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Tutorial Title
 
1 Cisco Service Expert Program Overview
2 The Importance of Service
3 Cisco.com Online Tools and Resources
Introduction
What is Cisco.com?
Examples of Cisco.com Online Tools
Configuration / Installation Tools
Troubleshooting Tools
Case Management Tools
Technical Documentation
Benefits of Cisco.com Online Tools and Resources
Overcoming Objections
Case Study
Quote
Interactive Exercise
Review Questions
Summary
4 Technical Assistance
5 Software Support
6 Hardware Replacement
7 Technical Support Service Portfolio
8 Partner Technical Support Services
9 The Value Selling Approach
10 Cisco SMB Support Assistant
11 Sales Tools and Processes
12 Business Tools and Processess
13 Next Steps
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Module 3: Cisco.com Online Tools and Resources

Benefits of Cisco.com Online Tools and Resources

Access to Cisco.com online tools and resources is a key service component of SMARTnet, SMARTnet Onsite, Software Application Support (SAS), and Software Application Support plus Upgrades (SASU) – all of which are available via the Cisco Brand Resale program. Cisco.com online tools and resources can also be a valuable component to Cisco Gold, Silver, or Premiere Partners who may offer registered access to these tools as a component of some of their partner-branded service solutions.


Note: The programs referenced about will be discussed in subsequent modules within this curriculum.

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