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To celebrate the success of our vibrant Dell EMC Community Network, Dell EMC Services—in collaboration with our partners VMWare and Cisco—is hosting a special Community Appreciation Event.


Join us on Wednesday, May 10 from 5:00 – 6:30 PM at Sugarcane in the Venetian, before the Dell EMC World 2017 main concert event!

 

All registered members of the Dell EMC Community Network attending Dell EMC World are invited to:

  • Connect, in person, with Dell EMC network peers and top Support Community contributors from across the globe
  • Meet the Dell EMC Elect members, VMWare vExperts, Cisco Champions, fellow DECN members,  and Dell EMC executives
  • Enjoy refreshments and spirited conversation - all in a cool and social setting and a great way to unwind from the intenseness of the conference before the big concert takes place.

 

Wristbands are required for event entry. Confirmed registrants can obtain wristbands from the Social Lounge in the Village at Dell EMC World. Space is limited, so register now and don't forget your wristband!

 

To attend you must register and collect your wrist band from the Social Lounge.


DEW 2017 twitter image.pngWe invite you to join the Dell EMC’s Services team at Booth #347 at the Dell EMC World Expo in Las Vegas, May 8-11th! This year’s theme is focused on “Realizing Your Path to Transformation,” and will bring you face-to-face with experts that will help you take transformation from planning to reality. You will discover the products, strategies and insights you need to transform your business: drive IT innovation, enhance workforce mobility, and reduce risk in the digital era. For the first time, Dell Technologies' family of brands will be all in one place, all at one conference. Join us to experience keynote presentations from some of the top global leaders in the industry, guru sessions with diverse technical experts and specialists, and unforgettable entertainment events in appreciation and celebration of our customers.

 

Attend Breakout Sessions

Learn practical skills and steps to solve your unique technical challenges and maximize your IT investment.

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Learn more about Dell EMC Services' activities in our Connect with Customer Service Community and view descriptions and the full Sessions Catalog here.

 

Visit the Dell EMC Services Booth #347

Attend daily Tech Talks, Breakout Sessions and Hands-on Labs and workshops led by some of Dell EMC’s leading transformation experts on enterprise services and PC support. Tweet to WIN! We’ll be giving away fantastic prizes from our Twitter-activated vending machine located in our Booth #347, where we’ll be hosting live demos of our Online Support Site, and much more. We’ll be sharing the latest and greatest on MyService360 and Secure Remote Services (ESRS), as well as additional services including ProSupport, ProDeploy, and Intelligent Data Mobility.


The Dell EMC Community Network Appreciation Party

It’s on! Every year, we set aside an evening to thank all of our online community members whose product expertise and participation are what keep our global support communities alive with fresh content, compelling product discussions, and leading technical expertise on all Dell EMC products. We welcome you to join us to celebrate our global Dell EMC Community Network (DECN) on Wednesday, May 10th 5:00 – 6:30 pm at the SUGARCANE raw bar grill located in The Venetian Hotel. Connect with other community members, and mix and mingle with leaders from our Customer Support and Services teams, as well as Dell EMC Elect members, VMWare vExperts, Cisco Champions and more. You must have a wristband to attend and space is limited this year! Register for the party here and we look forward to seeing you!


Haven’t registered to attend Dell EMC World yet? There’s still time! Register for Dell EMC World 2017 here.

  • Why Attend – Entertainment, Top 5 Reasons, What to Expect
  • Speakers – Keynotes
  • Agenda – Overview, Guru & Breakout Session Schedule, Catalog
  • Programs – Certifications, Global Partner Summit, Hands-on Labs, and more


Have questions? Post them in the comment section below or visit www.DellEMCWorld.com for more details.


Holly Anderson

Principal Manager of Dell EMC Social Support

Follow us @DellEMCsupport

Please note that the following information pertains to your legacy EMC Install Base.  Connectivity is defined using different parameters for your legacy Dell equipment. 

 

While product connectivity plays a crucial role in maintaining a healthy IT environment, Dell EMC knows it can be complicated at times to understand all of its facets. You may find yourself asking questions like “What does it mean if my product is ‘connected’?”, “How do I know which of my products can get connected?”, or “How do I connect my systems?”. To address these questions and create a simpler, more transparent online service experience, Dell EMC has introduced a revised set of data rules and definitions for the ‘Connectivity’ section of your MyService360 dashboard.


Key Elements of Your Enhanced ‘Connectivity’ View:


Simplified Definition of Connectivity

To make it easier to quickly assess which of your products are connected, the ‘Connectivity’ section of MyService360 now uses these more straightforward connection status definitions for your products:

 

Connected

Dell EMC has received an incoming file(s) - i.e. the product has 'connected home' - via ESRS, email, or other connection channel.

 

There are two product-specific exceptions to this definition:

  • Isilon - As Isilon products are clustered systems, the connectivity status of an Isilon product is determined at the cluster level.
  • Data Domain - Unless reconfigured to adopt ESRS connectivity, the device may be presumed to be connected due to a proprietary connectivity solution integrated into Data Domain devices.
Not Connected

Dell EMC has not received an incoming file(s) via ESRS, email or other connection channel.

 

Note: You may have declined the option to send system files or device data to Dell EMC, or you have not yet established connectivity with Dell EMC for your device.  Read on to learn how to connect your eligible systems. 

Not Connectable

Your system is not capable of sending file(s) or device data to Dell EMC.

 

With some product exceptions, your system may be connected via a related system, for example, a clustered configuration.


Modified Connectivity Measurement

With these revised data rules and definitions surrounding connectivity, your connectivity rates will now be measured based on the total population of products in your Install Base that are capable of connecting home.  Please note that this modified measurement may adjust the percentages of ‘Connected’ and ‘Not Connected’ systems you see in the initial ‘Connectivity at a Glance’ view within this section (Figure 1).


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Inclusion of Additional Products

Your inventory list in the ‘Connectivity’ section will now include software products that are capable of connecting home (i.e. sending files home to Dell EMC).  Review the ‘Not Connected’ view within this section (Figure 2) to see which of your hardware and software products are capable of connecting home to Dell EMC, and take action to connect your systems appropriately. Dell EMC recommends connecting your eligible systems via ESRS v3 to maximize your product performance.  Learn more about this proactive, remote monitoring capability and how to get connected below. 

 

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New Representation of Connection Types

The connection types displayed within your view have now been grouped as ‘ESRS’ and ‘Other’, helping you to hone in on the most relevant information to you.  Reference the products in the ‘Connected’ section with an ‘Other’ connection to identify opportunities for an upgrade to ESRS for optimal connectivity.  You can reference a list of ESRS-supported products here.

 

Note: The ‘Connected via Other’ category includes email, dial home, and connection channels for products acquired by legacy EMC. While these are valid connection channels, ESRS is considered the gold-standard of connectivity for your eligible legacy EMC products.

 

Get Connected with Secure Remote Services (ESRS)

Prevent unplanned interruptions to your data and IT environment, by connecting your eligible products with ESRS v3.  Secure Remote Services (ESRS v3) is a highly secure, two-way remote connection between your legacy EMC products and Dell EMC Customer Service.  By enabling continuous remote monitoring and proactive remote troubleshooting, ESRS helps ensure the health of your environment behind the scenes, so you can focus on your business objectives.  ESRS also enriches your MyService360 experience by creating a consistent, secure data feed back to Dell EMC, ensuring that the data you access, such as code levels, is current and high-value. 

 

Let Dell EMC help take the guesswork out of maintaining a healthy IT environment.  Visit the getting started page and enable ESRS v3 for your eligible products listed as ‘Not Connected’ in the ‘Connectivity’ section of MyService360, today.


Need Help?

Reference the ESRS Forum within the Dell EMC Community Network for quick guides and reference materials when connecting your systems with ESRS.   


Ensuring the accuracy of your data is our priority.  Please open a Service Request if you have any data-specific questions.

 

Should you have any other questions or feedback on your online experience, please submit them through the Help and Feedback form.

 

For detailed instructions on using the ‘Connectivity’ section of MyService360, please visit the Help Page.

 

Lauren Conti

Dell EMC

Product Marketing Manager

Follow us @DellEMCSupport

heanderson

What’s in a Task?

Posted by heanderson Mar 8, 2017

We need your help!

We strive to make it easier for our customers to quickly locate the important support content they need. We know people use different paths to get to content – some prefer to search while others prefer to navigate to content.

 

As we plan for the future, we want to better match commonly performed support tasks to the type of content you might be looking for within Dell EMC Online Support.  We have identified some common customer tasks and a proposed set of task categories.  We’d like your help to match them up using a “Card Sort”.

 

To participate, just click on the link below and you will be presented with an online tool where you can drag and drop common product tasks into the different categories. It only takes about 10 minutes, and it’s fun!

 

Participate Now!

 

Watch this two minute video to find out more about this activity.

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The results of this card sort activity will help us determine if we got our categories right or whether we need to make some further improvements. Help us shape your future support experience!  We will post the results within the Dell EMC Support community and encourage future dialog on this topic!

 

Holly Anderson

Principal Manager of Dell EMC Social Support
Follow us @DellEMCsupport

In an ongoing effort to enable our customers to get easy access to the most valuable support content available, we’ve recently launched a new initiative that pulls top-rated product support content together in one place for some of our most widely-used products. Every month, Dell EMC’s Customer Service team gathers leading support topics regarding a wide variety of products and provides helpful content on the Dell EMC Community Network (DECN) to enable you to get proactive about troubleshooting common technical challenges, and more. These Top Services Topics include content pulled from popular Knowledge Base articles, DECN product support forum posts, troubleshooting guides, Online Support searches, Ask the Expert events, and more.

 

Where Can You Find Top Services Topics?

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To locate trending support topics for your product, you can search the DECN (search for “Top Services Topics”), visit the Online Support product pages or simply reference the table below which reflects all Top Services Topic resources currently available by product. Click on the title of any article to open up a more detailed document for each topic. You can also download the SolVe Desktop Tool and browse for Top Service Topics for your products as well. Want to stay updated when new service topics are added for your products? Simply click “Follow” on the Top Services Topic page of your choice and you’ll be automatically updated via email notification when new topics are published monthly. You’ll also find Top Services Topics shared on Twitter @DellEMCsupport, and we encourage you to follow us there for daily tech tips, support videos, Ask the Expert events, and more.

 

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Want to learn more about Top Services Topics? The “Connect with Customer Service” community is now featuring a quick byte video highlighting some of the benefits of these helpful new resources. This latest video episode shares how Top Services Topics enable our customers to find relevant support content and resources faster and more efficiently.

 

Give Us Your Feedback

Enabling our customers to gather insightful, helpful support content easily, quickly, and on demand, enables you to optimize your product experience have our most valued services content at your fingertips. We’ll be updating Top Services Topics for the products listed above on a monthly basis, and will be rolling out this feature for additional products throughout 2017.

 

We value your feedback on this program. So if you have any comments or thoughts regarding how we might improve our Top Services Topics for your products, please comment below and let us know!

 

Holly E. Anderson
Dell EMC Social Support
Follow us @DellEMCsupport

day1.pngIn September 2016, we became a member of Dell Technologies. When I attended a huge Day1 event in Japan, I felt it was a good time to reconsider the raison d'être of our Dell EMC Support Community since we will experience lots of (good) changes over the next several months.

 

Why did we develop the Dell EMC Community Network (DECN)? I did not know the answer since when I first became a community manager years ago. However, I could guess some of the reasons: Probably it was created as a digital communication and corroboration space in which users could share information, acquire knowledge and get experience. In addition, as a company’s point of view, Dell EMC would expect to get more customer engagement and support case deflection. These reasons turned out to be all correct! But, let’s start thinking in a different way….

 

Dell Technologies deals with IT infrastructure, which by definition is “The basic physical and organizational structures and facilities (e.g. buildings, roads, power supplies) needed for the operation of a society or enterprise.”

 

I see. This is not far from what I was thinking. IT is definitely a form of infrastructure. Many businesses around the world cannot operate their day-to-day business without it. However, IT is a virtual form of infrastructure. In other words, we cannot leverage IT in the same ways as the other (more tangible) infrastructure examples.

 

What do we need to do to make IT a more simplified, more tangible infrastructure? My answer is “We need great products with great IT infrastructure engineers.” As we all know, Dell Technologies provides industry-leading products. And, what about the other point? IT infrastructure engineers? I know there are hundreds of thousands of great engineers who operate/monitor Dell Technologies products every day.  At the same time, I know some Support Community users are struggling to handle their products. I’d like to continue to assist in the growth of a place that helps customers and employees grow to become successful IT-infrastructure engineers in their companies. 


As a Dell EMC community manager, what I’d really love to hear from our community members in the coming years is something like “Thank you Dell EMC for your products and your Support Community! The Dell EMC Community Network enables us to continue focusing on our own business, while gaining the advantage by using leading Dell Technology products and leveraging the expertise of infrastructure engineers on the DECN.”

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We are here to help you. And I am pretty sure community members help us as well! Please join our support community and start on a journey to make IT more simplified and useful with Dell Technologies.

 

Yutaro Uehara

IT Social Engagement

Twitter: https://twitter.com/ueharaus

Using 'My Custom Groups'

 

We know your time is valuable, and a personalized online experience is crucial for driving efficiencies in your day.  To help you quickly accomplish your daily business objectives and get you back to what you do best, Dell EMC Customer Service encourages you to leverage the ‘My Custom Groups’ feature in Online Support.

 

Custom Groups help you to hone-in on the sites and products that are most relevant to you, helping you to work more efficiently.  They can be used to streamline key activities in Online Support such as:

  

  • Creating and managing service requests,
  • Configuring service request email notifications,
  • Starting a live chat with a Dell EMC support technician,
  • Customizing your views and finding information in MyService360.

 

Watch this short tutorial to learn how to create and use Custom Groups to maximize Online Support and MyService360.


 

 

 

Lauren Conti

Dell EMC

Product Marketing Manager

Follow us @DellEMCSupport

What is the Optics initiative?

Both Dell EMC and our customers consume considerable time and effort to replace optics/SFPs in our switches, directors and storage arrays.  This expense in time, effort and product is frequently unnecessary.  The Optics initiative creates an opportunity to identify and to simplify these situations, avoiding Service Request creation and reducing remediation time through customer education and self-service.

 

What is an optic/SFP?

Optics are the small components that enable Dell EMC products to communicate on the network.  Did you know?

  • Optic cable cleaning should be standard practice in any data center.
  • Both cable cleaning and optic replacement are very simple and quick procedures that customers may perform themselves, saving significant time.
  • All Connectrix products support Customer Replaceable Units (CRU) for optic replacement.

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Why is the Optics initiative important to the Dell EMC customer?

  • Provides customer choice that:
    • Saves time, through multi-paths, by facilitating cable cleaning by the customer at any time
    • Ensures redundancy by recovering a “down path” through the cleaning process
    • Accelerates recovery by reducing resolution time greatly through the cleaning process
    • Simplifies problem resolution by eliminating one of the probable causes of the failure if cleaning fails
  • Identifies probable cause
    • In a recent and extensive test study by Dell EMC, 83% of optics (over 500 examined) returned to Dell EMC after replacement were determined to not have any fault.  Also, in a recent study by NTT-Advanced Technology, 98% of installers (blue) and 80% of network owners (red) reported that issues with connector contamination was the greatest cause of network failure.

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  • Facilitates customer education and self-service
    • Customers requesting an optic replacement may wait over a day for an engineer to be scheduled and to appear onsite.
    • Dell EMC YouTube Service Channel podcast videos include:
      • Connectrix Optics Cable Cleaning Made Easy  (2:31).  In this video, you will learn how easy it is to clean your fiber optic cables to prevent connectivity issues in your Connectrix products.

      • Connectrix SFP Optic Replacement Made Easy  (1:51).  In this video, you will learn how easy it is to replace your failed SFP optic in your Connectrix products.

 

  • Identifies Cleaning and CRU tasks that customers could easily perform themselves, saving significant time

 

Once you have reviewed the Dell EMC YouTube Service Channel videos, we would like to hear from you.  Please share your experiences within your datacenter through Twitter, @DellEMCSupport using the hashtag #OpticsCleanCRU, through the Dell EMC Connectrix Community, and through this brief 1-minute survey.

 

Scott Ramsay

Director, Service Product Lead - Connectrix

Twitter: @ScottRamsay13

Follow us @DellEMCsupport

You’ve asked.  We’ve listened.  In addition to the new functionality highlighted in our September guide, the following enhancements are now available in your MyService360TM dashboard for a more personalized and informative experience.  Read on to learn how to maximize your experience with these new features.

 

Improved Service Request Management within the 'View SRs' Section of Incident Management


As a top ask from the September 2016 release, you can now see all Service Requests (SRs), both open and closed, within the ‘View SRs’ (formerly ‘Open SRs’) section of Incident Management.

 

Remember to leverage the added personalization and search features in your grid and map views to hone in on the SRs you care about:

  • New – Easily filter your view using the radio buttons (Figure 1.1) and dashboard filters (Figure 1.2).
  • Quickly locate a specific SR using the search field (Figure 1.3).
  • Export your data to a .csv file for further analysis (Figure 1.4).
  • Use the Site & Product (Figure 1.5) and ‘Filter By’ menus (Figure 1.6) to focus on specific custom groups and product categories.

 

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Figure 1


Hints & Tips:


  • ‘Filter By’ Menu – Use ‘Filter By’ menu (Figure 1.6) first, before making other selections in the ‘View SRs’ section. Choosing different settings in the ‘Filter By’ menu will override any search queries (Figure 1.3), radio button selections (Figure 1.1), or dashboard filters (Figure 1.2) you may have previously made.
  • Dashboard Totals – The totals you see in the bottom part of the dashboard (Figure 1.2) reflect the aggregate total of your open and closed SRs.  Note that these numbers will remain the same as you search for an SR or make a selection using the radio buttons or dashboard filter options.
  • Escalations vs Active Escalations – Note that the number of escalations you see in the ‘View SRs’ section is different from the number of active escalations featured in the Heads-up Display or ‘Summary’ section. In ‘View SRs’, the number of escalations is reflective of your open and closed SRs.  The number of active escalations in the Heads-up Display is only representative of open SRs.

 

Efficiently Track Part Shipments for Upcoming Onsite Services


Now in the ‘Scheduled’ section within Onsite Services, you can more easily stay up-to-date on your part shipment statuses with a Tracking ID.

 

After selecting the service activity status bar (Figure 2.1), click on the Tracking ID (Figure 2.2). This will take you to the shipping company’s website where you can track your part shipments.

 

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Figure 2

 

Tip:  Leverage the chat, email or phone options (Figure 2.3) to contact Schedule & Account Services directly, should you have any questions on your part shipments or activities related to your Onsite Services.

 

Dell EMC is dedicated to delivering tools and resources that streamline and personalize your services experience.  We will continue to provide updates on the latest enhancements to Online Support and MyService360.

 

Should you have any questions or feedback on your online experience, please submit them through the Help and Feedback form.

 

To maximize your MyService360 experience, visit the Online Support Help Page and Tip of the Month archives for detailed instructions and help guides.


Lauren Conti

Dell EMC

Senior Product Marketing Manager

Follow us @DellEMCsupport

In the October Update blog post, we highlighted some of the ways our Customer Service teams have developed solutions to address customer concerns around their Online Support experience. As we continue to gather customer feedback in order to continuously improve your service and support experience, we are pleased to share the following updates to the Online Support Company Administration experience.

 

Improved Company Administration Navigation

When selecting ‘View and Manage Company Information’ from Online Support, you will now see a more accurate description of the navigation options available to you based on your unique role:

 

Non-Administrator

View sites, products, and contacts within your organization, as well as any pending requests that you have submitted for site access.

Partner Administrator

View and manage sites and contacts within your organization.
View any pending requests that you have submitted for site access.

Company Administrator

View and manage sites and contacts within your organization.
Manage access requests to sites within your organization.


Improved Visibility for Customer and Partner Administrators


Easily View Details for a Specific Contact – Now you can view details for each contact within your organization under ‘Manage Contacts’ within Company Administration. Simply click on the contact’s last name and view the sites they have access to (‘Site Access’ tab) and products for which they have been designated as a product-level contact (‘Product Level Contacts’ tab). From these views, administrators can further customize their experience with a number of filtering options as well as export the data set for further analysis.

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Easily View Internal Contacts for a Specific Site – Now you can view the list of internal contacts for a given site from ‘Manage Sites’ within Company Administration. Simply select the site, then select ‘Internal Contacts’ tab to view, filter, and export the list of contacts from your company that have access to that site.

 

Note: The contact listing within this view is displayed only for sites with an ‘Open’ site security level. To perform any actions on a contact, navigate to ‘Manage Contacts’ by selecting ‘Contacts’ from the drop down menu.

 

 

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As always, we will share updates on the latest Online Support functionality as it is released and invite you to continue to submit your feedback through the Help and Feedback form.

 

For detailed Company Administration instructions, please visit the Online Support Help page. For tips and tricks to enhance your online experience, visit the Tip of the Month archives in the Connect with Customer Service community.

 

Holly Anderson

Principal Manager, Dell EMC Social Support
Follow Us @DellEMCSupport

Our Pivotal Support team uses Slack to communicate.  We have found this tool works well with our mix of co-located and remote team members.   It’s our command center; a virtual water cooler where we chat, pass code snippets, and links back and forth.  Slack is where we maintain a connection with teammates, both the ones we can see and the ones we cannot.

 

dell-emc-blog.pngWhy do we use Slack?  We know it is a great platform for when you need to communicate to an entire team.  We have created channels for specific products and teams keeping the communication focused.  It is much easier to search in Slack than in other platforms.  Have you ever needed to find that line of code that fixed an issue?  Searching in your email can be super frustrating especially if it’s buried in a thread.  The search function allows you to filter and narrow your options making finding the link or conversation you are looking for much easier.

 

Slack allows you to integrate with services like GitHub and many others that can be useful to your team.  Integration of services and the ability to add code snippets make this a time saving tool as well.  We provide support for many different products and using this as our primary communication tool has saved us countless hours of work.

 

We use it to help convey our personalities with humorous anecdotes or the latest “Happy Friday” gif that is making the rounds.  This helps remote team members feel connected, be “in” on the office jokes and creates a culture that includes all.  Communication can be challenging as a remote professional. You need to be skilled with words as they need to present not only information, but also your personality and feelings.  One advantage of living in this era of technology is all the incredible communication tools available for use from anywhere.

 

Remote professionals have a lot to offer, besides the financial gains of not requiring additional real estate, you also have someone who is working on their own terms and somewhat outside the office politics arena.  Remote workers are statistically happier, feel they are more productive than the co-located worker and can add a nice balance to your team especially as the world becomes a smaller place.  The goal is to make your co-located team think the remote team members are in the office with them.  It is always great to hear that they forget we are elsewhere.

 

Let me know how you communicate as a remote professional, or if you are co-located, challenges you may have had dealing with remote team members, I would love to hear from you! You can contact me at kcunningham@pivotal.io.


Kimberley Cunningham

Remote Professional

Pivotal Support Program Manager

support.pivotal.io

Follow us at @DellEMCSupport and @Pivotal

At Dell EMC, customers are our first priority and we are committed to your success.  Over the last few weeks, our Customer Service and Development teams have worked diligently to gather your feedback and develop solutions to address your key issues and concerns.

 

We are pleased to share with you the latest updates to Online Support and MyService360TM.

 

Faster Account Management
  • Online Support registrations and updates to existing users' accounts are now processed in near real-time, resolving any processing delays you may have experienced.
  • Site statuses have been updated, enabling you and your partners to create and manage Service Requests on the appropriate sites.
Improved SR Creation Experience
  • As you create a Service Request (SR), your product selection will display more prominently for a more intuitive experience.  An error notification will be more pronounced when submitting an SR or launching a Live Chat session without first selecting a product.

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  • All generally available products should display as expected in the All EMC Products list as a result of improved system integrations.  This affects the 'Account Sites' product selection option when creating a Service Request or initiating a Live Chat session in Online Support.

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Faster SR Management Experience
  • Improved performance when viewing the Open SRs grid within the Incident Management section of MyService360.  The delays that previously caused a 'Loading' message on this page have been resolved.
Increased Visibility for Partners
  • Service Enabled Partners are now able to view SRs opened using 'All EMC Products'.

 

We will continue to keep you updated as we implement additional updates to your Online Support and MyService360 experience based on your direct feedback.

 

Should you encounter any technical issues or have additional feedback, please continue to report them through the Help and Feedback form.  Your feedback will be used to develop action plans to ensure we are providing a world-class service and support experience.

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Dell Technologies invites you to join us Wednesday, October 5th, for a truly unique global celebration of our commitment to our customers! Our annual Total Customer Experience Celebration is our chance to demonstrate our continued drive to stay ahead of the curve as an enterprise company committed to meeting its customers on cutting-edge digital platforms. To be held live at various worldwide locations and streamed as a virtual event, we encourage you to come and hear the latest from Dell EMC leaders and customers, our Customer Experience (“CX”) team, and a very special celebrity guest – John Cena, WWE wrestling superstar, actor and philanthropist.

 

As a market leader, Dell EMC understands our customers’ evolving needs and has a proven commitment to helping you succeed throughout your digital transformation. We encourage you to participate in this special event to learn more about our customer approach and capabilities, and to give us your feedback so we can continue to improve your customer experience.


Join the Celebration!

Dell EMC will be hosting numerous onsite celebrations at locations around the world October 5th – October 11th, including over 30+ global locations. As our special guest, we invite you to participate in this free event where you can connect with Dell EMC employees, and fellow customers and partners.

  • If you are located near Hopkinton, MA, we encourage you to join us at our central Dell EMC location on October 5th from 2-4 pm EST. Email us to register at TCE.VOX@emc.com.

 

Can’t attend in person? Join our virtual celebration on October 5th and use Password: TCEOCT05 to access. The pre-show starts at 1:30 pm EST and the Live Virtual Event officially begins at 2:00 pm EST.


Have questions? Post your comments below and we’ll get back to you! You can also email us your questions and feedback at TCE.VOX@emc.com.

 

Holly E. Anderson

Dell EMC Social Support & Community Strategy

Follow us @DellEMCSupport

#CXDAY #CXDayChamps

blog image.PNG.pngOn September 7th, EMC became part of Dell Technologies and our new company name became “Dell EMC," resulting in a global re-branding and refresh of our company identity by name, and look and feel, around the world. Our social media accounts across multiple social platforms (including Twitter, Facebook, LinkedIn, YouTube, etc.) now reflect the same enterprise-wide change, as well. Thus, our former @EMCSupport Twitter account has now been renamed @DellEMCSupport.


Though our support Twitter account has a new name and URL, we still provide the same social support services for EMC customers and partners - for all legacy EMC products - including daily tech tips, helpful support videos, how to’s, troubleshooting advice, Ask the Expert events, and the latest news in Dell EMC Online Support and MyService360. We encourage you to follow our account, if you haven’t already, for the latest in Support Community resources, YouTube product support demos, Top Services Topics, support Tips of the Month, and much more. 


The Connect with Customer Service community on the Dell EMC Community Network (DECN) recently posted a helpful article on where to go to get support in the “Dell EMC Services” update. Here you’ll find easy links to both Dell and EMC-branded product support and services, including online, onsite and telephone support.

 

Social Support Resources for EMC and Dell

 

 

Dell customers are encouraged to visit the Dell Product Community and the Dell Online Support Site, as well.


This video presentation and resource page published by president, Dell EMC Services and IT, Howard Elias, also helps clarify where to go for both EMC and Dell product support and services. Click the orange arrow under the photo to watch the video.


Have questions? Please post the below in the comment section below. We also encourage you to participate in our new Ask the Expert events covering Online Support and MyService360, as well as our recent merger with Dell, and other product-related events. See a full list of Ask the Expert events going on now and post your questions today!


Holly E. Anderson

Dell EMC Social Support & Community Strategy

Follow us @DellEMCSupport

IMPORTANT NOTICE:


As of September 17, 2016, we have transitioned to a new Service Request system resulting in modified or moved functionality across Online Support and MyService360TM.

Please visit the guide to this release for tips and tricks on using some of the new capabilities. 

Your service experience is a top priority for us. Should you encounter any technical issues or have additional feedback — which will be used to develop action plans — please report them through the Site Help & Feedback Link.

Greater Efficiencies. Proactive, Actionable Insights.

In the last Online Support & MyService360TM blog post, we discussed new features designed to help you quickly find the information you need to take action. In this post, we’ll be highlighting even more new capabilities that are helping to drive efficiencies for you.  The September release continues to modernize your service and support experience; migrating to a new platform to help you proactively take control of your IT environment.

 

Key Enhancement Areas

Managing Service Requests, Onsite Services & Engaging EMC Customer Service

  • Create & View SRs - Integration with our new support platform brings a new look for creating Service Requests (SR) and viewing SR details, creating a streamlined, self-help experience. As you create and view SRs, leverage the relevant resources and information that are proactively served-up toyou to prevent duplicate cases.
    Open SRs 1.png
  • Manage Your SRs –MyService360 offers a reimagined way to proactively view and manage your open SRs within ‘Incident Management’. See where your open SRs are occurring across your global install base with the geospatial map, or toggle to a list view using the 'View By' buttons in the top left side of the page. Use the new dashboard filters at the bottom of your screen to quickly assess which SRs are awaiting your action or the status on an SR for which you are the primary contact.
  • Check What’s ‘Awaiting Your Action’ – For even more actionable insights, ‘Awaiting Your Action’ has been introduced to the ‘Heads-up Display’ of MyService360. Visit this near real-time section to quickly identify items that require your response, such as updating and closing your SRs or scheduling your onsite maintenance activities through a direct Live Chat with Schedule & Account Services.
  • Live Chat - The Live Chat function in Online Support also has a new look with a proactive display of related SRs and relevant Knowledgebase articles. Launch a chat session from the Online Support homepage, SR details page or ‘Unscheduled Activities’ view in MyService360, to directly engage a technical support professional with your questions.
  • Exporting Your Data – You’ve asked, we’ve listened. As the #1 request from customers, MyService360 now offers additional export capabilities across ‘Incident Management’, 'Service Requests' in the ‘Awaiting Your Action’ section, and ‘Onsite Services Overview’ to help you conduct further analysis.

Managing Service Requests On-the-Go with Your Mobile Device

  • Stay on Top of SRs - The EMC MOBILE app now has more robust search capabilities, allowing you to easily search for SRs by SR Number, Product ID, or Site ID. When viewing SR Details, you’ll also have visibility into any SRs related to a particular product with the added ability to drill down into the details of those related SRs.
  • Personalize Your Views - Enjoy a more seamless personalized EMC MOBILE experience. Filter your SRs using the Custom Product and Site Groups created in Online Support. Product Aliases are also displayed when viewing the details of your SRs.

Note: Current users of the EMC MOBILE app must download the updated version to continue using the support functionality within the app. Users of the legacy EMC Support app are encouraged to migrate to EMC MOBILE as the legacy app will no longer function after the September release.

Managing Sites, Products, and Contacts

Company Administration.png

  • Streamlined Site Administration - Added security enables efficient administration of your company’s sites, products, and contacts. Automatic inheritance allows users to immediately view all entitled sites rather than adding them manually.
  • Manage Your Approvals - A simplified, intuitive design offers faster management of approvals for administrators as well as the ability to clearly differentiate between company sites and 3rd party supported sites and products.
  • Assign Product Contacts – This release now includes the added flexibility of assigning and maintaining contacts at the product-level.

 

Reminders & Additional Resources

We know that accurate and current data is critical for a modern and proactive experience – it’s difficult to take proactive action on outdated information.  To fully benefit from Online Support and MyService360, be sure your eligible systems are connected with ESRS v3!

 

Have questions? Check out the Easy Ways to Streamline Your EMC Online Support & MyService360 Experience Ask-the-Expert event. Our subject-matter experts are standing by to answer your questions.

 

Looking for more information? Read the September release FAQ or visit the EMC Online Support Help page for detailed instructions.

 

Lauren Conti

Dell EMC

Senior Product Marketing Manager

Follow us @DellEMCsupport

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