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DART Request Training for Australia Distributors

DART Request Training for Australia Distributors. Objectives. The purpose of this training is to educate the Disti on how to open a DART request with the DART Admin The Disti will also need to know that they can track & respond to their DART requests using a case management tool.

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DART Request Training for Australia Distributors

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  1. DART Request Training for Australia Distributors

  2. Objectives • The purpose of this training is to educate the Disti on how to open a DART request with the DART Admin • The Disti will also need to know that they can track & respond to their DART requests using a case management tool.

  3. Types of DART Requests • New DSA DART Request • New Promotion DART Request • New Standard CTMP DART Request • New Non-Standard CTMP DART Request • DART Revision Request • DART Cancellation Request

  4. New DART Request E-mail • Forward the completed DART BoM template to APAC_DART@external.cisco.com • Requester will receive an automated email notification referencing the case number and confirming that the DART request has been received

  5. BoM Template • DART requestor will need to attach a BoM Template • A sample of the BoM Template is attached below. • Filling up the products section of the template is mandatory for 1 Deal ID to multiple DARTs situation

  6. RightNow Tool URL • URL to access the webpage to submit DART request: http://cisco-dart.custhelp.com/app/ask

  7. Create a new ID and password Click on “My Stuff”

  8. Create a new ID and password – Con’t Click on “Create a New Account”

  9. Create a new ID and password – Con’t • Enter all information highlighted with an asterisk (*) • For security reason, please enter a password Click on “Create Account” to complete the process

  10. Forget your password? Click on “Email Me My Password” to retrieve your password via email

  11. Tracking Your DART Request • Tracking & updating requests is now easily done online via the RNT webpage or by clicking the link within the email notification • Click on “My Stuff” and then select the “Questions” option

  12. Tracking Your DART Request: (continued) • By selecting “My Stuff” & “Questions” the RNT tool will show a complete list of all DART requests submitted by the user Status of the request is also available for disti to view. Different type of status: Unresolved, Waiting on AM, Waiting on User, Solved.

  13. Tracking Your DART Request: (continued) • All requests submitted via the RNT webpage will reference the below subject line format until the DART team action the request • Once the request has been actioned by the DART team this will be manually updated to reflect the Deal ID & end user names which will allow you to search by these categories within the RNT

  14. Tracking Your DART Request: (continued) • All DART requests submitted via e-mail will reference the same subject line as the original e-mail request • When submitting a request via email please enter the following information with the e-mail subject line: Request Type (new DSA DART, new Promotion DART, cancellation etc), & end user name. • For cancellation request, please include the DART ID to be cancelled and the reason for cancellation in the mail body.

  15. Tracking Your DART Request:(continued) • Use the “Search” function to track by keywords (for example End user name, deal id number etc)

  16. Updates from the DART Team • All updates performed by the DART team will result in an automated e-mail to the initial requester, the user simply needs to click on the link within the email to update the request further

  17. How to Update Your DART Request • Select the “Update Questions” options to update the case

  18. See Update from the DART Team • Once the DART has been generated & approved the DART team will update the status of the request to “Solved”

  19. Operating Hours for APAC DART Team • Standard service hours will be (China Dalian time) Monday-Friday 7am - 6pm. • Additional extended coverage will be agreed and provided during Month-end Friday 7am-7pm and Quarter-end Friday 7am-9pm and Saturday 8am-12pm (Noon).  • For Quarter end, DART request cut off for POS will be on 4pm on the Wednesday of the week of quarter end. • During China public holidays, there will be minimum of 3 persons to maintain coverage.

  20. Service Level Agreement for DART Team • DART case created within 4 hours after case is submitted by AM. • If request is clean (No discrepancies), DART to be created and approved within 24 hours. • If needed to contact AM, DART admin to contact AM within 4 hours after case created or last response from AM. • Response time to AM queries reference to existing DART is within 12 hours. After which, the DART Admin will send a reminder. • Final reminder will be sent 3 workings days after previous reminder if no response. • Case will be closed 14 working days after final reminder if no response. • Upon receiving response from AM and all necessary information is updated, DART to be created and approved within 24 hours.

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