3/1/2024 0 Comments Emc support casePlease let us know if you have any follow up questions!Ġ1. We have responded to your questions below. Thank you for taking the time to submit questions to our team. If it does not, please reply to this post to let me know if you have further questions. Once you're viewing the Service Request, you can select a new contact to assign from the 'Contact' drop down, as shown in the screen shot below (note: only contacts who are authorized contacts of the customer site will appear in the drop-down).Open the Service Request that you wish to reassign to another contact by clicking on the SR Number in the list view.You'll be taken to the "My Service Requests" list view by default.Go to Service Center > Manage Service Requests (use the sub-nav menu at the top of the page).If a customer wants an EMC Tech Support Engineer to contact one of their colleagues as their back-up (e.g., in the event they are out of the office), they have the ability to reassign their service request(s) to another contact by following these steps:.When a Service Request is opened in Online Support, the customer who opens the Service Request is listed as the contact on the Service Request.EMC Technical Support Engineers would see this alternative contact information in the notes when reviewing the Service Request. Once a customer submits a service request, any alternate email address or phone number information that was populated in the Create SR form,is appended to the note on the Service Request.Before a customer submits a service request, they have the option to modify the alternate contact information for that particular service request (or leave it as is).When a customer open a Service Request in Online Support, any alternate contact phone number or email address that a customer has assigned via their Online Support Preferences>My Settings will be displayed in the Create Service Request form.So, I'll attempt to respond to your question from both angles I'm not clear on whether you're referring to "alternate contact" as another person who would be a back-up contact within the customer's company that EMC could contact, or if you're referring to alternate contact information (e.g., phone# or email address) for the contact on the SR. > Join our Ask the Expert: Maximize the Benefits of Your EMC Online Support Experience – Tools, Tips and Tricks #EMCATE << Get ready by bookmarking this page or signing up for e-mail notifications. This discussion takes place from August 31th - September 25th. Suzanne has been with EMC for over 15 years. He has been the Publishing Manager for EMC Online Support Content for almost 5 years. He is our EMC Online Support Service Center expert.ĭonny specializes Project and Content Management. His primary focus is working with customers to identify ways we can improve EMC's online experience, then translating the feedback into a solution that meets their needs.īrant has 14 years professional experience in Project/Program Management and/or Call Center Management in the Insurance and Technology industries. Ryan was born and raised in central Massachusetts, and has been with EMC for 5+ years. Principal Program Manager - EMC Customer Service Our experts will answer your questions regarding site administration, product registration, service request management, and much more! Our experts will also provide guidance on how to stay informed about new and improved capabilities as they are introduced. Improve your customer service experience.On this occasion we will be discussing how to leverage available EMC Online Support features, tools, and resources to help you: Welcome to the EMC Support Community Ask the Expert Conversation. YOU MAY ALSO BE INTERESTED ON THESE ATE EVENTS.Īsk the Expert: Upgrade your Mobile Support Experience - EMC MOBILE 3.2Īsk the Expert: Best Practices for the z/OS Migrator Tool
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