Dell KACE

Integrated Remote Support, Secure Chat and Intel vPro Technology for the Dell KACE K1000 Management Appliance

Dell KACE with Remote Support and Secure Chat

Support and IT organizations using the Dell KACE K1000 Management Appliance can integrate it with Bomgar to improve service levels, centralize support processes and strengthen compliance.

Bomgar’s integration with the Dell KACE Management Appliance increases the effectiveness of your technicians with robust remote support, secure chat and incident-based mobile device support.

Technicians can launch a remote support session directly from the service desk and inventory features, and session details, such as chat transcripts and notes, are appended to the record when the remote support session ends.

Our Bomgar partnership is derived from a common vision - bringing innovative and robust appliance-based technology to market, which can be easily deployed by organizations of all sizes. We continue to expand our suite of automation and security solutions - providing customers with unmatched systems management and remote desktop control.
Marty Kacin, Executive director, Dev. Engineering, Dell KACE

Dell KACE K1000 Support Capabilities with Bomgar

  • Single-click, end-user initiated chat/remote support session via email from the K1000 Appliance
  • Incoming Bomgar support requests are automatically routed to the least busy technician
  • Easy technician access to the associated service desk ticket
  • Technician-initiated remote support invitation directly from the service desk ticket
  • Single click support session initiation from the K1000 computer inventory page
  • Automatic updates of K1000 service desk tickets including Bomgar session work details
  • Enhanced ad hoc support session reporting through the K1000 and the Bomgar Appliances
  • Automatically jump to a remote system from the K1000 inventory list
  • Remotely control and repair blue-screened PCs equipped with Intel vPro Technology

Improve Efficiency with Integrated Remote Support

Service Desk Efficiency: Rep can start a new Bomgar support session and view associated sessions from the ticket.

Bomgar’s integration with Dell KACE allows a support representative to launch a secure remote support session directly from the service desk and inventory features to immediately begin remotely diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

Bomgar's solution is multi-platform allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the Bomgar appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating Bomgar with Dell KACE gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.

Bomgar gives both you and your customer a seamless support experience.

Bomgar and Dell KACE Integration Webinar

Integrate remote support to offer a superior service desk user experience. Watch this informative webcast to learn about the integration.

This is a live demo from a webinar highlighting Bomgar's unique remote support integration with the Dell KACE Systems Management Appliance.  Bomgar integrates with the Dell KACE Service Desk module allowing end users to request support, technicians to offer support, and tickets to be automatically updated with details from the remote session.

Using Bomgar, technicians can also Jump directly from the Dell KACE Inventory module to unattended remote systems (Windows, Mac, Linux) and even control Intel vPro enabled PCs to remotely re-image or troubleshoot issues below the operating system.

Bomgar Professional Services

The Bomgar Professional Services team can assist with your integration to expedite the efficiency and productivity gains. Our Professional Services help you to fully utilize the Bomgar solution and maximize your return on investment.

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