Support Services APIs Support Case Management API Dispatch Request API Warranty Status API
description
Transcript of Support Services APIs Support Case Management API Dispatch Request API Warranty Status API
Support Services APIsSupport Case Management APIDispatch Request APIWarranty Status API
2 Global Support and Deployment
Dell’s customer support APIs (application programming interfaces) are designed to connect customers to Dell technical support systems within their existing Help Desk environment. Invisibly integrated into their workflow and free to ProSupport customers, these APIs simplify support routines by removing the need to leave existing support interfaces while
• Creating support cases • Dispatching parts • Checking warranty status
As IT environments become increasingly complex and diverse, Dell APIs keep technicians in the support system for which they are familiar, minimizing the need for additional training and increasing productivity by consolidating support communications and activities.
Dell currently offers a portfolio of three APIs – Support Case Management, Dispatch Request and Warranty Status. Support Case Management allows a customer to create, view, manage and update a support case when issues arise while Dispatch API allows customers to dispatch replacement parts and Warranty Status allows customers to check the status of their service tag warranties. All of these can be conveniently done through the customer’s own Help Desk interface.
Support Services APIs
Dell Global Support and Deployment3
Support Case Management API
Dispatch Request API Warranty Status API
Usage Scenario
Want Help Desk-to-Help Desk customer support
Want to dispatch parts without leaving the chosen Help Desk
Want to check the status of all service tag warranties
Functionality Open, view. update and review history of support cases
Create, search and view parts dispatches, request on-site installation and receive next business day shipping of parts
Provide warranty expiration, entitlement and asset as-shipped information, allowing renewal when applicable
Delivery Mechanism
Within customer Help Desk
Within customer Help Desk
Within customer Help Desk
Product Lines All, except Compellent and Wyse
Client, server, storage and networking
All
Entitlement Requirements
ProSupport and higher on In-Warranty systems
ProSupport and higher with 50+ tags
Basic and higher
Cost No additional fee No additional fee unless participating in the Labor Reimbursement program*
No additional fee
API Comparison
*$1,500 USD/year or equivalent in local currency for labor reimbursement program participation. $1,500USD fee applies to Channel partner and each customer enrolled through Channel customers where labor reimbursement is requested.
Dell Global Support and Deployment4
Case created in Help DeskCase appendedCase status queried
Help Desk-to-Help Desk Communication
Dispatch request submittedDispatch createdQuery dispatch status
System-to-System
Communication
Warranty Status API
Support Case Management API
Dispatch Request APIDispatch team engagedDispatch request reviewedParts dispatched
Entitlement verifiedCase created in Dell systemCase updated / queried
Customer
Service Tag queriedWarranty information received As shipped information received
Warranty expiration dates sentWarranty entitlement sentAs-shipped info sent
Dell Global Support and Deployment
Key Support Services API Benefits1. Single Interface SupportReduce employee time spent training on new support interfaces by keeping Dell product support within your existing Help Desk environment.
2. Consolidated ActivitiesConsolidate product support activities and information into your support system.
3. EmpowermentChoose to integrate the appropriate combination of Support APIs for your business operations.
4. Streamlined CommunicationsStreamline support communications making operations more productive.
Dell Global Support and Deployment
Support Case Management API
6
Support Case Management API
7
Benefits› Connection securely
create support cases and receive updates via your Help Desk
› Convenience eliminate swivel seating to web portals or the need to call Technical support.
› Control empowered to manage and resolve support issues as preferred.
1
HelpdeskCustomer opens trouble ticket (TT) in their helpdesk and submits it to Dell via API
Customer is notified
3
2DellAutomatic support case creation
Dell Global Support and Deployment
Dispatch Request API
8
Dell Global Support and Deployment
Features and Benefits of the Dispatch Request API
Save time by never having to leave your Help Desk.
Enjoy the convenience of a consolidated location for dispatch information.
Maintain control while supporting your Dell products.
Create, search and view dispatches
Retrieve part details by service tag or model number
Request on-site installation of parts
User creates dispatch request for failed part
Dell ships requested parts the next business
day
User gathers required information to validate failure
Process for using Dispatch Request API
Dell validates failure evidence
Customer identifies infrastructure problem
Issue Arises
Dispatch Request
Validation
Dell Validate
s
Part ships
Customer environment
Dell Global Support and Deployment
Warranty Status API
11
Dell Global Support and Deployment
Warranty Status APIBenefits
Compatibility
Aggregate View
Receive real time access to warranty entitlement and expiration data, plus as-shipped configuration information.
• Query batches of service tags from 1-100.
• Available to in-warranty and out-of-warranty customers.
Asset Management
Customers may use this information to proactively manage their Dell IT systems.
• Receive information that can be used for manual online warranty renewal.
Compatible for all standard consoles including Remedy, SalesForce, Oracle CRM, Oncontact, Microsoft Dynamics and more.
Dell Global Support and Deployment
Warranty Status Example:Warranty gathered using AWR API AWR Online PurchaseWarranty Notification
Dell Global Support and Deployment
Warranty Notification Online Renewal
Warranty Status Example:
Dell Global Support and Deployment
Get started today!
15
Dell Global Support and Deployment
API Onboarding Process
Customer completes Get Started
questionnaire and returns it to Dell
Dispatch API only: Customer must
complete TechDirect enrolment process
Dell sends Software Development Kit
(SDK) with License agreement to
customer(5 business days)
Customer agrees to License agreement
Dell sends unique API key, sandbox integration
environment and test tags plus provides self-certification
process(5 business days)
Customer integrates API and tests in
sandbox, as well as finishes self-certification
Dell validates self-certification
completion and promotes key to
production(5 business days)
Customer uses production URLAPI goes Live!
16 Legend: Customer Dell
How to get startedGet started today! To request any or all of Dell’s Support Services APIs, simply follow the steps outlined in the Get Started document.Additional Resources:API Community page
Help:For help with Dell APIs, please contact [email protected] or, if applicable, your regional Dell Technical Account Manager (TAM).