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    Q144

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    The document provides information about on-site diagnostic services for Dell equipment. It describes what an on-site diagnostic service call includes, such as hardware diagnosis using Dell tools, contacting Dell support, and extracting log files. It also provides responses to questions about on-site diagnostic services and issues that may come up during a service call.

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    © All Rights Reserved
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    Q144

    Uploaded by

    hous
    11 views8 pages
    The document provides information about on-site diagnostic services for Dell equipment. It describes what an on-site diagnostic service call includes, such as hardware diagnosis using Dell tools, contacting Dell support, and extracting log files. It also provides responses to questions about on-site diagnostic services and issues that may come up during a service call.

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    The document provides information about on-site diagnostic services for Dell equipment. It describes what an on-site diagnostic service call includes, such as hardware diagnosis using Dell tools, contacting Dell support, and extracting log files. It also provides responses to questions about on-site diagnostic services and issues that may come up during a service call.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    11 views8 pages

    Q144

    Uploaded by

    hous
    The document provides information about on-site diagnostic services for Dell equipment. It describes what an on-site diagnostic service call includes, such as hardware diagnosis using Dell tools, contacting Dell support, and extracting log files. It also provides responses to questions about on-site diagnostic services and issues that may come up during a service call.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 8

    xfsdJHKJHJKHXbbbnnngggrrreeeuuuuu

    hgfjj

    KEY ASPECT OF ESD

    1- DO NOT PLACE PARTS ON TOP O


    2- DO NOT PLACE PARTS ON TOP OF INSULATORS
    3- NEVER STACK PARTS ON TOP OF EACH OTHER
    4- ------------------------------------------------------------------------------------------------------------

    Q11 UNPLUG SYSTEM AND BEFORE REMOVE COMPONENTS RIGHT


    TO ALLOW THE CHARGE TO DRAIN FROM CIRCUITS

    Q12 WHAT IS PURPOSE OF CIDAR RIGHT


    DETECT AND PROCESS OF DAMAGE CASES

    Q13
    ONSITE DISAGNOSTIC SERVICE CALL OSD PROVIDES

    HARDWARE DIAGNOSIS AND PROVIDES TO DELL WHEN NEEDED


    EXTRACTING LOG FILES
    CONTACTING DELL COPILOT SUPPORT WHEN NECESSARY DURING OF COURSE OF
    TROUBLSHOOTING

     Hardware diagnosis using supported Dell diagnostic tools


     Contacting Dell Technical Support or Dell Copilot Support when necessary during the course of
    troubleshooting
     Extracting log files and providing to Dell when needed by Dell Support

    Q14
    DOA AND IN THE SECOND ATTEMPT
    DIRECT TO DELL SUPPORT AND THEY WILL SOLVE THE ISSUE

    POTENTIALLLLY DETECT POTENTIALLY HARDWARE

     I am sorry that your system is still not operational.


     Unfortunately I cannot personally provide a system replacement, but I will speak to the Dell
    Service desk and explain to them the current situation. They will do their best to resolve your
    issue quickly and efficiently and ensure that you are satisfied.
     Alternatively, I could attempt to repair your faulty machine and have it up and running again
    without delay.

    Q15 SUPPORTASSIST CAN


    SEND EMAIL NOTIFICATION
    SECURE COLLECT INFO FOR TROUBLESHOOTING ANALYSIS

     It receives alerts whenever a hardware event occurs on any monitored device.


     These alerts are filtered to only those that qualify for a support case.
     They are securely sent to the SupportAssist server hosted by Dell.
     After the support case is created or updated, SupportAssist securely collects system information
    from the device.
     Dell Technical Support uses this data to troubleshoot the issue and provide a solution.

    Q16 TYPES OF SCHEDULING ERRORS

    1- Incorrect contact information in the dispatch notes


    2- External factors
    3- Delay in dispatch of service for Break-Fix call
    4- ------------------------------------------------------------------------------------------------------------------------
    Q2 MARK AND LARRY DOA
    SHOW EMPATHY BY HEARING HER OUT RIGHT

    Q3 DISCONNECT A CABLE
    PULL ON ITS CONNECTOR OR ITS PULL TAB RIGHT

    Q4 NECESSARY CALL BACK OFFICE DISPATCH/TECH


    THE INSTALLATION CAN NOT BE COMPLETED MISSING PART DUE TO MISSING ,WRONG OR
    DAMAGEED PART OR HARDWARE

    Q5 ACQUISITION MADE BY DELL


    ALL WITHOUT APPLE LENNOVO RIGHT

    Q6 MAIN COMPONENTS OF FIELD SERVICE KIT

    Each Field Service kit comes with three main components: RIGHT

     Anti-Static mat
     Wrist strap
     Bonding wire
    Q 7 ANTENNA CONNECTION IOT GATEWAY & EMBEDED

    Open ended wrench or pliers-5.5, 8, 10, 12 mm


    Can be used for removal of antenna connectors on IOT Gateway and Embedded Computers. 5.5
    mm is used for paper alignment adjustment on printers.

    Q8 ACCIDENTAL DAMAGE CALL TYPE RIGHT

    REPORT CID TO DELL TS

    Basic CIDAR instructions


     Code CDN/CDR every time CID is detected.
     Call/report CID to Dell if not sure about Complete Care / Accidental Damage call type

    Q9 TURN OFF WINDOWS


    CLOSE ALL OPEN FILES AND EXIT ALL OPEN PROGRAM RIGHT

    Q17 WHEN SETTING CUSTOMER EXPECTATIONS WHAT CAN TWO KEY UNDERSTANDING THEY
    MUST HAVE

    1- THAT YIOU WILL COLLABORATE WITH DELL TECHNICAL SUPPORT TO TROUBLESHOOT


    2- IF POSSIBLE YOU MAY USE DELL DIAGNOSTIC THAT REQUIRE A USB KEY
     ------------------------------------------------------------------------------------------------------------------------------

    Q18 ANY INSTALLATION OF BREAK-FIX PROCEDURES INVOLVING ASSEMBLY OR REASSEMBLY

    CHOOSE ALL ANSWERS 5 ANSWERS

    Q 19 TWO TYPES OF ESD DAMAGE

    LATENT DEFECT

    CATASTROPHIC FAILURE

    Q20 SUPPORT LIVE IMAGE

    DIAG TOOLS FOR SERVER AND STORAGE

    IS EXECUTED FROM A USB KEY

    IS A SELF-CONTAINED OPSYS THAT CAN EXANERATE THE HARDWARE


    Q 21 CHOOSE DIFFERENT WAYS TO PREVENT STATIC DAMAGE

    HANDLLE ALL STATIC SENSETIVE IN A STATIC SAFE AREA

    BEFORE TRANSPORTING A STATIC SENSITIVE COMPONENTS PLACE IT ON ANTISTATIC CONTAINER OR


    PACKAGING

    USE A WIRED ESD WIRST STRAP THAT IS PROPERLY GROUNDED

    Q22 WHICH LEVEL IS RECOMMENDED FOR SMALL SQUARE AND HEX NUTS

    11. Adjustable wrench 4"(10 cm)


    Used for small square and hex nuts.

    Q 23 DOA POLICY COMPLIANCE CRITERIA

    CHOOSE ALL OPTION

    Q24 ESD WIRST STRAP AND BONDING WIRE BE TESTED

    ONE WEEK AT A MINIMUM

    Q25 iotS CIR CLIPS AND ROLL PIES IN TIGHT PLACES

    HEMOSTATS

    Q26 INSULATOR SHOULD BE PLACED AWAY FROM THE WORK AREA PRIOR TO OPENING THE

    All insulators should be removed from the work area or placed 12 inches (30cm) away at a
    minimum whenever possible. Single Response: What is the minimum distance that insulators
    should be placed away from the work area prior to opening the system?

    12 inches (30cm
    Q27 BONDING

    BONDING IS A METHOD FOR CONNECTING 2 OR MORE GROUNDING CONNECTORS TO THE SAME


    ELECTRICAL POTENTIAL

    Bonding is a method for connecting two or more grounding conductors to the same electrical potential

    Q28 PRIOR TO INSTALLING SUPPORTASSIST FOR SERVER

    GET CUSTOMER OR DELL DELL TECHNICAL SUPPORT PERMISSION

    1 As when installing anything on a customer’s system, the SupportAssist application must be installed
    and configured either,
    •by the customer;
    •or, by you with permission from the customer;
    •or, by you under direction of technical support.
    ---------------------------------------------------------------------------------------------------------------------------------

    Q29 INSTALLATION / SERVICE CALLS PROCESS

    CHOOSE ALL 4 OPTIONS

     Reading and understanding the notes


     Contact the customer and schedule an appointment
     Set customer expectations
     Prepare for the service visit
     Dress appropriately

    ------------------------------------------------------------------------------------------------------------------------------------------
    Q30 IDENTIFY THE REQUIRED SKILLS TO PROVIDE BETTER CUSTOMER SUPPORT
    Better Customer Support

    Whether you are currently taking Installations/Service Call for Dell, or are new to the process, there are
    ways to leave the customer with a positive feeling.

    Click on each tab for more information

     Positive Attitude
     Be Vigilant
     Decisiveness
     Empathy
     Communication skills

    NO SYMPATHY

    OSD Overview

    What is Dell On-site Diagnosis Service?


    The Dell On-site Diagnosis Service offering is a warranty entitlement that a Dell customer purchases for
    a Dell system. This service enables a customer to request that Dell send an authorized service provider
    to perform hardware troubleshooting for the covered device.

    What's Covered?
    An On-site Diagnostic service call provides the following service:

     Hardware diagnosis using supported Dell diagnostic tools


     Contacting Dell Technical Support or Dell Copilot Support when necessary during the course of
    troubleshooting
     Extracting log files and providing to Dell when needed by Dell Support

     If incorrect contact information, contact your back office or Dell for guidance
     If you have waited for 20 minutes, and the customer is not available, call your back office and
    inform them that you have been waiting for the customer.

     If you face a problem with the system or components, call, back office or Dell for assistance.
    What if you test the system and find there is a technical issue related to hardware? You should
    always call Tech Support for instructions and guidance on how to proceed further.
    - Contact your back office and keep them updated on that status, quoting the name of the tech
    support agent they spoke to.
    Report a heat check result, if negative inform DSP back office immediately.

    In case of incorrect contact information, your best option is to call your back office for assistance and
    inform them that the customer cannot be contacted on the numbers in the dispatch The back office will
    contact Dell to obtain alternate contact numbers or let you know what you should do in this situation.

    The back office will contact Dell to obtain alternate contact numbers or let you know what you should
    do in this situation.
    In such a situation, Back Office should contact the customer as soon as possible to notify about the delay
    looping the Service Engineer and try to complete the service call at the customer’s earliest convenience

    If during an installation, you anticipate a risk of possible delay for the next visit, inform
    to DSP back office promptly and they can call the customer

    Provide an estimate of when the onsite service will be provided, based on established

    Dell’s Break-Fix Service


    The first phase in the Dell Service call is Call Acknowledgement. In this phase, a dispatch is created by a
    Dell technician for onsite service and a notification is sent to you electronically. The notification contains
    the relevant information that would help you to contact the customer and service the system as per the
    service agreement.

     Inform the customer that, all customers with good or bad experience might receive a survey for
    the Onsite Service

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