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Dell Connect

200 points posted to Software by dford 05/05/07 **REVIEWED**

Before customers utilize the Dell Connect utility technicians are required to have them navigate through support.dell.com and read the terms and conditions before assistance is rendered. An considerable inconvenience for clients that previously utilized Dell Connect is the requirement to have them navigate back to support.dell.com and read over the teams and conditions for usage for this utile. A possible solution is have the terms and agreements embedded into the Dell Connect software making it mandatory for clients to read terms and conditions of product usage before allowing a technician the ability to remotely access to a system and perform technical assistance. Also having something to the extent of a utility update which can send out update policies and GUI designs.


We currently have options for our agents that help them guide customers to a faster connection and quicker issue resolution, and we continue to investigate other alternatives to optimize the overall process.




andrea_l
Apr 25		 Thanks for the feedback. We’ve provided “short cut” options for our agents to help them guide customers to a faster connection and quicker issue resolution. Thanks for the idea and we’ll continue to investigate other alternatives to optimizing the overall process.
kara_k
Apr 25		 Changed status to **REVIEWED**.
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