SNTC May 7 - Simple Steps to Saving Time on TAC Calls
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Cisco Confidential 1 © 2015 Cisco and/or its affiliates. All rights reserved. Cisco Smart Net Total Care Simple Steps to Saving Time on TAC Calls Presented by: Mark Stallings
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Transcript of SNTC May 7 - Simple Steps to Saving Time on TAC Calls
Cisco Confidential 1© 2015 Cisco and/or its affiliates. All rights reserved.
Cisco Smart Net Total CareSimple Steps to Saving Time on TAC Calls
Presented by:Mark Stallings
Cisco Confidential 2© 2015 Cisco and/or its affiliates. All rights reserved.
Upcoming Sessions
Decrease Network Risk
with Alert Management
On Demand:
Network Forecasting: Useful Tools to Plan Ahead
June 4
Get Visibility into Your Network
On Demand:
Cisco Confidential 3© 2015 Cisco and/or its affiliates. All rights reserved.
Today’s Session Will Focus On:
Best Practices for StreamliningCisco Technical Assistance Center (TAC) Calls
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Easily Locate Device Information
Device Serial Number
Product ID
Product Family
OS Version
Device Location
IP Address
AND MORE
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Easily Verify Support Entitlement
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How do you typically open a TAC case today?
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Preparing for TAC
In 2 out of 3 cases, your Cisco engineer will need to requestadditional device information when you open a TAC case.
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Preparing for TAC
Easily ensure you have the right level of service coverage
Are my devices covered bythe right contract?
How can I make contract management less difficult
and time consuming?
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Quickly Verify Contract Information
Contract status Devices that are not covered and at risk
Contract dates Reduce the numberof contracts to manage
Easily View Simplify
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Device Information
Product ID Product familyDevice Serial
NumberDevice
ConfigurationDevice
LocationOS Version
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Device Information
Pinpoint the impacted devices or
software
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Customer Satisfaction: Time Savings
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Customer Satisfaction: Risk Management
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SmartData Advantage: Faster Problem Resolution
Reduce TAC Cases
The majority of TAC cases are related to configuration changes or hardware failures.
• SmartData Advantage is a built-in capability that is available with your Smart Net Total Care Service.
• SmartData Advantage can reduce your TAC case resolution time and effort by leveraging device data collected from your network via SNTC.
• Your Smart Net Total Care TSE will help to enable SmartData Advantage during deployment, if you choose… you are in control.
ConfigurationAssistance Hardware
Failure
Other
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SmartData Advantage: Faster Problem Resolution
Why should you activate SDA?
• Save time and effort. In 2 out of 3 cases, your Cisco engineer will need to request additional device information when you open a TAC case. Once configured, SDA automatically provides your Cisco engineer access to relevant device information when you open a TAC case, saving your team time and effort.
• It’s free. As a Smart Net Total Care user, you’re entitled to SDA at no charge
Our users have reported up to 39% fastertime to case resolution when using SDA.
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Learn More About SmartData Advantage
SDA Video Overview SDA Activation Demo
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Get a Personalized Demo
Questions? Contact us today @[email protected]
Schedule a Demo today!demand.cisco.com/SNTC3
Cisco Confidential 18© 2015 Cisco and/or its affiliates. All rights reserved.
Thank You
