RobertoAraujo1
3 Argentium

Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

YOU MAY ALSO BE INTERESTED ON THESE ATE EVENTS...

Ask the Expert: Avamar Server, Capacity and Replication

Ask the Expert: What’s New with our Hybrid Cloud Platforms?

Ask the Expert: SolVe Desktop, Proactive knowledge and Self-Help Procedures for Customer Engagement ...

myservice360.jpg

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:

  • Create, View, and Manage Service Requests
  • Live Chat with an EMC support professional
  • Set up your Profile, Sites, & Products within Company Administration
  • Identify and Schedule Onsite Services

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.


FOLLOW THE ASK THE EXPERT COMMUNITY ON ECN

Meet Your Experts:


profile-image-display.jspa?imageID=9977&size=350

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.

profile-image-display.jspa?imageID=17785&size=350

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.

profile-image-display.jspa?imageID=17783&size=350

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.

profile-image-display.jspa?imageID=11880&size=350

Suzanne Correia

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.


INTERESTED ON A PARTICULAR TOPIC? SUBMIT IT TO US.


Share this event on Twitter or LinkedIn:

>> Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience http://bit.ly/2cwkYTY<<

44 Replies
StephanieP1
2 Iron

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Check out a preview of the new look and some of the new features coming to Online Support and MyService360!

Sneak Peek: Online Support & Myservice360 September Release

  teaser_image.png

0 Kudos
RobertoAraujo1
3 Argentium

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Greetings! This discussion is officially open. Your questions, feedback and comments are welcome

Moderator
Moderator

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Hi there ..

Can you please tell me how to add( or increase)   MySite I can manage ?

0 Kudos
TimH2
2 Iron

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Liking the black!~

brettesinclair
3 Silver

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Liking this and the improvements.

Is there going to be some sort of port to a mobile app ? The current app is unusable.

0 Kudos
StephanieP1
2 Iron

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Hi Brett@S,

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.

Thanks,

Stephanie

contila
1 Copper

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Hi Ayas,

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:

Pic 1.png

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. 

Thanks,

Lauren

0 Kudos
Highlighted
dynamox
6 Gallium

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Can someone from EMC talk about the upgrade this past weekend ? 

  1. Called 1800 last night to get status on Sev1 ticket,  CSR has no clue how to access new SR numbers. Insisted that i give him the Oracle SR number. What !?!
  2. SR submitted as Sev1 supposed to page on-call SAM, never happened.
  3. Sev1 submitted last night went into oblivion, don't see it from the "Manage Service Requests" tickets portal. My360 portal is happy to report that i have no open SR.
  4. How do get to see all cases (including call-home) ?
  5. SR notification are not working. Sev1 ticket that was submitted last night never email notification of being opened, technician updates.
StephanieP1
2 Iron

Re: Ask the Expert: Easy Ways to Streamline Your EMC Online Support & MyService360 Experience

Please Note: Online Support (support.EMC.com) is currently experiencing intermittent issues with the following functionality:

  • Service Request Notifications
  • Live Chat

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.

0 Kudos