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Tutorial Title
 
1 Cisco Service Expert Program Curriculum Overview
2 The Importance of Service
3 Cisco.com Online Tools and Resources
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
Introduction
Overview
Supported Products
Program Components
Decision Process
Overcoming Objections
Interactive Exercise
Review
Summary
11 Sales Tools and Processes
  12 Business Tools and Processess
  13 Next Steps
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Module 10: Cisco SMB Support Assistant

The Cisco SMB Support Assistant Client

The Cisco SMB Support Assistant Client is a software application that is installed on a customer’s PC.

You or your customers can review contract information on the client just like they can in the portal. A customer can access a variety of information sources that are either stored within the client or accessible through the client. These may include technical white papers, how-to setup guides, Frequently Asked Questions (FAQs), and so on.

The client also provides a number of network setup/configuration tools and network maintenance tools that will support the customer in the day-to-day operations of his or her network. Your customer can use these tools even without access to the internet.

For example, the Cisco SMB Support Assistant client:
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  Facilitates the setup of new hardware by walking the customer through the installation process.
  Reduces the number of steps required to perform password resets and other common maintenance tasks.
  Allows your customer to perform a health check of their network to proactively identify and resolve potential issues. If an issue does exist, your customer will be able to “drill down” to find out more.
  If your customer has any questions, he or she can open a service request with an engineer from the Cisco SMB Support Assistant Client directly at any time. An engineer will respond within one business day.

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