EMC is committed to delivering a world class service and support experience that meets the ever-changing business needs of our customers. We strive to continuously improve our support tools, resources, capabilities and offerings, and along with that comes change.
On this occasion we will be discussing the latest enhancements to EMC Online Support and MyService360TM, which includes new experiences to:
Our experts will answer your questions regarding Online Support and MyService360 and offer guidance on how to use these tools to maximize the value of your customer service experience.
This discussion takes place from Sept. 12th - Oct. 14th. Get ready by bookmarking this page or signing up for e-mail notifications.
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Meet Your Experts:
Principal Program Manager - Dell EMC CS Innovation
Brant has been with EMC for over 3 years. His experience includes project/program management and call center management in the Insurance and Technology industries.
Dell EMC Product Services Marketing
Lauren has been with EMC for 3+ years working across EMC Global Enterprise Services in various functions centered around communication and education for customers and employees. Her expertise includes marketing and communications, and video production.
Dell EMC Online Support - Customer Service
Michael has been with EMC Global Services for over 17 years in various functions focused on Customer Service and Support. His expertise is in Software Development and Delivery.
Program Manager - Dell EMC Customer Service
Suzanne has been with EMC for over 16 years focusing on project/program management. She is our Online Support Live Chat expert.
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>> Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience http://bit.ly/2cwkYTY<<
Greetings! This discussion is officially open. Your questions, feedback and comments are welcome
Liking this and the improvements.
Is there going to be some sort of port to a mobile app ? The current app is unusable.
Yes, in addition to the enhancements to Online Support and MyService360, we are updating the Support functionality within the EMC MOBILE app. Version 3.3 of the app will provide a more seamless and personalized mobile experience. Custom groups created within Online Support (custom site and product groups for example) will be visible within the EMC MOBILE app and can be used as filters when searching for an SR. In addition, any product alias you've created will be displayed when viewing SR details.
Today, to add additional sites to your 'My Sites' list, visit the company administration page under 'Service Center' and select 'add site' in the top right corner of the page. As seen here:
After the coming September release, all sites associated with your company will appear automatically in your company administration view (found under preferences) so you don't have to add them manually. From there, you can create customized groupings of your sites & products.
Can someone from EMC talk about the upgrade this past weekend ?
Please Note: Online Support (support.EMC.com) is currently experiencing intermittent issues with the following functionality:
An updated notice will be provided when functional issues are resolved. Please utilize the site help & feedback form to report any issues. We apologize for any inconvenience and thank you for your continued patience.