Fast Answers, Your Way: SonicWall Self-Service Tools and AI Chat

A Connected Self-Service Experience Designed to Get You Answers Faster

When something isn’t working the way you expect, what you really want is a fast, reliable answer. Sometimes, that’s a deep-dive troubleshooting session with our support team, but more often, it’s a quick how-to, a configuration reminder or a way to double-check a setting during a maintenance window.

That’s why, alongside our support team, we’ve invested in a set of self-service tools that give you multiple ways to get help, whenever and however it fits your workflow.

Today, you can get help through:

• Global search at sonicwall.com/search
• A knowledge base and video tutorials at sonicwall.com/support
• An online community at community.sonicwall.com
• AI-driven chat answers by starting a chat session in MySonicWall.com

These resources don’t replace our support team; they just give you more ways to get help. In most cases, starting with our AI-driven chat  will be the fastest and preferred way to get an answer, with search, articles, videos and community there to deepen and extend what you learn.

Why Self-Service Matters

If you’re comfortable going straight to support, you might wonder: Why spend time in self-service first?

A strong self-service experience makes problem-solving faster and more efficient for you. For example:

• Speed for Common Issues: Many questions have well-documented, repeatable answers. Self-service gets you those answers in minutes instead of waiting in a queue.
• Flexibility for Busy Teams: You and your colleagues can look up content anytime—during maintenance windows, after hours or while you’re planning a change—without needing to coordinate time with anyone.
• Reusable Documentation: Knowledge base articles, videos and technical docs give you something you can bookmark, share internally and re-use for future onboarding or change management.
• Better Context When You Need Escalation: Coming in with specific error messages, article links, or test results often leads to faster, more targeted troubleshooting when you do open a case.
• AI Chat, A New Tool On Your Belt: Our AI chat assistant adds a “quick answer” layer on top of our existing content. You can use it to explore potential fixes first, then lean on other channels if you need more detail.

Self-service is about giving you options. You can keep working the way you always have, but now there’s a faster starting point, with AI chat as the recommended first step when you run into a problem.

Search: One Place to Start

If you’re not sure where to begin, start with sonicwall.com/search.

From a single search box, you can surface:

• Knowledge base articles
• Technical documentation
• Notices and product life cycle information
• Security advisories and other SonicWall updates

Instead of guessing which site to visit first, you can simply search once and let our systems point you to the most relevant content across SonicWall.com.

Knowledge Base: Your First Stop for Fast Answers

Our knowledge base, available at sonicwall.com/support, is built to be your first stop for, “How do I…?” and “Why is this happening?” moments.

You’ll find:

• Step-by-step configuration guides
• Troubleshooting paths for common issues
• Best practices from SonicWall experts
• Release notes and product-specific details

Everything is written and reviewed by SonicWall teams, so you can trust that the information is accurate and up to date. Use the built-in search and product filters to quickly narrow down what you need.

Video Tutorials: Show, Don’t Just Tell

If you’re a visual learner, our video tutorials are there to walk you through the steps. You can find them:

• On sonicwall.com/support
• On our official YouTube channel: youtube.com/@SonicWallInc

These are especially helpful for:

• Initial product setup and onboarding
• Common configuration tasks
• New features and interface changes

Short, focused videos help you go from “I’ve never seen this screen before” to “I know exactly what to do next” in just a few minutes.

Online Community: Learn From the People Who Use SonicWall Every Day

Sometimes the best answer comes from someone who’s already been in your shoes. That’s where our online community at community.sonicwall.com shines.

In the community, you can:

• Ask questions and get input from other partners and customers
• See how peers are solving similar challenges in their own environments
• Share tips, scripts, and real-world workarounds
• Follow product-specific boards and stay on top of what’s changing

Our SonicWall team actively participates in discussions, highlights helpful content, and connects community conversations back to knowledge base articles and other resources, so you’re never starting from scratch.

New: AI-Driven Chat Answers in MySonicWall

The newest addition to our self-service toolkit is AI-driven answers in chat, available as a standalone chat option in MySonicWall.com.

Instead of creating a support case, you can start a chat session and interact directly with our AI assistant.

Here’s how to access it:

1. Log in to MySonicWall.com
2. Go to Support & Resources
3. Select the Chat option to start a new chat session

As you describe your issue, our AI-powered assistant uses SonicWall knowledge base articles to suggest relevant answers in real time.

How this helps you:

• You can often resolve straightforward issues in a single interaction
• You can quickly test multiple suggestions (e.g., different configuration checks)
• You can follow links into the underlying knowledge base articles without leaving the flow

In most situations, starting with AI chat will be the quickest, preferred route to a solution, with other channels there as a follow-up when you need more depth.

All Together: A Connected Self-Service Experience

Each of these tools is powerful on its own, but they’re even better together:

• A search at sonicwall.com/search can surface the right knowledge article, technical documentation, or security advisory for your question
• A community discussion might link to a deep-dive KB article or a how-to video
• AI chat in MySonicWall can point you directly to the most relevant knowledge articles while you’re describing an issue

Behind the scenes, we’re continually improving search, cross-linking and content quality so you can move smoothly between channels without losing your place. However you choose to engage, our goal is the same: to help you get a reliable answer as quickly as possible so you can stay focused on securing your environment.