DFSM User Manual

Version 6.2.4

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 Dell Field Service Mobile (DFSM) v6.2.4 #

Introduction
DFSM is a mobile application, designed to simplify the field services by providing all the required
information about the on-site dispatches to the field engineer (User) from Dell and vice versa. This app
enables the users to submit the service report to the customer and permits the user to create a repeat
dispatch when needed***.
Table of Contents
1. Menu options 3. Offline Features
§ Assignments view
§ Requests view 4. DFSM User management Portal
§ Actions buttons § Manage Users
§ Feedback & User Preference § Profile photos
§ Service report (e-ROF) files
2. DFSM Workflow
Dell Field Services Mobile § Flowchart 5. DFSM Scope
§ Scan the Service Tag
§ Scan the Part PPID 6. Downloading Instructions
§ Create a repeat dispatch** § Minimum requirements
§ Select Parts for repeat dispatch** § Terms of Use
§ Add Diagnostics, comments & pictures
§ Repeat dispatch summary & scheduling** 7. FAQs
§ Generate a service report (eROF) § Frequently asked questions
#
Applicable for DFSM APP versions above 6.2.4 *** Based on certain business rules.
** Only applicable if issue is NOT resolved during an onsite visit
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 Menu Options

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 Menu Options | Assignments View
1 Options
1 2
3 2 Notification Icon – shows number or unread
notifications 8

Manual Refresh (refresh can be done also by

3 swiping down)

High level overview of Assignment, including

4 4 DPS, Company name, Part quantity &
Service tag.

Current Status of the EnRoute & Service

5 5
FAILED report
9

6 Appointment Scheduled time slot.

6
7 Manually add a dispatch to assignment list,
this greys out, when the app is offline.

PENDING SYNC 7 8 Number of assignments

8 9 Users can remove a dispatch by swiping left

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 Menu Options | Requests View
Manual Refresh option in addition to the swipe
1
down the screen to refresh.
1
Number of requests submitted for the day. View 1
2
will also be available for previous submissions
Dispatch submission status will indicate if any
3 further action is required or if the dispatch is
3 processed successfully (Refer to the table below)
2
Status Definition Recommended Action
Repeat Dispatch is 3
Dispatch Approved None
created in Dell CRM
Submitted for approval,
Submitted for
when a part is selected None
Review
manually
Reviewer needs
additional information to Review the rework reason and
Rework Needed
approve the repeat update the request accordingly
request
Repeat request failed / Contact DSP Q for creating a
2
Failed
rejected repeat
Leave the application open until
its completed. Make sure you
Local data is being
Pending Sync have internet connection. If
synchronized
status is unchanged for over
20mins contact DSP Q

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 Action Buttons | Dispatch Details 1 of 10 : En Route – Last Mile
1.
1 Enter the dispatch details from the "My Assignments“
screen

2.
2 On the information screen press the blue “En Route”
button
1
EnRoute might not be enabled for all users. If you have 2
questions, please contact your manager

In case the address provided in the dispatch is insufficient

or incorrect you might see “Failed to start EnRoute” error.
If this happens, please continue without using EnRoute

Click here for more details on En Route

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 Action Buttons | Dispatch Details 2 of 10 : AR Assistant

The AR Assistant app uses augmented reality to

provide step by step guidance when replacing parts on
a Dell system. This app enables an assisted self-
service experience, providing disassembly and
reassembly instructions on parts replacement.
Additional systems are being added over time.

AR Assistant is available for both iOS and Android

https://apps.apple.com/us/app/dell-ar-assistant/id1521610787
1
https://play.google.com/store/apps/details?id=com.dell.arassist

If the serviced system is enabled for AR, you

can directly access the AR tool by clicking the
1
“AR Assistant” link on the dispatch details
screen

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 Action Buttons | Dispatch Details 3 of 10 : System Configuration
3

1
4

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 Action Buttons | Dispatch Details 4 of 10 : Warranty & History
2 1 2 3

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 Action Buttons | Dispatch Details 5 of 10 : Maps | Search Knowledge
Base

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 Action Buttons | Dispatch Details 6 of 10 – PRM ( Product Reference Manual)

PRM currently requires a login via the browser. Please use the same credentials as used to access DFSM

1 3 4

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 Action Buttons | Dispatch Details 7 of 10 - Reschedule

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 Action Buttons | Dispatch Details 8 of 10 – Start Service
Start service can be done by clicking the 1
1 3 dots in the upper right corner of the
dispatch details screen

Start service can be performed by

2 scrolling down on the dispatch details
screen

Users can also remove Dispatches from the

assignment screen by: 1
• Swipe the screen to the left on the
dispatch number
• Long press on the dispatch number

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 Action Buttons | Requests View 9 of 10 – Cancel Submitted Requests

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 Action Buttons | Requests View 10 of 10 – Rework a Submitted Request

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 Menu Options | Feedback & User Preference
Feedback:
• General Warranty Support
q Use for any process or repair related
issues or topics
• Application Support
q Use to submit feedback on
application issues, performance or
suggestions
q Preferably leave “Collect Application
Logs” enabled. This will help IT to
better troubleshoot your issue

Preferences:
• Mode of Transportation enables you to
select the default setting when starting
EnRoute
• Users can also upload their own profile
photo. This is used on the EnRoute map
view. All photos will be reviewed by
Partner admins

Local Data:
• Can be used to diagnose issues
• Any synchronization issues will be
highlighted in red

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 DFSM Workflow

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 Workflow | Flowchart

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 Workflow | Step:1 – Scan the Service Tag
Refer the slide (Action Buttons – Start Service) to understand the different options available to start the service call

1 Flashlight on/off 2

2 Successful scan result

Scanned TAG does not match – please 1

3 update photo or input TAG manually 5

Manual TAG input – if TAG does not

4 match, please contact DSP Q to
6
confirm next steps
4
Taking photo of the TAG – to confirm
3
the correct TAG you can also upload a
5
photo of the TAG label, BIOS or from
the OS (Settings > About)

6 Issue Capture – Users should choose

the type of issue that was reported /
observed on the customer’s system.

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 Workflow | Step:2 – Scan the Part PPID

• Select all shipped parts used

for repair
• Capture PPID where
possible

• Capture PPID of defective

parts where possible
• Mark “Part retained by
customer” for every parts
that is left at the customer
location

Parts should be left on site only

after approval from DSP Q or
due to warranty entitlement

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 Workflow | Step:3 – Create a repeat dispatch

If issue is resolved skip to Step:5

• Indicate whether the issue is resolved

• If issue is not resolved choose “No” followed by “Yes” under the repeat dispatch screen, to create a repeat
• DFSM will automatically validate if this is an eligible case for DFSM
• Choose the Service Type to proceed further, by default “Parts and Labor” will be selected.
• Parts and Labor – all repairs where Onsite labor is required in order to replace parts
• Parts only – all repairs where customers are able to replace parts by their own. Parts will be shipped by courier

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 Workflow | Step:4 – Select parts for the repeat dispatch

• Select all parts that are required for the repeat dispatch. Parts should be ordered only after detailed troubleshooting
• If only parts from the previous dispatch are ordered, please indicate reason for repeat
• DOA – Functional parts issue
• MWD – Missing, Wrong in box or Damaged
• If the required part is not available in “Previous dispatch parts” or “Platform parts” please use “Add Parts Manually”
More info on “Add Parts Manually” page 42 & “View pictures of requested parts” page 43

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 Workflow | Step:5 – Add Diagnostics, comments & Pictures

•1 The Comments from

onsite engineer section
Repeat is common for both
Dispatch workflows.
Workflow •2 On all cases where a
Motherboard is
replaced and the
system boots, the
BIOS must be updated
to the latest version
and the version
1 number recorded to
move forward.

Issue
Resolved
Workflow
Skip to
Step 7
2

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 Workflow | Step:6 – Repeat Dispatch summary & Scheduling

• Review the dispatch details including contact info, parts, troubleshooting notes etc. & click next
• The customer contact details like the name, number and email can be edited in this page
• Service address cannot be changed. If customer requires an address change this needs to be handled by DSP Q
• The scheduling screen would appear next. Choose an available date to see the time slots available
• Check with the customer for the best time slot for service and then choose the relevant time slot on the Scheduling screen
• Click on Confirm to create a repeat dispatch

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 Workflow | Step:7 – Generate a service report (e-ROF)
1
• Review the details captured as part of the service report
(including customer email), confirm it with the customer

• If the customer requests for any change in the name,

phone number or email it can be edited in this screen

• If the customer requests that the service report be sent to

another email ID, the user can add an email ID

•
1 Service Report language can be changed by clicking the
blue globe icon

• Users should not add their email IDs or the email IDs of
their company

• Get customer signature on the service report & click next

• If the customer is not available or it is not possible to

capture the signature due to health and safety reasons,
please use the checkbox “Customer declined to sign-
off/Customer was not available to sign-off”

• Review the Service report summary page and click Send

• Confirmation will appear on the screen on email sent

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 Offline Features – Ability to resume from where you left off

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 User Management Portal
(Partner Admins only)

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 User management Portal | Manage Users
Partner Admins can manage users from the
User management portal http://dfsm.dell.com/

1
Add / Remove Users
1 Click Management > Users to
display the list of users
2 Click on the New User to add a
new user 2

3 Search for a specific user by

Name, Username, country
4 Users will be auto deactivated if no
log for 90 days. Partner Admins
can reactivate users(if required)
from the portal
3

4
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 User management Portal | Manage Users
Add / Remove Users 2
1
•
1 The quick “Action” menu allows
partner admins to
activate/deactivate/terminate users
•
2 Click on the “New User” option to
add a user. All fields are mandatory 2

Bulk Uploads

3• Click on Management > Bulk upload if you have multiple users to be onboarded or
4
deactivated. Download the template & fill in the required details (username, name,
DSP code, role, tech ID & country settings
4• Click Choose file followed by upload to add/deactivate users

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 User management Portal | Profile photos

• Partner admins can review Last Mile profile photos under “Management” >
“Review Profile Photos”
1• Click the photo icon to review
• Photos must be passport style photos and comply with Dell standards
2
2• If photo must be rejected, please add comments and click “Save”

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 User management Portal | Service report (e-ROF) files

1 Click on “Service report Files” tab on the menu bar to view the service reports generated by users

2 Partner admins can search the file using “DPS#”, Engineer ID, date create, DSP code, region/country etc. to filter
down to a specific file. A read only copy of the service report (e-ROF) file can be downloaded by the Partner Admin

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 DFSM scope

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 Scope – When to use DFSM vs Call DSP Queue Contact Matrix
DSP - DFSM Guidelines DFSM DSP Queue Others
Confirmed Part Failure with Diagnostic Code (Specify Tool, Error and Validation). Yes No NA
Confirmed Part Failure with Known Good Part (Specify Tested with Known Good Part): Capture PPID picture for the failed part and known
Yes No NA
good part.
Missing, Wrong or Damage Part (Capture PPID, Part Number and Picture): Picture of the box with SER# and Part Number clearly visible.
Yes No NA
Picture with clear visibility of the damaged part with SER and PPID.
Dead on Arrival Part. EPSA diagnostics to be run wherever possible. Dispatch request to have validation code. Wherever ePSA validation
Yes No NA
code not available, provide detailed troubleshooting steps.
DOA with back up parts. If ePSA/diagnostoc error code and validation code is available for back up part raise dispatch through DFSM
Yes Yes NA
(Primary + Backup), else call into Technical Support (TS).
Confirmed Part Failure - No Diagnostics code or No Known Good Part (Specify that diags cannot be run or diags unavailable; Specify
Logical Troubleshooting (e.g. No Power / No POST -Strip System, Release Flea Power, Clear CMOS, Recover BIOS, Update BIOS). Yes No NA
PPID Picture is mandatory for all major Commodities.
Engineer Induce Damaged. Yes Yes NA
Dispatch has same day SLA. Yes Yes NA
No clear indication of parts needed. System passes all diagnostics and logical troubleshooting, but issue remains. No Yes NA
PPID issue (PPID doesn't match of label unreadable) / Non Dell Part / Invalid part found in system / Service Tag Mismatch against Dell
No Yes NA
Support logged service call.
Customer Induced Damaged. No Yes NA
DSP CRM / Fusion /
Customer Not Available / Cannot Reach Customer. No Yes
GCC / WeeChat
DSP CRM / Fusion /
Part on Hold, Not Available, Not in Country or Not Delivered. No Yes
GCC / WeeChat
Engineer directed to contact Technical Support. No Yes NA
DSP CRM / Fusion /
Customer refused service. No Yes
GCC / WeeChat
Customer Escalation. No Yes NA
Third repeat dispatch - Ri4+. No Yes NA
System is Out of Warranty (OOW). No Yes NA
OS Media Required. No Yes NA
Process related. Questions or Approvals (ID, Complete Care, Dead Pixels, Plastics, etc.). No Yes NA
Customer wants to retain HDD (Non KYHD/KYC). No Yes NA
DSP CRM / Fusion /
Not able to duplicate the failure and customer fine with not replacing. No Yes
GCC / WeeChat
Unclear troubleshooting notes in the original dispatch and requiring clarity / case history. No Yes NA
To request AMT when the system does not have the AMT sticker. No Yes NA
US Federal Support
OCONUS or Federal (US only) dispatch No No
Queue
Pre-imaged HDD failure No Yes NA
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 Downloading Instructions
&
Terms of Use

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 Download/ General Instructions
• Download & Install the new version of the app when the tool prompts
Android App QR Code
• Download the latest version from: https://dfsm.dell.com/download/ or QRC:

• Log-In details is same as your TechDirect & My Account (Dell MyAccount)

• Prerequisites for using the DFSM app

• User should have an active account in Tech Direct & My account

• The user ID has to be updated and be set to active in the DFSM Web portal.

• Both Tech Direct / My Account and DFSM should have same user name and tech ID. iOS App QR Code

• Minimum OS version to run DFSM app: Android: 5.0 or above. iOS: 9.0 or above
• DFSM app doesn’t support Windows based OS

• Tool will guide through different workflows – please be aware of what is asked

• Tool issues preventing dispatch should be worked through DSPQ as needed

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Internal Use - Confidential 36 of 45 © Copyright 2021 Dell Inc.
 Frequently Asked
Questions

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 FAQ’s
• Error in iOS “Cannot install applications, because the certificate for fieldservicemobile.dell.com is not valid”
§ Follow the instruction in https://support.apple.com/en-in/HT204460 to enable enterprise Apps
§ For iOS 15 and above follow the instruction in https://support.apple.com/en-in/HT204477

• Error “Failed to sign in. Please try again”

§ Check network connectivity and try again
§ If user is already connected to network, try uninstalling & reinstalling the app
§ Incase step 1 & 2 doesn’t resolve the issue, reset password and try again

• Error: “Authentication Failed. Please try again / “Unable to authenticate against tech direct” / “Failed to Login”.”
§ Ensure that your TechDirect & My Account profiles are active & you can log into TechDirect
§ Attempt password reset via the My Account portal (Dell MyAccount) to fix the issue
§ Partner admin to validate if profile is set to “Active” in DFSM portal - http://dfsm.dell.com/

• I received an error message, “You do not have access to create a repeat dispatch. Please contact Dell Support”
§ DFSM is checking for certain business rules, and some will block the creation of a repeat dispatch. If a repeat is required but can’t be created in DFSM please
contact DSPQ

• I received an error message, “This dispatch status does not allow for a repeat dispatch to be created from the app. Please contact Dell support to proceed.”
§ A repeat dispatch can only be created on a prior dispatch that is still in “Work In progress” status.
§ You can still follow the proper call closure steps, just request the repeat dispatch first- You could also request the repeat dispatch post call closure within the same
calendar day

• What actions do I need to take based on the Dispatch Status?

§ For Sync Issue refresh the “requests” tab to try and submit the request again. If the status continues to be in “Pending Sync” for more than 2 mins contacts Dell
Tech Support
§ For Cancelled & failed call status, call into the DSPQ to make sure the customer’s issue is resolved

• Why do I need to always add ePSA result if the issue is resolved?

§ It is Dell's requirement to always run ePSA after every repair. This will ensure that any possible issues are identified prior leaving onsite

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 Back-Up

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 En Route Service Options
• After pressing the “En Route" button we will
see a confirmation screen and an option to
change the mode of transportation

• If we select "YES", the customer will receive a

confirmation email and SMS (depending on
the option that is available to contact the
user).

• The email and SMS that the client will receive

contains a URL link where they can see the
real-time status of the service and the location
of the on-going engineer.

• If we select "No", the action will simply be

canceled.

• On the service summary page, we will see

new options available:
• Arrived: This option can be selected
when the engineer has arrived at site.
• Cancel and Stop Location Sharing:
These options stop the location sharing
feature with the customer.

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 Status of Route Services in My Assignments

• If we go back to the "My Assignments" screen

we will see that the Service in which we select
the option to share location by means of the
“EnRoute" button, now shows the status of
which is currently “EnRoute".

• Based on geofencing, once arrived at the

customer location will DFSM automatically
change the status to arrived

• If DFSM does not change to “Arrived”

automatically, user must either click “Arrived”
or “Start Service”

• To start the service, simply follow the standard

steps of using DFSM by clicking "Start
Service"

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 Dispatch Workflow | How to Add Parts Manually

• Please use
“Manual parts” only
when required
parts are not in the
“Previous dispatch
parts” or “Platform
parts”

• Part can be
searched by PPID
or Part Number of
the defective part

• You can also

search by part
description

Never order parts that

were not shipped with
the system. In case of
any doubts please
contact Dell Technical
Support

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 Dispatch Workflow | View picture of requested parts

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 Change Control History
Version Date Author Description Modified Sections
1.0 4th July 2017 John KJ First Full Version
2.0 19th September John KJ Updated Service flow & Dispatch All except the download
2018 scheduling instructions.
4.2 11th July 2019 Prabhu Updated service flow & service 1&2
Parthasarathy report
5.1.5 3rd January 2020 Prabhu Updated Menu Options, Workflow All except Scope.
Parthasarathy Offline features, Last Mile, User
Management & FAQ
6.2.4 29th December Lubomir Jurik Updated Menu Options, AR All
2021 Prabhu Assistant, PRM, User
Parthasarathy Management, Manual addition of
parts, Download Instructions & FAQ

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