MBS CLT + PHONE PILOT Partner Presentation September 2005

2 Objectives By the end of this presentation you will know…. The intended objectives of this MBS pilot The key function of the Call Logging Tool The benefits of using the Call Logging Tool How to submit a call via the Call Logging Tool The purpose of the Telephone Support Lines

3 Agenda Module 1 – Introduction to CLT + Phone pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

4 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

5 Pilot Introduction Microsoft is running a Pilot project for Norwegian, Swedish and Spanish partners This Pilot will start September 2005 and run for approximately 3 months Over 300 Partners have been invited to be a part of the Pilot and work closely with Microsoft during this period The Pilot is intended to test service enhancements which improve the Customer Partner Experience with engaging Microsoft EOC Support

6 Pilot Introduction (cont.) The Pilot will test the use of a web interface Call Logging Tool known as CLT for submitting ITR’s Partners will be able to submit queries and orders directly into EOC Customer Support As part of the Pilot a Telephone Line will be available for partners to use if required to follow up on existing ITR’s During the pilot there will be a number of occasions where Partners will be invited to provide feedback on the pilot At the completion of the Pilot, results will be reviewed with Partners and Microsoft will share the Next Steps in regards to this pilot initiative

7 Introduction to CLT What is the Call Logging Tool? The Call Logging Tool (CLT) is a Web Based tool used by Microsoft Partners to submit queries and orders into EOC Where is CLT located? The Call Logging Tool is accessed via your Worldwide Region/Country section within the MBS PartnerSource Portal How is it used? Requests are submitted directly from the tool to the MBS Customer Care team at EOC Who uses CLT? CLT is used by Microsoft Partners and Microsoft Sales Offices

8 Benefits to MBS Partners CLT provides a user friendly query submission interface tool Within CLT, Partners have visibility of all of their open ITRs The Call Logging Tool ensures that all information required to resolve a query is obtained upfront The query resolution Service Level time begins when Partners submit a request through the Call Logging Tool Partners receive an automatic response with an Incident Tracking Reference number (ITR#) All correspondence with regard to the query is stored in the central Microsoft Customer Service database All of the above help to reduce query processing times

9 CLT + Phone Pilot - Process Topology

10 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

11 Partners must have an account within MBS VOICE otherwise one will need to be created Users must appear as a ‘Professional’ within their ‘Organization’ profile within VOICE (the VOICE Administrator at the Partner site can configure this) When a new Professional is added to an Organization within VOICE, there is an option to ‘Send Invitation ’ as part of setting up the Professional This option must be selected so that instructions for linking the Microsoft Passport to the VOICE account are sent by Partner VOICE account configuration

12 If a Professional already exists within VOICE but hasn’t linked their Microsoft Passport, this must be completed When editing a VOICE Professional profile, on the right there is a button called ‘Link Passport’ Clicking this button sends an Invitation with instructions on how to link the Microsoft Passport to the VOICE account These steps MUST be completed so that an account is created in the Call Logging Tool (CLT) Without a Microsoft Passport linked to the VOICE account there will be no way to login to CLT Partner VOICE account configuration (cont’d)

13 Configuration Support If users/administrators have issues with Passport accounts such as username/password, Security key, etc... please contact the Microsoft.NET Passport support team at: uctkey=passport&ct=eformfree uctkey=passport&ct=eformfree If users/administrators have any questions regarding this process, please contact the MBS VOICE support team at:

14 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

15 Accessing the Call Logging Tool Partners can access CLT from the Worldwide Sites section for Norway located on the PartnerSource MBS web portal

16 Accessing the Call Logging Tool The Call Logging Tool can be accessed via the Banner or Article link as indicated in the below screen capture

17 Background information on Call Logging Tool Support links Accessing the Call Logging Tool Link providing access

18 Call Logging Tool – Home page When you click the Call Logging Tool link within PartnerSource you are logged into CLT and ‘Call Logging Tool – Home’ screen is displayed If ITR’s have previously been submitted to EOC a brief summary of them is displayed here (shows last 25 ITR’s or the last 15 days worth of ITR’s)

19 Navigating within Call Logging Tool Complete Page 1: Location, Program, Contact Type Complete Page 2: Specific to Page 1 and Submit the Query or Order into EOC Receive an automated with Reference number These Steps are illustrated in the following series of slides Steps From the CLT - Home page click the ‘New Query’ button to submit an Incident Request to EOC The Call Logging Tool consists of 2 pages of information collected on the Incident being submitted

20 Call Logging Tool - Page 1 Once you select ‘New Query’ from the home screen CLT Page 1 displays Lets take a closer look…..

21 Complete Page 1 – Call Logging Tool Step 1 - Select your country – example ‘Denmark’ Step 2 - Select the Business stream – ‘Microsoft Commercial’ Step 3 - Select the Program Name – ‘MBS’ Step 4 - Select Type for example - ‘Operational Query/Request’ Click ‘ Add to my profile ’ so the system will remember your choice the next time you logon

22 Complete Page 1 (cont.) Step 5 - Select Reason for example ‘Price Query’ Step 6 - Select Sub Reason, for example ‘Current Price Point Query’ Step 7 - Enter the Subject which is required Step 8 - To Copy an address on the CLT, enter it in the CC box Step 9 - Click Next to move to Page 2 of the Call Logging Tool

23 Complete Page 2 – Call Logging Tool Page 2 asks you to provide additional information based on your Selection on Page 1 Use the Comments box to enter free text Attach any required files (make sure to click the ‘Attach’ button) Press the Submit button to send your CLT request to Microsoft Note: See appendix 1 for Credit & re-bill attachments *

24 What happens next? Once you Submit your query is automatically sent to EOC Within 1 hour you will receive an from EOC which contains a unique reference Incident Tracking Request number or ITR#

25 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

26 How do I know which options to choose? Using the Call Logging Tool Roadmap for the Contact Codes you will be able to select the correct Reason & Sub-Reason options to use when submitting queries and orders to EOC Lets take a look…..

27 CLT Step 1 – 3 Defaults During the Call Logging Tool pilot, it’s very important you set Step 1, Step 2 and Step 3 on Page 1 of the Call Logging Tool: Step 1 - Select your country This must be set to either Norway, Sweden or Spain Step 2 - Select the Business stream This must be set to Microsoft Commercial Step 3 - Select the Program Name This must be set to MBS Note: if the above 3 options are not selected then your ITR will not reach the correct area within Microsoft Customer Services Division

28 CLT – Roadmap for Contact Codes

29 Example ITR - Request to Process an Order Select Country – Sweden, Norway or Spain Business Stream - Select ‘Microsoft Commercial’ Program Name – Select ‘MBS’ Type of Query – Select ‘Order Transaction Request’ Reason – Select ‘Process Order/Report’ Sub Reason - Select ‘Standard Order’ On Page 2 enter the Value of the Order (on PO Number field) and enter the Currency

30 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

31 What happens when you submit a query Following are the steps for the query resolution pilot process: As soon as you use CLT to log a query it is routed to EOC and a confirmation is sent with your ITR number Once an ITR has been raised it can then be internally tracked from within our Microsoft Customer Support database for tracking and the SLA for resolution begins MBS Customer Support Agents review the customer query queue and respond to queries by ing a resolution response within the SLA period

32 What happens when you submit a query If you wish to check the status or progress of a query you now have the facility to ring a telephone line for your language and check the status by quoting your ITR Number to the Agent If you call the telephone line the answering Customer Care Agent will update the ITR to record that you have contacted Microsoft and the reason The Customer Care Agent answering the call will check your ITR number and advise the status from our customer support database

33 MBS Telephone Line Overview As part of the pilot implementation of CLT a telephone line will be available for you to use in your own language The Telephone Line can not be called unless CLT has been used to log a query and an ITR# has been issued The Telephone line can be used for: Orders that are urgent and need to be processed quickly Obtaining a Status update on your query progress after quoting your ITR# (Incident Tracking Report Number) ITRs approaching being out of the agreed 72 hour Service Level Agreement (SLA) for resolution Escalating a query where you’ve not received a quality response from Customer Support

34 If your telephone call is not answered by one of our Telephone Agents, the call will divert to a Voic service in the localised language for you to leave a message and your ITR number The Telephone Agents regularly check the Voic service to respond to the Partner with the status or resolution of your query The telephone line for checking query status is available for use from 9:00am to 6:00pm in the local time of each pilot country Calls to the Telephone line requiring escalation outside the control of a Customer Support Agent can be escalated to a Supervisor and/or Management if it is required Customer Support Agents may engage the COS if required to help with the resolution of a query if it is required MBS Telephone Line Overview (cont)

35 Being involved in this Pilot you can help Microsoft by: Taking advantage of improved customer service facilities Ensuring all Partners who engage with EOC begin to submit their queries and orders during the pilot via CLT Using the telephone service only after submitting a request via the Call Logging Tool and obtaining an ITR number Always quoting the ITR# when using the telephone service Providing feedback on the pilot to Microsoft when requested Completing an information survey, rating various aspects of the pilot and the new service being trialled Pilot Involvement

36 Who to Contact with Pilot issues? If you require additional training on the Call Logging Tool please contact your Channel Account Specialist If CLT is unavailable or you are having a problem accessing the Call Logging Tool please contact the VOICE Administrator at your Partner site If the problem accessing the Call Logging Tool remains, either or call the relevant telephone number provided for your language for

37 Agenda Module 1 – Introduction to CLT + Phone Pilot Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Roadmap Module 5 – Call Management Module 6 – Using CLT for Credit & Rebills

38 The Call Logging Tool may be used by a partner for claiming a Credit and seeking the associated Re-bill A specially formalised template must be completed for approved Credit & Re-bill scenarios which is available from the Call Logging Tool page on PartnerSource This template must be attached as part of the Call Logging Tool query submission process A sample of this template and the process of uploading this document to CLT is outlined on the next series of slides Should you encounter any difficulty using the template, please liaise directly with your COS for help Using CLT for Credits & Re-bills

39 Credits & Re-bills Template Once the Credit & Rebills template is submitted via CLT it will be reviewed and forwarded to the relevant department for a resolution

40 Log into the Call Logging Tool (CLT) via the worldwide section for your country on MBS PartnerSource Once logged into CLT, click the New Request button Step 1 – Select Country – example ‘Norway’ for a credit request for a business based in Norway Step 2 – Select Business stream – ‘Microsoft Commercial’ Step 3 – Select Program Name – ‘MBS’ Step 4 – Select Type – ‘Order Transaction Request Step 5 – Select Reason – ‘Adjust or Cancel Order/Report’ Step 6 – Select Sub Reason – choose the Sub-Reason that best reflects why you are seeking the credit Step 7 – Enter the Subject line – this is a required field so please enter ‘Credit Request’ as the subject Submitting CLT Credit & re-bill steps

41 Step 8 – On the CC line add your address if you wish to receive a copy of what’s been submitted to Microsoft Step 9 – Click the Next button to move to the next page of CLT Step 10 – On the Additional Information page the Comments field is the only compulsory field, however please provide as much information as possible Step 11 – You must attach the Credit Application form (this spreadsheet)to your CLT submission because without a completed form, Microsoft cannot process your credit request. Attach the form using the File to Attach section of the screen and make sure you click the Attach button to complete the attachment process. Step 12 – Finally you must click the Submit button to complete the CLT ITR submission process and you should receive your ITR number by in a matter of minutes Submitting CLT Credit & re-bill steps

42 Attaching the Credit & Re-Bills template Attached please find a Credit & Re-bill request form relating to Price difference in Nov Steps for uploading and submitting Credit & Re-bill template

43 Objectives - Recap From this pilot presentation you now know…. The intended objectives of this MBS pilot The key function of the Call Logging Tool The benefits of using the Call Logging Tool How to submit a call via the Call Logging Tool The purpose of the Telephone Support Lines

44 MBS Operations Customer Support Should you need to follow up on an ITR with Microsoft Operations, the following telephone number has been enabled for Norway: NORWAY FREEPHONE: INTERNATIONAL:

45 Questions? © 2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.