vkit portal customer service central comparison · © 2012 cisco and/or its affiliates. all rights...
TRANSCRIPT
![Page 1: vKit Portal Customer Service Central Comparison · © 2012 Cisco and/or its affiliates. All rights reserved. 1 Reference Guide: vKit Portal and Customer Service Central Functionality](https://reader033.vdocuments.site/reader033/viewer/2022050507/5f983917450e5504db4bedc2/html5/thumbnails/1.jpg)
© 2012 Cisco and/or its affiliates. All rights reserved. 1
Reference Guide:
vKit Portal and
Customer Service Central
Functionality Comparison
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© 2012 Cisco and/or its affiliates. All rights reserved. 2
Customer Portals – Introduction
Introduction
This reference guide helps to crosswalk existing vKit Portal 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.
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© 2012 Cisco and/or its affiliates. All rights reserved. 3
Customer Portals – Functionality Differences
vKit Portal and Customer Service Central
Selecting Categories
vKit Portal: Users can select more than one checkbox and combine the different categories when
creating a case, thereby, creating multiple cases when submitting a request.
Customer Service Central: Users can only select one combination of Category 1, 2, 3, and/or 4
values when creating a case at a given time. One case is created when submitting a request.
Required Fields
vKit Portal: Users see yellow background, red text, and red asterisks to denote required fields.
Customer Service Central: Users see an orange mark next to required fields.
Segment and Category 1
vKit Portal: The first field called “Segment” is required and the selection does not change any fields
below.
Customer Service Central: The first field, or Category 1, is required and the fields below vary based
on the selection made.
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vKit Portal – Opening a Case
vKit Portal
To begin creating a case, the user goes to the Make a Request tab on the vKit Portal.
The vKit Portal is located at: http://ciscoisso.custhelp.com/app/utils/login_form/
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vKit Portal – Opening a Case
vKit Portal
Once in the Make a Request tab, the user selects a Segment.
The user then selects a type of request by clicking on the appropriate checkbox(es).
After selecting the type of request, the fields below appear. These fields vary based on checkbox selected.
Some fields are required and are highlighted with an asterisk, red font, and/or a yellow box.
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vKit Portal – Case Submission
Users are able to attach documents before submitting a case by clicking on the Browse button and selecting the file.
Once all the information in the fields is filled out, the user clicks on Continue to submit the case.
The user will then receive an email confirmation.
vKit Portal
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Bookings (Faxed Order)
Required Fields
Bill To ID
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Entitlement
Required Fields
Comment - Entitlement
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – MACD
Required Fields
Comment-MACD
MACD Change Type
Priority
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Renewal Notification
Required Fields
Contract Expiration
Day Notification
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Special Request
Required Fields
Date Due (mm/dd/yyyy)
End Customer Name
Comment-Special Req
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vKit Portal – Opening a Case - Required Fields
vKit Portal – CCO Contract Access
Required Fields
Comment – CCO Access
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Inventory Reconciliation
Required Fields
Cust Inv File Attach
Comment-Invt Recon
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Quote New/Renewal
Required Fields
Date Due (mm/dd/yyyy)
Bill To ID
Data Source
Non-Standard Deal
Printout Type
Comment-Quote
New/Re
Display Partner Disc
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Reporting
Required Fields
Date Range
End Customer Name
Comment - Reporting
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Credit (debook) Request
Required Fields
Reason for Credit
End Customer Name
Sales Order Number
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vKit Portal – Opening a Case - Required Fields
vKit Portal – KTN
Required Fields
KTN Requests
Comment-KTN
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Quote Update/Change
Required Fields
Date Due (mm/dd/yyyy)
Printout Type
Display Partner Disc
Comment – Quote Up/Ch
End Customer Name
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vKit Portal – Opening a Case - Required Fields
vKit Portal – Sales Credit Reassignment
Required Fields
End Customer Name
Agent/Team Name
Claim Reason
FSA Name
Sales Order Number
Split %
Total Dollar Amount
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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
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Customer Service Central – Opening a Case
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
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Customer Service Central – Opening a Case
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
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Customer Service Central – Opening a Case
After specifying the categories of the case, click on the Continue button.
Create a Case
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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
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Customer Service Central – Opening 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