height: 142px;
+  padding: 12px;
+  border: 1px solid var(--vp-border);
+  border-radius: var(--vp-radius);
+  background: #fbfcff;
+  color: inherit;
+  text-align: left;
+  cursor: pointer;
+  font: inherit;
+  display: grid;
+  gap: 8px;
+  align-content: start;
+}
+
+.vp-realtime-question-item:hover,
+.vp-realtime-question-item:focus-visible {
+  border-color: rgba(22, 100, 255, 0.42);
+  background: #f5f9ff;
+  outline: none;
+}
+
+.vp-realtime-question-item:disabled {
+  cursor: not-allowed;
+  opacity: 0.58;
+}
+
+.vp-realtime-question-item strong {
+  color: var(--vp-text);
+  font-size: 17px;
+  line-height: 23px;
+  font-weight: 700;
+  word-break: break-word;
+}
+
+.vp-realtime-question-item span {
+  color: var(--vp-text-muted);
+  font-size: 12px;
+  line-height: 18px;
+}
+
+.vp-realtime-question-item em {
+  color: var(--vp-primary);
+  font-size: 12px;
+  font-style: normal;
+  font-weight: 700;
+}
+
 .vp-realtime-next-actions {
   padding: 16px;
   border-bottom: 1px solid var(--vp-border);
@@ -6645,6 +6718,8 @@ button.vp-realtime-command-item:focus-visible {
   .vp-time-delivery-strip,
   .vp-time-delivery-grid,
   .vp-realtime-customer-board .semi-card-body,
+  .vp-realtime-question-board,
+  .vp-realtime-question-grid,
   .vp-realtime-next-actions,
   .vp-realtime-customer-steps,
   .vp-time-window-monitor .semi-card-body,
diff --git a/vehicle-data-platform/apps/web/src/test/App.test.tsx b/vehicle-data-platform/apps/web/src/test/App.test.tsx
index 2835570d..fff89dad 100644
--- a/vehicle-data-platform/apps/web/src/test/App.test.tsx
+++ b/vehicle-data-platform/apps/web/src/test/App.test.tsx
@@ -9193,6 +9193,12 @@ test('frames realtime page as one vehicle service with source evidence', async (
   expect(screen.getAllByText('高德地图待配置').length).toBeGreaterThan(0);
   expect(screen.getByText('客户实时监控')).toBeInTheDocument();
   expect(screen.getByText('从实时列表直接完成车辆监控闭环')).toBeInTheDocument();
+  expect(screen.getByText('实时客户常问')).toBeInTheDocument();
+  expect(screen.getByText('把实时数据翻译成客户能直接理解的车辆状态')).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '实时客户常问 这辆车现在在哪里？ 地图定位' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '实时客户常问 这辆车还在线吗？ 只看在线' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '实时客户常问 为什么状态异常？ 异常清单' })).toBeInTheDocument();
+  expect(screen.getByRole('button', { name: '实时客户常问 当前状态能交接吗？ 复制交接包' })).toBeInTheDocument();
   expect(screen.getByRole('button', { name: '实时运营建议 先处理异常车辆 关注异常' })).toBeInTheDocument();
   expect(screen.getByRole('button', { name: '实时运营建议 复盘选中车辆 轨迹回放' })).toBeInTheDocument();
   expect(screen.getByRole('button', { name: '实时运营建议 导出当前实时清单 导出 CSV' })).toBeInTheDocument();
@@ -9210,7 +9216,7 @@ test('frames realtime page as one vehicle service with source evidence', async (
   expect(screen.getAllByText('2/2 通道在线').length).toBeGreaterThan(0);
   expect(screen.getByText('实时运营影响')).toBeInTheDocument();
   expect(screen.getByRole('button', { name: /复制影响报告/ })).toBeInTheDocument();
-  expect(screen.getByText('需要处置')).toBeInTheDocument();
+  expect(screen.getAllByText('需要处置').length).toBeGreaterThan(0);
   expect(screen.getByText('车辆范围')).toBeInTheDocument();
   expect(screen.getByText('在线影响')).toBeInTheDocument();
   expect(screen.getByText('定位影响')).toBeInTheDocument();