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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
Cisco Confidential 4© 2015 Cisco and/or its affiliates. All rights reserved.
Easily Locate Device Information
Device Serial Number
Product ID
Product Family
OS Version
Device Location
IP Address
AND MORE
Cisco Confidential 5© 2015 Cisco and/or its affiliates. All rights reserved.
Easily Verify Support Entitlement
Cisco Confidential 6© 2015 Cisco and/or its affiliates. All rights reserved.
How do you typically open a TAC case today?
Cisco Confidential 7© 2015 Cisco and/or its affiliates. All rights reserved.
Preparing for TAC
In 2 out of 3 cases, your Cisco engineer will need to requestadditional device information when you open a TAC case.
Cisco Confidential 8© 2015 Cisco and/or its affiliates. All rights reserved.
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?
Cisco Confidential 9© 2015 Cisco and/or its affiliates. All rights reserved.
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
Cisco Confidential 10© 2015 Cisco and/or its affiliates. All rights reserved.
Device Information
Product ID Product familyDevice Serial
NumberDevice
ConfigurationDevice
LocationOS Version
Cisco Confidential 11© 2015 Cisco and/or its affiliates. All rights reserved.
Device Information
Pinpoint the impacted devices or
software
Cisco Confidential 12© 2015 Cisco and/or its affiliates. All rights reserved.
Customer Satisfaction: Time Savings
Cisco Confidential 13© 2015 Cisco and/or its affiliates. All rights reserved.
Customer Satisfaction: Risk Management
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.
ConfigurationAssistance Hardware
Failure
Other
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% fastertime to case resolution when using SDA.
Cisco Confidential 16© 2015 Cisco and/or its affiliates. All rights reserved.
Learn More About SmartData Advantage
SDA Video Overview SDA Activation Demo
Cisco Confidential 17© 2015 Cisco and/or its affiliates. All rights reserved.
Get a Personalized Demo
Questions? Contact us today @smarttalk@external.cisco.com
Schedule a Demo today!demand.cisco.com/SNTC3
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