1 / 27

Cisco TAC Service Request Tool Overview

Learn about the new TAC Service Request Tool replacing Case Open and Query Tools, with clearer steps and immediate solutions. Understand the terminology changes and navigate the tool effectively.

stratton
Download Presentation

Cisco TAC Service Request Tool Overview

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Cisco Technical Assistance Center (TAC) TAC Service Request Tool Overview

  2. Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary

  3. Introduction • The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. • Enhancements: • Clearer, shorter steps for creating Service Requests • Ability to use a serial number instead of a contract number • Potential solutions suggested immediately after you enter the problem description • The processes for querying and updating Service Requests will not change.

  4. Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary

  5. Terminology Changes As part of the enhancements, some of the terms related to opening and managing technical support issues will change: • “Case” will change to “Service Request” • “Priority” will change to “Severity” • “Contract Type” will change to “Service Line”

  6. Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary

  7. Cisco.com Website • Remember to log in. • Select Technical Support from the menu.

  8. Cisco Technical Support Website • Select one of the links to open or query a Service Request.

  9. TAC Service Request Tool • Create or query your Service Requests from this page.

  10. Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary

  11. Creating a Service Request • Click the Create a new TAC Service Request link to begin the process.

  12. Problem Definition • Choose options that most closely match your technical support issue. Sample Data

  13. TAC Recommended Solutions • These resources may help resolve your issue immediately. • Tell us if the solutions helped you or if you need to create a Service Request. Sample Data

  14. Contact Information • Tell us how to contact you for this Service Request. • Tell us if you would like an e-mail confirming this Service Request. Sample Data

  15. Service Entitlement Using a Serial Number • Provide either a serial number or a contract number. • Note: a serial number reduces the number of steps in creating a Service Request. 123456 Sample Data

  16. Service Entitlement Serial Number Results • Click Accept if correct. • Or, click the edit link to make any changes. Your product information Sample Data

  17. Service Entitlement Using a Contract • If you don’t have a serial number available, select your contract from the list. Sample Data

  18. Service Entitlement Contract Number Results - 1 • Select the correct product installation location, if available. • Use Search within this Contract for help narrowing the list. Sample Data

  19. Service Entitlement Contract Number Results - 2 • Select the correct product family, if available. • Use Search within this Site for help narrowing the list. Sample Data

  20. Service Entitlement Contract Number Results - 3 • Select the correct product, if available. • Use Search within this Product Family for help narrowing the list. Sample Data

  21. Service Entitlement Contract Number Results - 4 • Click Accept if correct. • Or, click an edit link to make any changes. Your entitlement information Sample Data

  22. Add Details • Add more information for your TAC engineer. • Enter your company’s Helpdesk Tracking # to link it to your Cisco Service Request. • Enter additional information if you are a Partner. We are trying to set up our PIX firewall for failover and need assistance. 121212 Sample Data

  23. Confirmation • Review the information that will be used to create your Service Request. • Use the edit links if you need to make any changes. Sample Data

  24. File Upload (Optional) • Attach up to three files at a time to your Service Request, if you wish. • Browse to select the file from your computer. • Enter individual comments with each file you attach. Sample Data

  25. Service Request Created • Your Service Request number is shown on the last page. • Service Request numbers now include 9 numerical digits starting with “6”. Sample Data

  26. Agenda • Introduction • Terminology Changes • Navigating to the TAC Service Request Tool • Creating a Service Request • Summary

  27. Summary • The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. • Some of the terms related to opening and managing technical support cases will change: • “Case” will change to “Service Request” • “Priority” will change to “Severity” • “Contract Type” will change to “Service Line” • Using a serial number reduces the number of steps in creating a Service Request. • For questions on these enhancements, please send an e-mail to info_ciscoc3@cisco.com.

More Related