Presentation is loading. Please wait.

Presentation is loading. Please wait.

Dell Support Services Application Program Interfaces (APIs) Overview June 2013.

Similar presentations


Presentation on theme: "Dell Support Services Application Program Interfaces (APIs) Overview June 2013."— Presentation transcript:

1 Dell Support Services Application Program Interfaces (APIs) Overview June 2013

2 Dell Global Support and Deployment Support Case Management API – Benefits and Availability Connection: Customers may securely create support cases and receive updates using their own help desk environment. Convenience: Customers bypass typical case management steps, eliminating multiple contact points and enabling direct access to up-to- date information. Control: Empowers customers to manage their issues and resolutions as preferred. An electronic channel that enables transactional management of support cases directly between Dell and the customer’s Help Desk. An extension to the customer’s Help Desk system enabling a single console to manage support cases with Dell. In-warranty systems with ProSupport entitlement only Enterprise systems (launched FY14 Q1) Client systems target launch FY14 Q2/3 What is it? Customer Benefits Availability? 2 Confidential

3 Dell Global Support and Deployment Support Case Management API - Work Flow The Support Case Management API will be made available: Limited Release: December 2012 Enterprise: Q1/Q2 FY14 Client: Q2 FY14 3 Confidential 1 Customer opens TT in their helpdesk 2 Customer submits TT to Dell via API Automatic support case creation 4 Customer is notified Helpdesk Customer Customer contact 3 Dell

4 Dell Global Support and Deployment IsIs Not A Capability to perform electronic support case transactions with Dell using external customer systems ( i.e. help-desk) Not a stand alone offer Data connection between customer system and Dell help- desk Graphical User Interface (GUI) Capability to be integrated by customerDell Managed Service Standard off the shelf capability - not customisableCustomised solution ProSupport only customersBasic customers In Warranty CustomersOut of Warranty Customers Routing to standard Dell Tech Support queuesCustomised for specific routing/queues Throttling to limited number of callsOpen volumes / unlimited calls * Automation of service requests (Web Case Generation)Remote monitoring Support Case Management API - Capability Definition 4 Confidential

5 Dell Global Support and Deployment Support Case Management API - Customer Onboarding Process Questionnaire completed and sent to Dell Dell sends API bundle (includes license agreement) Customer agrees to License to access API bundle Dell sends API key with Test Tags Dell provides Self- certification process Customer Integrates API and tests in sandbox Customer executes self- certification Dell validates self- certification -> promotes sandbox key to production Customer uses Production URL Go – Live! 5 Confidential Note: SS-API Support Team may assist customers as necessary during the integration phase

6 Dell Global Support and Deployment Support Case Management API – Typical High-Level Schedule Dell support and guidance is available during the integration/testing phase. Certification process documentation and supporting information are available. 6 Confidential

7 Dell Global Support and Deployment Support Services API – Resources and Contacts Contacts Please contact your local TAM to discuss API opportunities Alternatively contact to request more Links API community page How to Get Started Document 7 Confidential


Download ppt "Dell Support Services Application Program Interfaces (APIs) Overview June 2013."

Similar presentations


Ads by Google