1. Cisco Partner Helpline Essential Presales Support

2. What is Partner Helpline?
Provide critical presales and on-boarding support worldwide
Vision
Enhanced pre-sales productivity and efficiency via world-class and localized technical and program support
Partner Value

3. How is WW Partner Helpline Organized?
Localized contact centers in-theatre take advantage of
centralized Cisco resources US
Europe
Emerging
WW PH
HQ Team
APAC
Japan

4. Where are Partner Helpline Resources Located?
Brussels, Belgium
10 Agents
English, French, Italian
German, Spanish
Warsaw, Poland
4 Agents
Czech, Polish
(Apr 1) +2 Agents
Russian
Salt Lake City
65 Agents
English
Richardson, TX
US In-Source Migration
English
Beijing, China
6 Agents
Mandarin
San Jose, Costa Rica
3 Agents
English, Spanish, Portuguese
Bangalore, India
11 Agents
English
Singapore
5 Agents
Japanese, Korea, Thai, Cantonese
Sydney
4 Agents
English

5. What Cisco Technologies Does Partner Helpline Support?
All Cisco technologies sold through channel partners
Agents are specifically trained in the following Cisco technologies and solutions:
Core Routing
Core Switching
Security
Unified Communications
Wireless
Other Technologies supported via formal escalation paths:
Data Center
Optical
Contact Center
Telepresence

6. How is Support Positioned Across the Customer Engagement Lifecycle?
Technical
Pre-Sales:
Partner Helpline
Partner Programs & Tools:
PRT
Plan, Design, Implementation:
PDI Helpdesk
Technical Assistance
Center
Part number and pricing lookups
Product and Solution ordering and selection
Product Configurations
Partner Certification & Specialization
Tools such as Partner Self Service, Update Company Data, etc.
Assist partners with review of proposed project plans
Assist upgrade planning, Infrastructure analysis, scalability
Ongoing technical support services for partners and customers worldwide
Pre-Sales Deployment
Post-Sales

7. How Do Partners Access Partner Helpline?
All partners worldwide can access via the Web:
Hours of operation are 9am to 5pm CET

8. Partner Helpline Summary
Initial entry point for all pre-sales and technology support for Cisco partners worldwide
Web-based support in your local language
Available anytime, anywhere and accessible to all partners
Accelerates partner efficiency, productivity and sales readiness
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential 8

10. Partner Helpline www.cisco/go/ph

11. Partner Helpline www.cisco/go/ph
Select your country

12. Partner Helpline www.cisco/go/ph Web Case
Select your Language

13. Partner Helpline www.cisco/go/ph Web Case
Make your selection
For your case

14. Partner Helpline Submit a case
You will be asked
To complete some
Registration information
The first time in the tool
All items with a
Red star are mandatory
NOTE: CCO will soon
Be mandatory

15. Partner Helpline www.cisco/go/ph
This is where
Your case will be
Logged and sent

16. Partner Helpline www.cisco/go/ph FAQ option
Select the Question and Answer if
Would like to search the FAQ database