Customer Service Case Management Tool

1. Where can I find the tool?



2. What are the main advantages of the tool?



3. How do I open a case and enter my case information?



4. What are my options for problem types?



5. When will I receive my case number?



6. How do I update my case information?



7. Can somebody else open a case for me? Update my case? View my case?



8. How do I check the status of my cases?



9. Will Cisco notify me of case updates?



10. How can I give feedback on the level of help I received?



11. I had a Pending Request number and now it is not showing up in the system. What should I do?



12. How can I escalate a case using the Case Management Tool?

1. Where can I find the tool?

The tool can be found by logging on to Cisco.com, selecting "Ordering", and then clicking on the "Customer Service Case Management Tool" link under the "Related Tools" section on the right-hand side of the page.

Additionally, you may bookmark the site.

2. What are the main advantages of the tool?

The Customer Service Case Management Tool allows you to create, update and query support cases for ordering and customer service issues. Its case management capabilities grant you the ability to view, in real time, Cisco responses to your concerns quickly and efficiently.

3. How do I open a case and enter my case information?

Opening a case can be done in a few simple steps. Once you have logged onto the tool, your contact information will be displayed. (If your profile information is incorrect or outdated, you may change it by clicking on your Cisco.com ID name, which will bring you to the Cisco.com Profile Manager.)

You will be asked to enter information in the required fields, by selecting a problem type (definitions are listed below) and by entering a case title and description. Please make the title as thorough as possible; its details are essential when you return to the site to view your case. If there is an order associated with your case, choose the type of order reference and enter the value into the provided field.

After submitting your case information, the Case Management Tool will generate an e-mail letting you know that your case has been received. Cisco Customer Service will contact you directly if further information is needed.

4. What are my options for problem types?

You may log the following types of cases:

Change/cancellation: Support for all change or cancellation requests to both your product and service lines orders.

Cisco.com Profile Update: Support for issues related to your Cisco.com Account. Includes registration assistance and profile updates.

Commerce Tool Support: Support for issues related to Cisco's Commerce Tools. Includes tool walk through, troubleshooting, access/entitlement issues and tool performance/functionality issues.

eProcurement/ICS-XML: Troubleshooting and support for all issues related to the use of Next Generation solutions such as ICS-XML and Ariba Punch Out. Support provided includes inability to submit orders, exception or custom errors, inability to view submitted orders, or various other technical support issues. Note: if your support request relates to one of the other problem types listed, please use that problem type as your selection.

Under/Short Shipment: Support for any under/short shipment queries.

Order expedite: Support for any of your order-expedite requests

Order status: Support for any of your product and service lines order status queries.

Invoice Disputes: Support for any invoicing issues

APJ other: For use by customers located in Asia Pacific (Asia, Australia and New Zealand) and Japan for any request that does not fit into the existing problem type categories

EMEA other: For use by customers located in Europe, the Middle East, and Africa for any request that does not fit into the existing problem type categories

US/AI other: For use by customers located in the United States, Canada, and Latin America for any request that does not fit into the existing problem type categories

5. When will I receive my case number?

As soon as Cisco Customer Service representative takes ownership of your case, you will receive an e-mail from Cisco with your case number. If further details are needed to complete your request, Cisco Customer Service will notify you of that as well.

6. How do I update my case information?

To update your case information, select the "Update Case" link in the Customer Service Case Management Tool. Your contact information will automatically populate. Simply enter your case number, a case title that best describes your update, and the problem description to update the Case Management Tool's records with the new information on the case. Please note if you have a pending request (pending request numbers begin with "SR-") you will not be able to update the case until it is assigned a case number (case numbers begin with "SC-"). If you need immediate assistance with an update contact the Customer Service Global Contact Center with your Pending Request number available.

7. Can somebody else open a case for me? Update my case? View my case?

For security purposes, current functionality only allows the case creator to view and/or update case information directly online. You can copy others in the CC: field when you create your case and they then will be copied on all correspondence regarding your case.

8. How do I check the status of my cases?

Checking the status of a case is quick and easy. Once you have logged on to the Case Management Tool, click the "Search Case" button. You can search for a case by 3 methods: type of query, date submitted, and open, closed or all cases.

• To search by type of query you can select one of the following from the drop down menu to perform a search: Cisco Case Number (SC#), Sales Order Number (SO), MarketPlace Number (MP) or Purchase Order Number (PO). Just enter the value in the field provided and click the "Submit" button to pull up your case.
• To search by date submitted, just enter the date range (DD/MMM/YYYY) for the case you are looking for and click the “Submit” button. A listing of all cases that were submitted during that period will be displayed.
• To search by Open, Closed or All cases just select the appropriate radio button and click the “Submit” button. All of the associated cases will be displayed.

If you just submitted your case request and do not have your case number yet, check the "Open Cases" box and click "Submit" to query all open cases and all pending requests. Pending requests are awaiting review by a representative and will be assigned a case number shortly.

9. Will Cisco notify me of case updates?

By visiting the Case Management Tool and viewing your case details through the "Search Cases" function, you will be able to track the progress of your case real-time. Support representatives will be working diligently on your case. In addition you will also be updated by email on the resolution.

10. How can I give feedback on the level of help I received?

Your feedback is very important. Periodically, you will receive a survey to rate the effectiveness level of the help you received. By replying to the survey, you can provide Cisco with feedback on strengths and areas of improvement, to better serve you in the next occasion.

11. I had a Pending Request number and now it is not showing up in the system. What should I do?

Once a representative begins work on your Pending Request it will be converted to a Case and will appear in the Case Number section of the Search Case screen. You can locate your case quickly by title and date. If you are unable to find your case, contact the Customer Service Global Contact Center.

12. How can I escalate a case using the Case Management Tool?

You can now escalate an existing case using the Customer Service Case Management Tool. Simply:

1. Select the "Update Case" tab
2. Enter the Customer Service Case number for the case you wish to escalate (case numbers begin with 'SC')
3. Check the “Escalation” box
4. Update the case description stating that you require an escalation along with the business justification, what went wrong, and what you would like to see changed.
5. Click "Submit"

That's it - the Global Contact Center Escalation Team will contact you promptly to begin resolving your issue.