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Module 3: Cisco.com Online Tools and Resources
Overcoming Objections
Your customer feels it is difficult to navigate Cisco.com, and
has trouble locating the information based on the volume of content
that is available.
Emphasize that in the past year, the Cisco.com user interface was
reorganized to provide a more intuitive and easy-to-learn experience
for customers.
Explain to your customer that the Search capabilities within Cisco.com
have recently been enhanced to provide easier access to four Cisco
TAC tools: the Cisco Error Message Decoder, the Cisco SNMP Object
navigator, the Cisco Bug Toolkit, and the Cisco TAC Case Query tool.
Then explain that the Search field on any page can be used by entering:
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A console error message: The results will include
a link to the Error Message Decoder’s analysis of the
message. |
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An SNMP ID, SNMP name, or MIB name: The results
will include a link to the appropriate information in the SNMP
Object Navigator. |
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A software bug ID: The results will include a
link to that bug in the Bug Toolkit. |
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A TAC case number: The results will include a
link to that case in the TAC Case Query tool. |
You can also recommend that the customer subscribe to the Cisco
TAC Newsletter, which provides information and links to new or enhanced
tools and/or documentation on the site.
Another good idea is to ask your customer to review the Cisco.com
website together with you. If the customer is not available, ask
when it would be a good time to arrange a meeting to do this in
the future, and get a specific date on the calendar. Suggest that
your customer register for a TAC Web Seminar that provides training
on how to use the online tools and content available on the TAC
Web site. Your customer can register at: http://www.cisco.com/kobayashi/support/tac/training.shtml.
Your goal is to spend some individual time with your customer to
get them more comfortable with Cisco.com as a whole.
Prior to meeting with your customer again, send an email with a
list of common URL’s that your customer can bookmark for future
reference. Providing follow-up and due diligence can really demonstrate
your commitment to your customers, and can show that you are “willing
to go the extra mile” to address their concerns.
Note: If your customer is unable to participate
in a TAC Web seminar, you can leverage the slides used in the presentation
to demo the site to your customer on your own. You can download
the slides at:http://www.cisco.com/kobayashi/support/tac/training.shtml
– "Using the Cisco TAC Website for Online Support" presentation.
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