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Last Updated: 19 March 2014 of 31 Provide Feedback on this Training Resource

Click-to-Chat in Customer Service Center

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Cisco Service Contract Center



TABLE OF CONTENTS

Introduction ............................................................................................................................................................... 3

1 Case Type Overview .................................................................................................................................... 3

2 Accessing Click-to-Chat ............................................................................................................................. 4

3 Availability .................................................................................................................................................... 6 3.1 Regional Working Hours ................................................................................................................... 6 3.2 Available Case Types ....................................................................................................................... 7

3.2.1 Service Quoting ................................................................................................................... 7 3.2.2 Contract Management ....................................................................................................... 10 3.2.3 Profile or Access ................................................................................................................ 15

4 User Agreement & Usage Etiquette ......................................................................................................... 18

5 Issues Not Suitable for Chat ..................................................................................................................... 19

6 Initiate Chat in Customer Service Central ............................................................................................... 20 6.1 Service Quoting .............................................................................................................................. 21 6.2 Contract Management .................................................................................................................... 24 6.3 Profile or Access ............................................................................................................................. 27

7 How Chat is Processed ............................................................................................................................. 30 7.1 Chat Transfer .................................................................................................................................. 30 7.2 Chat Terminated ............................................................................................................................. 30 7.3 Chat Failure – Inactivity .................................................................................................................. 31 7.4 Chat Escalated ............................................................................................................................... 31





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Introduction

The Click-to-Chat in Customer Service Central (CSC) tip sheet is a resource to help Cisco Service Contract Center users understand the additional channel for CSCC tool support. Click-to-Chat offers real-time support for users when quoting and ordering in Cisco Service Contract Center.

1 Case Type Overview The Click-to-Chat function is available for specific case types shown in the table below. For more information on each specific case type, reference the Available Case Types section in this document.

Service Quoting Case Types

Primary Case Category Secondary Case Category Tertiary Case Category

Create a New Quote, Estimate, Deal or Order Access/Other Requests Service Quote Access Request

Apply a Discount or Deal ID

Manage an Existing Quote, Estimate, Deal or Order Discount/Pricing

Edits, Changes & Cancellation Edit Quote, Estimate or Deal

Other Service Quote Errors

Contract Management Case Types

Primary Case Category Secondary Case Category Tertiary Case Category Change Type

Manage a Service Contract

Edit Service Contract Add or Change Product Configuration

Link Minor to Chassis

Move Minor Lines Between Chassis

Unlink Minor from Chassis

Contract Edits and Moves

Merge Install Sites

Merge Install Sites & Move to a Different/New Contract

Move Site to a Different/New Contract

Product Edits and Moves

Move Product to a Different/New Site

Move Product to a Different/New Site & Move to a Different/New Contract

Move Site to Different/New Contract

Terminations No





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Profile or Access Case Types

Primary Case Category Secondary Case Category Tertiary Case Category Access Type

Profile or Access-Related Inquiries

Request Contract Access CSCC and SMS3 View Access By Bill-To ID (BID)

Access By Contract / Serial #

Service Access Management Tool (SAMT)

Administer Access By BID

Administer Access by Contract

Software Download / Licensing

TAC / RMA ALL – Query / Update / Open

Query / Update

Query Only

Request Service Quote or Service Estimate Access

Estimate (for 1-Tier Partners)

Quote

2 Accessing Click-to-Chat Accessing Click-to-Chat can be done by navigating to the Customer Service Central portal or by adding the Customer Service Central module to your Cisco Workspace. To add the CSC module to your Cisco Workspace, please follow the steps below.

Step 1 – Enter the URL: http://www.cisco.com/

Step 2 – Click on “My Cisco”

Cisco.com – My Cisco

Step 3 – Enter your CEC or CCO user name and password and click on “Log In”.

Step 4 – Click “Add to My Cisco” to add the module “Customer Service Central” to your workspace, this will be the module to use portal.






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Cisco.com – Customer Server Central Module

Step 5 – After adding the module to your workspace, click on “See Workspace”.

Cisco.com – Cisco Workspace

Step 6 – Once you have successfully added the module and logged into portal, you will see Customer Service Central.





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Cisco.com – Customer Service Central

3 Availability

3.1 Regional Working Hours Chat will only be supported in English and available during the following working hours for each region:

US and Canada Hours: Monday through Friday

o 6 a.m. to 5 p.m. PST (Pacific Standard Time)

LATAM Hours: Monday through Friday

o 5 a.m. to 5 p.m. PST (Pacific Standard Time)

EMEAR Hours: Monday through Friday

o 8 a.m. to 6 p.m. CET (Central European Time) – Distributors & 2-Tier Partners

o 9 a.m. to 6 p.m. CET (Central European Time) – 1-Tier Partners

APJC Hours: Monday through Friday

o 7 a.m. to 9 p.m. CST (China Standard Time)

Note: When Chat is accessed outside of the operating hours, the following screen will display. Click the "?" to get help.





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Customer Service Central – Out of Hours Response

3.2 Available Case Types

When opening a case to obtain the Click-to-Chat function, only certain case types are available, which include Service Quoting, Contract Management, and Profile or Access.

3.2.1 Service Quoting

Create a New Quote, Estimate, Deal or Order

o Access/Other Requests

Service Quote Access Request

o Apply a Discount or Deal ID

Manage an Existing Quote, Estimate, Deal or Order

o Discount/Pricing

o Edits, Changes & Cancellation

Edit Quote, Estimate or Deal

Other Service Quote Errors

Note: Please see the screenshots on the following pages for more information on the available case types above.





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Create a New Quote, Estimate, Deal or Order>Access/Other Requests>Service Quote Access Request

Create a New Quote, Estimate, Deal or Order>Apply a Discount or Deal ID





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Manage an Existing Quote, Estimate, Deal or Order>Discounts/Pricing

Manage an Existing Quote, Estimate, Deal or Order>Edits, Changes & Cancellation>Edit Quote, Estimate or Deal/Other Service Quote Errors





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3.2.2 Contract Management

Manage a Service Contract

o Edit Service Contract

Add or Change Product Configuration

Link Minor to Chassis

Move Minor Lines Between Chassis

Unlink Minor from Chassis

Contract Edits and Moves

Merge Install Sites

Merge Install Sites & Move to a Different/New Contract

Move Site to a Different/New Contract

Product Edits and Moves

Move Product to a Different/New Site

Move Product to a Different/New Site & Move to a Different/New Contract

Move Site to Different/New Contract

Terminations

No


Manage a Service Contract>Edit Service Contract>Add or Change Product Configuration/Contact Edits and Moves/Product Edits and Moves /Terminations





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Note: The “Add Missing Items”, “Serial Number Swap” and “Service Level Change” options are not supported by the Click-to-Chat functionality.

Manage a Service Contract>Edit Service Contract>Add or Change Product Configuration

Link Minor to Chassis – Move Minor Lines Between Chassis – Unlink Minor from Chassis





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Manage a Service Contract>Edit Service Contract>Contact Edits and Moves

Merge Install Sites – Merge Install Sites & Move to a Different/New Contract – Move Site to a Different/New Contract

Note: The “Contract Date Change” and “Contract Merge” options are not supported by the Click-to-Chat functionality.





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Manage a Service Contract>Edit Service Contract>Product Edits and Moves

Move Product to a Different/New Site – Move Product to a Different/New Site & Move to a Different/New Contract – Move Site to Different/New Contract

Note: The “Move Product to Different/New Contract” and “Product Date Change” options are not supported by the Click-to-Chat functionality.





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Manage a Service Contract>Edit Service Contract>Terminations

No Question

Note: The “Yes” option is not supported by the Click-to-Chat functionality.





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3.2.3 Profile or Access

Profile or Access-Related Inquiries

o Request Contract Access

CSCC and SMS3 View

Access By Bill-To ID (BID)

Access By Contract / Serial #

Service Access Management Tool (SAMT)

Administer Access By BID

Administer Access by Contract

Software Download / Licensing

TAC / RMA

ALL – Query / Update / Open

Query / Update

Query Only

o Request Service Quote or Service Estimate Access

Estimate (for 1-Tier Partners)

Quote


Profile or Access-Related Inquiries>Request Contract Access>CSCC and SMS3 View – Service Access Management Tool (SAMT) – Software Download / Licensing – TAC / RMA





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Profile or Access-Related Inquiries>Request Contract Access>CSCC and SMS3 View

Access By Bill-To ID (BID) – Access By Contract / Serial #

Profile or Access-Related Inquiries>Request Contract Access>Service Access Management Tool (SAMT)





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Administer Access By BID – Administer By Contract

Profile or Access-Related Inquiries>Request Contract Access>Software Download / Licensing

Profile or Access-Related Inquiries>Request Contract Access>TAC / RMA





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ALL – Query / Update / Open – Query / Update – Query Only

Profile or Access-Related Inquiries>Request Service Quote or Service Estimate Access>Estimate – Quote

4 User Agreement & Usage Etiquette As part of the program, support requests logged through chat must be valid and within the scope of CSCC support. The following are quick-to-resolve issue example with which our Chat agents are able to assist. Agents are not able to assist with user-solvable requests.

General and Access

General CSCC questions

Request to specific quote the user is working on.

RMA information, serial number, or data searches





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Estimates and Quoting

Errors in CSCC that require an explanation, internal validations or override requests

Resolution of missing data information and line edits that are not user-solvable

Adding or editing data on a quote or minor line edits or removal

Mapping, pricing and configuration questions of line items

Quote download questions

End of life investigation

Standard and international discounting

*General Rule: 1 quote should be brought into a live chat session. For the purpose of documentation and quick resolution time, a new live chat session should be opened if you have more than 1 quote with the same or different errors.

Note: Chats will be periodically audited to ensure appropriate usage by users. Chat accounts should not be shared between multiple users.

5 Issues Not Suitable for Chat

The following issues are ineligible for chat because they are currently out of scope for this line of support. An agent will create a case with the appropriate team to get the issue resolved.

Issued Credits Creating a New Quote Creating Site IDs or Site ID Issues

The following issues are not suitable for chat because they either cannot be resolved in a timely manner during a chat session and/or require further investigation. (Agents will use reasonable judgment when handling these types of issues or will provide the user with a case # when necessary)

Issue Reason why these issues are not suitable

Issues with very large quote fixes When we validate a small or large quote, the resolution time is based on the number of errors, larger amount of errors (>25) will likely require offline validations.

Pricing discrepancies This tends to have a very long duration of investigation and is usually resolved with the Accounting Team generating a DSA.

Edits to quote such as change the begin date/end date or a service level or install site ID or adding additional lines

This is user-solvable and all the tools are provided for users to complete these edits. Adding more than 5 lines on a quote with different details involving edits.

Multiyear discount quote requests or errors This tends to have a very long duration after DSAs are applied/validated several errors could result requiring a case be opened. CSCC applies discount up to 3 years. If the quote is beyond 3 yrs. then a DSA would be needed to apply the discount.





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6 Initiate Chat in Customer Service Central

When opening a case to obtain the Click-to-Chat function you must first log into Customer Service Central. Only certain case types are available, which include Service Quoting, Contract Management, and Profile or Access. For more information on the specific categories that allow Click-to-Chat, please reference section 2.2 Available Case Types above.

To log into Customer Service Central, follow the steps below.

Step 1 – Navigate to the Operations Exchange Community.

Step 2 – Select Open a Case under Contact Cisco for Support.

Operations Exchange – Open a case with Customer Service Central

Step 3 – Log into the Customer Service Central (CSC) using your email address and password (like you would to open a support case):





http://forums.cisco.com/ecom/web/operations-exchange

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Customer Service Central Log In screen

6.1 Service Quoting

To initiate Click-to-Chat in Customer Service Central for Service Quoting cases, follow the steps below.

Step 1 – To initiate a chat session, begin by clicking on the Open a Case tab.

Step 2 – Select the appropriate Service Quoting category from the What kind of case would you like to open? dropdown menu.

Cisco Service Central – My Cisco Workspace – Open a case

Step 3 – After selecting the appropriate Service Quoting category from the What kind of case would you like to open? dropdown menu, click the Continue button.

Note: For more information on the specific categories that allow Click-to-Chat, please reference section 2.2 Available Case Types above.

Step 4 – For Service Quoting cases, a dynamic question may appear after clicking Continue. If so, select the appropriate response.





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Customer Service Central – Open a Case – Type of Quote

Step 5 – After making your selection, a Chat with an Agent link will appear.

Step 6 – Fill out the required fields noted by a red asterisk (*). If you click on the Chat with an Agent link before filling out the required fields, the relevant fields will be outlined in red. When you hover your mouse in one of the fields, a message stating that required fields cannot be left blank will appear.

Customer Service Central – Chat with an Agent Fields

Important Note: Select the appropriate quote type for the case to be routed to the correct support agent.





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Step 7 – After filling out the required fields, click on the Chat with an Agent link.

Customer Service Central – Chat with an Agent Button

Note: If the “Chat with an Agent” button does not appear after selecting the type of case you would like to open, the request does not qualify for Click-to-Chat.

Step 8 – The Chat window will open and you will be able to begin interacting with the Agent. In addition, a new case will be created automatically in Customer Service Central.

Note: Internet Explorer (IE) is the most compatible browser for Click-to-Chat users. Please disable popup blockers for Cisco.com to ensure the Chat window opens correctly.

Customer Service Central – Chat with an Agent Popup Window





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6.2 Contract Management

To initiate Click-to-Chat in Customer Service Central for Contract Management cases, follow the steps below.


Step 2 – Select the appropriate Contract Management category from the What kind of case would you like to open? dropdown menu.


Step 3 – After selecting the appropriate Contract Management category from the What kind of case would you like to open? dropdown menu, click the Continue button.


Customer Service Central – Open a Case

Step 4 – For Contract Management cases, a dynamic question may appear after clicking Continue. If so, select the appropriate response from the dropdown menu.





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Customer Service Central – Open a Case – Type of Change








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6.3 Profile or Access

To initiate Click-to-Chat in Customer Service Central for Profile or Access cases, follow the steps below.


Step 2 – Select the appropriate Profile or Access category from the What kind of case would you like to open? dropdown menu.


Step 3 – After selecting the appropriate Profile or Access category from the What kind of case would you like to open? dropdown menu, click the Continue button.





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Customer Service Central – Open a Case

Step 4 – For Profile or Access cases, a dynamic question may appear after clicking Continue. If so, select the appropriate response from the dropdown menu.

Customer Service Central – Open a Case – Type of Access







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7 How Chat is Processed Chat sessions may be transferred, terminated fail or be escalated.

7.1 Chat Transfer

Below are examples of when a chat may get transferred to a second agent:

1. The requestor gets disconnected while in the middle of chat.

2. A second agent is better suited to resolve a specific customer issue.

3. The request is for Federal but is picked up by non US Reps.

4. An existing agent already has one (1) chat request while another agent is available and not attending chats at that moment.

7.2 Chat Terminated If the requestor stops responding and the chat session is idle for more than three (3) minutes, the agent will make three (3) additional attempts to get a response.

In this situation, an agent will:

1. Open a case on behalf of the requestor.

2. Provide the case number to the requestor via email.





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7.3 Chat Failure – Inactivity

If the request to chat is not handled by an agent within 3 minutes, an email message is sent to the responsible Cisco personnel on behalf of the customer indicating that immediate assistance is required. In addition, a message will be displayed that an agent is not available at your time of request.

In this situation, you can:

1. Select Submit to continue.

2. Select the Edit/Update hyperlink to provide additional information regarding your CSCC issue or

3. If your case has been closed you can open a new case by selecting Open a Case.

Customer Service Center – Chat Failure – Submit

Customer Service Center – Chat Failure – Edit/Update or Open a Case

7.4 Chat Escalated

In the event an Agent is unable to solve the issue during the chat interaction or needs to escalate the issue to the next level of support, a Case ID # will be issued and communicated to the chat user.

The Case ID # can be used to track progress of the issue or to address possible escalations.

Note: Upon closing the chat session, a Case ID # will be issued. You may receive a survey asking for your feedback either at this time or after a case is closed.





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