CX Cloud Release Notes March 2023

Overview

The Customer Experience (CX) Cloud is a SaaS offering that enables Customer success throughout their journey to onboard, optimize, and adopt new technologies across all architectures. Customers with Cisco Success Tracks subscriptions get access to the following features:
• Contextual Learning: Window to Collaborative Intelligence Platform with the latest resources for network engineers and architects via “Ask the Expert (ATX)” webinars, “Success Tips”, Accelerator’s engagements, and training.

• Trusted Support: Help solve immediate technical problems and get proactive and prescriptive service options at the software and solution level.

• Insights & Analytics: Digital Intelligence tools that deliver proactive and predictive insights and helps customers recognize potential problems, optimize operations, and accelerate technology adoption/transitions.

• Expert Resources: One-stop experience for all available architectures and Cisco products with access to strategic expert advice on detailed design and validation as well as industry-specific solutions.

This document provides information about new features in CX Cloud and known issues.
Use this link to access CX Cloud and log in with CCO credentials.

What's New

The Release Notes in this section detail features that will be available as part of the March 2023 release.

PX Cloud Cross-Launch to CX Cloud

PX Cloud Partners can now launch CX Cloud from PX Cloud. As part of this cross-launch, PX Cloud Partner Administrators, Executives, Customer Success Practice Leads, Customer Success Managers, and Customer Success Specialists can now view their customer’s CX Cloud data including the Lifecycle, Assets & Coverage, Advisories, Subscriptions, and Insights tiles. The Cases tile cannot be viewed as part of this cross-launch. CX Cloud Administrators are also given additional privileges to ensure control over the details shared with Partners and Partner users.

CX Cloud Super Administrator Contact Details

CX Cloud Super Administrators can now provide consent to share their contact information with PX Cloud Partners allowing PX Cloud Partner Administrators to contact CX Cloud Administrators to expedite their data access requests. The contact information shared is based on privacy options set by CX Cloud Super Administrators.

Restore Partner Access

CX Cloud Super Administrators can now restore previously revoked Partner and Partner user access to Success Track data without a request from the Partner.

Partner Organization and Partner Users Access Approval Process

CX Cloud has been updated to simplify the Partner organization/Partner user approval process. The first time a Partner organization requests customer view access to CX Cloud, the approval process applies to both the Partner Organization and pending Partner Administrator users.

Auto-Approve User Access Updated

CX Cloud Super Administrators now have the option to turn on auto approval for Partner users added to an already approved Partner account providing quick access to CX Cloud data, reducing approval steps, and streamlining the process. Managed at the Partner level, this option can be turned on or off, as required. When the option is turned off, the approval process must be completed manually.

Cases Virtual Assistant is Live!

CX Cloud customers in the Americas region can now perform many common and repeatable tasks through a self-service virtual assistant without the need to call Cisco Technical Assistance Center (TAC) and wait in queue. The Cases Virtual Assistant enables users to:

• Request a new engineer according to their schedule
• Raise case severity
• Escalate a case to case owner's manager
• Add case notes
• Close a case
• Type “Call Me” to request a call back from TAC

Adoption Lifecycle Redesigned

Adoption Lifecycle has been redesigned with a simplistic and engaging interface for CX Cloud customers. The enhanced Adoption Lifecycle page offers the following details based on the selected Success Track. If no Success Track is selected, a consolidated overview of the customer’s portfolio displays.

Most Complete displays the most complete use cases within the associated Success Track. 

Available Resources displays the number of resources available per Success Track (Accelerators, Ask the Experts, Success Tips, and Learnings based on CX Level).

Did You Know displays facts and other useful information about Adoption Lifecycle. 

Customers can view Success Tracks in the list view and collapse and expand related use cases to check the progress of the Success Track through the telemetry bar. An interactive checklist that saves progress notes is available for CX Cloud Level 1 customers and above. Customers can select any use case to learn more about it by navigating through the following tabs: 

The Overview tab displays adoption percentage based on the selected use case, the number of resources used, and the top Ask the Experts recommendations for the selected use case. 

The Guided Tasks tab lists the number of tasks open by stage. Customers can click to view specific success tips per selected use case. 

The Resources tab lists resources and content for Success Track use cases. Customers can filter, bookmark, sort, share links, and request sessions. 

Redesigned Assets & Coverage and Cases Tiles

The CX Cloud Assets & Coverage and Cases tiles have been redesigned such that customers can access and filter all related sub-categories for each tile through the left navigation with new radio buttons replacing original visual filters.

Enhanced Insights Navigation

CX Cloud Insights has been redesigned to display the Software, Crash Risk, Fault Management, Compliance, and Configuration tabs as links in the left navigation panel. Visual filters now display as radio buttons in the left navigation for a better customer experience.

The Resources tab lists resources and content for Success Track use cases. Customers can filter, bookmark, sort, share links, and request sessions.   

End-Of-Life Milestones for Hardware Assets

CX Cloud has been updated such that customers can now view End-of-Life milestones for all their hardware assets helping to efficiently plan for future requirements. Customers can view this information in Assets & Coverage by clicking Assets > Hardware End of Life and can use the filter options to identify or list assets based on different attributes.

Crash Diagnosis Support for Additional Product Families

CX Cloud has been enhanced to report crash diagnostics for the following Other assets collected by CX Cloud Agent:

• Cisco 1900 Series Integrated Services Routers
• Cisco 1000 Series Integrated Services Routers
• Cisco 4000 Series Integrated Services Routers

Cisco DNA Center Configuration Removed from Platform Suite

CX Cloud’s Platform Suite has been enhanced such that the Cisco DNA Center configuration has been removed from the Platform Suite. Customers are now redirected to the Cisco DNA Center Portal login page to manage their configurations. 

From the Cisco DNA Center Portal, customers with version 2.3.6.x and above can launch Cisco DNA Center devices. Customers should ensure that a user is added in Cisco DNA Center with the same email address used to log in to CX Cloud and that the Cloud access setting is enabled (System > Settings > External Services > Cloud Access Login) in Cisco DNA Center for a successful launch.

CX Cloud Agent Updated

CX Cloud Agent has been updated such that customers can now edit a previously added IP range used to connect CX Cloud Agent to Campus Network assets not managed by Cisco DNA Center.

Customer Contact Information Available to Partners

User Profile has been introduced in CX Cloud which includes the Personal Information and Preferences tabs. The Personal Information tab is available for all CX Cloud customers while the Preferences tab is available only for CX Cloud Super Administrators.

From the Personal Information tab, CX Cloud customers can view and edit personal details including Email address, phone number, location, country or region, job level, job role, and job title.

In the Preferences tab, CX Cloud Super Administrators can use the appropriate toggles/switches to update their consent preferences for CX Cloud to use contact information from their User Profile to be shared with PX Cloud partners. Providing consent allows Partners to access name, Email ID, and phone number for that Administrator. CX Cloud Super Administrator can control if their contact information can be shared with only Partner Administrators who are awaiting response to their data access request or with all their Partners who are onboarded to PX Cloud for collaboration purposes or with none of them.

Defects

Resolved Defects

There are no resolved defects as part of this release.

Known Defects

This section lists known defects in this release.