1. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 1 Cisco Partner Training SORT- Service Order RMA Tool Lucy Witt Global Trainer Global Bus Ops Mgr January, 2014

2. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 2 Requirements for Access to RMA Tools Lucy Witt Global Bus Ops Mgr January, 2014

3. Requirements for Access to SORT 1. Cisco.com id 2. Contracts registered to Cisco.com id profile and/or the Service Access Management Tool. 3. Access to the SORT application granted after researching the Cisco.com profile 4. Access to SORT can be removed at any time if any unauthorized RMA creation activity occurs.

4. SORT is a contract driven application. If there are no contracts in the Cisco.com profile, then, SORT will display an error message. Contracts in the profile must be active and contain active parts and installed sites. – TIP: Complete an audit of all the contracts in your Cisco.com profile so you can update any contract that does not meet the “active” status criteria. Ordering parts for PREMIUM contracts: Premium orders are restrictive in that the parts must be registered to an active site on the contract. No shipping address changes are allowed. The only shipping addresses to choose from are the ones registered to the contract. For assistance contact the Global Logistics Center @ 1.800.553.2447 option 4, or click on the Live Chat Link in the SORT Order Creation Module. Ordering parts for Next Day Business contract: These contracts do not have the same restrictions as Premium contracts. Address changes can be done in the SORT Application for Next Business Day, and Return to Factory contracts,

5. In order to complete an audit of all the contracts on your profile, obtain access to the Cisco Contract Service Center at the following link : – https://apps.cisco.com/CustAdv/ServiceSales/smca m/requestStatusDispatch.do?methodName=onDash boardAction https://apps.cisco.com/CustAdv/ServiceSales/smca m/requestStatusDispatch.do?methodName=onDash boardAction – To gain access, login to the link with your Cisco.com id and password. Click on the FEEDBACK link in the upper right hand corner of the application, to open the case with CSCC support team.

6. Register for a Cisco.com profile- Go to www.cisco.com and click on register link at top of tool barwww.cisco.com

7. Contracts must be registered to Cisco.com profile. If contracts not available at time of registration, send an an email to web- help@cisco.com for contracts to be addedweb- help@cisco.com

8. To request access to SORT, click on the Feedback link on the Landing Page. For more information about SORT, click on the Cisco Support Community link. Link for Landing Page is : http://tools.cisco.com/serviceordertools/svosubmit/tools.do http://tools.cisco.com/serviceordertools/svosubmit/tools.do

9. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 9 Features of the SORT Application Lucy Witt Global Bus Ops Mgr January, 2014

10. SORT Features Auto population of your list of contracts when initiating an order Ability to Save an Order without submitting it AutoSave of order throughout creation User’s view into all of their own orders created within the last 30 days Language support in French and Japanese Click to Chat – can contact an LSC agent to assist with order creation or questions about the tool Cisco Support Community – provides trainings, has discussion forums, and provides help documents for all topics regarding RMAs Cisco Support Community

11. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 11 Creating a Service Order Lucy Witt Global Bus Ops Mgr January, 2014

12. Order Entry Process Order entry is done on one page. The user moves from section to section after clicking on a Continue button. There are 5-6 sections in the Order Entry process: Contracts, Shipping Section, Delivery Options, Parts, Premium, and if selected, Configuration* – * Please note that if the configurator is used, this is a separate Bolt On application; the name of the configurator is “Selectica”; user is “stepping outside” of the SORT experience. – All functionality that is in the SVO 1.0 or Legacy tool is included in 2.0 – Order creation time may be decreased because of the one page format and data pre-population as highlighted at the beginning of this presentation. – User can return and change address in shipping section before submitting an order. SVO Legacy does not provide this opportunity. – The name of the tool is now SORT (Service Order RMA Tool).

13. Service Order Terminology as relating to (SORT) Service Order RMA Tool (SORT)- A new link on the SORT Landing Page. Screen darkens and daisy wheel displays indicating that information is processing. Navigation Bar-Located on left hand side of page on Review and Create Order Page. Navigation bar moves down the page, highlighting each section.

14. Order Flow 1. Search with data entered 2. Data populates, customer selects it or Customer changes data. 3. Customer taken to Order, Review screen. Completes shipping section, delivery option section,Part Section, and Premium section (if applicable). Click on continue button after each section. 4. Customer submits or saves order and final confirmation pages display

15. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 15 Adding Modules to the My Cisco Workspace Lucy Witt Global Bus Ops Mgr January, 2014

16. Adding a Module to My Cisco workspace There are 2 ways to add modules to the My Cisco Workspace. Note: This is a one time set up for users. 1.Click on the Service Order RMA Tool link from the RMA Tools Landing page. 2.If the My Cisco Workspace has not been set up yet, and no modules display, click on Add Modules button on the next page. 3.There are 5 Modules to add to the My Cisco Workspace page. 1.SORT- Order Create 2.SORT- Locate an Order 3.SORT- Order History 4.SORT- Save an Order 5.SORT-Alert

17. After clicking on Service Order RMA Tools from SORT Landing page, modules may or may not display. If no modules display, Click on Add Modules

18. Five Modules display on My Cisco Workspace Page. Click on the Add to my Cisco button and modules will load to the My Cisco workspace and display. NOTE: If Modules have been added the “Add to My Cisco” button will not display, as in the example displayed.

19. After modules are added, scroll up and click on “See Workspace” link. This will take the user back to the My Cisco Workspace Page.

20. Click on the Service Order RMA Tool to begin Order Creation from the SORT Landing Page.

21. Create a Service Order Module Note: The Cisco.com id is populated. Select any of the search queries to begin contract search. Click Search button to continue. Cisco.com ID is populated. Click on any of the search queries to find the contract to be used to create the order. Click on the Search button after search criteria data is entered.

22. Serial Number Search Enter a serial number in the field. Click on Search

23. Contract Search Enter the contract number as required, and If part number is known, user has an option to enter the part number. Click on Search.

24. Site Search Enter the location Site ID From the contract as required. Option: Enter part number.

25. Site Details Search Enter as much address search data as needed. The only Required fields are Company Name and Country. Click on Search button to execute search.

26. Transition Screen Display Once search criteria is entered, screen will display the daisy wheel and the screen will darken. This advises the user that the tool is processing information entered.

27. Contract number displays. If this is the correct contract number, click on the Select button. lwitt

28. Review & Complete Your Order Page. This is the main page for order entry. Note the contract section is grayed out, but other ordering sections display on the left. Also, as user scrolls down the page, order sections can be viewed. User moves from section to section by clicking on a continue button at the end of each section. Cisco Systems Inc

29. Contract Section-Not editable and title bar is grayed out on workspace. This is because the contract was selected on previous page and is already populated into the order.

30. ABC Company 123 C Street Anywhere, ST. 46953 Shipping Section- User searches for address by using the 2 links on the right to find ship to address. Note: Ship to contact name and acknowledgment contact name can be changed using editable fields. Click Continue button when section is completed.

31. Shipping Section- Country Code Required- In this example country code is shown as “55”, which is incorrect. Click on the On Site Contact “?” mark to find the country code. Select the correct country code from the drop down.

32. Use a Recent Address-Click on Use a Recent Address link Cisco Systems 170 W Tasman Dr San Jose, CA

33. Use a Recent Address Link, cont..- If addresses have been used before they will be selectable from the displayed list. Click on the Select button on right side to populate address to previous page. Cisco Systems Inc

34. Use a Recent address, cont… User will select either OK or Cancel based on actions displayed.

35. Search for an Address- User clicks on Search for an Address Lucy Witt Cisco Systems 170 West Tasman Dr. San Jose, CA 95134

36. Search for an Address, cont.. In Search for an address, user will enter search parameters for the address and click on Search button. When address is found, user will select address. Be sure to include the Zip Code in the search. Cisco Systems

37. Search for an Address, cont.. If address is not found, user can create a one time address by clicking on the Create a One-Time address link or launch another search.

38. Shipping section, cont.. Change the phone number or email if required. Select radio button for survey preference

39. Shipping Section, cont… Change the acknowledgement contact name, phone and email if required. Click on Continue button.

40. Delivery Option Section-Fields are editable for PO Number, Original Sales Order Number, Reference Number. Service Level is displayed, based on contract selected. Additional Comments print on packing list, and Special Instructions put the order on hold. Click on Continue button to move to next section.

41. Part Section- In this example the part has been auto populated due to serial number search. To add more parts use links on the right side of Add Recent Parts or Add Parts. If user needs to configure a part, click on Add Configured parts link. View Parts allows user to view service parts. Failure class is required and failure description is required. The serial number field in this part of the part ordering is optional If serial number displays on the part line, it is required. Required Optional

42. Submit the Order- Click on the Submit Order button Cisco Systems 170 W Tasman San Jose, CA

43. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 43 Submitting a Service Order 2 Step Order Confirmation Lucy Witt Global Bus Ops Mgr January, 2014

44. Step 1:Order Confirmation process after Submit button is clicked. Temporary Order number displays

45. Step 2-Final Confirmation Page Service Order Number/ SR Number display on the left side; Create New Order and Get Status links on the right side; Replacement parts display.

46. Final Confirmation page, cont.. Scrolling down the page, Replacement Parts, and Return Parts display, and if Labor (Field Engineer) is selected for a Premium order, it will display.

47. Final Confirmation Page, cont… Return the defective part to the address on the right hand side. Other information concerning other types of RMA returns, and asset recovery information is displayed.

48. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 48 Premium Order Information Lucy Witt Global Bus Mgr, SORT Program Mgr. January, 2014

49. Cisco Confidential © 2010 Cisco and/or its affiliates. All rights reserved. 49 Premium Order Information: Proactive Customer Alerts Lucy Witt Global Bus Mgr, SORT Program Mgr. January, 2014

51. Check mark the box for phone calls to be delivered, regardless of time of day. Be careful if you are using a mobile phone and the time zone of the person receiving the call. Click on the link to add 4 more phone numbers to receive a phone call.

52. Text Messages will require you to check the disclaimer box. Select the country codes and enter all phone numbers for text messages. You can add up to 4 more mobile numbers for TEXT contact messages.

53. Premium Information, cont.. Select Yes or No to ADD a Field Engineer. User selects a site type, and designating a specific receiver for the part. Site type= Data Center, Other Commercial, Residential Who will be receiving parts?= Field Engineer, Security, Site Contact. Lockbox code, Site Access after 17:00 and Security Clearance Level must be selected.

54. Premium Information, cont..

55. Premium Info, cont. FE Information Complete the fields listed. If you need to schedule the FE, select NO and the calendar will open for you to schedule. For the Certificate of Insurance, if you need this, please note that it takes 24 -48 hours for the certificate to be prepared so that the FE can take it to the site.

56. Reference Info To request access or to report issues regarding SORT, please use the following link to create a case with the SORT Tools Team http://tools.cisco.com/serviceordertools/svosub mit/tools.do http://tools.cisco.com/serviceordertools/svosub mit/tools.do Click the Feedback link in the middle of the page to create the case

57. Useful Links SORT Landing Page: http://tools.cisco.com/serviceordertools/svos ubmit/tools.do SORT Landing Page: http://tools.cisco.com/serviceordertools/svos ubmit/tools.do SORT Community page for training, posting questions: https://supportforums.cisco.com/community/ netpro/private/pilot/sort https://supportforums.cisco.com/community/ netpro/private/pilot/sort

58. Reporting an issue or if questions Go to the SORT Community page to post a question or to report an error message: https://supportforums.cisco.com/community/ netpro/private/pilot/sort https://supportforums.cisco.com/community/ netpro/private/pilot/sort

59. Frequently Asked Questions Q: How do I get access to the SORT tool? A: To be granted access to the SORT Tool, please go to the RMA Tools Landing Page: http://tools.cisco.com/serviceordertools/svosubmit/tools.do http://tools.cisco.com/serviceordertools/svosubmit/tools.do – Click on the feedback link in the middle of the page. Example: This site provides tools and resources to streamline your service and parts logistics inquiries. Please use the feedback link for submitting SVO related access requests, tool issues & general comments Q: What is a Cisco.com ID? A: A Cisco.com ID is an identification login used by an internal user or an external user to gain access to Cisco web applications. A password is also established at the time a Cisco.com ID is granted. To register for a Cisco.com ID please access www.cisco.com. Click on the Register link at the top of the pagewww.cisco.com Q: I am an external customer and not able to create/view warranty order A: As warranty orders are not associated with any of the contracts, external users/customers will not be able to create/view warranty orders. Only the internal Cisco groups like TAC and LSC are authorized to create/view warranty orders

60. Frequently Asked Questions Q: Is there a policy regarding access to RMA/SORT Tools? A: Yes, there is a SVO User Access Policy. Here is a portion of the policy which outlines the criteria used to grant access: – Valid Cisco.com User ID – Contract Owner (Bill to Company approves if user not contract owner) – Cisco.com User ID profile includes active contract #, contract type, customer ID (optional) & bill to ID (optional), & reference a business email address (No "hotmail", "yahoo" or other personal email addresses accepted) – Hardware replacements on a premium contract and active covered part line item or appropriate product family assignment – Country listed in address of Cisco.com User ID – End-Customers: On-site technical expertise to troubleshoot to hardware level (non- quantifiable determination) – Partner: Valid Cisco.com user ID, tied to a valid company certified by Cisco

61. Frequently Asked Questions Q: When I enter a contract number, or a serial number in the SORT tool, I receive the following error message: “ATTENTION: Validation failed. The search criteria cannot be used for creating a Service Order for one of the following reasons. Please use an alternate customer contract number or search for a contract by one of the other search options: – Contract is not associated to customer’s Cisco.com profile – Contract Status is inactive – Contract does not entitle hardware replacement – Contract does not have an active contract site – Contract does not have an active product – Serial number is not associated to a contract in the customer’s Cisco.com profile A: Please open a case with the SORT Tools Team using this URL: http://tools.cisco.com/serviceordertools/svosubmit/tools.do http://tools.cisco.com/serviceordertools/svosubmit/tools.do – Click on the Feedback link to open the case. In the case, please give details as to the contract number or serial number used to search with. The SORT Tools Team will then research this issue and provide an update.

62. Frequently Asked Questions Q: I am a SORT external user and I am not able to see a specific service order starting with number “8” in SVO Status Tool A: Locate an Order tool enables external user to view orders based on the following 4 conditions: 1.If the user created the order 2.If the user is the acknowledgement contact for the order 3.If the contract on the order is assigned to user’s Cisco.com profile – SORT user can view orders from other contracts if the two contracts share a common customer number and at least one of the contracts is assigned to user’s profile. – SORT user can view orders from other contracts if the two contracts share a common bill-to customer number and at least one of the contracts is assigned to his profile

63. Frequently Asked Questions Q: What is DOA-NEW? A: DOA-NEW is defined as new product that fails at initial power-up. – The DOA-NEW program is separate from any warranty programs – DOA-NEW service requests must be claimed within 3 months of ship date to partner – In order for Cisco to process a DOA service request directly from a customer, product must have been purchased directly from Cisco. – If product is not purchased directly from Cisco, the customer must contact the party from whom they purchased the product – Customer must provide serial number and purchase order/sales order of purchase – Credit will only be issued once product is physically returned to Cisco's designated location

64. Frequently Asked Questions Q: What do the beginning numbers in the service order number schematic mean, such as “8, 2 and 3”? A: The beginning number in the service order means the following: 1.Service orders that begin with the number "8", example: 82225978: this is an 8 digit number that was created in the SORT Tool. SORT –Order Create is a service tool that is used to create RMAs for part replacements that are covered under Cisco maintenance contract services, or for product covered under warranty 2.Service orders that begin with the number "2", example: 2644913: this is a seven digit number that is created in the Oracle database. These RMAs are Trade-in or product RMAs with credit. These RMAs are for US operating units. 3.Service orders that begin with the number "3", example: 3225020: this is a seven digit number that created in the Oracle database, specifically in the BV (Netherlands) operating unit. These RMAs are Trade-in or product RMAs with credit for the European theatre – The product RMA (mentioned in point 2, 3) are authorized and processed by Cisco customer service for return of Items that were used as a credit towards a new sales order – In this case, the customer purchases new equipment and receives a credit upfront for replacement equipment. The customer is supposed to return the old equipment to Cisco.

65. Frequently Asked Questions Q: If I have a problem creating an order or I need help in finding out about an order, whom do I contact? A: Contact the Logistics Support Center at 1.800.553.2447 option 4 Also, you can use the Locate an Order module within the SORT tool to find the status of an order There is also a new Live Chat feature in the SORT Order Create tool, where you can click on the Click to Chat link, and be connected to a logistics agent. They will help you in creating the order.

67. Thank you.