Demo Lab Guide TechDirect

Transcription

1 Demo Lab Guide TechDirect Product Domain: Cloud Client Computing Author: David Aherne Version: 1.01

2 Table of Contents 1 Product Overview Lab Preparation Considerations and Caveats Introduction Lab Topology and Essential Information Supported Features Lab Addressing and Login Details Dashboard Tab My Services Tab Managing SupportAssist Alerts for PC and Tablets using TechDirect Summary... Error! Bookmark not defined.

3 1 Product Overview TechDirect is your single support source with an intuitive interface to streamline routine support management between you and Dell. Conveniently available online and via mobile app to give you realtime access to all Dell support cases anytime, anywhere and at no additional charge. Flexible features allow designated Administrators to enroll and set up account based on your organizational needs and structure. 1.1 Lab Preparation Considerations and Caveats It is in your best interests to ensure the demo environment you will be demonstrating is clean & tidy before you begin. For this reason we would recommend, where possible, you log in to your demo at least 15 minutes prior to delivery and check the following; 1. Familiarize yourself with the environment during this time and check any specific features you are expecting to demo. 2. Most importantly, be crystal clear with yourself on what it is you plan to show. A full demo of every feature described below (with questions) can take several hours. If you only have a short time slot be sure to focus on the key points that address the customer s pain points and will drive value home to them. 3. Ensure that you have scheduled the demo for sufficient time so as not to have the demo end before you are finished with the customer. 3 Dell Demo Center Dell Inc., 2016

4 2 Introduction In this guide you will find the TechDirect demo that is available through The guide details the demo options available to the user enabling the demonstration and learning of TechDirect. The guide provides steps by step instruction on how to setup up the emulator and offers an example configuration scenario as part of the setup. The guide and demo are focused on the following elements:- Providing a facility to enable engineers to learn TechDirect and the various configuration options Provides an example setup on how to use the TechDirect 2.1 Lab Topology and Essential Information The diagram provides detail on the setup of the demonstration environment. The environment provided is self-contained and has a number of virtual machines images provided for use. 4 Dell Demo Center Dell Inc., 2016

5 2.1.1 Supported Features Lab Addressing and Login Details Please pay attention to the ip addressing and login details provided. These are essential for the successful completion of the lab. The information will be required during various phases on of the lab. The following tables provides ip addressing and login credentials for all elements needed to complete the lab: NOTE: If you experience issues accessing TechDirect in demos.dell.com, 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. Before you begin: Account Username Password ABU techdirect1 EMEA techdirect1 APJ Techdirect1 Remind attendees this tool is for self-service support requests and replacement parts dispatching requests. Mention that when surveying TechDirect users the one piece of feedback we always get is how simple and easy to use this interface is hopefully they see this too as we you walk them through this tool. 5 Dell Demo Center Dell Inc., 2016

6 2.1.3 Dashboard Tab 1. Demo how the Dashboard is customizable drag & drop a widget. 2. Account Summary widget mention there are 2 types of users: Administrators and Technicians. You are currently demoing an Administrator account. Administrators enroll the entire account. Technicians receive an with login instructions. Mention Administrators can see activity across the entire account but Technicians only see items assigned to them. o The exception to this is SupportAssist alerts. Technicians and Administrators can see all SupportAssist alerts across an account. Technicians can be promoted to Administrators at any time. There is no limit to the number of Administrators an account may have. 3. Knowledge Center widget Get Certified is where they click to take the dispatching certifications. Every user wishing to request replacement part dispatches must take the trainings first. Trainings are free and online through every TechDirect account. Users select trainings based on the line of business they support trainings vary in length. 4. Performance widget 6 Dell Demo Center Dell Inc., 2016

7 Once certified, users do not need to re-certify each year as long as account performance is in good standing, which can be checked in the Performance widget. Key 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. 5. Technical Support Cases widget This is a list of up to 10 of an account s open support requests. The Detailed View will let provide more information. 6. Dispatch Summary widget This is a list of up to 10 of an account s open dispatch requests. The Detailed View will let them learn more. 7. My Messages widget These are messages about the account from Dell (one-way communication). Click Detailed View to see the full list of messages. Click Message Center Preferences to select which types of messages the user would like to receive via . 7 Dell Demo Center Dell Inc., 2016

8 3 My Services Tab 8. This is where the core functionality of TechDirect is located including dispatch requests, SupportAssist alerts and technical support management. Scroll over the My Services dropdown while you show this. 9. Click Dispatch under the My Services dropdown. Show how the list of all active dispatches is displayed and show how users can export activity reports into Excel for easy sorting and review. Show the View History link and how they can look at closed cases based on a date range. Walk through creating a new Dispatch. o o Make the point that it is really a 3 step process plus review and confirm. Claim: Over 1.2 million dispatches happen through this tool each year. 10. [optional] Click Technical Support in the My Services dropdown and walk through requesting Technical Support and mention how similar it is to the steps to dispatch. 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). 8 Dell Demo Center Dell Inc., 2016

9 11. Technicians show editing a Technician. Show how a Technician is promoted to administrator in the Role section Technicians can be made inactive if they leave the company in the Status section 12. Customers this is where 3 rd party maintainers add the customers they support. Claim: Over 750 Dell Partners use TechDirect today. 13. Branches these are virtual teams of Technicians. As Technicians are added they can be assigned a branch and they can see all activity/cases in that branch. Branches can be assigned by organizational structure, by devices supported, by geographic location or whatever way makes sense for a company or organization. 14. Fees & Payments there are the 3 account levels for TechDirect. Fees only apply to level 3 s labor reimbursement. 1. Account level #1: request technical support Available at no additional charge. 2. Account level #2: request technical support and replacement parts Available at no additional charge. 3. Account level #3: request technical support and replacement parts with labor reimbursement An annual fee of $1,500 is required to participate in the labor reimbursement program. For Third Party Maintainers, a $1,500 fee applies for each customer they enroll. Full labor reimbursement details are available at the time of Administrator enrollment. 9 Dell Demo Center Dell Inc., 2016

10 4 Managing SupportAssist Alerts for PC and Tablets using TechDirect Show the Dashboard SupportAssist Alerts widget. Navigate to the SupportAssist Alerts page under the My Services dropdown. Click on the blue actions wheel in the Actions column. 10 Dell Demo Center Dell Inc., 2016

11 All Technicians and Administrators across can account can see all SupportAssist Alerts. After an alert is forwarded to Dell, it leaves this list and goes to the Dispatch or Technical Support lists under My Services and receives a case number. Talk about the red stars and how they indicate an alert is auto-dispatch eligible for ProSupport & ProSupport Plus customers. Show how to Configure your Alert Rules by clicking the link at the bottom of the page. This is where a user would select if they would like alerts auto-forwarded to Dell instead of individually managing the alerts within the Alerts queue list. Auto-forwarding is either on for all alerts or off for all alerts. 11 Dell Demo Center Dell Inc., 2016

12 Branch rules can also be added in the SupportAssist Alert Rules section. Alerts for a given country, state/province, city or zip/postal code can be assigned to a specific branch. Branches are established in the My Account section of TechDirect. 12 Dell Demo Center Dell Inc., 2016

13 Information on setting up SupportAssist alerts within TechDirect is available on the dell.com/supportassist in the SupportAssist for PCs and tablets Deployment Guide. 13 Dell Demo Center Dell Inc., 2016

14 5 Support contacts Questions Ask your regional COC contacts, use the online Contact Form or 14 Dell Demo Center Dell Inc., 2016