Dell Support Services Application Program Interfaces (APIs) Overview

Transcription

1 Dell Support Services Application Program Interfaces (APIs) Overview

2 Support Case Management API Benefits and Availability What is it? 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. Customer Benefits 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 upto-date information. Control: Empowers customers to manage their issues and resolutions as preferred. Availability? In-warranty systems with ProSupport entitlement only Enterprise systems (launched April, 203) Client systems target launch August, 203 2

3 Support Case Management API - Work Flow Customer Dell Helpdesk Customer opens trouble ticket (TT) in their helpdesk 2 Customer submits TT to Dell via API Customer contacted 4 Customer is notified Automatic support case creation The Support Case Management API will be made available: Limited Release: December 202 Enterprise: Q/Q2 FY4 Client: Q2 FY4 3 3

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

5 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 selfcertification process Customer integrates API and tests in sandbox Customer executes selfcertification Dell validates selfcertification -> promotes sandbox key to production Customer uses production URL Go Live! Legend: Customer Dell 5

6 Support Case Management API Typical High-Level Schedule S u p p o r t C a s e M a n a g e m e n t A P I, H ig h L e v e l S c h e d u le A c t iv it y C u s t o m e r c o m p le t e s / re t u rn s A P I q u e s t io n n a ire D e ll p ro v id e s A P I b u n d le a n d L ic e n s e a g re e m e n t T im e (w k s ) w k w k 2 w k 3 w k 4 w k 5 w k 6 w k 7 w k 8 w k 9 w k 0 C u s t o m e r a g re e s t o A P I L ic e n s e t e rm s D e ll p ro v id e s A P I u n iq u e k e y, s u p p o rt in g d o c s C u s t o m e r in t e g ra t e s A P I in t o t h e ir s y s t e m C u s t o m e r c a rrie s o u t A P I S a n d b o x t e s t in g C u s t o m e r c a rrie s o u t s e lf- c e rt ific a t io n D e ll v a lid a t e s s e lf- c e rt ific a t io n P ro d u c t io n G o - L iv e Dell support and guidance is available during the integration/testing phase. Certification process documentation and supporting information are available. 6

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

8 Thank you