1 © 2003 Cisco Systems, Inc. All rights reserved. Session Number Presentation_ID Cisco Technical Assistance Center (TAC) TAC Service Request Tool Overview

222 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Introduction Terminology Changes Navigating to the TAC Service Request Tool Creating a Service Request Summary

333 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Introduction The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. Enhancements: Clearer, shorter steps for creating Service Requests Ability to use a serial number instead of a contract number Potential solutions suggested immediately after you enter the problem description The processes for querying and updating Service Requests will not change.

444 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Introduction Terminology Changes Navigating to the TAC Service Request Tool Creating a Service Request Summary

555 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Terminology Changes As part of the enhancements, some of the terms related to opening and managing technical support issues will change: “Case” will change to “Service Request” “Priority” will change to “Severity” “Contract Type” will change to “Service Line”

666 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Introduction Terminology Changes Navigating to the TAC Service Request Tool Creating a Service Request Summary

777 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco.com Website Remember to log in. Select Technical Support from the menu.

888 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Cisco Technical Support Website Select one of the links to open or query a Service Request.

999 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Service Request Tool Create or query your Service Requests from this page.

10 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Introduction Terminology Changes Navigating to the TAC Service Request Tool Creating a Service Request Summary

11 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Creating a Service Request Click the Create a new TAC Service Request link to begin the process.

12 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Problem Definition Choose options that most closely match your technical support issue.

13 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID TAC Recommended Solutions These resources may help resolve your issue immediately. Tell us if the solutions helped you or if you need to create a Service Request.

14 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Contact Information Tell us how to contact you for this Service Request. Tell us if you would like an confirming this Service Request.

15 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Provide either a serial number or a contract number. Note: a serial number reduces the number of steps in creating a Service Request Using a Serial Number

16 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Click Accept if correct. Or, click the edit link to make any changes. Serial Number Results Your product information

17 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement If you don’t have a serial number available, select your contract from the list. Using a Contract

18 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Select the correct product installation location, if available. Use Search within this Contract for help narrowing the list. Contract Number Results - 1

19 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Select the correct product family, if available. Use Search within this Site for help narrowing the list. Contract Number Results - 2

20 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Select the correct product, if available. Use Search within this Product Family for help narrowing the list. Contract Number Results - 3

21 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Entitlement Click Accept if correct. Or, click an edit link to make any changes. Contract Number Results - 4 Your entitlement information

22 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Add Details Add more information for your TAC engineer. Enter your company’s Helpdesk Tracking # to link it to your Cisco Service Request. Enter additional information if you are a Partner. We are trying to set up our PIX firewall for failover and need assistance

23 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Confirmation Review the information that will be used to create your Service Request. Use the edit links if you need to make any changes.

24 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID File Upload (Optional) Attach up to three files at a time to your Service Request, if you wish. Browse to select the file from your computer. Enter individual comments with each file you attach.

25 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Service Request Created Your Service Request number is shown on the last page. Service Request numbers now include 9 numerical digits starting with “6”.

26 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Agenda Introduction Terminology Changes Navigating to the TAC Service Request Tool Creating a Service Request Summary

27 © 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID Summary The TAC Service Request Tool will replace the TAC Case Open Tool and the TAC Case Query Tool. Some of the terms related to opening and managing technical support cases will change: “Case” will change to “Service Request” “Priority” will change to “Severity” “Contract Type” will change to “Service Line” Using a serial number reduces the number of steps in creating a Service Request. For questions on these enhancements, please send an to