Partner Smart Assist Service Comprehensive Enablement Training Gain Insights to Develop Subject Matter Expertise in Cisco Smart Capabilities June 2016 Partner Smart Assist Enablement Training – Global

Partner Smart Assist Enablement Training Demonstrate Listen Ask Learn Expertise Engage Welcome to the Partner Smart Assist Enablement Training. This presentation is a comprehensive overview of the Partner Smart Assist enablement training. The presentation covers the following topics: Cisco Services Access Management Tool Registering for the Smart Net Total Care portal Letter of Authorization

Agenda How is Data Access Managed What is Cisco Services Access Management Tool Why it is Important Self Registration Process Cisco Services Access Management Tool Navigation LOA Access Detailed agenda for the comprehensive Partner Smart Assist enablement training (all training days)

Access Management For any portal or any tool we use there is a process of security and access management (who’s data and who can access that data). For Partner Smart Assist access to the Smart Services Connection is managed by the tool on the left (Cisco Services Access Management tool). Its like a Phone Book, you must first be listed in the phone book before anyone can call you, in this case, give you access to your customers data.

Access Management: High Level Steps You can access customer data in the portal Customer grants partner access Customer listed in Cisco Services Access Management Partner listed in Cisco Services Access Management Access Management: High Level Steps In Cisco Services Access Management you have to be listed in this address book, your end customer must also be listed in this address book; they are responsible for setting themselves up (we will explain this further later. Once you are both in the address book, the customer will allow you access to their data in the Smart Services Connection Portal. Once this is done, you will be able to log into the portal and view your customers data.

Cisco Services Access Management Tool What is Cisco Services Access Management? The Cisco Services Access Management tool provides proactive self-service access management to Cisco services. It requires customers to designate a Customer Delegated Administrator, known as the “DA”. What is a Delegated Administrator (DA)? Delegated Administration allows for a structured approach and greater control over “who gets access to what.” The DA will be responsible for all Smart Net Total Care user access management at their company, as well as for other Cisco services that use this company access system. Delegated Administration allows for user self- service access, providing a structure to enable customers and partners to assume greater control over “who gets access to what”. The DA is also referred to as ‘Company Administrator’ in the Cisco Services Access Management tool

Steps to Initiate Smart Capabilities Service Delivery to Your Customers Your company needs to have a registered Delegated Administrator (“DA”) in the Cisco Services Access Management tool. Each user needs to have a profile in the Cisco Services Access Management Tool. In order to see customer data in the Smart Net Total Care (SNTC) portal, your customers need to grant you Cisco Branded Reseller (“CBR”) access to their Smart Services Connection Portal. The DA will be responsible for all Smart Net Total Care user access management at their company, as well as for other Cisco services that use this company access system. Delegated Administration allows for user self- service access, providing a structure to enable customers and partners to assume greater control over “who gets access to what”. The DA is also referred to as ‘Company Administrator’ in the Cisco Services Access Management tool

How to Get Access Cisco Services Access Management Partner must be registered by the customer as a CBR User or CBR Admin This step can only be done by the customer’s DA http://tools.cisco.com/CDCEB Smart Services Connection – SNTC Portal Customer can provide partner LOA access here This step can only be done by the Cust Admin user https://tools.cisco.com/smartservices/ The DA will be responsible for all Smart Net Total Care user access management at their company, as well as for other Cisco services that use this company access system. Delegated Administration allows for user self- service access, providing a structure to enable customers and partners to assume greater control over “who gets access to what”. The DA is also referred to as ‘Company Administrator’ in the Cisco Services Access Management tool

Registering for your Company’s Access Each Partner Needs to Have a DA Partner Each Partner needs to have a Delegated Admin for his/her company. Registering for your Company’s Access In order to be granted CBR Access to any customer data, a partner must first be registered in the Cisco Services Access Manager tool under their company. CBR Access Once a partner is a registered user in the Cisco Services Access Management tool, the partner's customers can grant him/her access to their data by assigning him/her the CBR Role.

Roles Roles in Cisco Services Access Management Roles in Smart Net Total Care Delegated Administrator (company administrator) DA for all Cisco services Associates users with a company (also to external users) Assigns roles to admins and users of Cisco services Nominates additional DAs Approves or denies user requests Role Administrator Performs role assignment to users (also to external users) Assigns, approves and rejects user role requests Customer Administrator Manage (register, edit add/or delete) collectors View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management Customer User (Internal) View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management CBR User (External) View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management Role Administrators are two kinds – Internal Role Administrator and External Role Administrator. Internal Role Administrator can only assign roles only within the company. External Role Administrator can assign to users outside of his company. Role Administrators are not authorized to change any company settings or make/approve user-company associations. That responsibility remains with the Company Administrator. Smart Net Total Care Roles are also referred to as Service Access roles within Cisco Services Access Management Services roles are built into the system. Along with the role come certain rights and limitations that will enable and limit what each person can view or do, as they use portal interface. Users can submit their own requests to DA (via Cisco.com Profile Manager). DA approves or denies those requests. DA explicitly associate users and assign roles.

Access in Smart Net Total Care Portal Letter of Authorization (LOA) Enables Partners to see an additional set of Cisco branded contract data where that Partner is not the contract Bill-To Customer Administrator can grant this additional visibility to any Partner Time-based access to LOA fields (1-12 Months) Target Role: CBR User or CBR Admin

Cisco Services Access Management Self Registration Process

Cisco Services Access Management Tool Self Registration Process

Landing Page Focused on Smart Net Total Care Registration

Send Verification Email to User Verify Profile Contract# S/N # Request Forwarded To Existing DA DA Success Automated Onboarding (EF API) Request Submitted for Manual Onboarding Become Delegated Administrator Verify Email Confirm Email Verification Page Scenario 2: User Company does not have registered Delegated Administrator SNTC Overview Scenario 1: User Company has Delegated Administrator Send Email to DA Send Email to User Send Verification Email to User Send Request for Manual Onboarding User Validated User Not Validated User Choose ”None of the Above” Send Welcome Email to User Don’t forget to verify you have a valid & active CCO ID! Do you have a valid & updated CCO ID? Update profile here https://tools.cisco.com/RPF/profile/profile_management.do https://tools.cisco.com/RPF/profile/profile_management.do

Overview Page

Enter a Valid Contract # S/N #

Scenario 1: Delegated Administrator is registered for the user company

Request submitted to the current Delegated Administrator

Email 1: Sent to the current Delegated Administrator

Email 2: Sent to the Registering User

Scenario 2: Delegated Administrator is not registered for the user company

User will choose the best option that represents the scope of authority User can click back to enter additional contract# & S/N#

Verify user email

Click on link provided in the email

Email successfully verified

User Registration Successful

Email: Welcome to Smart Net Total Care

Request forwarded to Cisco Agent for manual onboarding

Emails from Cisco Service Access Management tool

Email 1# Delegated Administrator

Email 2# Customer Admin Role

Cisco Services Access Management Tool

What is Cisco Services Access Management & Delegated Admin Available Roles Complete your Access to Smart Net Total Care Portal How to Add, Edit, Remove Users Delegated Administrator Management Best Practice Useful Links Today we will cover: Smart Net Total Care 3.0 Slides: Released to Production on February 11, 2015

Cisco Services Access Management Tool Provides proactive self-service access management to Cisco services Requires designation of a Customer Delegated Administrator (“DA”) DA provides a structured approach and greater control over “who gets access to what” The Cisco Services Access Management tool provides proactive access management aimed at enabling self-service access management, allowing customers to run their business more efficiently. Within Cisco Services Access Management, Companies can perform: User-Company Associations User Role Assignments Additional Administrators Company and Administrator Settings

Delegated Administrator (DA) Delegated Administration is Cisco’s self-service access management that allows you to decide independently who in your company should have access to each Cisco service program The DA has complete control to administer user access rather than contacting Cisco to submit access requests. This gives you greater control and manageability. The DA will be responsible for all Smart Net Total Care user access management at their company, as well as for other Cisco services that use this company access system. Delegated Administration allows for user self- service access, providing a structure to enable customers and partners to assume greater control over “who gets access to what”. The DA is also referred to as ‘Company Administrator’ in the Cisco Services Access Management tool

Roles Roles in Cisco Services Access Management Roles in Smart Net Total Care Delegated Administrator (company administrator) DA for all Cisco services Associates users with a company (also to external users) Assigns roles to admins and users of Cisco services Nominates additional DAs Approves or denies user requests Role Administrator Performs role assignment to users (also to external users) Assigns, approves and rejects user role requests Customer Administrator Manage (register, edit add/or delete) collectors View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management Customer User (Internal) View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management CBR User (External) View reports which the user is associated with, such as All Devices, All Contracts, Product Alerts, Device Configuration, Service Coverage Management Role Administrators are two kinds – Internal Role Administrator and External Role Administrator. Internal Role Administrator can only assign roles only within the company. External Role Administrator can assign to users outside of his company. Role Administrators are not authorized to change any company settings or make/approve user-company associations. That responsibility remains with the Company Administrator. Smart Net Total Care Roles are also referred to as Service Access roles within Cisco Services Access Management Services roles are built into the system. Along with the role come certain rights and limitations that will enable and limit what each person can view or do, as they use portal interface. Users can submit their own requests to DA (via Cisco.com Profile Manager). DA approves or denies those requests. Da explicitly associate users and assign roles.

Takeaway Slides from Portal Demo

Complete your access to the Smart Net Total Care portal (as Delegated Admin) 1 You will receive an email notification that your Cisco account has been associated to your company and that you have been nominated to become the DA for your company 2 Accept the Terms and Conditions if you have not done so already (Link enclosed in the email) 3 Log into Cisco Services Access Management and assign yourself the Customer Admin role to access the Smart Net Total Care portal If DA wants to pass this responsibility to someone else, first they must accept terms and conditions and then nominate the other person.

Granting Access to Internal and External Users Two-step process Step 1 Step 2 This is from the customers perspective…

Assign an Internal User to a Company Step 1 Assign an Internal User to a Company 1 Go to User-Company Associations tab Select Associate User to My Company 2 3 Enter a valid COOID or email address and click Next 4 Select the company location or search for a specific location and click Next 5 Verify details and click Finish 6 A notification will be sent to the user confirming their association to the company User-company association is a pre-requisite to assigning a User roles. A Delegated Administrator will associate users to their company, so that those users can access Cisco services. After the association, the DA can assign roles that limit what activities the user can conduct in the assigned Service Change a User’s Company Association User company associations can also be changed or deleted over time by company administrators based on need or when users leave the company. Revalidate User Association Requests Revalidation of user associations may be necessary due to organizational changes in the company’s legal hierarchy. If there are any users associated with a company location that is affected by the organizational change, those users will automatically be moved to a new location and the Delegated Administrator will be notified to review and revalidate those users’ access. View Existing Users Associated with the Company Delegated Administrators can view the existing User-Company Associations. Batch Uploads Multiple Users can be associated to a company via batch upload. More details can be found in the User Guide. This is especially helpful to onboard or migrate users from another system or user repository

Assign the Smart Net Total Care Role to the Internal User Step 2 Assign the Smart Net Total Care Role to the Internal User 1 Go to User-Role Associations tab 2 Select Assign Roles to Users 3 Select from a list of existing users or search by first/last name, CCOID or email address and click Next 4 Select Smart Net Total Care Service to open roles 5 Select a Role 6 Identify Start and End dates if applicable 7 Click Finish 8 A notification will be sent to the user confirming granting access to Smart Net Total Care Hover the mouse over a role to display a more detailed description of the role and its capabilities. Use the checkboxes to select one or more roles to assign to the selected user. The DA can optionally enter a future Start Date and/or End Date for the role assignment. If the Start Date is left blank, the role assignment will be active immediately If the End Date is left blank, the role assignment will remain active indefinitely, until the company’s service enablement expires. The Batch Upload can also be used here to associate multiple users to Roles. This is the same process you followed to assign yourself as Customer Administrator

Assign an External User 1 Go to User-Role Associations tab 2 Select Assign Roles to User Outside of My Company 3 Search by CCOID and email address and click Next 4 Select Smart Net Total Care Service to open roles 5 Select the External Role – CBR User and click Finish 6 A notification will be sent to the user confirming that Smart Net Total Care access has been granted to them Customer Administrators may also assign roles to external users who: Are associated with their company Have CCOID Have an email address associated with their CCOID Granting access to Partner can be performed by either DA or Role Administrator.

Changing User Company Association Changing User’s Role Assignment Edit User Access Changing User Company Association Changing User’s Role Assignment 1 Go to User-Company Associations and select Change a User’s Company Association 1 Go to User-Role Assignments and select Change a User’s Role Assignment 2 Select the user and click Edit 2 Use radio button to select the role and click Edit 3 On the next screen, change the View option to My Full Span of Control 3 Click to expand currently assigned roles and additional available roles 4 Select the user’s new location and click Save 4 Check the box next to the role and optionally, enter start/end date and click Save Change a User’s Company Association User company associations can also be changed or deleted over time by company administrators based on need or when users leave the company. Revalidate User Association Requests Revalidation of user associations may be necessary due to organizational changes in the company’s legal hierarchy. If there are any users associated with a company location that is affected by the organizational change, those users will automatically be moved to a new location and the Delegated Administrator will be notified to review and revalidate those users’ access. View Existing Users Associated with the Company Delegated Administrators can view the existing User-Company Associations. To change the start or end date of a user’s current Assigned Role, enter the new date value in the corresponding field. If the Start Date is left blank, the role assignment is immediately active If the End Date is left blank, the role assignment will remain active until the role is manually removed

Remove User Company Association Remove User’s Role Assignment Remove User Access Remove User Company Association Remove User’s Role Assignment 1 Go to User-Company Associations and select Change a User’s Company Association 1 Go to User-Role Assignments and select Change a User’s Role Assignment 2 Select the user the radio button and click on Remove Association 2 Select the role to be removed and click Remove Role No need to click Save/Finish when removing either association or removing a role.

Managing Delegated Administrators A Delegated Administrator can: Nominate additional company administrators Set up multiple branch locations with multiple administrators Structure can be changed over time as needed.

1 1 2 2 3 3 4 5 Nominating other Delegated Administrators Viewing and Removing Existing Delegated Administrators 1 Go to Administrators tab and select Nominate an Administrator 1 Go to Administrators tab 2 Select Admin Type and click Next 2 Select View Existing Administrators 3 Select user from a list of existing users or by CCO ID/email address and click Next 3 Use the radio button to select a User and click Remove 4 Select the Company Location or search for a specific location and click Finish 5 Notification will be sent to the new Delegated Administrator confirming their nomination Nominating Multiple Additional Delegated Administrators can be done via Batch Upload similarly to user-co-Company association and user-to-role assignment. Admin Type: Either Company Administrator or Role Administrator Remove Existing Delegated Administrator The Delegated Administrator can remove the Delegated Administrator role from themselves or any other Delegated Administrator in their company.

Best Practices Have a least 1 Delegated Admin & 1 Back Up DA At least 1 DA should exist at all times The DA is for all Cisco Services that use Cisco Services Access Management (not just Smart Net Total Care) Where there are multiple DAs, the company should designate a Main DA; the others are considered backups or have limited/defined responsibilities The system does not enforce any status differences; all DA’s have the same rights within Cisco Services Access Management It is up to the DA within the company to make sure that they are not overwriting each other’s role assignments

How Your Customer Grants You LOA Access

Letter of Authorization (LOA) Enables Partners to see an additional set of Cisco branded contract data where that Partner is not the contract Bill-To Customer Administrator can grant this additional visibility to any Partner Time-based access to LOA fields (1-12 Months) Target Role: CBR User or CBR Admin

LOA Fields Viewable in Online Reports Additional fields that will be visible after LOA With LOA access, the CBR user will be able to see Service End Date, Install site address, and the service program name for devices on contracts that they are not the bill-to. They will not have access to any other information per Cisco’s standard information disclosure policies. In this screen, you will notice that the contract number is not revealed. It is marked as ‘Others’ as has historically been the case in offline reports generated by CBR users.

Steps to Grant Time-Based LOA Access (by the Customer Admin – to update an existing CBR user) 1 Login in to Smart Net Total Care 3.x portal (https://tools.cisco.com/smartservices 2 In the Admin dashboard, click to maximize the Users pane 3 Select the Partner User form the list displayed 4 Right-click and select “Manage Access” from the options displayed Steps Cont’d

Steps to Grant Time-Based LOA Access Cont’d (by the Customer Admin – to update an existing CBR user) 5 Select the LOA check box 6 Specify the duration from the dropdown 7 Click Confirm to save the new information

If your customer hasn’t set up their Cisco Services Access Management entry, it will be impossible to generate the collector entitlement certificate. If your customer has not provided you with CBR Access, you will not be able to access their data in the Smart Services Connection Portal.

Smart Net Total Care Toolkit Cisco Services Access Management tool Smart Net Total Care Portal (Smart Services Connection) New Smart Net Total Care Interface Introduction Video Customer eLearning Smart Net Total Care How-to Videos on YouTube Smart Net Total Care Service Description Smart Net Total Care Community (best viewed in Firefox or Chrome) Smart Net Total Care Smart Edge Webinar Series To obtain a Cisco CCO ID

Partner Smart Assist Service Resources Cisco Community – Partner Smart Assist Resource Library Partner Smart Assist Service Overview Presentation for Partners Partner Smart Assist Service At A Glance for Partners Partner Smart Assist Service FAQs for Partners Partner Smart Assist Service Quoting & Ordering Tip Sheet for Partners Partner Smart Assist Service Training Brochure Partner Smart Assist Service Welcome Kit Partner Smart Assist Service Training Schedule and Registration