Service Support Center - Customer Service Central …...Service Support Center: The Category...

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Reference Guide:

Service Support Center and

Customer Service Central

Functionality Comparison


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.


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.


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: https://ciscopsc.custhelp.com/app/ask

https://ciscopsc.custhelp.com/app/ask



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 email addresses in the CC field. Email 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 email confirmation.

Dynamic Field

Dynamic Field



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).


Customer Service Central – Opening a Case

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 www.cisco.com.

Create a Case

http://www.cisco.com/



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.

Create a Case – 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.

Create a Case – Category Combinations

Category 1

Category 2

Category 3



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

Create a Case



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.

Create a Case



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.

Create a Case



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.

Create a Case



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.

Create a Case



If you wish to email a copy of the case to someone else or yourself, type the email address in the

Email Copy To textbox.

Separate each email address by a comma or semi-colon. Note that this field cannot exceed 255

characters.

Create a Case



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.

Create a Case



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.

Create a Case



Some optional fields are available to enter information of an Alternate Contact that can be reached in

case you are unavailable.

Create a Case



Click on the Submit button to submit your case.

The user will then receive an email 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.

Create a Case

Dynamic Fields

Static Fields

Service Support Center - Customer Service Central …...Service Support Center: The Category...

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