Cisco Service Contract Center Cisco Commerce Workspace...Cisco® 1-Tier External Release Guide...

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Cisco

® 1-Tier External Release Guide September 9, 2013

September 8, 2013, Release Guide

Cisco Service Contract Center

Cisco Commerce Workspace

Release Guide Contents

Release Scope

Top Impacts Highlights

Cisco Service Contract Center Impacts

Cisco Commerce Workspace Impacts

Support, Training, and Reference Information

Release Scope

This release includes detailed descriptions of release impacts for the following programs:

Cisco Service Contract Center

60-30 Renew on Time

3-Way RMA


Cisco Service Partner Program

Top Impacts Highlights

Cisco® Service Contract Center

Next Gen Service Configuration: Simplify Services Orderability—Nonstandard Duration

Order: Service Contract Enhancements in Cisco Commerce Workspace

60-30 Renew on Time—Rebate Engine and Performance Metrics Central (PMC) Calculate Rebate Metrics

60-30 Renew on Time—Performance Metrics Central

60-30 Renew on Time—PMC: Renewal Rate Promotion and 60-Day Look-Back Promotion

September 9, 2013, Release Guide Cisco 1-Tier External



60-30 Renew on Time—SMS3 Renewal Business Summary (RBS)


Flexible Service Duration in NextGen Configurator

Change Order Functionality

Commerce Tool Retirement Update

Cisco Commerce Workspace User Interface Design Update

Service Contract Enhancements

Note: Top impacts include what the change means for users and are denoted with a

Cisco Service Contract Center Impacts

Cross-Functional

Functionality Description

SNIF report to include column for contract BID

The External SNIF Output Report will include a Contract Bill-to ID column, which will appear before the Contract Bill-to Name column.

Users who have macros that are customized for the old SNIF report need to reconfigure their macros to accommodate the extra column.

Customization of rows and columns in reports available under General tab

When a user clicks the Reports sub menu under the General tab, the following report is displayed, and the report can be downloaded in the “Standard” format or a “Customized” format:

Order Completion Summary Report (1-Tier reseller)

The Customized format allows users to select which header-level and line-level attributes are included in the reports.

What the Change Means for Users:

Users can now download reports with only the rows and columns that they need rather than waiting for the reports to be sent to them by email.

Outgoing emails audit log and distributor and reseller versions of Order Completion Summary Report available

All users can pull the following report from the Reports sub menu under the General tab:

Order Completion Summary Report (1-Tier reseller)

The system now tracks when the Quote Acknowledgement Report and Order Completion Summary Report are sent by email. The information is available in the Activity Log on the History screen in Standard Quoting.




60-30 Renew on Time—

External macros run on

SNIF reports

A potential risk may occur if the customer’s Excel macros calculate an overdue duration based on the Service End Date as 60 days. This applies to all Excel macros that are calculated with an overdue status duration of 60 days.

Users will have to adjust their macros to 30 days to calculate an overdue duration based on the Service End Date.

Multilanguage support environment

A number of additional user interface (UI) elements can now be displayed in Spanish, French, and Japanese (Kanji).

Quote, Order, and Invoice


Next Gen Service

Configuration:

simplify services

orderability—

nonstandard duration

This change gives internal and external users the ability to quote for nonstandard duration in Cisco Service Contract Center with a valid nonstandard deal ID.


This change also mandates deal IDs and flags quotes with a line exceeding nonstandard duration; thus quotes will not become valid without a valid nonstandard deal ID or an altered end date.

Inflight quotes in valid status will not be impacted if submitted for ordering as is. If a user makes any edits or the quote fails order submission due to any other validations, Cisco Service Contract Center will mandate the deal ID once Validate and Save is complete.

Order: service contract

enhancements in Cisco

Commerce Workspace


Two enhancements have been made to the service contract experience:

When a service is entitled on a contract, partners are automatically granted contract access for service orders that are placed in Cisco Commerce Workspace. Email notifications are sent to the person who submitted the order and to any reseller contacts.

Target contract validation rules in Cisco Commerce Workspace are now aligned with Cisco Service Contract Center.


Partners no longer have to open a case to request access to service contracts, saving time during the service ordering process. If for some reason their access is not granted, partners should contact Customer Support as they do currently. Aligning validation rules provides consistent ordering between Cisco Commerce Workspace and Cisco Service Contract Center to improve customer productivity and satisfaction.

Note: This change is also referenced in the Cisco Commerce Workspace section of this guide.





Rebate Engine and PMC

calculate rebate metrics

The Rebate Engine picks up the rebate percentage from PMC and ties it to the eligible bookings data, which results in the total Rebate Payment to the partner.

Items that should not be referred to during this period:

1. Renewal Rate (RR)

2. Rebate Percentage

3. The Rebate Payment


Performance Metrics

Central (PMC)

The current 60-day Look Back period will transition to the New Entitlement-based renewal.

Since Performance Metrics Central (PMC) can only calculate the renewals rate (RR) one way, Cisco will not be able to turn on the new logic until after the 60-day look back for Q2FY14 is completed. This will happen early in the second week of April 2014. This means that an accurate Q3FY14 renewal rate opportunity for partners cannot be published until the beginning of the third week in April, resulting in significant unavoidable challenges. PMC will be impacted in the following ways:

1. PMC will need to implement some reporting to mitigate the transition. There is no way Cisco can present a correct scorecard in Q3FY14 until very late in the quarter.

2. PMC will add an enhancement to extend the renewal time that is available to partners in cases where Cisco uses the Service Agreement Expiration (SAE) Hold process to extend entitlement for end customers.


PMC: Renewal rate

promotion and 60-day

look-back promotion

The active renewals rate (RR) promotion will be valid from now through January 2014 and incentivizes partners to renew contracts during the 60-day renewal. Cisco will continue to provide 60 days of look-back RR benefits for Q1 and Q2 FY14, and will change the benefit to reflect the equivalent of a 30-day look-back period from Q3FY14 (January 26, 2014) going forward. Around the same time, Cisco will launch an updated view of the Rebate Rate metrics that will automatically include the intended benefits of a “30-day look-back view.” This enhancement will have two major benefits to partners:

a. Partners will be able to see the metrics result including the “look-back-equivalent” benefit on their PMC scorecard.

b. The rebate benefit will be available during the payment cycle for the current quarter—and no longer be delayed by a quarter as a result of a “look-back period.”




60-30 Renew on Time— SCC for Indirect Resellers and Distributors (SMS3) Renewal Business Summary (RBS)

SCC for Indirect Resellers and Distributors (SMS3) Renewal Business Summary (RBS) is being retired; therefore, no updates to RBS will reflect the Overdue Status Duration for all Service Levels to 30 days.

Resellers will not be able to read Cisco Service Opportunity through SCC for Indirect Resellers and Distributors (SMS3) RBS after September 8.


POM The Partner Opportunity Management (POM) screens and user documentation will be updated with the 60-30 “New” overdue status change.

Automatically fix install

site error when install

site is in inactive or on-

hold status

This enhancement improves quote address validation by automatically fixing the install site error if the install site is inactive or has an on-hold status. The change allows users to assign an active site ID while creating a quote.

Quoting error details in

a single window This change provides a single Validate and Save button with a drop-down menu that

displays online and offline options for the Quote Summary Details, Line Item and

Pricing, and Error Details pages. Additional line information is in the Error Details pop-

up window. Users can edit attributes, such as dates, install site, contract, and service

level, or delete a line in the pop-up window.

Internal start date

override capability for

UCSS transactions

Customers who are renewing legacy Unified Communications Software Subscriptions (UCSS) are able to use a retroactive begin date through an internal override to align with the renewal of the essential software service (ESW) level.

Unrounded unit net

price in pricing and

discounting service

This change aligns the pricing and discounting service with Cisco Service Contract Center and SCC for Indirect Resellers and Distributors (SMS3), and ensures that the service line that is transacted from Cisco Service Contract Center, SMS3, and Cisco Commerce Workspace will have the same net price.

When no other currency rounding rule exists, the unit net price rounded to two (2) decimal places will be used for the calculation of extended net price. The unit net price will be rounded up to the whole decimal for currency in Japan (Japanese yen or JPY) and in South Korea (South Korean won or KRW), which will be used for the calculation of extended net price. The pricing and discounting service will send the unit net price in both formats (rounded and unrounded) so tools can leverage them appropriately for user interface purposes.

Quick and Standard Quoting Only





Changes in UCSS and Term and Content SKUs automation for One Time Non-Standard Deal IDs

Deal ID discounts have been automated for Unified Communication Software Subscription (UCSS) and Term and Content SKUs for One Time Non Standard Deals.

Product Miscellaneous lines will not have discounts applied to UCSS and Term and Content lines.

Quotes without Technical Services lines (i.e., standalone License and Subscription lines) will not have discounts applied automatically. A support case is still required for discounts to be applied.

Previously, only Reusable Non Standard Deal (RNSD) ID discounts were automated for Term and Content and UCSS quote lines.

Partner validation between deal ID and Cisco Service Contract Center quote

The system validates if the partner or reseller on the Cisco Service Contract Center quote is present on the deal ID on One Time Non-Standard Deals and Standard Deals. The discount is not applied if the partner or reseller does not match on the Cisco Service Contract Center quote and the deal ID.

For RNSDs and Global Partner Network (GPN) deals, partner validation occurs for APJC. APJC users see a hard-stop error that invalidates the quote if the partner validation fails.

Note: This may result in an increased volume in Customer Partner Experience (CPE) support cases. CPE agents are able to override the hard-stop error that occurs if the validation fails.

Changes in Re-Price Quote

A Re-Price Quote option has been added to the Action drop-down list in Standard Quoting to update the quote with the latest discounts. When the Re-Price Quote option is selected, a warning pop-up window appears letting the user know there will be a price-impacting change. Upon Validate and Save in Standard Quoting, the quote will be re-priced.

If an external user selects the Re-Price Quote option, that function removes any manual overrides on the quote.

Previously, users had to remove the deal ID or ePromo, perform Validate and Save, re-enter the same deal ID or ePromo, and perform Validate and Save again to update the quotes with the latest pricing.

Refine and reword ePromo error messages

ePromo code error messages have been updated to provide the reason ePromo discounts are not being applied and display recommended actions the user should take to correct the errors.

Previously, discounts were not applied and no explanation was given to the user to explain the reason for the errors. As a result, users were submitting support cases to get clarification on these errors.




Changes in certain service levels to a three-year duration when adding lines in Quick and Standard Quoting

The following service levels default to three-year duration when a user adds lines in Quick Quoting and Standard Quoting. “One Time Minimum Duration” overrides will not be given for these service levels. If users try to change the duration from three years, they get a hard-stop error:

OEM PARTNER SUPPORT – OEM3

UCS ENTERPRISE SUPPORT W DRIVE RETENTION – USD73, USD53

UCS SUPPORT 3YR – US73, US53

SC SMB SUP – SBSP, SBSN

SBS 8X5XNBD 3 YR – SBS4, SBS

BASIC MAINTENANCE SERVICE – BMS

CISCO MAINTENANCE SUPPORT – CMSN3, CMSR3, CMSS3

SMARTNET 3 YR PROGRAM – SNT3

South Sudan enabled South Sudan is being enabled in Cisco’s Enterprise Resource Planning (ERP) system because it is a country that is recognized by the United Nations (UN). It will be added to the Pricing list and given full functionality in Cisco Service Contract Center.

It will be added as an option in the Install Site Country and Country drop-down menus.

Contract Management


3-Way RMA—RMA

entitlement program Partners and customers who register for the Return Materials Authorization (RMA) entitlement program can open a 3-Way RMA by providing spare product information. External users can register for this program at any time by contacting their partner support development manager.

Partners and customers who swap a defective product with a spare product from their spare inventory, but do not want a replacement product from Cisco, can use the Edit Serial Number Without Replacement feature to update their contracts.

3-Way RMA—Edit Serial

Number Without

Replacement option on

Edit Serial

Number/Product

Authorization Key (PAK)

Number screen

“Edit Serial Number Without Replacement" gives external and internal users the ability to perform a contract swap between a defective product and a spare product if they do not want to file an RMA to get a replacement product after swapping a defective product with their spare inventory.

The defective product serial number and spare product serial number should pass new 3-Way RMA validations to perform a contract swap.

The option for 3-Way RMA Without Replacement is available on the Edit Serial Number / PAK Number screen.

Note: This feature is only available to partners and customers who have registered for the RMA Entitlement Program. Users can register at any time by contacting their partner support development manager.

Cisco Commerce Workspace Impacts





Build and Price Build and Price Tool Available for Partners

All partners now have access to Build and Price, the Cisco estimating tool, through a link that is integrated into the Cisco Commerce Workspace home page, in the Quick Links portlet.

The Build and Price tool is also available to guest users (a nondirect customer who buys from a reseller and does not have a login), who have a different view of Build and Price from partners and distributors. Guest users can only configure assemble-to-order, multiline, and solution bundles. They do not have visibility into any pricing information, except for the manufacturer’s suggested retail price (MSRP) of the three types of aforementioned bundles.


The Build and Price tool offers a convenient shopping cart experience where users can browse through products and services to learn about Cisco offerings. Partners can configure their own solutions, view pricing to compare with competitors, and generate an estimate early in the sales cycle to share with their account managers or transfer to Cisco Commerce Workspace.

Q1FY14 Release Training

Configuration

Flexible Service Duration in NextGen Configurator

In the NextGen Configurator, users can select any technical service duration between 12 and 36 months (for example, 14, 21, and 32). Previously, only standard durations in multiples of twelve (for example, 12, 24, and 36 months) were available for Technical Services.


Providing flexible timeframes on Technical Services contracts allows Cisco to align service offerings more closely with customer business requirements.

General Enhancements in NextGen Configurator

New features and improvements to existing features, that customers have requested, have been implemented in NextGen Configurator.


Product descriptions are more detailed where applicable and country-specific validations ensure that the correct power cables are added to configurations.

Guided System Selling Enhancements

User experience enhancements have been made to Guided System Selling (GSS) that allow users to follow recommendations for multiple product options, with descriptions that facilitate configuring their solutions.

http://www.cisco.com/E-Learning/gbo-ccw/cdc_bulk/CCW_Q1FY14_September_Release/Build_and_Price_Tool_Instructor_Led_Training_for_Partners_and_Distributors.pdf





The design improvements in GSS make it easier for users to select ideal product-

based recommendations (good, better, best). Additionally, they can now access GSS

through the Cisco Build and Price tool and convert a bill of materials (BOM) into an

estimate.

Quote Cisco Capital Financing Options Enabled in Quoting Tools for U.S. and Canada

All approved non-Reusable Non-Standard Discount (non-RNSD) quotes for U.S. and Canadian customers and partners that are initiated from Cisco Commerce Workspace or the Build and Price tool now contain leasing information as an alternative financing option.


Providing lease quotes, along with purchase quotes, offers customers an alternative payment method that can create profitable growth and customer loyalty through financing.

Enterprise License Agreement Orderability

With the expansion of the quantity field from 6 digits to 9 digits, Cisco Commerce Workspace now supports Enterprise License Agreement orders. Previously, these types of orders could only be placed in Ordering Tool due to the field size limitation.


All ordering can be done on a single commerce platform, Cisco Commerce Workspace.

Order

Change Order Functionality

Change order functionality allows partners to submit change requests at the line level and order level, giving them self-service capability and shorter cycle times. A Change Order button and a Cancel Entire Order link is visible on the View Status screen if the user is eligible to request changes on the order and the order is in an appropriate status for updating.


Eligible partners can submit requests quickly and easily without having to call customer service or send an authorization request by mail or fax, enhancing the user experience. Adding change order functionality closes the gap between the Change Order Tool and Cisco Commerce Workspace in preparation for the retirement of Change Order Tool.

Flexible Service Start Delay—U.S. and Canada

Flexible Service Start Delay is a new ordering feature in Cisco Commerce Workspace that allows Cisco Services Partner Program 1-Tier partners to order product and services in a single transaction while delaying the service start date by up to 60 days.





This option allows the alignment of service activation with product implementation, as well as the added benefit for customers of deferring invoicing until the service start date. Flexible Service Start Delay is being released in a phased approach globally and is currently available to Cisco Services Partner Program U.S. and Canadian 1-Tier partners.

Cisco.com Aged Account Summary Capabilities Enabled

Additional functionalities from the Cisco Commerce Invoice Tool and Aged Account Summary Tool have been introduced into Cisco Commerce Workspace. These changes continue the effort to migrate functionality from those tools to Cisco Commerce Workspace that began in May 2013.


Users can access account summary information from the Workspace Search Portlet and Invoice Portlet of the Cisco Commerce Workspace homepage. Users will also be able to create and view disputes as well as generate copies of invoices as needed. This self-service functionality introduces the efficiency of electronic invoices versus paper invoices.


Two enhancements have been made to the service contract experience:

When a service is entitled on a contract, partners are automatically granted contract access for service orders that are placed in Cisco Commerce Workspace. Email notifications are sent to the person who submitted the order and to any reseller contacts.

Target contract validation rules in Cisco Commerce Workspace are now aligned with Cisco Service Contract Center.


Partners no longer have to open a case to request access to service contracts, saving time during the service ordering process. If for some reason their access is not granted, partners should contact Customer Support as they do currently. Aligning validation rules provides consistent ordering between Cisco Commerce Workspace, Ordering Tool, and Cisco Service Contract Center to improve customer productivity and satisfaction.

Quantity Change Limits for Reopened Deals

Cisco Commerce Workspace now provides guidance as to when lines of an order can be modified. If a line has passed the point of sale, the system notifies the user that transactions have occurred on the quote through distribution and thus cannot be changed.


Partners will see guiding messages if they try to reduce the quantity on a reopened deal below the quantity at point of sale.




Try and Buy Invoicing Changes (European Union [EU] Countries Only)

A new EU tax law requires invoices for equipment that is ordered through a Try and Buy (TAB) program to be issued upon shipment and not after the trial period ends. Previously, TAB invoices were created after the customer accepted the equipment.

Note: This change will be implemented with the October monthly release scheduled for October 6, 2013.


To support this change, all users enrolled in the TAB program will be required to accept the invoicing policy changes in the program terms and conditions (T&Cs) in order to continue placing TAB orders. Users enrolled in the TAB program will be notified by email to reaccept the terms and conditions in the Partner Program Enrollment Tool (PPE) in order to continue placing TAB orders.

Expansion of Taxability Options Definitions

Expanded taxability definitions that describe the type of tax treatments are now available in the Billing tab.


Clearer taxability definitions of the available options for “Intended Use” under the

Billing tab can help users to make the appropriate selection in the taxability drop-down

field and avoid incorrect tax treatment of their orders.

Cross-Functional

Commerce Tool Retirement Update

Effective in September, three Cisco commerce tools will be retired: Ordering Tool, Dynamic Configuration Tool, and Pricing Tool. Access to these tools will be restricted in a phased manner. Functionality to replace these tools has been incorporated into Cisco Commerce Workspace. Access to Pricing Tool and Ordering Tool is now restricted to internal users only, and Ordering Tool access for internal users will be restricted as of September 30. Dynamic Configuration Tool (DCT) and Pricing Tool will continue to be available to internal users until all partners are deactivated from these tools.


Cisco Commerce Workspace continues to broaden its capabilities to make it the single platform that users need to transact the end-to-end quote-to-order process.

Cisco Commerce Workspace User Interface Design Update

The user interface design of Cisco Commerce Workspace has been updated, with more creative use of colors to increase visibility and highlight differences, improved field labeling to create a more intuitive, Internet-standard experience, and broadened browser compatibility, including enhanced searching capabilities.





While functions and processes remain the same, the new design refreshes the five-year-old Cisco Commerce Workspace interface to make it feel more like what users experience on other major Internet commerce sites and provide a more consistent user experience across the pages.

Enhanced Lead-Time Information

Cisco Commerce Workspace includes a lead-time search function based on the features of the Cisco.com Lead Times tool. Users can search by product family or specific products, and obtain and download or email all product and lead-time information. Lead-time information is also displayed when users search for products in the Cisco Commerce Workspace portlet.


Users no longer need to go to a separate tool to find lead-time information and more work can be done completely within Cisco Commerce Workspace because all features from the Lead Times Tool are now incorporated there.

Improved Visibility to Trade Agreement Act (TAA) Product IDs (PIDs)—U.S. Only

Federal partners in the U.S. only can order approximately 200 TAA product PIDs that correspond to non-TAA versions to better distinguish the route for supply chain fulfillment. This change also improves upfront TAA messaging to customers in the configuration, quote, or order process. System messaging alerts TAA/Federal and non-Federal users about the availability of the PIDs that are appropriate for their use.


Improved visibility to TAA product offerings, combined with upfront messaging, can help to eliminate the need for rework when a user is quoting and ordering TAA/Federal transactions where TAA compliance is required. Users can now import TAA-related estimates into the quote and order functions.

Ordering Capability for Other Storage Manufacturing (OSM) Partners

OSM partners can now order products and services for durations greater than 36 months through Cisco Commerce Workspace, as well as receive full discounting on services.


OSM is a product category offered by Cisco. Because OSM partners do not align to account managers, this change allows these partners to order for themselves without going through the nonstandard process. Previously, OSM partners were unable to obtain nonstandard products and services on an order and were required to use Ordering Tool.

Cisco Service Partner Program

Quote, Order, and Invoice





Access management fix

for 1.5-Tier partner role Currently, 1.5-Tier partners who migrate from Shared Support to the Cisco Services Partner Program experience a loss of their 1.5 ordering access for services. As part of the Q1FY14 release, Access Management now retains the 1.5-Tier partner role, provided that the partner held this role before the most recent update and that all other criteria for the 1.5-Tier role are met.


Retention of the 1.5 Tier partner role when such a partner migrates to Cisco Services Partner Program.

Reduced number of support cases for dropped 1.5 partner roles

Improved ease of doing business with Cisco

Support, Training, and Reference Information

Support After the Release

Support (サポート)

Release Training and Reference Information

Cisco Service Contract Center – Q1FY14 Release Training (External Only)

Operations Exchange - Cisco Service Contract Center (External Version)

Cisco Commerce Workspace Training and Reference Information

Support After the Release

Operations Exchange – Get Help (External Version)

Release Training and Reference Information

Cisco Commerce Workspace Partner Central (External Version)

Operations Exchange - CCW (External Version)

http://www.cisco.com/go/cs

https://tools.cisco.com/RPF/register/register.do

http://wwwin.cisco.com/training/e-learning/prod/cms/content/gfo-cscc-training/September_2013_Release/CSCC_Release_Update_Training_September_8_2013_Externals.pdf

http://forums.cisco.com/ecom/web/service-support-center

http://forums.cisco.com/ecom/web/operations-exchange/ccw

http://www.cisco.com/web/partners/events/commerce_workspace.html

http://forums.cisco.com/ecom/web/operations-exchange/ccw

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