feat(platform): add realtime customer question flow

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