Reference Guide: Service Support Center and Customer Service Central Functionality Comparison

Transcription

1 Reference Guide: Service Support Center and Customer Service Central Functionality Comparison 1

2 Customer Portals Introduction Introduction This reference guide helps to crosswalk existing Service Support Center users into Customer Service Central Portal. The reference guide primarily focuses on case creation functionalities and the data fields required to create a case for a given area. Additional support can be found at Cisco Customer and Partner Operations Exchange Community. 2

3 Customer Portals Functionality Differences Service Support Center and Customer Service Central Required Fields Service Support Center: User will see a red asterisk for required fields. Customer Service Central: User will see an orange mark next to required fields. Category Service Support Center: The Category selection is required and the Required Type dropdown options are dependent on the Category value selected. Customer Service Central: Typically, there will be two to three levels of categorization to select when creating a case. Occasionally, there will be a fourth dynamic question to provide greater clarity around the request. Case Type Levels Service Support Center: Users have up to four levels to describe the case type. The first level is the Category selected. Levels two to four are selected in the Request Type dropdown. Customer Service Central: Users have up to four levels to describe the case type by selecting the required Category 1, Category 2, Category 3 values through a hover over menu. Occasionally, a fourth dynamic question will be required. 3

4 Service Support Center Opening a Case Service Support Center To begin creating a case in Service Support Center:, the user goes to the Ask a Question tab on the Service Support Center at: 4

5 Service Support Center Opening a Case Service Support Center Once in the Ask a Question tab, the user selects a Category by clicking on the appropriate radio button. The user is required to make a selection from the Request Type dropdown. Note that the Request Type is dynamic; options vary based on the Category selected. After selecting the Request Type, the user is required to include the subject in the Subject field and the question in the Question textbox. The user can send a copy of the request to other individuals by inserting their addresses in the CC field. addresses need to be separated by semi-colons. Note, if a user selects Cisco Service Contract Center (CSCC) or SCC Quoting- Indirect Resellers (SMS3), the user will see a Quote No. field. Users can attach files by clicking on the Browse button and selecting the file. The size limit of attachments is 20 MB. Click Continue to submit the case. The user will then receive an confirmation. Dynamic Field Dynamic Field 5

6 Service Support Center Opening a Case Service Support Center Request Types The Service Support Centerprovides up to four levels for case type. The first level is the Category selected. Levels two to four are selected in the Request Type drop down. For example, a user can select Category SCC Quoting-Indirect Resellers (SMS3) (level 1), Ordering (level 2), Conversion Issue (level 3), and, lastly, Order Orchestration (level 4). 6

7 To begin creating a case in Customer Service Central, first click on the Open a Case tab in Customer Service Central. Please note that Customer Service Central is now live at 7

8 Category Combinations You will first have to select the category combination of the case you would like to open by hovering over the category fly out menu. Typically, there will be two to three levels of categorization to select when creating a case. Occasionally, there will be a fourth dynamic question to provide greater clarity around your request. 8

9 Category Combinations Select the Category 1 value, the first level of categorization, by hovering over your selection. This will auto-populate Category 2 options, which are sub-categories of Category 1. Hover over the Category 2 value of your choice to select it. This will auto-populate Category 3 options, which are sub-categories of Category 2. Hover over the Category 3 and click on it to select it. Please refer to the Category Menu List and Required Information Reference Guide for a detailed breakdown of available category combinations and required and optional fields. Category 1 Category 2 Category 3 9

10 After specifying the categories of the case, click on the Continue button. 10

11 This will open a dynamic question field. As mentioned previously, there may be some scenarios for case creation where Category 3 and the dynamic question are not required. 11

12 This will open a form containing multiple fields, which need to be filled out in order to create a case. Fields displayed in the form vary according to the selection of categories. All the required fields are indicated with an orange mark next to the field name. 12

13 Enter appropriate optional and required information. In the Describe the issue in as much detail as possible field, describe the case issue in detail. The description is entered cannot be edited by you after the case has been submitted. 13

14 Enter the subject of the case in the Subject textbox. This is also a required field. Like the case description field, the Subject field also cannot be edited after the case has been submitted. 14

15 If you wish to a copy of the case to someone else or yourself, type the address in the Copy To textbox. Separate each address by a comma or semi-colon. Note that this field cannot exceed 255 characters. 15

16 To attach a document, click on the Browse button and select the document you want to attach. Attachments must be less than 20 MB and all file types are supported. Customer Service Central allows only one attachment upon case creation. You can add more attachments by updating the case after it has been created. 16

17 If you are located in the US and if the case is an inquiry for the US federal government, select Yes. If you are not located in the US, select No if this field appears. 17

18 Some optional fields are available to enter information of an Alternate Contact that can be reached in case you are unavailable. 18

19 Click on the Submit button to submit your case. The user will then receive an confirming that the case has been submitted. Note that some of these fields are dynamic and vary based on the category combination originally selected. Some fields are static and appear regardless of the category combination selected. Dynamic Fields Static Fields 19