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SupportAssist for Business PCs Administrator Guide

Connect and manage roles in TechDirect

TechDirect enables organizations to designate administrators and add technicians under that administrator account.

To add a company administrator, go to Utilities > Administrator Control Panel, Company administrators, and click ADD COMPANY ADMINISTRATOR. Select the user from the list, click NEXT, review the selections, and click SUBMIT. A message is displayed after the company administrator is successfully added.

To add a technician, go to Utilities > Administrator Control Panel > Technicians, and click ADD TECHNICIAN. Enter the technician information, review the entries, and click SUBMIT. A message is displayed after the technician is successfully added.

The following table summarizes the SupportAssist capabilities available for different Connect and manage roles in TechDirect:

Table 1. SupportAssist capabilities and roles in TechDirect The following table summarizes the SupportAssist capabilities available for different roles in TechDirect.
Capability Description TechDirect navigation Connect and manage administrator Connect and manage technician
Overview View a summary of various details about your PC fleet. Connect and manage > Manage PC fleet > Connect and manage PCs > Overview Supported Supported
Set up and connect Configure and download SupportAssist to centrally manage and monitor your Dell PCs. Connect and manage > Manage PC fleet > Connect and manage PCs > Set up and connect Supported Requires permissions from the Connect and manage administrator.
PCs and groups View the PC fleet inventory, fleet performance, and utilization. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs Supported Supported
Supported Requires permissions from the Connect and manage administrator.
Recommendations Multiple PCs—view recommendations for your PC fleet and remotely optimize them. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Recommendations Supported Requires permissions from the Connect and manage administrator.
Single PC—view recommendations for a single PC and remotely optimize the PC. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs Supported Requires permissions from the Connect and manage administrator.
System restore—remotely initiate a system restore to rollback driver updates on a single PC. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs Supported Requires permissions from the Connect and manage administrator.
Update catalogs Create, edit, and deploy custom catalogs to update your fleet of PCs Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Update catalogs Supported Requires permissions from the Connect and manage administrator.
Alerts Manage SupportAssist alerts. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Alerts Supported Requires permissions from the Connect and manage administrator.
Remediation rules Manage remediation rules to identify and remediate issues with your PC fleet. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Remediation rules Supported Requires permissions from the Connect and manage administrator.
Application experience View application experience data for a single PC and for your PC fleet. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Applications Supported Requires permissions from the Connect and manage administrator.
Health View health data for a single PC and for your PC fleet. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs > Inventory Supported Requires permissions from the Connect and manage administrator.
Security Security health—track and manage the security of a single PC and your PC fleet. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Security Supported Requires permissions from the Connect and manage administrator.
Component verification—view information about the components inside your PC against the factory configuration. Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > PCs Supported Requires permissions from the Connect and manage administrator.
Settings
  • Set an inventory identifier to identify PCs associated with your PC fleet.
  • Enable remote support.
  • Set alert rules.
  • Set PC update source.
  • Integrate alerts with ServiceNow.
  • View and modify Connect and manage technician roles and permissions.
Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Settings Supported Not supported
Summary Performance indicators (KPIs)—view an overview of KPIs to help determine the PC fleet behavior. Connect and manage > Manage PC fleet > Connect and manage PCs > Summary > Performance indicators (KPIs) Supported Requires permissions from the Connect and manage administrator.
Audit trail—view a record of activities performed by the Connect and manage administrator and Connect and manage technician. Connect and manage > Manage PC fleet > Connect and manage PCs > Summary > Audit trail Supported Requires permissions from the Connect and manage administrator.

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