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Behind the Scenes of the Cisco Support Community Blogs

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Meet professionals and community managers behind the Cisco Support Community who drive the content collaboration and growth of the community. Read about the latest community news and programs

Read more...

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"Cisco Small Business" Named A Top 100 Champion

214 Votes

Nominated for a Small Business Influencer Award in:
Corporations

Read more about this nominee
Businesses around the world are working better because of Cisco’s quality, reliability, and proven performance. As a leader in networking and communications, Cisco understands that small business networks are as unique as their customers. That’s why we offer a broad portfolio of products designed especially for small businesses to work faster and more securely by solving their everyday business challenges.

Facebook: https://www.facebook.com/CiscoSmallBusiness

LinkedIn: https://www.linkedin.com/groups?home=&gid=6707724&trk=anet_ug_hm

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Did you know that the Cisco Support Community hosts Expert Q&A sessions continually? Or that you could host one?

Around the site, in different topic areas, The Cisco Support Community supports Cisco and External Experts Discussion called "Ask the Experts"

You can find these events under the Events tab within your community topic areas...

 

 

Or from the top global navigation menu "Expert Corner" select "Knowledge Sharing"

Here you will find upcoming, on-going, and past Ask the Expert Q&As, along with Live Expert Webcasts.

 

If you would like to participate and host an Ask the Expert Q&A or perhaps a Live webcast/seminar to the community..  Sign up at the Experts Bureau and we will contact you to discuss details.

 

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Cisco Empowered Women’s Network Tweetchat 10/16

Want to be part of a global community that strives to increase the representation of motivated women in the IT industry? Join the Cisco’s Empowered Women’s Network @CiscoEWN on Twitter for #CEWNchat Tweet Chat on Thurs 10/16 12pm-1pm EST with our fearless founders to learn more. #GoCisco

 

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Maximize your Cisco Support Community Experience

Get notifications for the latest questions, comments, events, and content from your favorite communities.

Navigate to the Community landing page, for example WAN, Routing and Switching under Network Infrastructure. Find the Action menu, and locate the “+Follow” button.

Note: Not all Top-Level Communities will have a +Follow button since content is not posted on this level.

follow-Support Communities

Once you click “+Follow” you will be subscribed to the community. However, Be sure to check under your account that you have notifications for communities marked to receive. To Navigate to your account, click the arrow at the top far right corner next to the red black/and your user name to pull down a menu – and select “My Account”

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Select "Email & Notifications" from the left side tabs.

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Navigate to the section labeled “Communities” and mark the radio boxes of content preferred.

follow-Support Communities

And check the radio boxes to your preferences Be sure to press the SAVE button, when you are finished, at the bottom of the page.

follow-Support Communities

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The Cisco Support Community (CSC) has evolved into a vibrant global platform for knowledge exchange and issue resolution for Cisco customers and partners. We have built a rich, innovative & pervasive social support experience by integrating & expanding our communities to new channels, geographies and modalities. Our Social Support is global, focused on bringing our next-generation customers in emerging markets into our support eco-system & delivering consistent, yet fully localized, support & training. We have also extended to new modalities, such as iOS & Android mobile devices as well as Web social media, in a seamlessly integrated fashion, ensuring persistent connections to Cisco for all customers. Our strategy to put community at the heart of all customer interactions started by using Web Services technologies to bring the intellectual capital of our Social Support to ALL customer across Cisco’s support channels, such as call centers & support engineers – and, into our partners’ service delivery systems. All of these innovations have resulted in significant gains in our customer satisfaction & cost savings for Cisco.

 

Cisco Support Community as the foundation of open knowledge exchange & vibrant eco-system

Cisco Support Community (CSC) has become a hub of all people-to-people interactions and knowledge co-creation for technical support. Here is a look at some of the key innovations and programs that continue to foster the engagement & growth of our eco-system through empowerment of our members - customers, partners and Cisco experts.

Empowering Members through Enhanced Collaborative Experience:

We have continued to enhance our collaborative capabilities by empowering our community members to voice their needs, drive faster problem resolution & extend ratings by enabling new features like Voting, Endorsement, and Extended Ratings.

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Webby_Logo.jpg The Webby Awards announced on Tuesday the nominees for its 17th annual Internet extravaganza of excellence.

The Cisco Support Community is proud to have been named Honoree in Customer Service for our seamless service through social media. This is an award given to the top 15% of the 11,000+ entries received from all 50 US states & over 60 countries.

For the List of Honorees :

http://winners.webbyawards.com/2013/social/general-excellence-categories/customer-service/honorees

The 17th Annual Webby Awards will be held at Cipriani Wall Street in New York City, on May 21, 2013

The Webby Awards is the leading international award honoring excellence  on the Internet. Established in 1996 during the Web's infancy, The Webbys is presented by the International Academy of Digital Arts and Sciences (IADAS )  — a 1,000+ member judging body that includes Executive Members  comprised of leading Web experts, business figures, luminaries, visionaries and creative celebrities, and Associate Members who are former Webby  Award Winners and Nominees and other Internet professionals.

Find The Webbys on Twitter and Facebook!

https://twitter.com/TheWebbyAwards

https://www.facebook.com/thewebbyawards

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Do you frequently visit the Cisco Support Community to view the recent discussions? We've just released a new gadget for Outlook users that brings our latest community discussions contextually next to your Outlook conversations, all without having to leave your inbox.

                                                                                                                        (Clickon the image to enlarge)

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How does it work?  

If you are an Outlook user and open your email, this gadget (an Outlook add-on) automatically searches the email body and subject for the presence of top Cisco Support Community keywords. Whenever the keyword matches, this gadget will display the relevant Cisco Support Community discussions in a separate window within your email message. You will have the option to move, expand and collapse this gadget window.List of keywords currently supported include: Cisco, VPN, Router,Switches, IPv6, Configuration,Wireless, ASA,Troubleshoot, Firewall, Telepresence, Catalyst, CUCM, Jabber, UCS.

How to Install?

To install this gadget follow the instructions:

1. Click on the 'Download Here' button.

2. Save the "CSCOutlookGadgetAddOnInstaller.zip" file to any folder.

3. Open the zip file.

4. Click on the CSCOutlookGadgetAddOnInstaller.msi file to start the install wizard.

5. Once the installation is complete, close and restart your Outlook client.

If you have any difficulties downloading, please click the CSCGadgetOutlookAddOnInstaller.zip

file attached below.

Follow the Install Guide and User Guide for detail.

For any questions, email to cscsocial@cisco.com

Give it a try and send us your feedback!

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SteviesLogo1.pngDuring the 7th annual Stevie Awards for Sales & Customer Service the Cisco Support Community won the 2013 Gold Stevie award for Innovation in Customer Service. The winners were announced at the gala awards banquet on February 25 at the Paris Las Vegas Hotel. The ceremony was also recorded & will be broadcasted by the Business Talk Radio Network (http://www.businesstalkradio.net) at 8:00 pm EST (p.m. PST) today (Wednesday, February 27).

Making this award possible is our philosophy of harnessing the “wisdom of the crowd” for our customer interactions. To that extent, our strategy is driven by a robust eco-system and programs where the people - customers, partners and Cisco experts - are in charge.

Every year The Stevie Awards for Sales & Customer Service recognize the achievements of call center, customer service, and sales professionals worldwide.

For More Information:

http://www.stevieawards.com

https://twitter.com/TheStevieAwards

https://www.facebook.com/TheStevieAwards

http://www.linkedin.com/groups/Stevie-Awards-2772791

http://www.youtube.com/user/TheStevies

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GoogleAppsMarketplace.jpg

The Cisco Support Community recently developed a Google Gadget for Gmail, a way to extend the Cisco Support Community through your Gmail account. This gadget can smartly draw information from the Cisco Support Community and let you perform relevant actions based on the content of an email message, all without leaving the Gmail inbox.

It's easy to get started...ggle-1.jpg

  1. Go to Google App Marketplace by clicking on the link below. You need a Google Apps account to perform these steps.
    http://www.google.com/enterprise/marketplace/
  2. Search for ‘Cisco Support Community’
  3. It will bring you a ‘Cisco Support Community Contextual Gadget’ and click on the title.
  4. Now click the big blue "Add it now" button on the top right of the page to add this Gadget to your domain. Note that you have to be an administrator of your Google Apps account to do this. If you aren't, then ask your admin to follow this guide.
  5. Enter your domain name (e.g. netzebu) in the box on the right side of the page and click ‘Go’
  6. The site will take you to Google Apps for your domain (e.g:netzebu) to login to complete the install
  7. Agree to the terms of service.
  8. Grant Cisco Support Community data access on your account. We need these in order to to perform keyword search in your email subject and message body.
  9. Click on the Configure Application to complete the install setup.
  10. Then you should see the Cisco Support Community webpage for the successful installation.
  11. Now every Gmail users in your domain should be able to view recent discussions from Cisco Support Community, that matches with the subject or body of the email.

(click the image below to enlarge)

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Try it and tell us what you think!


Click here to install

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The Cisco Support Community invites users to sign up to participate in a virtual (Webex) hosted user testing session of the new Cisco Support Community redesign.


What do I need to participate?

You will need a high speed internet connection and availability on one of the two testing dates and times.

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When will the testing take place?

The testing will be held on:

Date: November 15 and 16th

Time: 10:00 am PST

Duration: 1 hour


How do I sign up? Send us an email with your contact information.

Please include >

 

Name:
UserID:
Phone Number:
Email Address:
Location:
Availability:



When is the deadline for signing up?

November 12th , 2012

We look forward to your Participation!


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The Cisco Support Community won the 2012 W3 Silver Award in the General Website/Community category. w3winner_silver_wht.gif

Every year, the W3 offers awards for excellent creativity on the web. As always the competition among several websites was fierce this year among reputable and well known company websites.

The websites were judged on creativity, usability, navigation, functionality, visual design, and ease of use.

Winners were selected by the International Academy of the Visual Arts (IAVA) which oversees all judging. The members of the IAVA are leading professionals from various disciplines of the visual arts who support and encourage progress of traditional and interactive media. It should be noted that each winning category may have multiple winners.

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New Feature! Cisco Support Community Social Reader lets you share your discussion posts and replies to your Facebook page effortlessly!

Cisco Support Community's Social Reader feature is a new experience that allows you to effortlessly share discussions you have read, replied to or initiated on CSC on your Facebook stream.

Cisco Support Community's Social Reader lets you:

  • Automatically share your recent discussion activity in our community to your Facebook Feed (discussions you have read or replied to – and questions you have posted).
  • View your Facebook friends’ discussion activity if they also participate in Social-reader-logged.pngand activate their Social Reader.
  • Retain full control over what you share.

Using the Social Reader/Where to Find it

When you open a discussion link to read a thread, the new Social Reader widget will be displayed on the right side of the thread under your Actions widget.

To log in, click on the “Log into Facebook” link in order to publish/share with your friends what you are reading/posting on CSC!

FB-SocialReader-App-Page.JPG

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Have you seen it? Sharebar.png

The Cisco Support Community has introduced, a social media sharing bar that "floats" on the leftside of discussions and documents, popularized on sites like Mashable, Wall Street Journal and Tech Republic.

This new feature not only addresses managing the additional social media sites that you, our community, uses, but it floats along the margin, always within your reach, yet out of the way, eliminating the need to page up. And seeing how some of the discussions pages can seem like the go on ad infinitum we feel this will be a benefit to you our community!

You will see that we do have some bugs present that we hope to address in our next maintenance.

Some of them include:

  • IE8 & 9: Tweet button is not left aligned with others
  • hover-over alt tag to Facebook, Google+ and Linkedin icons, missing
  • Messages Shared are not truncating as desired on Google+ and Twitter
  • Sometimes the Share posts the "reply" as the share instead of the originating topic
  • Not available on Blogs or Videos

So when you use it after a while, or immediately, please let us know your thoughts and concerns.

Happy Sharing... and PLEASE don't forget to Mark Your Questions Correct!

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