RobertoAraujo1
3 Cadmium

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

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SolVe Desktop Information and Details

The SolVe Generator Desktop is now available to EMC Isilon customers

How can I get Solve Desktop?

SolVeDesktopLogo.png

Welcome to this EMC Support Community Ask the Expert conversation. During this event we will be covering the SolVe Desktop, that is used by EMC Internal, Partners and Customers to generate a step-by-step procedure (textual or video) guiding users as they apply changes to a customer’s environment ensuring success during every engagement. Among the many areas we'll be discussing, our experts will answer your questions in regards to best practices, procedure types and all available knowledge content.

This discussion takes place from Sept. 6th - 23th. 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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Brian Kane

Sr. Manager GS Knowledge Management

Brian has been working for EMC since 2000, prior to this he has spent 14 years at IBM. His primary focus has been on customer support, project management while providing knowledge to customers emphasizing successful engagements.

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Kirsty Allen

Sr. Program Manager

Kirsty has been with EMC for 16+ years and during her tenure she's held multiple positions. Her career has been focused around supporting customers. She's worked in Licensing, software, Return Materials and now the SolVe Team. Kirsty enjoys Customer Service and love being in this industry!

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Principal Technical Program Manager

Bruce has been with EMC for 18 years. First 7 years was spent as a Customer Engineer installing, upgrading and fixing customer environments. For the past 11 years Bruce's primary focus has been on supporting applications that focus on successful implementations at customer sites whether EMC delivered or customer implemented.

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Technical Program Manager

Carrie started EMC back in 1999 after leaving The Paul Revere Insurance Group of 11 years where I advanced in Payroll & Field Financial Services. Here at EMC for 16+ years she has occupied many positions within the Customer Service/Global Services organizations relating to the Change Control process, now SolVe Engine, however always focused on Customer Service, Support and the Sharing of Knowledge.

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Application Developer

David is a high tech veteran, a warrior of the industry since before PCs were born. He's been a System Admin, Tech Support person, coder (bug fixer), and Technical Writer.

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Consultant Developer

Mark is currently responsible for SolVe Desktop application design and development, a platform supporting customers, partners and employees with targeted product knowledge delivered on demand. Other roles over the last 15 years at EMC include remote solution support (open systems) and knowledge centered support.


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10 Replies
RobertoAraujo1
3 Cadmium

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

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

briankane
1 Copper

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

Thank you Roberto, we are eager to begin the session

RobertoAraujo1
3 Cadmium

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

Hi experts, could you please share some of the most exciting benefits and recent updates with SolVe?

0 Kudos
JImMullins
1 Copper

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

Hi Brian and team, thank you for running this event. My question is, are there plans to add more products to Solve? If so, will they be available to our customers and partners?

allenk1
1 Copper

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

Hi Jim,
Yes, There are currently (2) products under development scheduled to be released in Early Q4 (ScaleIO Ready Node, CloudBoost).

The SPL and PST determine user level access within each Generator.  Access levels for these (2), will be decided prior to their Release.
Thank you!

0 Kudos

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

Hi All,

Like this product and find it very useful.

Is XtremIO on the radar ?

Would be great to be able to embed credentials in the app for auto-reauth to save having to download and apply the kcf file.

--Brett Sinclair
@Pragmatic_IO

0 Kudos
briankane
1 Copper

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

Hello Brett,

Yes XIO is currently being reviewed to be made available to our customers, we hope to provide this access very soon.

Thank You

0 Kudos
Highlighted
MarkF4
2 Bronze

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

Hi Brett

That's a great idea. There are some technical hurdles that would need to be cleared first, primarily that the (re)authentication is performed within a browser window and does not presently support non-browser authentication. Let me do some investigation and report back in a fortnight.

Thanks

Mark

0 Kudos
MarkF4
2 Bronze

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

Hi Brett

Apologies for the delay.

The systems involved in SolVe Desktop don't support non-interactive authentication. However, such functionality is a goal for our future applications.

Thank you for your feedback.

Mark