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Cisco Employee

Cisco Technical Support v3.7 - New Features

Accurately Update Installed Location. The Cisco Tech Support mobile application—available for Apple or Android—provides smartphone and tablet access to critical Technical Services support such as support documentation, service request creation and update, serial number scan and lookup, and contract entitlement.

 

Now we have enhanced this robust application with new features for Cisco Support Contract holders. It’s easier than ever to search for support cases, including by RMA number. Push notifications let your customers know when a TAC engineer is assigned to a case opened in the mobile app. Tap on the notification, and we'll launch the app and take you straight to your support case.  And, you can easily and accurately update device Installed base information with a click. Simply scan the Cisco product bar code using a mobile device’s camera and, at the prompt, use the GPS function of the mobile device to pinpoint the installed location of that device. Or, if preferred, input the address manually. As soon as the location information is verified and associated with your customer’s service contract, they’ll be sure to receive faster, more accurate service. And you and Cisco will have more complete and accurate customer information for service and renewals.

 

Have you not tried the app before? The app is broken into two types of content - Entitled and Non-Entitled. If a user has an active support contract they can:

  • View, Update (add notes and attach photos) and Create Cisco Support Cases. If you open a case through the app, we'll send you a push notification when a TAC Engineer has been assigned. Tap on the push notification, and we'll launch the app, and bring you straight to the case in question.
  • View RMA Details tied to a support case
  • Contact your assigned TAC Engineer, Field Engineer and On-Site Contact (later two for RMAs) directly by phone or email
  • Look up entitlement info by serial number. A bar code scanner is provided to make it easier to capture the info
  • View list of contracts you are associated with. Tap on the "calendar icon" to add a reminder in your calendar 90 & 60 days prior to the contract expiring (some partners have indicated this is a nice sales reminder)
  • Access to a mobile version of Bug Search Tool

 

Non Entitled users can:

  • View Externalized TAC Authored Content (TAC Support Docs)
  • Have access to aggregated support information (config guides, data sheets, installation instructions, etc), software downloads and community content specific to a model via "Product Information" then "Select a Product"
  • Access to support related videos, podcasts (includes TAC Security Podcast) and RSS Feeds (includes several several nice security related feeds).

 

Related Links:

 

More than happy to answer any questions you may have.

 

Regards,

Dave Dubé

Product Manager

Cisco Services

  • Cisco Support via Mobile
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