March 2004
Some important time saving enhancements are coming to the Case
Management Tool on March 12th based on your feedback. You will soon find
the following improvements to your Cisco case management process:
- Ability to create cases online using your PO number or MP number as well as your Sales Order number.
- Query cases using PO number, MP number and SO number as well as your Cisco Case (SC) number. In addition, you will be able to search for open and/or closed cases by date submitted.
November 2003
We have been gathering your feedback and working on ways to improve
your experience when you contact Cisco
Customer Service with an order issue that results in opening a case. You
will now find the following improvements have been added to your Cisco case
management process:
- Your original e-mail will be copied in any reply you receive from Cisco regarding your case.
- When you send Cisco an e-mail and you have included cc: e-mail addresses, Cisco will now automatically copy your cc: e-mail names when we respond to the case using e-mail.
- Easy identification of different Cisco cases will now be possible. We will continue to include the Cisco case number in the e-mail response subject line. The Cisco e-mail subject line will also include your original subject line so you can easily search and track your e-mail to and from Cisco.
In addition, we have eliminated redundancies in case histories to streamline your case history reviews and reduce load time for the Case Management Tool "Search Case" Web page.