TechDirect Demo Presentation Guide

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1 TechDirect Demo Presentation Guide Key points: TechDirect is available to all entitlement levels. However, there is a fee associated with the labor reimbursement program and Dell Certification exams and courses. Only the labor reimbursement program has a fee associated. All other account types are available at no charge. This demo guide is for the TechDirect online portal only. It does not include TechDirect mobile app or APIs. TechDirect works best in the following internet browsers: IE 8 or later, Chrome, and Firefox. The TechDirect online portal is available in 11 languages including English, French (EMEA), Spanish (LATAM), Portuguese (Brazilian), German, Italian, Japanese, Simplified Chinese, Traditional Chinese, Russian and Korean. Demo outline NOTE: If you experience issues accessing TechDirect in the Dell Demo Center, you can always visit TechDirect.com and log into the demo accounts below. These logins work for the TechDirect ios and Android mobile app as well. ABU demo account o Login: dell.demo.abu@gmail.com o Password: techdirect1 EMEA demo account o Login: dell.demo.emea@gmail.com o Password: techdirect1 APJ demo account o Login: dell.demo.apj@gmail.com o Password: techdirect1 Before you begin: Remind customers this tool is for managing IT including self-dispatches, technical support requests, APIs, SupportAssist alerts and Dell Certification. Mention that when surveying TechDirect users the consistent piece of feedback is how simple and easy to use this interface is hopefully they see this too as we you walk them through this tool. Claim: TechDirect users experience up to a 90% boost in productivity from 20 minutes to 2 minutes by being able to bypass phone support (source: Host Europe case study. Read full story.) Please note: Due to the nature of the API and Certification and Authorization functionalities, these can not be demonstrated with this demo environment.

2 Dashboard 1. Demo how the Dashboard is customizable drag & drop a widget. 2. Quick Actions show how the quick action links allow users to access the functionality they use most with a single click. Quick Actions can be added, deleted or re-ordered. 2

3 3. Dell Partner gadget If a user was recognized as a partner based on service tag or company name, the user will see a Dell Partner gadget on their dashboard. Partners enjoy: Dedicated Dashboard gadget Unique partner T&Cs Auto-generated to customer for approval to manage on their behalf Documents library where signed customer approvals are saved Technical support and self-dispatch requests sortable by customer contact or company Flexible user grouping for visibility of activities across group members Flexible Technician grouping Claim: Over 750 Dell Partners use TechDirect today. 4. Message Center gadget These are messages about the account from Dell (one-way communications). Click View all messages to see the full list of messages. Click Preferences to go to the My Account section to select the types of messages the user would like to receive via . 3

4 Services 5. This is where the different types TechDirect functionality are located. Click the Services dropdown while you show this. 6. Click Self-Dispatch and you will be taken to the technical support services page. Each function within TechDirect has its own services page. This is the hub for that functionality. Users enroll in a function via the Dashboard gadets. Once enrolled in the functionality they would like to use, the services page for that function becomes active. 4

5 Show how the Dispatch Summary list of all active dispatches how users can export dispatch activity reports into Excel for easy sorting and review. Show View History and how they can look at closed cases based on a date range. Walk through creating a new Dispatch. o Make the point that dispatching is a 3-step process plus. o The user only needs to know which commodity they need, such as hard drive, battery, etc. Behind the scenes TechDirect selects the part specific to that system based on service tag. o Claim: Over 1.4 million dispatches happen through this tool each year. Get Authorized is where users access the free trainings that are required in order to be able to selfdispatch. Users complete the trainings based on the lines of business they support. Trainings vary in length. Both Administrators and Technicians are required to complete self-dispatch trainings before requesting replacement parts. o Once authorized, users do not need to re-certify each year as long as account performance is in good standing, which can be checked in View Performance. Key self-dispatch performance metrics include repeat dispatches requested, parts per dispatch, and denials. These are agreed to when signing the terms and conditions and apply to everyone with a TechDirect account. Users can be grouped any way the customer or partner would like. Each group is assigned an address. Alerts for a given country, state/providnce, city or zip/postal code can be assigned to a group. For example, the customer or partner may want to group technicians according to the devices they support. When an alert occurs, the geographic information associated with that alert is mapped to the group of users so the replacement part is sent to that group. o By default, every account has one group until the Admins configure more groups under the account. o As users are added to the account, they can be assigned to a group. o All users in a group have visibility across the group s activity for easy workflow management. 5

6 My Account 7. [Optional] Demo the Technical Support and SupportAssist functions. 8. User Roles Users select their role, either Technician or Administrator, for each function (APIs, Technical Support, Self-Dispatch, Certifications, SupportAssist, etc.) offered in TechDirect. The Logistics role is for those who only need visibility into account activities but do not need to create cases or self-dispatch. You are currently demoing an Administrator account. Admins see activity across the entire account but Techs only see items assigned to their group except SupportAssist alerts, which can be seen by all account users. Show how a Technician is promoted to administroator in the Role section. There is no limit to the number of Admins an account may have. Users can be made inactive in the Administrator Console located in the Utitlies menu. 6

7 9. Fees & Payments Fees only apply to level 3 s labor reimbursement. An annual fee of $1,500 USD is required to participate in the labor reimbursement program. For Third Party Maintainers, a $1,500 USD fee applies for each customer they enroll. Full labor reimbursement details are available at the time of Administrator enrollment. Info Center Info Center Frequently asked questions and their answers are available in Info Center. These include country availability, language offerings, browser compatibility, labor reimbursement details and more. SupportAssist Alerts for PCs and tablets Show the Dashboard SupportAssist Alerts gadget. Navigate to the SupportAssist Alerts page. Click on the buttons in the Actions column. 7

8 All users across can account can see all SupportAssist Alerts. After an alert is forwarded to Dell, it leaves the SupportAssist alerts list and goes to the Self-Dispatch or Technical Support lists under Services and receives a support request case number. Mention the red asterisks and how they indicate an alert is auto-dispatch eligible, resulting in faster parts receipt. In order to receive an auto-dispatch, the auto-forwarding alert rule must be set to on. Only ProSupport & ProSupport Plus entitled systems receive SupportAssist alerts in TechDirect. Show how to Configure Rules by clicking the link on the services page. This is where a user would select if they would like alerts auto-forwarded to Dell instead of individually taking action on alerts within the Alerts queue list. Auto-forwarding is either on for all alerts or off for all alerts. 8

9 Information on setting up SupportAssist alerts within TechDirect is available on the Deployment Guide. Questions Dell sales teams can ask their regional COC contacts. Other team members and partners are welcomed to o (ABU) o Olivier_Staub@Dell.com (EMEA) o Nima_Bolouri@Dell.com (APJ) 9

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