Module 4: Technical Assistance

Technical Assistance by Telephone

When relaying priority 1 or priority 2 issues to the Cisco TAC Call Center Agent, make sure your customers will be able to do the following:   Provide information about the status of their Cisco service contract with Cisco.   Describe the problem in enough detail for Cisco to identify the correct Technical Response Team.   Set the case priority for the internal queue.   Obtain a case number. Move your mouse over the Cisco TAC Form in the graphic on the right side of this page to view information needed.

Note: You will learn the steps specific to how to open a case online in Module 11: Business Tools and Processes.

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