cisco customer service hub customer service operating …
TRANSCRIPT
November 2020
Cisco Customer Service HubCustomer Service Operating Model
Elmira Dunilova, Partner Operations Manager, RCIS CPS [email protected]
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The Customer Service Hub replaced the Cisco Service Central Portal in June 2019. It’s the fast andintuitive way for Distributors, Partners and Sales to search for and get answers regarding quoting &ordering, opening support cases, tracking cases and to open cases with Cisco CPS agents.
Here are some of the highlights:
•Search Bar – fast access to natural language searches, searching for answers before opening a case fora quicker resolution, if the answer isn’t readily available then quickly and easily open the case.
•Frequent Actions Section – easy access to most frequently searched items, it automatically updates toreflect comment user executed searches.
•Click to Chat – Live Agent Click to Chat functionality is now available in Customer Service Hub for ServiceContract Create and Service Contract Update support services.
•My Dashboard – displays case status at-a-glance, highlights cases needing user's response, casescompleted since last visit and cases with updated status since last visit.
•My Cases/My Company Cases – quickly get high level and/or detailed information on all cases, displayssubject, creation date, resolution time and status with one click access to details.
•Advanced Сase Search - expands searchable attributes (including case ID, Deal ID, Order Number,Status, Created by Email ID, and more) for ease in locating your cases in CSH).
Cisco Customer Service Hub
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Customer Service | Engagement model
How to effectively create and escalate a support case
L1 supportCase creation
L2 supportEscalation
L3 support2nd level of escalation
https://customerservice.cloudapps.cisco.com/
If 4 hours after escalating you do not have a satisfactory response, please reach the next level of support by e-mail, following below steps:
Subject Line: L3 escalation – Case Number (i.e. TOS-23564) – REGION EMEAR
E-mail Body:
Open a case via Customer Service Hub
You will get a 1st response within 4 hrs
Please allow a few hours for the team to work on the initial case before escalating, unless time sensitive
Click on Escalation button inCustomer Service Hub
orClick on Escalation button in
the case email
You will get a response within 2-4 hrs
Send e-mail to [email protected]
Customer Service Manager for RCIS (Dima Silin [email protected])
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Email Interaction to Case Creation
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Case Actions from Email Notifications
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On November 8th, Customer Service Hub Portal (CSH) was updated to systematically determine if requesters can self-serve their Order Changes & Order Status needs in CCW.
The immediate result of self-service in CCW ensures Partnersavoid the wait times attributed to case processing andresolution. Click here to access CCW Order Self-ServiceTraining Guide for Partner reference when using CCW to edit,cancel, or check the status of Orders. Please refer to FAQdocument for more details.
The below examples showcase the typification of cases thatwill be redirected to the COT versus those that will alwaysrequire case submissions through CSH:
If system errors arise or Partner cannot make intended
changes to their order in CCW, a case can be opened via
CCW ‘Help’ option and Customer Service resources will be
available to support Partners.
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Learn more
All training materials are available at
The Customer Service Hub Partner Community:
➢ Customer Service Hub Overview
➢ How to Initiate a Service Request
➢ How to Update and Keep the Case Open
➢ How to Escalate a Case
➢ How to Provide Case Feedback
➢ Customer Service Hub Frequently Asked Questions
➢ Customer Service Hub Quick Reference Guide
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Denis Galochkin ([email protected])RO Manager, CPS Team Russia
November 2020
Customer & Partner Training
Contract access policy
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End Customer Hierarchy
GU ID
Родительская компания
Party Site ID
Дочерняя компания
Install Site ID
Адрес установки
Install Site ID
Адрес установки
Party Site ID
Дочерняя Компания
Install Site ID
Адрес установки
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Contract Access Policy
TAC and SW CCW-R
END CUSTOMER CCOID Profile, SAMT By GU ID
RESELLER CCOID Profile, SAMT By Bill-To ID
DIRECT PARTNER CCOID Profile, SAMT By Bill-To ID
DISTRIBUTOR CCOID Profile, SAMT By Bill-To ID
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Profile1 2
3
При открытии профиля список контрактов, к которым предоставлен доступ ОТРАЖАЕТСЯ
СРАЗУ
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CCW-R 1
2
3
При открытии CCW-R список контрактов, к которым предоставлен доступ СРАЗУ НЕ ОТРАЖАЕТСЯ
Необходимо воспользоваться поиском
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Update GU ID
CCOID Profile update
CSC Case: Please update the profile with the GU IDPositive: Can be quickly doneNegative: Can lose access to different contracts
Contract update
CSC Case: Please update Site ID with the target GU ID. Current : 123 Target: 456
Positive: Requester won’t lose access to contracts, multiple GU IDs for the same end customer
Negative: Complicated communication, takes a time, multiple request can be opened for the same site.
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Useful links
Customer Service HUB – операционные кейсы (в том числе по изменению сервисных контрактов)
Cisco.com/go/cs
Smart Licensing Portal
Cisco.com/go/scm
Open TAC Case
Cisco.com/go/tac или [email protected]
MCE
mce.cisco.com
