Vous êtes sur la page 1sur 8

xfsdJHKJHJKHXbbbnnngggrrreeeuuuuuueee

hgfjj

KEY ASPECT OF ESD PACKAGING

1- DO NOT PLACE PARTS ON TOP OF ESD BAY


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