Schedule and manage on-site services

MyService360 enables you to schedule and track these services across your environment. Some service requests can be resolved by replacing a part that is known as Customer Replaceable Unit (CRU) by yourself. But some service requests can be resolved only by a Dell Technologies on-site technician. 

Depending on the issue type and the product service contract, you can schedule an on-site service from one of the following tabs in MyService360.  

• SUMMARY  
• INCIDENT MANAGEMENT

Here are some resources on Accessing MyService360 for the first time, How to confirm site access for your service appointment, Contact technical support and account teams from MyService360, and How to Schedule a Service Appointment Online.

To schedule an on-site service from the SUMMARY tab, perform the following: 

1. Click the Unscheduled tab.     
   NOTE: The Unscheduled tab is disabled if there are no unscheduled services for your products.   
2. On the left pane, click the required service request, and then click the Schedule this activity link.  The details of the service request are displayed. 
3. Schedule the activity using the Chat, E-mail, or Call options. 

Figure 1 Scheduling an on-site service from the SUMMARY tab 

To schedule an on-site service from the INCIDENT MANAGEMENT tab, perform the following: 

In the left-hand pane, click the On-Site Services tab, and then click Schedule. 

Figure 2 On-Site Services tab 

In the Unscheduled tab in the On-Site Services window, click Chat, E-mail, or Call to contact Dell Technologies technical support and schedule a service. 

Figure 3 Unscheduled tab – On-Site Services window 

After an onsite service is scheduled, the service request is displayed in the Scheduled tab.  

By default, a timeline view of the services that are scheduled for the current day is displayed. You can click a specific service to view more information about the service request. 

Figure 4 Scheduled tab – Timeline view 

To view the services scheduled for the next 30 days, click Next 30 Days. You can also use the date selector to view the services scheduled for a custom date range. 

Figure 5 Scheduled tab – 30-day calendar view 

You can click List to view the scheduled services for the next 30 days as a list. Along with the details of the service request, the following are also displayed: 

• Photograph of the Dell Technologies field technician scheduled to visit your site 
• Name of the technician 
• Email address of the technician 

Figure 6 Scheduled tab – List view 

When the on-site technician is working on a service request, the status is updated in near real time in MyService360. You can view the number of service requests in each stage, such as, Assigned, Work Started, or Work Completed until they are closed. 

Figure 7 Assigned tab 

For a quick demonstration about scheduling and managing on-site services, go to the MyService360 Knowledge Center.