Six Ways to Take Advantage of Cisco Automated Technical Support
6 Ways to Take Advantage of
Cisco Automated Technical
“Support Automation” has been a promise for some
time. We’re now living the reality. So real, that we
often don’t even acknowledge how ubiquitous
support automation has become in our personal
lives, whether it is pre-filled online forms or
customized recommendations automatically pushed
to us based on previously expressed interests in our
Think back a few years and ask yourself, How much is this support
website or mobile app automatically doing today that I used to do
on my own? Chances are, quite a bit, especially if you’re using Cisco
smart services to help keep your network running smoothly. But are
you aware of all the Cisco automation tools available to you and/or
are you optimizing their full utility?
Here’s a list of six of our most frequently used support automation
tools and how they can help ensure network performance, even as
they accelerate issue resolution. Best of all, the resources are all
included standard with your Cisco support contract. Scan the list to
make sure you’re taking full advantage of each. And then share
them with your colleagues who might also benefit.
But what about support automation in our work lives?
Cisco is continuously enhancing the Cisco Support
Website for greater personalization. The home page is
designed for optimum display across all your Cisco
network devices. Log in and you’ll find quick links to
comprehensive support content that lets you –
• View all your cases and open a new case;
• See your software history and applicable new
releases and take advantage of “one-click”
• Use My Devices to retrieve support and contract
information for your network devices;
• Go directly to product content you’ve frequented.
1. My Support: Your Go-To Cisco Service Resource
“Perfect! I know quickly when my equipment will be End
of Support and how many are without contracts…My
Devices is now my favorite tool!”
─ Philippe M., Orange, S.A., France
The My Devices feature, available using either the
Support website or the Cisco Tech Support mobile app,
lets you assemble both support and service contract
essentials for all your Cisco network devices, and display
the information graphically for easy reference.
You can compile device lists by entering product serial
numbers or scanning bar codes with a smartphone…or
even upload a bulk list using a CSV file.
2. My Devices: All Your Support Essentials in One Place
“You just made my purchasing manager’s day.”
“This has drastically reduced the time it takes for us to do
─ Customer reaction, Cisco Live!
Complementing the website’s My Support feature is the
Tools Catalog, home to forty-five tools designed to
speed-up support tasks.
The Device Coverage Checker acts as a My Devices
“express” feature: It gives you an on-demand view of
coverage on any device simply by entering or scanning a
serial number. Using My Devices, you can have a
persistent view of your complete installed base.
3. Device Coverage Checker
“Your new tools save me time and help me troubleshoot,
so that I don’t have to open as many TAC cases.”
─ Online customer feedback
The Tools Catalog offers you ten new specialized tools
sourced from the TAC.
While applications like IP Sec Calculator and Firewall Top
Talkers don’t cover the wide swath of products as the Bug
Search Tool, each helps you complete key surgical tasks
that TAC engineers perform frequently.
For example, you can determine which users are
contributing most to network slowdowns (Netdr Parser)
or get to the bottom of issues like choppy audio or voice
drops on a call (Voice Debug Lookup).
4. Self-Automation: Tools to Resolve Issues Faster
“Just tried the new CLI Analyzer today and it is wonderful.”
─ John W., Network Lead, Technologies Inc., USA
The Command Line Interface (CLI) Analyzer has just
been expanded to include Cisco IOS and Adaptive
Security Appliance, and will soon be expanded to cover
other Cisco product lines. The CLI Analyzer is a Secure
Shell (SSH) client that allows you to remotely connect to
your device in a session and harnesses TAC knowledge
scripts to automate diagnostics and troubleshooting.
The Analyzer equips you to take remedial action
immediately or, if the case is severe, open a case with
the TAC that includes Analyzer output.
5. The Command Line Interface (CLI) Analyzer
“Works perfectly for what I need to see. Thanks Cisco for
letting me take my work wherever I go.”
─ Todd S. Winder, Amazon.com review
Replete with custom features for managing support
cases, checking service coverage, remediating bugs and
seeing TAC solutions, the Cisco Tech Support mobile app
also takes advantage of mobile virtues like portability,
voice interaction, scanning and location services.
For example, you can use smart phone bar code
scanning and GPS to send Cisco information for a
particular device. You can also opt for support and
service contract notifications, and directly connect with
your assigned TAC engineer regarding a support case.
6. The Cisco Technical Support Mobile Application
Your Automated Support
Future: Make a Wish
We are always percolating enhanced support ideas in
close consultation with Cisco customers and partners,
and stepping up automation across all digital channels
– web, mobile, APIs, machine-to-machine, and others
we are still exploring.
What’s on your wish list for a more streamlined,
automated support experience? Send me your ideas.
I’ll make sure our development team considers them.
Thanks for your input!
VP, Platforms Automation & Customer Enablement