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The Smart Net Total Care™ portal uses device information and analyzes it against security and support data from the Cisco knowledge base. This provides you with actionable information so that you can resolve problems more quickly, improve operational efficiency, and better manage support risks. The Smart Net Total Care Portal User Guide provides information on how to use the portal.
This document outlines the various portal roles and access levels, and it describes how to manage them in the portal.
Portal Roles and Access
This section describes the various roles and access levels that are used within the portal.
Note: You must complete the self-service onboarding process in order to access the portal. The first person in the organization to complete the process becomes the delegated administrator (DA), who is responsible for the management of portal access. Refer to the Cisco Smart Net Total Care Portal Onboarding Guide for information about the self-service onboarding process.
Cisco suggests each company assign at least one additional DA following completion of the onboarding process. Should the sole DA leave the company without assigning a replacement, post a new question to the Smart Net Total Care Support Community for assistance.
Note: The DAs must be employees of the organization. A partner cannot be the DA for their customer's company.
The DA can register, grant access to, or revoke access from the portal administrators and other users through the Cisco Services Access Management Tool. The DA can also use this tool in order to modify the current permissions for the various roles.
Tip: For more details about how to add or delete users through the Cisco Access Management Tool, refer to the User-Company Association video.
Smart Net Total Care User Roles
A user role in the portal is a role that an individual is granted. Each role is built into the system and comes with specific rights and limitations that determine what a user can see and do in the portal. Dependent upon the organization, one or more people can be assigned one or more of these roles:
Cisco Branded Reseller (CBR) user
Note: The CBR administrators and users cannot be DAs for their customer’s entitled company. Additionally, people that hold more than one role can view all of the data to which they have access.
Click Assign Role to User Outside of My Company in the External Roles to Users and Administrators section.
Enter a Cisco username and email address in order to search for the user, and then click Submit.
Choose the user, and then click Next.
Click Smart Net Total Care from the services that are displayed.
Select the appropriate role (CBR administrator or CBR user). You can also designate a time frame for the role assignment.
Click Finish, and a notification is sent to the user.
Grant Letter of Authorization (LoA) Access to Partners
A letter of authorization is an agreement between the customer and their partner. LoA access is an extended level of access to some portal fields in online reports. This level of access provides partners with visibility into Cisco branded contract data, where the partner is not the contract Bill-to company.
Note: Only a customer administrator can grant LoA access to partners.
The fields that are visible in online reports after LoA access is granted include:
Complete these steps in order to grant LoA access to a partner:
From the Admin dashboard, click in order to maximize the Users pane.
Select Actions > Add Users.
Enter the Cisco username of the person from the partner company.
Click Verify User.
Choose either the CBR Admin or CBR User role.
Select the appropriate information and capabilities options.
Manage Portal Access
A customer administrator can grant or remove access to specific types of information, capabilities, and inventories and segments on a user-by-user basis. Complete these steps in order to control these rights:
Partners selling Smart Net Total Care who access the portal to support their customers or who use SNTC for their own Partner company need to ensure the Partner company has a DA assigned. This allows them to manage Partner users and be granted access to their customers' data in the SNTC portal in a Cisco Branded Reseller (CBR) role (either as a CBR Administrator or CBR User).
Complete these steps in order to assign a DA for your partner company:
Content: Provide the CCO ID, company name, and email address of your nominee and the SNTC contract # of the customer for which you will have a CBR role in the portal
Cisco will setup the Delegated Admin for your partner company and send an email notifying that they have been nominated to become the DA. The email provides a link to accept the Terms and Conditions which they must click to Accept.