service access management tool tour: bill to id

© 2009 Cisco Systems, Inc. All rights reserved. Cisco Public 1

September 2009

Service Access Management Tool Tour:Bill to ID


Bill to ID - Service Access Management Tool Tour Overview

This tour provides a general overview of the Service Access Management Tool and focuses on using the tool to manage Cisco service access by Bill to ID (Partner).

Prior to September 2009, this tool consisted of two tools: My Colleagues Aggregate Tool (MCAT) and My Colleagues Tool Granular (MCTG).

Cisco Service Contract Center (CSCC) is not connected to this tool. CSCC information can be found here:

http://www.cisco.com/web/partners/services/resources/cscc/index.html

CSCC is used for service contract management and the Service Access Management Tool is used for service access management (TAC/technical support and RMA/hardware replacement).


What is the Service Access Management Tool?

Allows Partner/Customer Administrators to proactively manage which individuals can obtain Cisco services*

The tool enables Partner/Customer Administrators to manage Cisco service access by: Bill to ID (Partners), Contract Number (End Customers), or both.

* Many Cisco service contracts require a serial number to obtain support. This tool is designed to ensure your engineers have the ability to open service requests using the contracts managed by your company.


Service Access Management Using Bill to ID vs. Contract Number

Using Bill to ID Enables Administrator to identify

which Bill to IDs in Cisco.com profiles can be utilized to obtain Cisco services

If the Bill to ID is enabled for support access, the individual will be able to use all the Contract Numbers under that Bill to ID to obtain support

When a new service Contract is purchased under the enabled Bill to ID in the individual’s profile, it is automatically available to obtain support

Primary users: companies who are providing the support for their customers – end customers not contacting Cisco directly

Using Contract Number Enables Administrators to place

Contract Numbers in Cisco.com profiles so those individuals can obtain Cisco services

When a new service Contract is purchased, it must be manually added to Cisco.com profiles

Primary users: companies who are obtaining support directly from Cisco and have less than 500 service Contracts


Bill to ID - Improvements as of September 2009

Updated design Search for individuals Add Bill to IDs to individuals that are not

already viewable in the tool Create custom groups of individuals Add Bill to IDs to custom groups (all

individuals in the group will have the Bill to ID added at the same time)

Ability to block and lock Bill to IDs Automatic email to both the

Administrator and the individual if an individual requests that Cisco add a blocked or locked Bill to ID to their Cisco.com profile


Service Access Management ToolBill to ID (BID) - Features

Add Bill to IDs to Cisco.com profiles (individuals cannot obtain Cisco services)

Enable Bill to IDs for support access (individuals can obtain Cisco services)

Remove support access for Bill to IDs (individuals cannot obtain Cisco services)

Delete Bill to IDs from Cisco.com profiles

Block Bill to IDs in a Cisco.com profile (a specific individual cannot have them added to his profile)

Unblock Bill to IDs in a Cisco.com profile (an unblocked individual can now have the BIDs added to his Cisco.com profile)

Lock Bill to IDs so that only an Administrator who manages those Bill to IDs can add it to a Cisco.com profile

Unlock Bill to IDs so that Cisco can add them to Cisco.com profiles

Remove Access

Enable Access

Add BID

Delete BID

Block BID

Unblock BID

Lock BID

Unlock BID

Administrators can perform the following actions:


Service Access Management ToolBill to ID - Features (continued)

Automated emails are generated when the following actions are completed:

Recipient Action

All Administrators of that Bill to ID

If Cisco adds an administered Bill to ID to a Cisco.com profile

All Administrators of that Bill to ID

If a Bill to ID is added, deleted, blocked, unblocked, locked or unlocked, or support is enabled or removed using the tool

Affected Individual

If an action is taken on the individual’s Cisco.com profile by an Administrator


Bill to ID - Difference Between Block and Lock

Lock

Locking prevents a Bill to ID from being added by Cisco to any Cisco.com profile (an Administrator can still add the Bill to ID to an individual)

This action might occur if there is a dedicated support team and only those people should be allowed to obtain Cisco services

#

Block

Blocking a Bill to ID from an individual’s Cisco.com profile prevents that Bill to ID from being re-added to that specific individual’s Cisco.com profile by an Administrator or Cisco

This action might occur if someone leaves the Administrator’s company or department


Bill to ID - Manage by Name: HomeThe Manage by Namescreen allows you to:

Add BID and Enable support access

Remove support access

Add BID Delete BID Block BID Unblock BID

You can choose an individual and select one of the following Actions:

Enter a Cisco.com ID and then select the BIDs to add or enable for support.

Or, search for an individual by Last Name, First Name, Company Name, Email Address, or Cisco.com ID.

Note: You cannot see an individual in the tool unless that individual has at least one Bill to ID in his Cisco.com profile that matches one you manage using the Service Access Management Tool.


Bill to ID - Manage by Number

The Manage by Numberscreen allows you to:Enter a single Bill to

ID you administer and select an Action.

The Actions you can select are:

Note: You cannot see a Bill to ID in the tool unless that number is in your Cisco.com profile and you are set up to manage it.

Or, choose a single Bill to ID from a list of all Bill to IDs that you administer and select an Action.

Add BID and Enable support access

Remove Support Access

Add BID Delete BID Block BID Unblock BID


Bill to ID - Manage by Group

The Manage by Groupscreen allows you to:

Create a New Group

Add individuals or Bill to IDs to the group

Add individuals or Bill to IDs to the group and enable support access

Remove support access from the group

Delete individuals or Bill to IDs from the group

Rename the groupDelete the group

Or, choose an existing group and select:


Bill to ID - Lock/Unlock

Enter one Bill to ID that you Administer and select an Action.

Or, choose one or many Bill to IDs.

Lock Bill to ID(s) Unlock Bill to ID(s)

The Actions you can select are:

The Lock/Unlockscreen allows you to:


Bill to ID - Administration

Obtain ReportsOpen Profile Manager in

order for the Administrator to perform/request updates to his profile

Inform Cisco about individuals who have left the company

Inform Cisco about individuals who are obtaining support and may not be authorized

Register a new individual to obtain a Cisco.com ID

The Administrationscreen allows you to:


Bill to ID - How to Obtain Access

Provide your Cisco Service Contract Account representative with:

– Cisco.com IDs of the new Administrators

– At least two Administrators are required

– Bill to IDs to be managed (work with your Cisco Service Contract Account representative if you do not know the Bill to IDs)

The Cisco representative will open a Service Support Center request for tool access and you will be informed by email when access has been provided


Getting Started and Other Resources

If you would like more information, visit the Service Access Management Tool web site:

– http://www.cisco.com/web/applicat/spptauth/serviceaccessmgmt.html

On the web site you will find:

– Instructions for obtaining access to the tool

– Helpful documents such as a Q&A file and Help files

– A link to the tool’s Terms & Conditions

– Self guided tours for managing Cisco service access

service access management tool tour: bill to id

Documents