Team Captain FAQs

Summary of Cisco Learning Credits Program Expectations

  • Team Captain Designated Admin (TCDA) is defined as the authorized employee assigned by the participating company to manage Cisco Learning Credits on its behalf.
  • The TCDA Cisco.com username must align to the customer business email domain. Personal email addresses (i.e., gmail.com, yahoo.com, etc.) are not permitted. Cisco employees are not allowed to be in a Team Captain role.
  • A reissue request may be requested by a Team Captain up to 60 days after the original expiration date. A Business Development Manager (BDM) may create the request in LCMT for the Team Captain, BUT the Team Captain must approve the submission.
  • Every effort should be made by the Team Captain to approve or auto-approve Cisco Learning Credits account debits before the training occurs.

Cisco Learning Credits Program Terms and Conditions

Why do Customers have to accept the Customer Terms & Conditions?

Cisco has provided the Terms & Conditions as a requirement for program participation and access to the Cisco Learning Credits Management Tool (LCMT).

What happens if the Customer does not accept the Terms & Conditions?

If the Terms & Conditions are not accepted, the Team Captain will not be able to review the account details, perform any functions within the Cisco Learning Credits Management Tool, or use their Cisco Learning Credits.

Can I transfer or sell my Cisco Learning Credits?

Cisco Learning Credits may not be sold or transferred to any third party.

Team Captain and Team Player access

What are the new titles for Team Captain?

We now have two titles for the Team Captain role in LCMT. Team Captain Designated Admin and Team Captain Other. These titles are meant to bring clarity to the role of team captain and to allow for the proper oversight of CLCs in a customer account.

The Captain Designated Admin role must always be filled by an employee of the customer. Every CLC account must have a Team Captain Designated Admin.

The Team Captain Other role is an optional role that is assigned by the TCDA and can be filled by someone other than an employee. Neither of these team captain roles, nor the team player role can be filled by a Cisco employee.

What if we need to assign, update, or change the Team Captain?

There are several methods for updating the Team Captain assigned to the account, depending on who is updating.Please note: There must always be a Team Captain Designated Admin assigned and must be the authorized employee of the participating company.

  1. Add a new Team Captain:
    • Customers, Cisco Account Managers, current Team Captains may open a case with the Cisco Learning Credits support team requesting Team Captain access be assigned. The requestor will need to validate the order details within the case and provide the following information:
      1. Account Name
      2. Sales Order number with the Credits, and/or
      3. the Cisco.com user ID of the new person to manage the account
      4. The CLC program leads will ensure that the first team captain that can be added to the account will be for a Team Captain Designated Admin as per program policy.
    • Change existing Team Captain: Customers and Cisco Accounts Managers may open a case with the Cisco Learning Credits support team requesting that the Team Captain access be changed or updated to a different person within the participating company. Please be sure to include the following information:
      1. Account name
      2. Cisco sales order number with the TRN-CLC (learning credits) part number
      3. The Cisco.com user ID of the new person to manage the account
      4. Indicate which role you are changing or updating; team captain designated admin or team captain other. NOTE: there must always be a Team Captain Designated Admin on a customer account.

How many Team Captains may access the Cisco Learning Credits Management Tool?

Each account must have one Team Captain in the Team Captain Designated Admin role. The Team Captain may assign additional Team Captains or can assign Team Players who have limited privileges.

Who can be a Team Captain Designated Admin on a customer account?

The Captain Designated Admin (TCDA) is a customer employee who is authorized by the customer to use the Learning Credits Management Tool to manage credits, review transactions, generate reports, and identify Team Players and Team Captain Other. The Team Captain’s Cisco.com username must align to the customer business email address. Any personal email addresses (i.e., gmail.com, yahoo.com, etc.) are not permitted.

Any current Team Captain with a personal email address must change their address to their current business address on their Cisco profile.

Account Managers will no longer add Team Captains to a customer account. Team Captains can be added via opening a case here. Please provided all needed information such as customer account name, Team Captain name, role and CCO ID with business email when requesting a change or addition.

Who can be a Team Captain Other on a customer account?

A Team Captain Other is an additional team captain that the Team Captain Designated Admin (TCDA) can request to be added to the account once the TCDA has accepted the Cisco Terms & Conditions upon login for LCMT. The Team Captain Other does NOT have to be an employee of the customer. They can only be added to an account and retain their ability to work in the LCMT tool on accounts that have a TCDA assigned AND the TCDA has accepted the Terms & Conditions. The Team Captain Other can use the Learning Credits Management Tool (LCMT) to manage credits, review transactions, generate reports and identify Team Players and Team Captain Other for the account.

What is a Team Player and what can they do?

The Team Player is a person that the Team Captain assigns to the account. All Team Players may review transactions posted to the customer’s account. In addition, the Team Captains may also request to assign, remove, or modify the following privileges to Team Players at any time:

  • Receive LCMT notifications (Y/N)
  • View LCMT Reports (Y/N)

How many Team Players may I assign to my account?

There may be any number of Team Players assigned.

What about the Team Player role for the customer?

All existing customer Team Players will remain in their role, unless the Team Captain chooses to make them an additional Team Captain Designated Admin. Once appointed as an additional Team Captain Designated Admin, they will no longer be eligible as a Team Player.

How are Team Captains added to LCMT?

Account Managers, BDMs or existing Team Captains must open a case to request the addition of a Team Captain ( either role) to customer accounts here.

What if no Team Captain is assigned to my account(s)?

A Team Captain must be assigned to the account to approve debits to the Cisco Learning Credits account. Training providers cannot be reimbursed by Cisco without Team Captain approval, or auto-approval, of the debit. You may open a support case to provide the correct Team Captain assignment. If you don't know the identity of the current Team Captain, please include in the support case that you don't require access to that account; Cisco will determine the correct owner.

What are my options if I have Cisco Learning Credits that are about to expire?

Your Learning Credits could be eligible for a one-time 6-month reissue extension. Only assigned Team Captains can request a reissue for eligible sales orders in the Learning Credit Management tool itself. Team Captains have a 60-day period after the original expiration date to request a reissue. Team Captains will be prompted to submit a 6-month training plan at the time of the request for reissue.

Please visit the Team Captain User Guide for additional information and a "how to" guide.

Who can review or approve transactions posted against the account?

Only a Team Captain may approve, auto-approve debit transactions and/or request reissue of expiring Cisco Learning Credits. Please see the Team Captain User Guide for how to approve, auto-approve, or request reissue.

Why can’t Cisco employees or Cisco contractors use customers CLCs?

Since CLCs turn into revenue, we cannot allow any CLCs to be used for Cisco employees or contractors. Cisco personnel must pay for training via other means. We will not allow CLC reimbursements from learning partners that include Cisco personnel.

If Team Captains do not approve transactions within 60 days of reservations, what happens?

To ensure learning credit reservations are valid, LCMT will now refund any learning credits that do not get approved within 60 days. This ensures customers retain access to their learning credits if a reservation is no longer needed. This requires the Team Captain to approve or reject their transactions within 60 days. Since only 3% of transactions remain unapproved after 30 days, this should not have a significant impact on Team Captains.

If the refunded sales order (SO) has expired, reissuance will follow the standard program guidelines. So, if it is a reissued SO that has expired, those CLCs will no longer be usable. If it is a valid training that needs to be paid for, a new SO number will need to be provided to Cisco. It is in everyone’s best interest to avoid auto-refunding valid transactions as it may cause issues. To avoid auto-refunds please approve reservations timely.

How am I notified of CLC reservations to be approved?

LCMT sends out a notification when a Team Captain has a new transaction to approve and sends a reminder weekly.  Ensure that these emails are sent to your inbox so you receive reminders timely.

Learning Credits lifespan and reissue requests

How long are my Cisco Learning Credits active?

Cisco Learning Credits that originated as Cisco Learning Credits are active for 12 months from the invoice date.

May I request an extension if my Cisco Learning Credits expire?

Yes. If there is a need to extend the life of the Cisco Learning Credits longer than 12 months, the Team Captain may request a reissue within the Cisco Learning Credits Management Tool anytime up to 60 days after the original expiration date.

For how long can Cisco Learning Credits be reissued?

Approved requests may be processed once for up to six months, creating a total lifespan of 18 months. There are no exceptions. Please see the reissue process for more details and instructions.

How soon can I request an extension?

As soon as the Cisco Learning Credits are activated, the reissue request may be submitted. The deadline is 60 days after the original expiration date.

Can Cisco Account Managers request an extension on the customer’s behalf?

No. Due to account control and segregation of duties policies, this is not allowed. The Cisco Account Manager may review requests which are eligible via LCMT, and work with their customer to open a case, but may not submit reissue requests on the Customer’s behalf. There are no exceptions.

Why do they need a learning plan to request an extension? Are extensions hard to get?

A Learning Plan is required in order to confirm that the learning credits will be used in the time allotted for the reissue request. If the request is complete, approval is not hard to obtain.

What if my learning credits are expired upon auto refund?

If the refunded sales order (SO) has expired, reissuance will follow the standard program guidelines.  So, if it is a reissued SO that has expired, those CLCs will no longer be usable.  If it is a valid training that needs to be paid for, a new SO number will need to be provided to the Learning Partner.  It is in everyone’s best interest to avoid auto-refunding valid transactions as it may cause issues for both you the customer and the Learning Partner.  To avoid auto-refunds please approve reservations timely.

Team Captain’s debit approval

Why do I have to approve debits against my Cisco Learning Credits account?

Requiring approval by the Team Captain improves account security and customer satisfaction for all users. Transactions must have a status of approved before the Cisco can be reimbursed. The transactions must be approved before training occurs to secure payment for the course.

Does every transaction need to be approved?

Yes. All transactions must be approved, or auto approved, by the Team Captain.

How does the Team Captain approve or deny debit transactions?

The Team Captain may log in to the Cisco Learning Credits Management Tool (LCMT) to review and approve debits posted against his or her account. Instructions can be found in the Team Captain User Guide.

How do I auto-approve Cisco Learning Credit debit requests?

The Team Captain may login to the Cisco Learning Credits Management Tool (LCMT) to select “auto-approval” of transactions posted against his or her account. Instructions can be found in the Team Captain User Guide.

What happens if a Team Captain denies a transaction?

The training provider is notified immediately, the debit is refunded to your account, and reimbursement is permanently denied for that transaction ID. When you and the training provider have resolved any dispute, a new debit transaction must be entered by the training provider.

Support

How will I get support if I need it?

You should revisit the FAQs for any updates available on the Learning Credits website. You may also create a case here.

For help with a developing a training plan, please contact the Learning@Cisco Business Development Manager Team. They as well as your Account Manager can assist you.

Where do I go if I have questions?

Please contact your Cisco Account Manager or open a support case with the Cisco Learning Credits team for support.

Does Cisco have a preferred browser for the LCMT?

The preferred browser is Chrome, Firefox or Edge. The tool can be run on Safari, with some slowness.

Get help

Buy Cisco Learning Credits

Get help with Cisco Learning Credits

Visit certification online support

Use Cisco Learning Credits