September 8 Release Update Training Externals€¦ · CSCC Release Update Training September 8, 2013 External Version Deal ID/ePromo will be automatically applied for Technical Services

© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

September 8th, 2013 Release Update Training


CSCC Release Update Training September 8, 2013 External Version

Estimates and Quotes

Contract Manager

General Enhancements



Pre-Release Situation

Post-Release Situation

Enhancement Summary

text

text

text

Bug Fixes

Demo or Exercise

Knowledge Check

Clickable Arrows



1. Multi-Language Support

2. Removal of Service Program Compatibility Validation Test

3. Changes to Reports: Column/Row Customization and Order Completion

Summary Report

4. SNIF Report Includes column for Contract Bill-to-ID

5. Audit History Log for User Role Changes

6. Browser Compatibility Updates

1. CSCC Quoting Error Details Management in a Single Window

2. Default Certain Service Levels to 3 Year Duration

3. Discount Automation for Quotes Requiring a Deal ID/ePromo Code

4. South Sudan Enabled

5. Non-Standard Contract Duration

1. 3-Way RMA

2. Auto Fix Inactive/On-Hold Install Sites

3. Automatic Contract Access

Estimates

&

Quotes

Contract

Manager

General

Cisco Confidential © 2013 Cisco and/or its affiliates. All rights reserved. 5 March 2011 Edition

Q&

O





CSCC Error Details pop-up is not

consistently formatted for different errors,

and requires user to exit out of Error

Details pop-up if they wish to edit the error

rather than use the current value or

preferred value in the error field.

Error Details pop-up will be enhanced to

create a single format for error messages, as

well as including functionality that permits in-

window editing, acting as a “one stop shop”

to review and correct errors.



1) User clicks Error icon on Error Details

page and CSCC Displays Error

Correction pop-up window.

2) In order to edit error, user must click

“Close Window”

3) User selects “Edit Line” from the

Action dropdown menu in the Error

Details page.

4) User makes necessary changes on

Edit Line Items pop-up window,

applies the line edits

5) Repeats the process with other

errors.

6) After they are finished with that, the

user clicks “Validate and Save” on

Error Detail Page to error check new

values.

Current process creates excessive

clicks and workflow for users!

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Error Correction pop-up page permits

user to edit error values from the Error

Correction pop-up.

This example allows the user to select

a date, using either the radio buttons,

or a pop-up calendar

New elements in the Error

Correction pop-up page: 1) Error Count

2) Serial/Instance/Product number

identifiers

3) Error Status



Picker option permits a separate pop-

up window to open for entries that may

require searching.



Error Correction Window allows for

deletion of lines without having to

navigate to the individual line items



After correcting errors, clicking

“Validate and Save” button will

generate a drop-down menu with

Online and Offline options.

These options retain “As-is”

functionality; they are simply

grouped into a single drop-down

menu now.



The following Service Levels will default to a 3 year duration when adding

lines in Standard Quoting: • 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

NOTE: One-Time Minimum Duration Overrides will not be given for these Service

Levels and a hard stop error will be thrown if users change the duration from 3

years.



Deal ID/ePromo will be automatically applied for Technical Services and

License and Subscription quotes if all the eligibility criteria have been

met. No support case will be opened.

When users enter a Deal ID or ePromo code on the CSCC quote, upon validation

of the quote, discounts will be automatically applied on eligible lines.

Exclusions for Deal IDs

Deal ID Discount application is not automated on the following types of quotes.

• Combined Services quotes

• Advanced Services quotes

Exclusions for ePromo Code

ePromo Code discount application is not automated on the following types of quotes.

• Combined Services quotes

• Advanced Services quotes

• Quotes with Program Promotions (For example, Opportunity Incentive Programs (OIP), Solution Incentive Programs (SIP). Program Promotions require an approval.)



Rules/Validations Required for Discount Automation for Deal ID

Rule/Validation

Required

for Line to

be Valid?

Quote Header

Level Error Type

Required for

Discount to be

Applied?

The Partner/Reseller on the quote is present on the

Deal ID for One Time Non-Standard Deals and

Standard Deals.

Yes Hard Stop Yes

APJC Only: The Partner/Reseller on the quote is

present on the above deals as well as Deal IDs for

Re-usable Non-Standard Deals and Global Partner

Network deals

Yes Hard Stop Yes

NOTE: To resolve hard stop errors listed above, enter an alternate Deal ID which meets the above listed validation criteria. Alternatively, advise the user to contact their Cisco Service Account Manager to obtain a valid Deal ID.



‘Re-Price Quote’ Option in the ‘Action’ dropdown

• Select ‘Re-Price Quote’ to update the quote with the latest discount.

• Once selected, you will receive a popup alerting you there will be a price impacting change.

Select ‘OK’ to re-price all lines on the quote.

NOTE: The quote needs to be in an valid or invalid status for the ‘Re-Price Quote’ menu option to appear.



‘Re-Price Quote’ Option in the ‘Action’ dropdown in Standard cont’d

• Once you click ‘OK,’ the price on the Quote Summary Details screen becomes zero

• The ‘Price Status’ in Line Items and Pricing becomes “Changed”

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‘Re-Price Quote’ Option in the ‘Action’ dropdown in Standard

• You will need to click ‘Validate and Save’ and ‘Refresh and Return to Quote’ for all changes to be

reflected.

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CSCC Release Update Training September 8, 2013 Internal

If any of the ePromo Code validations fail, the user will receive an error message.

Validation Header Level Error Message Informational/Hard

Stop Error

The Promotion has

expired.

The ePromo Code provided is either not active or the channel does not

match. Please provide an active ePromo Code which matches the channel on

the quote. If you wish to continue with a standard quote, please leave the

ePromo Code field blank and continue with the normal process.

1) Verify that you have entered the correct Promo Code, and if not, correct

your entry and revalidate the quote. If you are certain of your entry and the

problem persists, open a Support case for assistance.

2) The ePromo Code provided is not valid or the channel does not match .

Please check your entry and enter a valid ePromo Code which matches the

channel on the quote. If you wish to continue with a standard quote, please

leave the ePromo Code field blank and continue with the normal process.

3) Verify that you have entered the correct Promo Code, and if not, correct

your entry and revalidate the quote. If you are certain of your entry and the

problem persists, open a Support case for assistance.

Hard Stop

This promotion has not

started. Hard Stop

This buy method does

not meet the promotion's

requirements.

Hard Stop



If any of the ePromo Code validations fail, the user will receive an error message cont’d.

Validation Header Level Error Message Informational/Hard Stop Error

Line item's part did not match with the

promotion's part

The SKU in the Quote does not match the list of

eligible SKUs for the Promotion.

List of recommended action(s) –

1) Please enter a valid SKU eligible for the

Promotion. For more details, please refer to your

Promotion.

2) You may also use another promotion matching

the SKU's on your quote.

If no change is made to your quote, no promotional

discounts will be applied. You may also contact your

Cisco Account Manager for more details.

Informational

Line item ineligible for discount item

due to wrong quantity

The quantity selected on the Quote does not match

the eligible quantity on the Promotion.


1) Please enter a valid quantity which falls within the

minimum and maximum quantities defined in the

Promotion. For more details, please refer to your

Promotion.

Informational





Partner must be registered to use this

promotion.

The Partner on this quote is not eligible for this

Promotion.

List of recommended action(s) -

1) If applicable, please change the Partner on this

quote, or remove the Promotion to proceed.

For more details, please contact your Cisco Account

Manager.

Informational

The request does not match any

scenarios of certification,

specialization, and authorization

defined in the promotion.

This quote does not match any scenarios of

certification, specialization, authorization or intended

use as defined in the Promotion that you have

entered.


Please remove this Promotion to proceed with your

quote or contact your Cisco Account Manager for

further assistance.

Informational

The request does not match any

scenarios of certification,

specialization, authorization, and

intended use defined in the promotion.

Informational




Validation Header Level Error Message Informational/Hard Stop

Error

Transaction country does not meet the promotion's requirements

The currency designated on the quote does not match the currency selected on the promotion.

List of recommended action(s) - 1) Please change the currency on your quote or remove this

promotion in order to proceed.

For more details please contact your Cisco Account Manager.

Informational

The promotion does not have the specified theater

This Promotion is for use by Partners in specified Cisco Sales Regions.

The Partner region currently designated on your quote does not meet the promotion criteria.

List of recommended action(s) - 1) Please obtain another promotion applicable to your sales region,

or remove this promotion to proceed with your quote. For more

details, please contact your Cisco Account Manager.

Informational

The promotion does not have any of the specified countries

This Promotion is for use by Partners in specified Cisco Sales Regions.

The Partner region currently designated on your quote does not meet the promotion criteria.

List of recommended action(s) - 1) Please obtain another promotion applicable to your sales region,

or remove this promotion to proceed with your quote. For more

details, please contact your Cisco Account Manager.

Informational





The promotion does not have any

of the specified price lists The price list selected for this Partner's quote does not meet

the price list selected on the promotion.

Please check if the quote price list can be changed,

otherwise remove the promotion from the quote in order to

proceed.

Informational

Price List is not matching Informational

This promotion requires a

specified end user vertical market

The vertical market for this quote is unknown and is required

to meet the promotion criteria. Please work with the Cisco

Account Manager to create a promotion that does not

require the vertical market designation, or remove this

promotion to proceed.

Informational





The end customer size does not

meet the promotion's

requirements

The end customer size for this quote is unknown and is

required to meet the promotion criteria. Please work with

the Cisco Account Manager to create a promotion that does

not require the end customer size designation, or remove

this promotion to proceed.

Informational

The promotion does not have any

of the specified sales paths

The Sales Path currently designated on the quote does not

match the sales path selected on the promotion.

Please check if the sales path can be changed, otherwise

remove the promotion from the quote in order to proceed.

Informational

The promotion code does not

match the market segment

The market segment currently designated on the quote does

not match the market segment selected on the promotion.

Please check if the market segment can be changed,

otherwise remove the promotion from the quote in order to

proceed.

Informational

The promotion code does not

have any of the specified vertical

markets

The vertical market for this quote is unknown and is required

to meet the promotion criteria. Please work with the Cisco

Account Manager to create a promotion that does not

require the vertical market designation, or remove this

promotion to proceed.

Informational




Header Level Error Message Informational/Hard Stop Error

This fulfillment source does not meet the promotion's requirements. Informational

The promotion does not match the required pattern. Informational

The promotion does not have DART Visibility EXTERNAL or BOTH (External

and Internal). Informational

The promotion does not have any of the specified channel program

alignments. Informational

This promotion requires a specified end customer. Informational

The promotional discount applied not eligible due to invalid bundle criteria. Informational





The promotion is not stackable. Informational

The promotion is stackable. Informational

The promotion does not have any of the specified components. Informational

The promotion has a start date outside the specified range. Informational

The promotion has an end date outside the specified range. Informational

The promotion requires transaction approval. Informational

The promotion does not require transaction approval. Informational





The request has a auto apply flag which does not match the promotion. Informational

The requestor role does not meet the promotion's requirement. Informational

The promotion did not match the required account type. Informational

The promotion does not have any of the specified technology segments. Informational

The promotion does not have any of the specified types. Informational

User discount can not be more than promotion discount. Informational





The promotion does not have the specified status. Informational

The promotion requires deal registration. Informational

The family ID did not match with the promotion. Informational

All parts in a bundle must be purchased to receive the promotion discount. Informational

This promotion discount only all hardware products except refurbs. Informational

The promotion has the status that is specified by the promotion filter. Informational



Minor Enhancement Description

South Sudan is available to

select as a country in the

‘Install Site’ and ‘Country’

dropdowns and from the

Pricing List.





Quotes entered with a non-standard

service duration return an error and require

user to open a support case.

If the service duration on a quote falls within

the standard duration or below a maximum

non-standard duration, error will be

automatically overridden.



Quote Duration As-is Return As-is Resolution To-be Return To-be Resolution

12-36 months

(or other set standard

duration)

No error N/A No error N/A

>36-60 months

(or other set non-standard

duration)

SCDAT 5010 Open Support Case - If no Deal ID:

• SCDAT 5010

- If Standard Deal ID:

• “New Deal is not Non-

Standard” error

• SCDAT 5010

- If “Non-Standard Deal”:

SCDAT 5010

automatically

overridden; quote valid

- Change deal type to

“Non-Standard”

- SCDAT 5010

automatically overridden

>60 months

(or other set maximum non-

standard duration)

SCDAT 5010 Open Support Case SCDAT 5033 Open Support Case



SCDAT 5010 Description:

Service end date is invalid. Check end

date for the following conditions:

1. End date cannot exceed the

maximum standard coverage

period for this service level.

2. A non-standard Deal ID is

required to exceed the maximum

standard.

3. The Deal ID you provided may

not be valid for this non-standard

quote.

Instruction:

1. If applicable, accept the

preferred value provided.

2. Add an approved non-standard

Deal ID in order to create a

quote which exceeds standard

duration.

3. Contact your Account Manager

or log a support case for

assistance.

Note: if the status of this error is

“Internally Overridden”, no further

action is necessary and this error will

not prevent the quote from becoming

valid and orderable.

SCDAT 5033

Description:

Service end date is invalid.

The end date cannot exceed the

maximum standard coverage period

for this service level.

Instruction:

1. If applicable, accept the

preferred value provided.

2. Reduce the coverage duration

by editing the line to adjust the

end date.

3. Contact your Account Manager

or log a support case for

assistance.

Note: if the status of this error is

“Internally Overridden”, no further

action is necessary and this error will

not prevent the quote from becoming

valid and orderable.

XXCSS QOT DEAL

NOT NS TYPE

Description:

Your non-standard quote requires a

non-standard deal type.

Instruction:

Assign a Deal ID to your quote which

is a non-standard deal type.

Contact your Account Manager or log

a support case for assistance.



1. How can a beyond maximum non-standard duration service quote be validated?

A) Directly through the UI, no additional action is needed

B) Open support case with proper non-standard Deal ID

C) Confirming the service plan length on a pop-up error message

D) None of the above

3. You can make corrections within the Error Details pop-up window:

A) True B) False

2. What NEW

elements are in the

Error Details pop-

up window? (check

all that apply):

A) Error Count

B) Error Code

C) Serial/Instance/Pro

duct Number

Identifiers

D) Error Status






Present functionality only supports 2-Way

RMA, which entails:

1) Return of defective product from

partners/customers

2) Shipment of replacement part from

Cisco

Functionality will be modified to permit

updates to 3-Way RMA Contracts for eligible

customers:

1) Swap of defective product with spare

product on the customer network

2) If the part is faulty:

a) Return of defective product from

partners/customers

b) Shipment of replacement part from

Cisco

3) If the part is not faulty:

1) Update of S/N to reflect swap of

product with spare inventory



- Some1-Tier Partners keep spare parts inventory in their on-site depot to permit faster Service Level Agreement times, as they will be able to replace faulty parts from their own inventory rather than having to wait for the part to be shipped from Cisco

- Eligible 1-Tier Partners have ability to select and validate “3-Way RMA Without Replacement” option, permitting updating of S/N for installed and spare parts when an RMA is not filed with Cisco

- Allows for more rapid service response for eligible Partners

- “Eligible 1-Tier Partners” are those who have registered for the 3-Way RMA Entitlement Program



• Eligible Partners keep spare parts inventory in their on-site depot.

• When an end customer device is faulty and needs replacement, eligible partner will swap faulty device with existing spare from inventory.

• 3-Way RMA has two different scenarios: “with replacement” or “without replacement”

With replacement:

- End-user calls Partner with report of faulty product

- Partner replaces product with spare part from on-site depot

- Partner performs failure analysis on faulty device and determines it to be faulty

- Partner generates RMA number with Cisco to return the faulty device

- Partner receives replacement part from Cisco and keeps it in their spare inventory

- Install Base and contract updates are performed automatically

Without replacement:

- End-user calls Partner with report of faulty product

- Partner replaces product with spare part from on-site depot

- Partner performs failure analysis on faulty device and determines there is no fault

- Partner keeps tested device in their spare inventory

- Partner uses the Edit Serial Number / PAK Number screen to reflect new Serial Number of swapped part



Navigate to:

Dashboard > Contract Manager > Line Items

1

3

1. Select “Line Items”

tab.

2. Select a product.

3. Select “Edit Serial

Number / PAK

Number on Selected

Product(s)” from

Action drop down

menu.

4. Click “Go”.

2

4

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Existing Edit Serial Number / PAK

Number screen only supports 2-

Way RMA, as it requires an RMA

Number to permit the editing of a

Serial Number / PAK Number



Partner has tested faulty part and determined that it works correctly, and therefore is keeping it in spare

inventory, so there is no need for an RMA with Cisco.

1

2

1. Navigate to the Edit

Serial Number/PAK

Number screen.

Select 3-Way RMA

Without Replacement.

2. Enter Serial

Number/PAK Number

of spare part used to

replace part for end

user.

3. Click “Validate”. 3

If there are no validation errors the contract will be updated with the new serial number of the replacement

part.



Validation Error Type

(Without Replacement)

Defective serial number and spare serial number PID are not the

same or related Hard Stop

Spare serial number is covered but Customer ID of the spare

serial number contract does not match Customer ID of the

defective serial number contract

Hard Stop

Spare serial number is uncovered and partner doesn’t have

access to uncovered spare serial number Hard Stop

Spare serial number is uncovered and (1) spare serial number

has passed Last Date of Support, (2) defective serial number PID

and spare serial number PID are related

Hard Stop

If there are no validation errors the claimed contract will be updated with the

Spare serial number and spare contract (if available) with the defective part

Serial number.





Current process for validating Install Sites

generates “Install Site ID is Invalid” error if

Install Site has a status of “On-hold” or

“Inactive” requiring users to create a new

Install Site manually.

If install site has a status of “On-hold” or

“Inactive”, CSCC will perform a check for

other install sites with the same address and

Business entity, and if found, use that Install

Site for the quote.

If no matching addresses are found, CSCC

will automatically create a new Install Site

with the same address as Install Site ID

entered by the user, allowing user to skip the

requirement to manually enter a new Install

Site ID.



• User selects check box to allow “Auto Fix: ‘Inactive’ or ‘On-Hold’ Site ID”

• If the Install Site ID in the quote is “Inactive” or “On-Hold”, CSCC will check to see if a replacement site was created as a part of “Country Enablement”. If so, the replacement site will be placed on the quote.

• If CSCC does not find a replacement site, it will check to see if there is another active Install Site with the same address as the Install Site ID address in the quote. If so, that Install Site will be selected.

• If CSCC does not find another active Install Site, a new Install Site will be automatically created which has the same address as the Install Site ID address in the quote (Note: if Install Site is not automatically created, user will be required to create new Install Site manually).



:

When user enters Install Site and

clicks “Add Line” or “Edit Line”, CSCC

checks to see if Install Site is either

“Inactive” or “On-Hold”. If yes, CSCC

will check for replacement sites

created from “Country Enablement”.

If a replacement site is found, that

replacement site will be placed on the

quote.

If no replacement

sites are found, this

pop-up window will

be shown, and

CSCC will create a

new Install Site

using the address in

the quote

Need screenshot of “Edit

Line” from Classic Flow



Selecting checkbox will allow CSCC to

perform Auto-Data Correction of Install

Site IDs

:





Site IDs

:





Site IDs





Upon creation of a contract in CCW, user

needs to create a support case in order to

have CCO ID given access to the contract

in CSCC.

Creation of contract in CCW will

automatically create CCO ID for user.

No support case will be required.



1. In “3-Way RMA Without Replacement,” is a Cisco RMA number generated?

A) Yes

B) No

3. What happens if CSCC attempts to replace an Inactive/On-Hold Install Site but can’t find either:

- a replacement Install Site as part of Country Enablement, or

- another active Install Site with the same address as the Install Site ID in the quote

A) Hard stop error

B) CSCC creates a new Install Site using the same address as the Install Site ID in the quote (for most cases)

C) User must manually enter a new Install Site address

D) None of the above


Q&

O



The following items are now available in Spanish:

• ‘Generate Report’ button, ‘Available Columns,’ and ‘Selected Columns’ headers on the ‘Custom

Quote Download Report’ from the ‘Download Customized Report’ selection in Advanced Search

and Quote Manager



The following items are now available in French:



and Quote Manager



The following items are now available in Japanese (Kanji):



and Quote Manager





Upon selection of a Service Program

upgrade, a compatibility validation would be

performed using a Service Program

Compatibility Table, throwing an error if a

Service Program was not compatible with

the original Program.

All Service Programs are considered

compatible, so the Service Program

Compatibility validation is obsolete and has

been removed.



All users can pull the following reports from the ‘Reports’ sub menu under the ‘General’

tab: • Order Completion Summary Report (1T/Reseller) – requires the user to provide the PO Number and

Quote Number or SO Number



NOTE: Order Completion Summary Report will include additional Install Site address fields:

• Address 3, Address 4, City, State, Province, Postal Code, County



Reports are available in a ‘Standard’ or ‘Customize’ format

• When ‘Customized’ is selected, a ‘Custom Report Column Selection’ section will appear where

you can select header level and line level attributes to create a customized report by: • Selecting specific columns to include in your report (similarly to the Column and Row selector)

• Changing the column order in your report

• Saving up to 25 report templates or 'configurations' at a time, which will be tied to your CCO user ID

• Deleting your configurations at any time

• Creating custom reports on the fly, i.e., without the use of a configuration

• Clicking on any column name to see its description.



The ‘Activity Log’ on the History screen will track when the Quote Acknowledgement Report and

Order Completion Summary Report are sent to users via email



All Users

NOTE: Users may need to update macros for these reports to accommodate the additional column.



Browser Version

Operating Systems

Additional Information Windows 7 Windows XP

Internet

Explorer

9.0 Supported Supported

All functionality supported 8.0 Supported Supported

7.0 - Supported

Firefox

Latest

Version Supported Supported

Exceptions:

Firefox is not supported for Partner

Opportunity Manager (POM) and Service

Opportunity Manager (SOM).

Users may encounter some visual

alignment inconsistencies within the UI.

Note: MAC OSX, Chrome and Safari are NOT supported in CSCC.

The following browsers are supported in Cisco Service Contract Center (CSCC).




• CSCC Training Web Site

User guides, job aids, tip sheets and videos

• Operations Exchange Community

On-line support articles and help documentation

• CSCC Home Page

CSCC access, release and support info

http://www.cisco.com/web/services/resources/cscc/training/index.html

http://forums.cisco.com/ecom/web/cscc/cscc-home

http://www.cisco.com/web/services/ordering/cscc/index.html

Documents

September 8 Release Update Training Externals€¦ · CSCC Release Update Training September 8, 2013 External Version Deal ID/ePromo will be automatically applied for Technical Services