Deployment Guide

Introduction

SupportAssist is a proactive and predictive technology that provides automated technical support for your Dell systems.

When deployed, SupportAssist monitors each system and proactively detects hardware issues. Depending on your service plan,

when an issue is detected, SupportAssist automatically opens a support case with technical support and sends you an email

notification. For information about the SupportAssist capabilities for different service plans, see SupportAssist capabilities and

Dell service plans on page 5.

SupportAssist collects and sends the required system information securely to Dell technical support. This data is used by Dell

technical support to troubleshoot and provide a solution to the issue. For information about the data that is collected by

SupportAssist, see Data collected by SupportAssist on page 21.

If your organization uses ServiceNow for IT and Helpdesk management, and if you have enabled ServiceNow integration,

SupportAssist alerts are also sent to the IT administrator.

Topics:

• Release version

•

Audience

• Document purpose

• TechDirect overview

• SupportAssist in TechDirect

• SupportAssist capabilities and Dell service plans

• Supported systems

• Network requirements

• Additional resources

Release version

● SupportAssist for business PCs on Latitude Chromebook version 1.4

● Google Chrome OS version 84

NOTE:

SupportAssist for business PCs on Latitude Chromebook version 1.4 is supported only on Google Chrome OS version

84 and later.

Audience

The information in this deployment guide is intended for administrators who manage SupportAssist for business PCs on systems

running the Google Chrome operating system.

Document purpose

This document provides information about configuring and deploying SupportAssist on business PCs running the Google Chrome

operating system. Also, you can find information about managing your assets and SupportAssist alerts through TechDirect.

TechDirect overview

TechDirect is an online portal that enables you to manage assets and SupportAssist alerts. You can create rules in TechDirect to

automatically forward the SupportAssist alerts to Dell to create a support request or initiate a parts dispatch request.

4 Introduction