My Cisco Workspace Portal Customer Service Central Module Debbie Aucoin Project Manager, Cisco WebEx Training September 2015 GPL Compliance Hold Inquiry

Cisco Confidential 2 © Cisco and/or its affiliates. All rights reserved. My Cisco Workspace - Customer Service Central Module GPL Compliance Hold Inquiry Notification Acknowledgement Case Escalation

Cisco Confidential 3 © Cisco and/or its affiliates. All rights reserved. My Cisco Workspace Customer Service Central Module

Cisco Confidential 4 © Cisco and/or its affiliates. All rights reserved.  Customer Service Central (CSC) is an integrated and unified case management tool  CSC Benefits  Makes doing business with Cisco easy  Increases case visibility as users able to track status or escalate submitted cases  Provides easy and efficient case management My Cisco Workspace - Customer Service Central Module

Cisco Confidential 5 © Cisco and/or its affiliates. All rights reserved.  If you currently have a My Cisco Workspace account, please check to make sure your address is in your profile as per linklink  If you currently do not have a My Cisco Workspace account, please register or go to and click on My Cisco at the top right corner. register  For the Customer Service Central module, click on the Add Modules button and locate the Customer Service Central Module. Click on the “Add to My Cisco” button.  Note: Please use Firefox/Mozilla browser My Cisco Workspace – Customer Service Central Module

Cisco Confidential 6 © Cisco and/or its affiliates. All rights reserved.  You can view your cases by selecting the “My Cases” tab  You can open a case by selecting the “Open a Case” tab Customer Service Central Module

Cisco Confidential 7 © Cisco and/or its affiliates. All rights reserved. GPL Compliance Hold Inquiry

Cisco Confidential 8 © Cisco and/or its affiliates. All rights reserved.  To submit a GPL Compliance Hold inquiry, under the Customer Service Central module, click on the “Open a Case” tab.  Step 1 : Tell us what type of case:  Click “View All” under Orders case type and then select “Order on Hold.”. Customer Service Central Module – GPL Compliance Hold

Cisco Confidential 9 © Cisco and/or its affiliates. All rights reserved.  Step 2 : Describe the issue:  Type of Hold: Select “Compliance Hold” in the drop down menu.  What is the subject? Enter “Webex GPL”  Please disregard the US Federal Government question.  Enter the detail of your request in the text box aligned to “Please describe the issue in detail.” Customer Service Central Module - GPL Compliance Hold

Cisco Confidential 10 © Cisco and/or its affiliates. All rights reserved.  Step 3 : Provide additional case details:  Enter the SO# in the SO# required field.  Line # and Ship Set # is not required, please disregard.. Customer Service Central Module - GPL Compliance Hold

Cisco Confidential 11 © Cisco and/or its affiliates. All rights reserved.  Step 4 : Confirm contact details and submit  If your case has another contact, check the box next to “This case has an alternative contact” and enter contact name, , and phone details. Customer Service Central Module - GPL Compliance Hold

Cisco Confidential 12 © Cisco and/or its affiliates. All rights reserved.  Step 4 : Confirm contact details and submit continue:  Check the box next to “Send a copy of all correspondence to another contact.”  This feature will allow others to see the details of your case and they will be able to respond to the notification to provide additional information as needed. Customer Service Central Module – GPL Compliance Hold

Cisco Confidential 13 © Cisco and/or its affiliates. All rights reserved.  Step 4 : Confirm contact details and submit continue:  Review the details of your case, and then click the “Submit Case” button. You will receive an acknowledgement of your case.  You can bookmark the template if needed by clicking on the “Bookmark this case template for future use” name the bookmark and click “Add Bookmark” button. Customer Service Central Module – GPL Compliance Hold

Cisco Confidential 14 © Cisco and/or its affiliates. All rights reserved. Notification Acknowledgement

Cisco Confidential 15 © Cisco and/or its affiliates. All rights reserved.

Cisco Confidential 16 © Cisco and/or its affiliates. All rights reserved. Case Escalation

Cisco Confidential 17 © Cisco and/or its affiliates. All rights reserved.  If your case is urgent, please escalate through Customer Service Central as per steps below:  Navigate to My Cisco Workspace Navigate to My Cisco Workspace  Search for or click on the case number in the My Cases tab  Click the Escalate Button  Select an Escalation Reason  Add any comments  Click the Escalation Button  Note: You may escalate it once it has been open 24 hours or longer Case Escalation

Thank you.