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BlackBerry Expert Support Tool
 
  #1 (permalink)  
Old 12-11-2008, 04:03 PM
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Default BlackBerry Expert Support Tool

This is a BES Admin's friend, at least if your company has a T-Support contract.

https://www.blackberry.com/besc/dashboard/

This tool allows you to:
  • Verify that a BlackBerry device is ready to begin the enterprise activation process (has the correct plan, and the user can receive the enterprise activation email).
  • View your T-Support agreement (support level, start/end date of contract, named callers, etc).
  • Manage service requests - including creating or updating requests.

The option to check for BES data plan provisioning is priceless.
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Last edited by Joolie; 12-11-2008 at 04:05 PM.
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Old 12-18-2008, 05:20 AM
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Good one - thread stuck!
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Old 01-03-2009, 02:32 AM
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I rarely use some of the tools that RIM has released, but this one came in handy the other day for a user that had purchased his own device and removed the enterprise provisioning from his account. Of course, when asked by our help desk, he did no such thing. Even when speaking with the carrier, they didn't offer much assistance, as it was a personal account. So this one came in handy for the purposes of showing it was not provisioned correctly. The user and carrier were conferenced in together and the provisioning was validated that it had been removed 5 days earlier, when the user first started having issues.

Nevertheless, I believe I was the very last person consulted (and I gave my initial correct response, without the use of BESC, within 2 minutes of hearing about the issue), although this COULD have saved more than 10 man hours if used very early on.

BoxTone was reporting failed messages, which is usually my indicator of provisioning issues, but I guess other people didn't catch on to that.

I would love to see RIM open the enterprise provisioning tool up to generic help desk accounts for companies with T-Support contacts rather than tying it with the named callers list. No one on our named callers list troubleshoots end-user issues, so it doesn't really provide any cost savings for us (not to mention that we have perhaps 100 people who support the handhelds at some level or another and only a fraction of that for named callers).
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Old 02-06-2009, 01:06 PM
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I'd really like to get my hands on this tool, even if just to play with it sounds really useful.
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Old 11-15-2009, 12:13 PM
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Now you can

Activation Readiness. Easy Troubleshooting. Expert Advice.


The tools you need to manage or get your BlackBerry® deployment up and running are just a click away at the BlackBerry® Expert Support Center (BESC). Access our suite of self-service tools which are designed to be easy-to-use and to help you proactively manage your BlackBerry solution and resolve issues, should they arise.



Five reasons why you should register with BESC today

1 Enterprise Activation Readiness support using a three step self-diagnostic tool which is designed to allow you to easily determine if a BlackBerry smartphone is ready to begin the enterprise activation process.
2 Self service tools to help you diagnose and troubleshoot issues
3 A direct line to the experts. When you register, you get a Complimentary Support Incident for advice from BlackBerry® Technical Support Services to aid with deployment and installation.
4 Relevant guides, articles, webcasts and other resources to boost your BlackBerry know-how.
5 All at absolutely no cost to you or your organization!

The BESC gives you a suite of valuable tools, and includes a Complimentary Support Incident should you need to contact BlackBerry Technical Support directly.

We invite you to sign up for a BlackBerry Expert Support Center Express account today. To register, https://www.blackberry.com/besc/dashboard/
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