DTC Software Training Deck

7/18/2019 DTC Software Training Deck

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Dell Tech ConciergeSoftware Training Deck



Agenda1. What is DTC software?

2. Agent signup process on HFN portal3. How to generate “unique” URL for DTC customers?

4. How to download the software?

5. Installation process

6. How to confirm the installation of HFN software?

7. How to run the software?

8. Explanation all tabs / functions

9. How to uninstall?10. FAQ



Using Technology to deliver Preventive Maintenan

Break Fix(front office team)

Preventive Maintenan( Scheduled )

Data Backup & Restoration Proactive Monitoring(back office team)

DTC Software

Minimum System Requirements

333 MHz Pentium-class CPU or greater

512 MB of RAM 30 MB of free disk space

Compatible w



Agent signup process

Step 1: Go to http://dtcprov.hfn-inc.com/dtcAgent/login.php

Step 2: Click on signupStep 3 :Complete the “onetime “ signup process

Step 4 :Site admins need to approve signup request ( admin list on next slide )

1 2

All f

http://dtcprov.hfn-inc.com/dtcAgent/login.php







Need access? Contact your site adminSite Name Admin Name(s) Admin e

Stream ManilaAlex Santiago [email protected]

Krisine Ann [email protected]

Stream CanadaMohammad Farooqui [email protected]

Martin Champagne [email protected]

MohaliRohit / [email protected]

Gundeep [email protected]

GurgaonAbhay Kapoor / [email protected]

Chandresh Pande [email protected]

SITEL ChennaiKaiash V [email protected]

Kailesh J [email protected]

SITEL MumbaiDevanshu Swadia [email protected]

Moiz Siddique [email protected]

Sutherland ChennaiVarun S. [email protected]

Jagan P [email protected]

Sutherland Mumbai

Sushil Nair [email protected]

Anand Ramachandra Anand.Ramachandran@SutherlandGlo

ManilaJesus De / [email protected]

Mark Ganter [email protected]

Hyderabad Leslie Lloyd [email protected]

Bangalore

Naveen Kumar [email protected]

Soma Chandrashekar [email protected]

Spandan Jana [email protected]

Tarun Murthy [email protected]

Costa Rica - AW Ramos / Erick / Jafet

[email protected]

[email protected] [email protected]

http://localhost/var/www/apps/conversion/tmp/scratch_4/w





mailto:[email protected]

















































How to generate a download URL for a new / existing DTC cus

Step 1: Go to http://dtcprov.hfn-inc.com/dtcAgent/login.php

Step 2: Login using your phone id and password

Step 3: Fill in all the required details in the form

*All fields are required

Ch

fo

Gives an agent a summaryof how many downloads &

installations done for a date

range







Click on DTC Customer

By clicking

customer, th

provisionin

shows up w

same fea

Pick the

right SKU

URL valid for “ ONE

TIME USE “



Click on Radialpoint transition

By clicki

RadialPoint t

the reg

provisionin

shows up w

same feat

radialpoint c



Installation process

Step 1: Click on the URL generated as per previous slide to start installation

Customer needs to accept EULA

1 2



Installation process contd …. • Setu

size

• Insta

take

1

2

3



How to confirm / check installation?

Step 1: DTC software creates an icon on the desktop & system tray .

Step 2: Also listed in all programs & add remove programs

Desktop Icon System tray All Programs A

12

3



After completion of installation. As the first always close the tool and re-launch it befor

performing any steps / fixes



How to provision backup software

Step 1: Click on the “Backup Service not installed “ hyperlink

1



How to provision backup software…contd

By Clicking on “Hide Warning” , the status message changes on the home screen

Backup software is a 60 MB file. It may take 8 – 10 min to download and install.




By Clicking on “Install” , the software install begins

Backup software is a 60 MB file. It may take 8 – 10 min to download and install.



Installing Backup Software

1.

2.

3.




Message changes to installed




Message changes to “Backup service setup required”




Customer needs to enter the “ Same “ email id they gave us to create the DTC account in the download

3

Note : By default, the desktop, my documents, and pictures folders for all users are selected and online backup starts imm

can change the selected folders by clicking on settings.



DTC software “no issues” home screen



DTC software “ issues reported ” home • Display

reporte

• ClickingIssue” i

necessa

“ Live Help

to Back-O

queue ( 24

Preventive

Name

IE Browser

Optimization

Clean folders

Disk Defrag

Create systemrestore point

change schedu



DTC software “toolbox screen “ Ru

Ta

Cl

“ sp



DTC software “toolbox screen “

• Clicking on any

will launch the dprocess

• Below message

Click “OK” to pro



DTC software “ toolkit screen “ (advance

• Adva

tools

perfo

trou

Use

Pas

• DO N

NAME

CUSTuse



DTC software “ toolkit screen “ (advance

1

DTC ft “ t lkit “ ( d



DTC software “ toolkit screen “ (advancetune up tile)

1



System info screen

1



Settings screen

1 2



DTC software “ service log “ screen

• Th

ppe

so

• W

re

o

• D

w



DTC Software uninstallation process• DTC software can be uninstalled from add or remove programs

• L2

p

D• If

un

te

it

af

is

1

2

S it S ft



Security Software

Check for existingAntivirus program

installed on

customers system

AV

program

installed?

Ensure u

are turn

Position AV

program as

upsell

Recommend

freeware's

available

Yes

No

Note: Dell agents may only recommend freewares, but not accept any 3rd party EULA on cus



Training URL

http://dtcprov.hfn-inc.com/dtcTraining/login.php







FAQ’s Q) What if I'm unable to signup on the agent portal?

A: Please contact your site admin ( see grid )

Q) What if I forget my password?

A: Password can be reset by clicking on reset password icon. The password will be emailed to you

Q) If I'm unable to login, can I use my colleagues login credential?

A: No, this is against Dell’s policy. For access contact your site admin / L2

Q) Is it necessary to install the DTC software for all DTC sales made?

A: Yes, it is mandatory to install the software

Q) What if the issue is unresolved ( OSRI / ownership / dispatch ) and I'm unable to install the software?

A: In case of any technical / ownership issues, which prevents you from installing the software, please take ownership and install the

software after the system is fixed

Q) Is the generated DTC software URL unique to each customer?

A: Yes, the URL is unique to each order. It can be used based on entitlement ( 1PC, 3PC , 5 PC)

Q) What if the customer cancels the contract, should I uninstall the software?

A: It is not required to uninstall the software. The admin team will uninstall, after the cancellation is processed

Q) If customer requests to change scheduled callbacks or scheduled maintenance whom should I contact?

A: For such issues, please email [email protected] with details of the change requested ( mention order number, service tag

& phone number in your email )

Q) Will the unique download link be automatically emailed to the customer?

A: Yes, after you install the software all DTC customers will receive their unique download link within 30min hrs of purchasing the

service

Q) Should I inform the customer about the welcome call?

A: Yes, inform the customer that they will receive a welcome call between 15 – 21 days of purchasing the service

Q) Can the software be installed on non Dell PC’s?

A: Yes, the software can be installed on any brand of PC’s running Windows operating system

Q) What if the customer purchases a multiple PC plan, should I help the customer install the software on multiple systems?

A: It is recommended you install the software on multiple PC’s but if customer does not have access / time, inform them about the

welcome email with the download link

Q) Whom should I report tool related issues to?

A: Pls report tool related issues to your site admin ( see grid )

Q) What if the system is heavily infected or without internet access and I’m unable to download the DTC software?

A: Fix the issue first, and then download the software.



Backup

Product Activation



DTC software “ toolkit screen “ (advanced Browse



DTC software toolkit screen (advanced BrowseOptimization tile)

DTC software “ toolkit screen “ (advanced Hardwa



(Diagnostics tile)

DTC software “ toolkit screen “ (advanced Window



(Tweaks tile)

DTC software “ toolkit screen “ (advanced IE Twea



Tweaks tile)




System Tools tile)

Firewall Exceptions for DTC software



There are a few HFN files for which

firewall exceptions should be given to 3rd

part Anti virus/Internet Security

programs and they are:

cust.exe

capp.exe

srvc.exe

srtct.exe

Navigate to the firewall settings and

add the above mentioned files to the

trusted list with full rights.

Details of DTC software



Break Fix Preventive Maintenance ( Sch

Data Backup & Restoration Proactive Monitoring

DTCSoftware

• Scheduled data backup using Rebit

software

Remote monitoring & fixes for• BSOD

• Virus• Browser issues

• Printer

• Application crashes

• Windows errors

• Start up management

Proactive Monitoring done by back offi

• Virus scan & fix

• Browser optimization

• Disk defragmentation

• Fix Outlook issues

• Enable firewall• Windows update

• Create system restore point

• Tune ups

• Internet connectivity fix

• Virus / spyware / malware removal

• Hardware diagnostics – PC Dr

• 24x7 integrated Chat support

• MS fix-it

• Tune ups

• Deep clean

• Internet connectivity fixes

DTC Software Training Deck

Documents

Transcript of DTC Software Training Deck