Transcript Support Services API V1.0

Support Services APIs
Support Case Management API
Dispatch Request API
Warranty Status API
Support Services APIs
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.
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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.
Global Support and Deployment
API Comparison
Support Case Management API
Dispatch Request API
Warranty Status API
Usage Scenario
Want Help Desk-to-Help Desk
Desk customer support
Want to dispatch parts without leaving
without leaving the chosen Help Desk
Want to check the status of all service tag
all service tag warranties
Functionality
Open, view. update and review history
review history of support cases
Create, search and view parts dispatches,
Provide warranty expiration, entitlement
entitlement and asset as-shipped
shipped information, allowing renewal
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 Inon In-Warranty systems
ProSupport and higher with 50+ tags
Basic and higher
Cost
No additional fee
No additional fee unless participating in
participating in the Labor Reimbursement
Reimbursement program*
No additional fee
*$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.
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Dell Global Support and Deployment
Help Desk-to-Help Desk Communication
Customer
Case created in Help Desk
Case appended
Case status queried
Dispatch request submitted
Dispatch created
Query dispatch status
Service Tag queried
Warranty information received
As shipped information received
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System-to-System
Communication
Support Case Management API
Entitlement verified
Case created in Dell system
Case updated / queried
Dispatch Request API
Dispatch team engaged
Dispatch request reviewed
Parts dispatched
Warranty Status API
Warranty expiration dates sent
Warranty entitlement sent
As-shipped info sent
Dell Global Support and Deployment
Key Support Services API Benefits
1. Single Interface Support
2. Consolidated Activities
3. Empowerment
4. Streamlined Communications
Reduce employee time spent training on new support
interfaces by keeping Dell product support within your
existing Help Desk environment.
Choose to integrate the appropriate combination of Support
APIs for your business operations.
Consolidate product support activities and information into
your support system.
Streamline support communications making operations more
productive.
Dell Global Support and Deployment
Support Case
Management API
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Dell Global Support and Deployment
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.
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Customer
is notified
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Dell
Automatic
support case
creation
› Control empowered to
manage and resolve
support issues as
preferred.
Dispatch Request API
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Dell Global Support and Deployment
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.
Dell Global Support and Deployment
Process for using Dispatch Request API
Customer identifies
infrastructure problem
Customer environment
Issue Arises
Dell ships requested parts
the next business day
Part
ships
Validation
Dell validates failure
evidence
Dell
Validates
Dispatch
Request
User gathers
required
information to
validate failure
User creates
dispatch request for
failed part
Warranty Status API
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Dell Global Support and Deployment
Warranty Status API
Benefits
Compatible for all
standard consoles
including Remedy,
SalesForce, Oracle
CRM, Oncontact,
Microsoft Dynamics
and more.
Asset
Management
Aggregate
View
Compatibility
Receive real time
access to warranty
entitlement and
expiration data,
plus as-shipped
configuration
information.
•
Query batches of
service tags from
1-100.
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Available to inwarranty and outof-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.
Dell Global Support and Deployment
Warranty Status Example:
Warranty gathered using AWR API
Warranty Notification
AWR Online Purchase
Dell Global Support and Deployment
Warranty Status Example:
Warranty Notification
Online Renewal
Dell Global Support and Deployment
Get started today!
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Dell Global Support and Deployment
API Onboarding Process
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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 selfcertification process
(5 business days)
Customer integrates API
and tests in sandbox, as
well as finishes selfcertification
Dell validates selfcertification completion
and promotes key to
production
(5 business days)
Customer uses
production URL
API goes Live!
Legend:
Customer
Dell
Dell Global Support and Deployment
How to get started
Get 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).