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Support Services APIs Support Case Management API Dispatch Request API Warranty Status API

Support Services APIs Support Case Management API Dispatch Request API Warranty Status API.

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Support Services APIs Support Case Management API Dispatch Request API Warranty Status API

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  1. Support Services APIsSupport Case Management APIDispatch Request APIWarranty Status API

  2. 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 andWarranty 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

  3. 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. 3

  4. Help Desk-to-Help Desk Communication Customer System-to-System Communication Support Case Management API Case created in Help Desk Case appended Case status queried Entitlement verified Case created in Dell system Case updated / queried Dispatch request submitted Dispatch created Query dispatch status Dispatch Request API Dispatch team engaged Dispatch request reviewed Parts dispatched Warranty Status API Service Tag queried Warranty information received As shipped information received Warranty expiration dates sent Warranty entitlement sent As-shipped info sent 4

  5. Key Support Services API Benefits 1. Single Interface Support Reduce employee time spent training on new support interfaces by keeping Dell product support within your existing Help Desk environment. 2. Consolidated Activities Consolidate product support activities and information into your support system. 3. Empowerment Choose to integrate the appropriate combination of Support APIs for your business operations. 4. Streamlined Communications Streamline support communications making operations more productive.

  6. Support Case Management API

  7. Support Case Management API Helpdesk Customer opens trouble ticket (TT) in their helpdesk and submits it to Dell via API 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 Dell Automatic support case creation 2 Customer is notified 3 7

  8. Dispatch Request API

  9. Features and Benefits of the Dispatch Request API Create, search and view dispatches • Save time by never having to leave your Help Desk. Retrieve part details by service tag or model number • Enjoy the convenience of a consolidated location for dispatch information. Request on-site installation of parts • Maintain control while supporting your Dell products.

  10. Process for using Dispatch Request API Customer identifies infrastructure problem Customer environment Issue Arises User gathers required information to validate failure Part ships Dell ships requested parts the next business day Validation Dell Validates Dispatch Request Dell validates failure evidence User creates dispatch request for failed part

  11. Warranty Status API

  12. Warranty Status APIBenefits Asset Management Aggregate View Compatibility Compatible for all standard consoles including Remedy, SalesForce, Oracle CRM, Oncontact, Microsoft Dynamics and more. • 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. • Customers may use this information to proactively manage their Dell IT systems. • Receive information that can be used for manual online warranty renewal.

  13. Warranty Status Example: Warranty gathered using AWR API AWR Online Purchase Warranty Notification

  14. Warranty Status Example: Warranty Notification Online Renewal

  15. Get started today!

  16. API Onboarding Process Legend: Customer Dell 16

  17. 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 pageHelp:For help with Dell APIs, please contact SS-API_Support_Team@Dell.com or, if applicable, your regional Dell Technical Account Manager (TAM). 

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