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.

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

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

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

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

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

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

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

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

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

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.

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

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.

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

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

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

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”

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.

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.