RobertoAraujo1
4 Tellurium

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

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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:


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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.

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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.

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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.

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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.


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44 Replies
StephanieP1
3 Argentum

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
TimH
3 Argentum

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

Liking the black!~

Senior Engineer | Midrange Storage Support
Dell Technologies | ISG Support Services
RobertoAraujo1
4 Tellurium

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

ayas
MOD
MOD

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
Anonymous
Not applicable

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
dynamox
7 Thorium

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
3 Argentum

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

Hi Dynamox,

I understand that our Customer Service team has reached out to you directly to discuss the issues you have been experiencing. Please do let us know if we can be of further assistance.

We appreciate your feedback and thank you for your continued patience.

-Stephanie

0 Kudos
dynamox
7 Thorium

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

Stephanie,

yes i am now able to get to my tickets. Who's bright idea it was to set default filter in MySupport360 to "TLA Flag" and "Install Base Status" ? Unless i clear those filters i can't see my tickets. How do i make it stick, right now i have to clear these filters every time i go to MySupport360.

I also don't care about the map, i need to be able to persist my view to "Grid". How do i do that ?

Honestly all this pretty "fluff" is getting in the way of main purpose of the tool, that is to interact with support organization. Analytics and reporting should be moved out of the way, it feels like you are forcing it down our throats right now and we have to find work around just to get our tasks done.

Brian_Coulombe_
3 Argentum

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

Ditto, Dynamox!  Cannot stand the new format and finding my tickets are a pain.

Then again, maybe I am old school and I dislike changes like this.