SupportAssist for Business PCs with Windows OS Frequently Asked Questions

Manage alerts

• What is the meaning of proactive and predictive issue detections?
  • Proactive issue detection and resolution help in automated hardware failures detection, case creation, and support.
  • Predictive issue detection and resolution help reduce disruptions before the occurrence of hardware failures.

• How are dispatch alerts handled when an alert is generated by SupportAssist?

  If autoforward is enabled or if you have reviewed and manually forwarded the alerts to Dell Technologies, then the dispatch request is processed as per Dell Business policy. The replacement part is shipped to the shipping address that you provided on the Connect and Manage PCs > Set up and connect > Configure page.

• Can SupportAssist be integrated with external helpdesk management solutions?

  Yes, you can integrate SupportAssist alerts with your ServiceNow solution. Integration with ServiceNow enables automatic creation of an incident in ServiceNow for your SupportAssist alerts. See the Integrating SupportAssist alerts with external solutions section SupportAssist for Business PCs with Windows OS Administrator Guide available on the SupportAssist for Business PCs Documentation page.