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Online Support July Update

Posted by StephanieP Jul 14, 2017

New personalization settings offering more flexibility to streamline and expedite your service & support experience

It’s no great revelation that expectations for customer service and support have shifted dramatically in the last decade. Customers expect options, whether it be to interact directly with a live individual (phone), through technology (chat), or automated by data-driven technology (apps). And those who prefer to interact online expect an experience that is intelligent enough to anticipate their needs, to ‘know’ their preferences.


For example, I prefer to order pizza online. There’s no fear that my order was misunderstood because everything is clearly identified with the steps and topping selections laid out for me. My address and payment information are stored so I don’t need to spend extra time typing the same information every time I order and I can repeat my last order with minimal steps further expediting the process. I’ve got no time for extra steps…I’m hungry!


But what if you’ve got someone with a severe food allergy? You might want to speak with someone to be reassured that your order is being treated with the utmost care. It’s great that you always have that option available should you need it.


With the July 15, 2017 release of Dell EMC Online Support, we’re introducing simple, yet powerful personalization features. New site preference settings, managed by designated Company Administrators, offer customers the flexibility to decide how they want to engage with Dell EMC for specific support activities. By knowing our customer’s preferences in advance we are able to offer a more personalized service and support experience.


Introducing AutoCRU

Customer Replaceable Units (CRU) are specific assemblies, components, or individual parts of designated Dell EMC equipment that customers are authorized to self-replace.


Dell EMC is pleased to offer the new AutoCRU program to our customers. This program streamlines the part replacement process and reduces the number of interactions between customers and Dell EMC service personnel.


Now there is more transparency and automation through Online Support. Customers can indicate one of three CRU Preference options for delivery of their CRU eligible parts:

AutoCRU EnabledThe optimal choice for do-it-yourself customers who prefer a low touch experience. CRU eligible parts are automatically dispatched to the install site expediting completion of a service event by reducing the number of required contact points.
Always ContactFor customers who prefer a heads up and want to be notified prior to part shipment.
CRU Option DeclinedFor customers who do not wish to self-install CRU eligible parts.


Note: The CRU Program only applies to product models and components classified as Customer Replaceable Units (CRUs). All components not classified as Customer Replaceable Units (CRUs) will continue to require replacement by authorized Dell EMC field engineers. For a list of the hardware components that are designated as CRU for a specific hardware system, please visit the Product Warranty & Maintenance Table.


Of course the ability to service our customers in accordance with their CRU Preference selection is dependent upon having identified the correct designated contacts and shipping details. Now, this information can easily be maintained and updated within Online Support.


The following details for a given site can be found and updated under the new Site Preferences tab within Company Administration:

  • Shipping Contact
  • Shipping Address
  • Onsite Scheduling Contact
  • Alternate Onsite Scheduling Contact

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Company Administrators: Your Action Required!

In order to take advantage of these new features, Company Administrators should login to their Dell EMC Online Support account and configure the new Site Preferences settings from the ‘Company Sites’ tab within Company Administration. For step-by-step instructions, see the CRU and Onsite Preferences Overview or visit Online Support Help.


Note: Only Company Administrators can view and edit site preferences via the Site Preferences tab within Company Administration. Partners and Non-Administrators can view but not modify the information.



Feedback & Additional Resources

As we share updates on the latest Online Support functionality we’d love to hear your thoughts. How can we continue to improve your Online Support experience? We invite you to submit your feedback and ideas through the Help and Feedback form.


For tips and tricks to enhance your online experience, visit the Tip of the Month archives in the Connect with Customer Service community.


Stephanie Pirrong

Dell EMC Services Marketing

Follow Us @DellEMCSupport

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The Dell EMC Online Support site makes it easy for you to create and manage Service Requests and get the support you need for your Dell EMC products. To begin, visit the Dell EMC Online Support site at From the Menu on the left side, under the Support Tasks header, click Create a Service Request. To check on the status of an existing ticket, select Manage Service Requests. If you’d like to have a live chat session with a support technician, select Chat with Support and a Service Request ticket will be automaticallycreated for you.


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This helpful video walks you through the 5 steps for creating an SR to receive service or to order parts replacements for your products, which include:

   1. Specify request type (service or parts)

   2. Select a product

   3. Describe the problem

   4. Confirm Contact Information

   5. Submit Ticket





Before you begin, have your Product ID/Name/Alias and Site Name/ID/Location on hand. During the ticket creation process, Knowledge Base articles and self-help resources will display during Step 2 which you can reference before submitting a ticket. After entering all of your information and clicking Submit, you can Add Attachments to your SR on the confirmation page to help further describe the specific needs.


SR Create Mobile Video snap.PNG.pngDid you know you can use the EMC MOBILE app to create Service Requests as well? Watch this quick video on how to submit an SR ticket using your iPhone or Android device. Don’t have the EMC MOBILE app? Download it here:


Holly Anderson

Principal Manager, Dell EMC Social Support

Follow us @DellEMCsupport

The Dell EMC Fair held on Tuesday, 20th June, marked another #GoBigWinBig and #LegacyOfGood combination for the Ireland Centre of Excellence. In recognition of Junior Achievements 20th Anniversary in Ireland, volunteers from University College Cork (UCC), Cork Institute of Technology (CIT) and team members from Dell EMC in Cork, all came together for the morning to deliver interactive sessions at the Ovens Campus for 30 sixth class students, aged 11-13, from local school Scoil Barra in Ballincollig, Co. Cork.


The focus of the Dell EMC Fair was STEAM (Science, Technology, Engineering, Arts and Maths) and was designed to inspire young minds and show them a small bit of what is possible if they pursue a career in STEAM. The interactive sessions included Maths lessons on puzzles and tangrams, simplifying complex code through a few basic commands, VEX IQ robotics, VR Headset technology and Art lessons.



A huge thank you and well done to everyone, from CIT to UCC to our fellow team members. Your involvement was key in making the event such a success. The engagement from all of the students from Scoil Barra was the best I have ever seen and that is down to the great way you all presented your STEAM topics. The students were all buzzing with excitement from the minute they arrived right up to their departure time.


This event really was a fantastic way to encourage students to consider taking STEAM subjects in secondary school, and a memorable to way to mark the 20th Anniversary in Ireland for Junior Achievement. You can read more about Junior Achievement in Ireland here.


Special thanks to Liz McAvoy and Siobhain O’Hea, our guests from Junior Achievement Ireland, who attended the event in Cork. We hope you enjoyed the experience as much as we did!




Similar events also took place at our Limerick and Dublin locations, with team members and colleges delivering a wide range of interactive demonstrations and inspiring learning for local school children. Sessions included teaching our next generation about plastics and recycling, a hands-on look at a Poweredge Server, and 3-D printing to name but a few.


This #LegacyOfGood community involvement and partnership with our colleges and Junior Achievement across Ireland demonstrates what can be achieved through collaboration and how we can all win together. To sum it up… #GoBigWinBig = SUCCESS!!




Elaine Beare

Program Manager / Senior Analyst

COE PMO Group - Dell EMC Ireland COE

Follow me on Twitter @ElaineBeare

Dell EMC Ireland COE was delighted to welcome Fergus Finlay, CEO of Barnardos Ireland, to our Ovens campus on 8th June 2017. The aim of the visit was to give team members an overview of the great work that Barnardos does in Ireland, and how Dell EMC is supporting these activities.



In a frank ‘fire-side’ type chat with Bob Savage, VP Dell EMC Centres of Excellence in EMEA, Fergus shared his own career history and how he came to work with Barnardos. It was truly a humbling experience to hear the individual stories that Fergus shared from over 12 years with Barnardos, and how this charity has changed children’s lives for the better. Following this deeply engaging conversation, and a brief Dell EMC TV interview, Fergus had a tour of the Campus in Ovens. 


On 12th April 2017 Dell EMC Ireland announced a three year partnership with Barnardos. The partnership, which involves the provision of financial support as well as the sharing of employee expertise, skills and the volunteering of time, is designed to support the good work and continued vision of Barnardos.


Dell EMC, together with employees in Cork, Limerick and Dublin, will work with the team at Barnardos to help raise the profile of the charity’s National Collection Day. The annual collection day which takes place every September has significant potential to help raise much needed funds for children as well as to raise the profile of the valuable work that Barnardos is doing in communities across the country. The Dell EMC team will help publicise the flagship day to enhance its reach through the provision of technical support and advice. Hundreds of Dell EMC employees are expected to take to the streets in Dublin, Cork and Limerick to dramatically increase the number of collection points and thus help to raise more funds.


Both organisations also plan to work together to address the growing digital divide that exists in Irish society. Barnardos has a network of well-established homework clubs and friendship clubs throughout the country. Working with Dell EMC, they plan to introduce a number of Code Work Clubs introducing technical literacy and coding skills to children who wouldn’t otherwise have the opportunity to learn what is increasingly becoming a core life skill.


Bob Savage also shared his thoughts behind the strategic partnership announcement with Barnardos and you can read his blog here.


You can learn more about Barnardos and the great work they do here.

I truly believe this is an excellent and very worthwhile way to embrace how we at Dell achieve our Legacy of Good goals and also highlights how we can #GoBigWinBig! So why not get involved and help make a change for the better!

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Elaine Beare

Program Manager / Senior Analyst

COE PMO Group - Dell EMC Ireland COE

Follow me on Twitter @ElaineBeare

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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 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:



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).

Connectivity Blog Pic 1.png


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. 


Connectivity Blog Pic 2_v2.png


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


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.

quick bytes video.PNG.png

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.”


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


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.


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.

NTT 2.jpg

  • 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.


View SRs with red buttons.png

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.


Tracking ID with Red Buttons_v2.png

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:



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.


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.




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

Kimberley Cunningham

Remote Professional

Pivotal Support Program Manager

Follow us at @DellEMCSupport and @Pivotal

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