1. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 Kieran Casey SSC Community Manager October 5, 2011

2. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Provide tool users with information relevant to their work Allow participants to ask questions of our Subject Matter Experts Provide tips and tricks for how to get certain tasks done faster

3. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Crystal Aubry

4. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Note: All participants will be muted upon entry. We will un-mute participants during our Q&A session. Ask a question: At any time during the presentation, you may submit a question by typing it into the Q&A panel At the end of the presentation, we will review the questions that came in as well as take additional ones from our audience 1. Click [?] 2. Type your question here

5. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 © 2010 Cisco and/or its affiliates. All rights reserved. 5

6. Cisco Confidential 6 Top Order Submission Failure Reasons Line Duplicated on Another Quote Error Searching CSCC for Contract Information Using SNIF (Serial Number Information Finder) Registering Contracts

7. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 XXCSS_QOT_ORD_LINE_DUPL_S -This item already appears on another quote with a status of Order in Progress or beyond. Attempting to order service for this item will result in an order submission failure. XXCSS_QOT_CON_SITE_CUST_TRG - The Target Site of this line does not appear to belong to the customer(s) on the Target Contract. XXCSS_QOT_SER_NEW_COVERAGE Service coverage for this product has already been renewed for the dates requested. SCSER1004 - This product is already covered by a service contract for the dates specified.

8. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Error Code: XXCSS_QOT_PREORD_LIN_DUP_S(Informational) Lines Duplicated Across Quotes Found in Status of: Valid Order Failed Submission

9. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Error Code: XXCSS_QOT_POSTORD_LINE_DUP_S (Warning) Lines Duplicated Across Quotes Found in Status of: Order in Progress Subsequent Statuses

10. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Error Code: XXCSS_QOT_ORD_LINE_DUPL_S (Warning) Lines Duplicated Across Quotes Found in Status of: Order in Progress Subsequent Statuses

11. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 From the Error details screen, you can download the details of the affected lines. Select the option ‘Errored Lines duplicated across Quotes” to get the necessary information.

12. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Example of the Errored Lines report Helps determine which quotes the serial numbers are duplicated on as well as the status of the quotes Make a decision on what quote the lines should be on and remove them from the other quotes

13. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 To verify that your target contract is active or to determine the contract coverage dates, use the quick search function in CSCC found in the upper right hand corner of the screen Steps: 1. Input the Contract Number in the field 2. Select Contract Number in the Select Search Category 3. Click go to be brought to the Contract Summary Details page

14. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Expert Tip: Note the Contract Status as well as the Contract Earliest End Date to ensure you have an active Target Contract

15. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Tool within CSCC that can be used to search for detailed information on a list of serial numbers / PAK numbers or instance numbers Operates using an Excel template uploaded using the Advanced Search functionality The screenshot below displays a sample SNIF report.

16. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Fields to note when reviewing the report: Product Coverage Status Product Coverage Start Date Product Coverage End Date Last Date Of Support Expert Tip: Knowing if your product is actively covered, the dates that it is currently covered for, and if it reaches or has reached EOS (End of Support), will allow you to quote more effectively and efficiently

17. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 If you see a lot of missing data in your SNIF output or there are *** in most of the fields, it could be that you do not have access to the data in CSCC. You can get access to contracts and therefore the serial number data by following the steps below. Note; To gain access to contracts, you must register the contracts within CSCC. For contract registration to be successfully completed, the ‘Bill-To ID’ in the user’s profile; or the name of the ‘Contract Bill-To’ must match the name preference in the user’s profile.

18. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 1. Roll over the ‘Administration’ tab and click ‘Register Contracts’ in the secondary menu. From the secondary menu, select ‘Register Contracts’ 2. On the Register Contracts screen verify that your profile information is correct. If any information is incorrect, you must open up a case with Support (hyperlink located in the toolkit) to correct the information.

19. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Register Contracts Screen 3. If your information is correct, enter the contract numbers you want to register for in the ‘Enter Contract Number(s)’ textbox. 4. Click ‘Register’ to complete the contract registration. 5. A message appears telling you whether your request was successfully processed. If the request was unsuccessful, a case will be automatically opened with Support. Note: If multiple contract numbers are entered, and some are successful while others are not, the user will receive one message listing the successful registrations and another message listing the unsuccessful registrations.

20. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Thank you.