Cisco Technical Assistance Center (TAC)

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.