Cisco Partner Training SORT- Service Order RMA Tool

1. Cisco Partner TrainingSORT- Service Order RMA Tool Lucy Witt Global Trainer Global Bus Ops Mgr January, 2014

2. Requirements for Access to RMA Tools Lucy Witt Global Bus Ops Mgr January, 2014

3. Requirements for Access to SORT • 1. Cisco.com id • 2. Contracts registered to Cisco.com id profile and/or the Service Access Management Tool. • 3. Access to the SORT application grantedafter researching the Cisco.com profile • 4. Access to SORT can be removed at any time if any unauthorized RMA creation activity occurs.

4. IMPORTANT Information re: Premium and NBD contracts • SORT is a contract driven application. If there are no contracts in the Cisco.com profile, then, SORT will display an error message. Contracts in the profile must be active and contain active parts and installed sites. • TIP: Complete an audit of all the contracts in your Cisco.com profile so you can update any contract that does not meet the “active” status criteria. • Ordering parts for PREMIUM contracts: Premium orders are restrictive in that the parts must be registered to an active site on the contract. No shipping address changes are allowed. The only shipping addresses to choose from are the ones registered to the contract. For assistance contact the Global Logistics Center @ 1.800.553.2447 option 4, or click on the Live Chat Link in the SORT Order Creation Module. • Ordering parts for Next Day Business contract: These contracts do not have the same restrictions as Premium contracts. Address changes can be done in the SORT Application for Next Business Day, and Return to Factory contracts,

5. Access to Cisco Service Contract Center • In order to complete an audit of all the contracts on your profile, obtain access to the Cisco Contract Service Center at the following link: • https://apps.cisco.com/CustAdv/ServiceSales/smcam/requestStatusDispatch.do?methodName=onDashboardAction • To gain access, login to the link with your Cisco.com id and password. Click on the FEEDBACK link in the upper right hand corner of the application, to open the case with CSCC support team.

6. Register for a Cisco.com profile- Go to www.cisco.com and click on register link at top of tool bar

7. Contracts must be registered to Cisco.com profile. If contracts not available at time of registration, send an an email to web-help@cisco.com for contracts to be added

8. To request access to SORT, click on the Feedback link on the Landing Page. For more information about SORT, click on the Cisco Support Community link. Link for Landing Page is : http://tools.cisco.com/serviceordertools/svosubmit/tools.do

9. Features of the SORT Application Lucy Witt Global Bus Ops Mgr January, 2014

10. SORT Features • Auto population of your list of contracts when initiating an order • Ability to Save an Order without submitting it • AutoSave of order throughout creation • User’s view into all of their own orders created within the last 30 days • Language support in French and Japanese • Click to Chat – can contact an LSC agent to assist with order creation or questions about the tool • Cisco Support Community – provides trainings, has discussion forums, and provides help documents for all topics regarding RMAs

11. Creating a Service Order Lucy Witt Global Bus Ops Mgr January, 2014

12. Order Entry Process • Order entry is done on one page. The user moves from section to section after clicking on a Continue button. • There are 5-6 sections in the Order Entry process: Contracts, Shipping Section, Delivery Options, Parts, Premium, and if selected, Configuration* • * Please note that if the configurator is used, this is a separate Bolt On application; the name of the configurator is “Selectica”; user is “stepping outside” of the SORT experience. • All functionality that is in the SVO 1.0 or Legacy tool is included in 2.0 • Order creation time may be decreased because of the one page format and data pre-population as highlighted at the beginning of this presentation. • User can return and change address in shipping section before submitting an order. SVO Legacy does not provide this opportunity. • The name of the tool is now SORT (Service Order RMA Tool).

13. Service Order Terminology as relating to (SORT) • Service Order RMA Tool (SORT)- A new link on the SORT Landing Page. • Screen darkens and daisy wheel displays indicating that information is processing. • Navigation Bar-Located on left hand side of page on Review and Create Order Page. Navigation bar moves down the page, highlighting each section.

14. Order Flow 3. Customer taken to Order, Review screen. Completes shipping section, delivery option section ,Part Section, and Premium section (if applicable). Click on continue button after each section. • 1. Search with data entered 2. Data populates, customer selects it or Customer changes data. 4. Customer submits or saves order and final confirmation pages display

15. Adding Modules to the My Cisco Workspace Lucy Witt Global Bus Ops Mgr January, 2014

16. Adding a Module to My Cisco workspace • There are 2 ways to add modules to the My Cisco Workspace. Note: This is a one time set up for users. • Click on the Service Order RMA Tool link from the RMA Tools Landing page. • If the My Cisco Workspace has not been set up yet, and no modules display, click on Add Modules button on the next page. • There are 5 Modules to add to the My Cisco Workspace page. • SORT- Order Create • SORT- Locate an Order • SORT- Order History • SORT- Save an Order • SORT-Alert

17. After clicking on Service Order RMA Tools from SORT Landing page, modules may or may not display. If no modules display, Click on Add Modules

18. Five Modules display on My Cisco Workspace Page. Click on the Add to my Cisco button and modules will load to the My Cisco workspace and display. NOTE: If Modules have been added the “Add to My Cisco” button will not display, as in the example displayed.

19. After modules are added, scroll up and click on “See Workspace” link. This will take the user back to the My Cisco Workspace Page.

20. Click on the Service Order RMA Tool to begin Order Creation from the SORT Landing Page.

21. Create a Service Order Module Cisco.com ID is populated. Click on any of the search queries to find the contract to be used to create the order. Click on the Search button after search criteria data is entered. Note: The Cisco.com id is populated. Select any of the search queries to begin contract search. Click Search button to continue.

22. Serial Number Search Enter a serial number in the field. Click on Search

23. Contract Search Enter the contract number as required, and If part number is known, user has an option to enter the part number. Click on Search.

24. Site Search Enter the location Site ID From the contract as required. Option: Enter part number.

25. Site Details Search Enter as much address search data as needed. The only Required fields are Company Name and Country. Click on Search button to execute search.

26. Transition Screen Display Once search criteria is entered, screen will display the daisy wheel and the screen will darken. This advises the user that the tool is processing information entered.

27. Contract number displays. If this is the correct contract number, click on the Select button. lwitt

28. Review & Complete Your Order Page. This is the main page for order entry. Note the contract section is grayed out, but other ordering sections display on the left. Also, as user scrolls down the page, order sections can be viewed. User moves from section to section by clicking on a continue button at the end of each section. Cisco Systems Inc

29. Contract Section-Not editable and title bar is grayed out on workspace. This is because the contract was selected on previous page and is already populated into the order.

30. Shipping Section- User searches for address by using the 2 links on the right to find ship to address. Note: Ship to contact name and acknowledgment contact name can be changed using editable fields. Click Continue button when section is completed. ABC Company 123 C Street Anywhere, ST. 46953

31. Shipping Section- Country Code Required- In this example country code is shown as “55”, which is incorrect. Click on the On Site Contact “?” mark to find the country code. Select the correct country code from the drop down.

32. Use a Recent Address-Click on Use a Recent Address link Cisco Systems 170 W Tasman Dr San Jose, CA

33. Use a Recent Address Link, cont..- If addresses have been used before they will be selectable from the displayed list. Click on the Select button on right side to populate address to previous page. Cisco Systems Inc

34. Use a Recent address, cont… • User will select either OK or Cancel based on actions displayed.

35. Search for an Address- User clicks on Search for an Address Lucy Witt Cisco Systems 170 West Tasman Dr. San Jose, CA 95134

36. Search for an Address, cont.. • In Search for an address, user will enter search parameters for the address and click on Search button. When address is found, user will select address. Be sure to include the Zip Code in the search. Cisco Systems

37. Search for an Address, cont.. • If address is not found, user can create a one time address by clicking on the Create a One-Time address link or launch another search.

38. Shipping section, cont.. Change the phone number or email if required. Select radio button for survey preference

39. Shipping Section, cont… Change the acknowledgement contact name, phone and email if required. Click on Continue button.

40. Delivery Option Section-Fields are editable for PO Number, Original Sales Order Number, Reference Number. Service Level is displayed, based on contract selected. Additional Comments print on packing list, and Special Instructions put the order on hold. Click on Continue button to move to next section.

41. Part Section- In this example the part has been auto populated due to serial number search. To add more parts use links on the right side of Add Recent Parts or Add Parts. If user needs to configure a part, click on Add Configured parts link. View Parts allows user to view service parts. Failure class is required and failure description is required. The serial number field in this part of the part ordering is optional If serial number displays on the part line, it is required. Optional Required

42. Submit the Order- Click on the Submit Order button Cisco Systems 170 W Tasman San Jose, CA

43. Submitting a Service Order2 Step Order Confirmation Lucy Witt Global Bus Ops Mgr January, 2014

44. Step 1:Order Confirmation process after Submit button is clicked. Temporary Order number displays

45. Step 2-Final Confirmation Page • Service Order Number/ SR Number display on the left side; Create New Order and Get Status links on the right side; Replacement parts display.

46. Final Confirmation page, cont.. • Scrolling down the page, Replacement Parts, and Return Parts display, and if Labor (Field Engineer) is selected for a Premium order, it will display.

47. Final Confirmation Page, cont… • Return the defective part to the address on the right hand side. Other information concerning other types of RMA returns, and asset recovery information is displayed.

48. Premium Order Information Lucy Witt Global Bus Mgr, SORT Program Mgr. January, 2014

49. Premium Order Information:Proactive Customer Alerts Lucy Witt Global Bus Mgr, SORT Program Mgr. January, 2014

50. Premium Information-PCA- Email The email contacts for Acknowledgement, Order Requester, and Site Contact are populated from the order. To add more email contacts, click on the Add Another email address, and 5 more fields will display to add the email address. 8 contacts will be receiving Proactive Email Alerts for the order.