vKit Portal Customer Service Central Comparison · © 2012 Cisco and/or its affiliates. All rights...

© 2012 Cisco and/or its affiliates. All rights reserved. 1

Reference Guide:

vKit Portal and

Customer Service Central

Functionality Comparison


Customer Portals – Introduction

Introduction

This reference guide helps to crosswalk existing vKit Portal users into Customer Service Central

Portal.

The reference guide primarily focuses on case creation functionalities and the data fields required to

create a case for a given area.

Additional support can be found at Cisco Customer and Partner Operations Exchange Community.


Customer Portals – Functionality Differences

vKit Portal and Customer Service Central

Selecting Categories

vKit Portal: Users can select more than one checkbox and combine the different categories when

creating a case, thereby, creating multiple cases when submitting a request.

Customer Service Central: Users can only select one combination of Category 1, 2, 3, and/or 4

values when creating a case at a given time. One case is created when submitting a request.

Required Fields

vKit Portal: Users see yellow background, red text, and red asterisks to denote required fields.

Customer Service Central: Users see an orange mark next to required fields.

Segment and Category 1

vKit Portal: The first field called “Segment” is required and the selection does not change any fields

below.

Customer Service Central: The first field, or Category 1, is required and the fields below vary based

on the selection made.


vKit Portal – Opening a Case

vKit Portal

To begin creating a case, the user goes to the Make a Request tab on the vKit Portal.

The vKit Portal is located at: http://ciscoisso.custhelp.com/app/utils/login_form/

http://ciscoisso.custhelp.com/app/utils/login_form/

http://ciscoisso.custhelp.com/app/utils/login_form/


vKit Portal – Opening a Case

vKit Portal

Once in the Make a Request tab, the user selects a Segment.

The user then selects a type of request by clicking on the appropriate checkbox(es).

After selecting the type of request, the fields below appear. These fields vary based on checkbox selected.

Some fields are required and are highlighted with an asterisk, red font, and/or a yellow box.


vKit Portal – Case Submission

Users are able to attach documents before submitting a case by clicking on the Browse button and selecting the file.

Once all the information in the fields is filled out, the user clicks on Continue to submit the case.

The user will then receive an email confirmation.

vKit Portal


vKit Portal – Opening a Case - Required Fields

vKit Portal – Bookings (Faxed Order)

Required Fields

Bill To ID

End Customer Name



vKit Portal – Entitlement

Required Fields

Comment - Entitlement

End Customer Name



vKit Portal – MACD

Required Fields

Comment-MACD

MACD Change Type

Priority

End Customer Name



vKit Portal – Renewal Notification

Required Fields

Contract Expiration

Day Notification

End Customer Name



vKit Portal – Special Request

Required Fields

Date Due (mm/dd/yyyy)

End Customer Name

Comment-Special Req



vKit Portal – CCO Contract Access

Required Fields

Comment – CCO Access

End Customer Name



vKit Portal – Inventory Reconciliation

Required Fields

Cust Inv File Attach

Comment-Invt Recon

End Customer Name



vKit Portal – Quote New/Renewal

Required Fields


Bill To ID

Data Source

Non-Standard Deal

Printout Type

Comment-Quote

New/Re

Display Partner Disc

End Customer Name



vKit Portal – Reporting

Required Fields

Date Range

End Customer Name

Comment - Reporting



vKit Portal – Credit (debook) Request

Required Fields

Reason for Credit

End Customer Name

Sales Order Number



vKit Portal – KTN

Required Fields

KTN Requests

Comment-KTN

End Customer Name



vKit Portal – Quote Update/Change

Required Fields


Printout Type

Display Partner Disc

Comment – Quote Up/Ch

End Customer Name



vKit Portal – Sales Credit Reassignment

Required Fields

End Customer Name

Agent/Team Name

Claim Reason

FSA Name

Sales Order Number

Split %

Total Dollar Amount


Customer Service Central – Opening a Case

To begin creating a case in Customer Service Central, first click on the Open a Case tab in Customer

Service Central. Please note that Customer Service Central is now live at www.cisco.com.

Create a Case

http://www.cisco.com/



You will first have to select the category combination of the case you would like to open by hovering

over the category fly out menu.

Typically, there will be two to three levels of categorization to select when creating a case.

Occasionally, there will be a fourth dynamic question to provide greater clarity around your request.

Create a Case – Category Combinations



Select the Category 1 value, the first level of categorization, by hovering over your selection. This will

auto-populate Category 2 options, which are sub-categories of Category 1.

Hover over the Category 2 value of your choice to select it. This will auto-populate Category 3 options,

which are sub-categories of Category 2.

Hover over the Category 3 and click on it to select it.

Please refer to the Category Menu List and Required Information Reference Guide for a detailed

breakdown of available category combinations and required and optional fields.

Create a Case – Category Combinations

Category 1

Category 2

Category 3



After specifying the categories of the case, click on the Continue button.

Create a Case



This will open a dynamic question field. As mentioned previously, there may be some scenarios for case

creation where Category 3 and the dynamic question are not required.

Create a Case



This will open a form containing multiple fields, which need to be filled out in order to create a case.

Fields displayed in the form vary according to the selection of categories.

All the required fields are indicated with an orange mark next to the field name.

Create a Case



Enter appropriate optional and required information.

In the Describe the issue in as much detail as possible field, describe the case issue in detail. The

description is entered cannot be edited by you after the case has been submitted.

Create a Case



Enter the subject of the case in the Subject textbox. This is also a required field.

Like the case description field, the Subject field also cannot be edited after the case has been

submitted.

Create a Case



If you wish to email a copy of the case to someone else or yourself, type the email address in the

Email Copy To textbox.

Separate each email address by a comma or semi-colon. Note that this field cannot exceed 255

characters.

Create a Case



To attach a document, click on the Browse button and select the document you want to attach.

Attachments must be less than 20 MB and all file types are supported.

Customer Service Central allows only one attachment upon case creation. You can add more

attachments by updating the case after it has been created.

Create a Case



If you are located in the US and if the case is an inquiry for the US federal government, select Yes.

If you are not located in the US, select No if this field appears.

Create a Case



Some optional fields are available to enter information of an Alternate Contact that can be reached in

case you are unavailable.

Create a Case



Click on the Submit button to submit your case.

The user will then receive an email confirming that the case has been submitted.

Note that some of these fields are dynamic and vary based on the category combination originally

selected. Some fields are static and appear regardless of the category combination selected.

Create a Case

Dynamic Fields

Static Fields

vKit Portal Customer Service Central Comparison · © 2012 Cisco and/or its affiliates. All rights...

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