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Cisco Confidential 1© 2015 Cisco and/or its affiliates. All rights reserved.
Simple Steps to
Saving Time on TAC Calls
Pres...
Cisco Confidential 2© 2015 Cisco and/or its affiliates. All rights reserved.
Today’s Session Will Focus On:
Best Practices...
Cisco Confidential 3© 2015 Cisco and/or its affiliates. All rights reserved.
Preparing for TAC
In 2 out of 3 cases, your C...
Cisco Confidential 4© 2015 Cisco and/or its affiliates. All rights reserved.
When you initiate a TAC case,
what’s the firs...
Cisco Confidential 5© 2015 Cisco and/or its affiliates. All rights reserved.
Verify Support Entitlement
Start by gathering...
Cisco Confidential 6© 2015 Cisco and/or its affiliates. All rights reserved.
Gather Device & Contract Information
 Produc...
Cisco Confidential 7© 2015 Cisco and/or its affiliates. All rights reserved.
Gather Device & Contract Information
 Device...
Cisco Confidential 8© 2015 Cisco and/or its affiliates. All rights reserved.
Verify Support Entitlement
Quickly verify you...
Cisco Confidential 9© 2015 Cisco and/or its affiliates. All rights reserved.
How do you typically open a TAC case today?
Cisco Confidential 10© 2015 Cisco and/or its affiliates. All rights reserved.
Smart Net Total Care
Smart Net Total Care ma...
Cisco Confidential 11© 2015 Cisco and/or its affiliates. All rights reserved.
Easily Verify Support Entitlement
Cisco Confidential 12© 2015 Cisco and/or its affiliates. All rights reserved.
Device Information
Cisco Confidential 13© 2015 Cisco and/or its affiliates. All rights reserved.
STNC Dashboards
Pinpoint the impacted
device...
Cisco Confidential 14© 2015 Cisco and/or its affiliates. All rights reserved.
SmartData Advantage: Faster Problem Resoluti...
Cisco Confidential 15© 2015 Cisco and/or its affiliates. All rights reserved.
SmartData Advantage: Faster Problem Resoluti...
Cisco Confidential 16© 2015 Cisco and/or its affiliates. All rights reserved.
Learn More About SmartData Advantage
SDA Vid...
Cisco Confidential 17© 2015 Cisco and/or its affiliates. All rights reserved.
Learn More About Network Support Automation
...
Cisco Confidential 18© 2015 Cisco and/or its affiliates. All rights reserved.
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Simple Steps to Saving Time on TAC Calls

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Although everyone tries to proactively prevent issues with the network, at some point, you usually will need to deal with the Technical Assistance Center (TAC). Having the right information available for the TAC will help to target your issue and your coverage. In this session, you will learn:
• How automating your inventory helps to speed time to resolution
• How to improve your interaction with the TAC

Published in: Technology
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Simple Steps to Saving Time on TAC Calls

  1. 1. Cisco Confidential 1© 2015 Cisco and/or its affiliates. All rights reserved. Simple Steps to Saving Time on TAC Calls Presented by: Gary Blandino
  2. 2. Cisco Confidential 2© 2015 Cisco and/or its affiliates. All rights reserved. Today’s Session Will Focus On: Best Practices for Streamlining Cisco Technical Assistance Center (TAC) Calls
  3. 3. Cisco Confidential 3© 2015 Cisco and/or its affiliates. All rights reserved. Preparing for TAC In 2 out of 3 cases, your Cisco engineer will need to request additional device information when you open a TAC case.
  4. 4. Cisco Confidential 4© 2015 Cisco and/or its affiliates. All rights reserved. When you initiate a TAC case, what’s the first thing you do?
  5. 5. Cisco Confidential 5© 2015 Cisco and/or its affiliates. All rights reserved. Verify Support Entitlement Start by gathering the information Cisco TAC will need to verify entitlement and open a case.
  6. 6. Cisco Confidential 6© 2015 Cisco and/or its affiliates. All rights reserved. Gather Device & Contract Information  Product ID  Product family Service Contract Number  Device Serial Number Capture this device and contract information before talking with a Cisco TAC engineer.
  7. 7. Cisco Confidential 7© 2015 Cisco and/or its affiliates. All rights reserved. Gather Device & Contract Information  Device Location  OS Version  Device Configuration IP Address
  8. 8. Cisco Confidential 8© 2015 Cisco and/or its affiliates. All rights reserved. Verify Support Entitlement Quickly verify your support entitlement and open your TAC case.
  9. 9. Cisco Confidential 9© 2015 Cisco and/or its affiliates. All rights reserved. How do you typically open a TAC case today?
  10. 10. Cisco Confidential 10© 2015 Cisco and/or its affiliates. All rights reserved. Smart Net Total Care Smart Net Total Care makes is easy to find all of the information you need to open your case.  Device Serial Number  Product ID  Product Family  OS Version  Device Location  IP Address
  11. 11. Cisco Confidential 11© 2015 Cisco and/or its affiliates. All rights reserved. Easily Verify Support Entitlement
  12. 12. Cisco Confidential 12© 2015 Cisco and/or its affiliates. All rights reserved. Device Information
  13. 13. Cisco Confidential 13© 2015 Cisco and/or its affiliates. All rights reserved. STNC Dashboards Pinpoint the impacted devices or software
  14. 14. Cisco Confidential 14© 2015 Cisco and/or its affiliates. All rights reserved. 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. Configuration Assistance Hardware Failure Other
  15. 15. Cisco Confidential 15© 2015 Cisco and/or its affiliates. All rights reserved. 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% faster time to case resolution when using SDA.
  16. 16. Cisco Confidential 16© 2015 Cisco and/or its affiliates. All rights reserved. Learn More About SmartData Advantage SDA Video Overview
  17. 17. Cisco Confidential 17© 2015 Cisco and/or its affiliates. All rights reserved. Learn More About Network Support Automation REQUEST DEMOWatch Webinar Download E-Book
  18. 18. Cisco Confidential 18© 2015 Cisco and/or its affiliates. All rights reserved. Thank You

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