Module 1: Cisco Service Expert Program Curriculum Overview

What Will I Learn?

Modules 2 through 7 within the Cisco Service Expert Program curriculum are designed to introduce you to the importance of selling service in addition to the value associated with Technical Support Services for Cisco hardware and software:

		Module 2, The Importance of Service, describes the pivotal role that service plays in your organization.
		Module 3, Cisco.com Online Tools and Resources, introduces your team to the variety of online information and tools available to them via Cisco.com and Cisco TAC Web.
		Module 4, Technical Assistance, introduces you to the valuable services and technical assistance that the Cisco Technical Assistance Center (TAC) can provide to your customers.
		Module 5, Software Support, discusses the importance of supporting your customers’ Cisco IOS Software and network application software through maintenance and updates.
		Module 6, Hardware Replacement, discusses the important role that hardware replacement options such as Advance Replacement can play with your customer by providing them with the fastest resolution of hardware problems via a system of 8x5xNBD, 8x5x4, 24x7x4, and 24x7x2 delivery options.
		Module 7, Technical Support Service Portfolio, discusses how to present a complete portfolio of technical support services to your customers that includes access to Cisco.com Online Tools and Resources, Technical Assistance, Software Support, and Advance Replacement.
		Module 8, Partner Technical Support Services, provides you with an overview of the two primary partner programs that qualified Cisco partners can use to resell or provide technical support services.
		Module 9, The Value Selling Approach, provides you with an introduction to a consultative sales model that is currently used by the Cisco account team to successfully sell service solutions to direct Cisco customers.
		Module 10, Cisco SMB Support Assistant, helps you understand the services available to small and medium-sized businesses (called SMBs).
		Module 11, Sales Tools and Processes, describes service-related sales tools and resources that are in place to help you succeed as a Cisco partner or reseller.
		Module 12, Business Tools and Processes, introduces you to service-related business tools and processes that are available to you as a Cisco partner or reseller.
		Module 13, Next Steps, provides you with the appropriate tasks you should complete after reviewing this curriculum.

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