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Cisco

® 2-Tier External Release Guide September 9, 2013

September 9, 2013, Release Guide

Release Guide Contents

Release Scope

Top Impacts Highlights

Cisco Service Contract Center Impacts

Cisco Commerce Workspace Impacts

SCC for Indirect Resellers and Distributors (SMS3)

Distributor Opportunity Tool (DOT)

Support, Training, and Reference Information

Release Scope

This release includes detailed descriptions of release impacts for the following programs:

Cisco Service Contract Center

60-30 Renew on Time

Cisco Commerce Workspace



Cisco Service Partner Program

Top Impacts Highlights

Cisco® Service Contract Center

2-Tier Resellers will be enabled on CSCC

Next Gen Service Configuration: Simplify Services Orderability—Nonstandard Duration

Order: Service Contract Enhancements in Cisco Commerce Workspace

60-30 Renew on Time— SMS3 Renewal Business Summary (RBS)

Fixed-Dollar SKU Roll Up at Header Level

Consistency in the Unit Price for Fixed-Dollar SKUs as $1-Std Discount and $1K-Std Discount

September 9, 2013, Release Guide Cisco 2-Tier External



Cisco Commerce Workspace

Change Order Functionality

Commerce Tool Retirement Update

Cisco Commerce Workspace User Interface Design Update

Service Contract Enhancements

Note: Top impacts include what the change means for users and are denoted with a

Cisco Service Contract Center Impacts

Quote, Order, and Invoice

Quick Quoting Only

Functionality Description

Instance Number column included in Quick Quote

An Instance Number option has been added to the available columns in the Column and Row Customization pop-up window in Quick Quoting. If Instance Number is selected from the pop-up window, the Instance Number field is autopopulated.

What the Change Means for Users:

Instance Number will help users to identify specific items for faster and more efficient quoting.

Service availability check for Quick Price and B2B pricing quotes

On the Quick Price/Quote landing screen, users can check the Perform Service Availability Check When Possible check box. Selecting this check box provides the user with text boxes to enter a city name and zip code and a drop-down menu to select the state or province of the install site. Making this selection allows users to perform a Service Availability check when they select Request Price. This check is based on the service level and the products that are identified


This functionality will help users to determine if the requested services can be provided at the install-site location earlier in the quoting process to save time.

Edit Multiple Lines pop-up window for Quick Price/Quick Quote now includes service level

On the Edit Multiple Lines pop-up window from the Pricing or Quoting screens in Quick Quoting, users can select Hardware, Software and or Software Subscription levels to edit from drop-down menus under Service Level. Drop-down menus are enabled only where Hardware, Software, Software Subscriptions are editable.

Copy Quote function in Quick Quoting for Non-Enterprise SKU invoicing users

For Non-Enterprise SKU users, the Copy Quote pop-up window in Quick Quoting appears with radio button options for users to select specific information to be copied onto the new quote.




Standard Quoting Only


Quoting error details in

a single window This change provides a single Validate and Save button with a drop-down menu that displays online and offline options for the Quote Summary Details, Line Item and Pricing, and Error Details pages. Additional line information is in the Error Details pop-up window. Users can edit attributes, such as dates, install site, contract, and service level, or delete a line in the pop-up window.

Quick and Standard Quoting Only


Fixed-Dollar SKU roll up at header level

The Sample Invoice now shows an Invoice Summary section and the Order Summary Report shows a Summary Data section at the header level where users can see the Fixed-Dollar SKUs rolled up including the total quantity and total amount specific to that SKU.

Previously, these summary sections were not available and users could only see this information at the line level.

Consistency in the unit price for Fixed-Dollar SKUs as $1-Std Discount and $1K-Std Discount

Sample Invoice calculation uses the Distributor Contractual/Standard discount to calculate the unit price for Fixed-Dollar SKUs. When a user invoices with Fixed-Dollar SKUs, the unit price will be consistent for all the order lines across the invoice (both sample and actual).

This calculation may result in the Invoice Service Amount information differing from the Quote Net Amount information on the user interface due to rounding differences.

Changes in UCSS and Term and Content SKUs automation for one time Non Standard Deal IDs

Deal ID discounts have been automated for Unified Communication Software Subscription (UCSS) and Term and Content SKUs for One Time Non-Standard Deals.

Product Miscellaneous lines will not have discounts applied to UCSS and Term and Content lines.

Quotes without Technical Services lines (i.e. standalone License and Subscription lines) will not have discounts applied automatically until September 22, 2013. Discounts applied before September 22, 2013 will require a support case to be opened.

Previously, only Reusable Non Standard Deal (RNSD) ID discounts were automated for Term and Content and UCSS quote lines.

Partner validation between deal ID and

The system validates if the partner or reseller on the Cisco Service Contract Center quote is present on the deal ID on One Time Non-Standard Deals and Standard




Cisco Service Contract Center quote

Deals. The discount is not applied if the partner or reseller does not match on the Cisco Service Contract Center quote and the deal ID.

For RNSDs and Global Partner Network (GPN) deals, partner validation occurs for APJC. APJC users see a hard-stop error that invalidates the quote if the partner validation fails. Note: This may result in an increased volume in Customer Partner Experience (CPE) support cases. CPE agents are able to override the hard stop error that occurs if the validation fails.

Changes in Re-price Quote

A Re-Price Quote option has been added to the Pricing drop-down list in Quick Quoting and the Action drop-down list in Standard Quoting to update the quote with the latest discounts. When the Re-Price Quote option is selected, a warning pop-up window appears letting the user know there will be a price-impacting change. Upon Validate and Save in Standard Quoting and Save in Quick Quoting, the quote will be re-priced.

If an external user selects the Re-Price Quote option, that function removes any manual overrides on the quote.

Previously, users had to remove the deal ID or ePromo, perform Validate and Save, re-enter the same deal ID or ePromo, and perform Validate and Save again to update the quotes with the latest pricing.

Changes in Maintain Deal ID/ePromo Code for Reseller Quotes

Deal ID/ePromo discounts will remain on Distributor’s quotes viewed and re-validated by 2-Tier Partners (resellers), though 2-Tier Partners (resellers) can never view the Deal ID/ePromo code discounts.

Previously, Deal ID/ePromo codes were deleted when quotes were viewed and re-validated by 2-Tier Partners (resellers). Distributors had to re-enter the Deal ID/ePromo in order for the discount to be applied.

2-Tier partner (reseller) Cisco.com (CCO) ID available for search from the Reseller Bill-to ID picker

The Cisco 2-Tier Partner (reseller) Cisco.com (CCO) ID is searchable from the Reseller Bill-to ID picker on the Quick Price/Quote, Pricing, Quoting screens in Quick Quoting and the Quote Summary Details screen in Standard Quoting.

In the Address Book pop-up window, users can enter a 2-Tier partner (reseller) Cisco.com (CCO) ID in the textbox on the screen to search for a BID.

Previously, users were unable to search 2-Tier Partner (reseller) Cisco.com (CCO) IDs and could only search a bill-to name or BID from the Address Book pop-up window.


This functionality allows the users to easily select the correct Reseller Bill-to ID for their quote.

Remove MNQ discounts on restricted services

Multinational Quote (MNQ) discounts have been removed on the following services:

Partner Core Bridge(PC-B)

Advanced Service Fixed/Certification/Specialization Verification(AS-F/CPS)

Basic Maintenance Service Quotes(BMS) - China only

Federal Quotes with Cisco Brand Resale - Federal discounts take precedence




and will be applied rather than MNQ discounts – US only

Legacy Collaborative Services

Changes in certain service levels to a three-year duration when adding lines in Quick and Standard Quoting

The following service levels default to three-year duration when a user adds lines in Quick Quoting and Standard Quoting. ”One Time Minimum Duration” overrides will not be given for these service levels. If users try to change the duration from three years, they get a hard-stop error:

OEM PARTNER SUPPORT – OEM3

UCS ENTERPRISE SUPPORT W DRIVE RETENTION – USD73, USD53

UCS SUPPORT 3YR – US73, US53

SC SMB SUP – SBSP, SBSN

SBS 8X5XNBD 3 YR – SBS4, SBS

BASIC MAINTENANCE SERVICE – BMS

CISCO MAINTENANCE SUPPORT – CMSN3, CMSR3, CMSS3

SMARTNET 3 YR PROGRAM – SNT3

Reseller version of Sample Invoice available to distributors

Users can view an invoice for 2-Tier partners (resellers) from the View Sample Invoice link on the Quoting or Quote Summary Details screens in Quick Quoting and Standard Quoting, or from the Action drop-down menu in Quote Manager or Advanced Search.

A pop-up window appears allowing the user to select the View My Invoice or View Reseller Invoice option.

Previously, distributors had to run macros on sample invoices that they showed to 2-Tier partners (resellers) to remove the distributor price and discounts.

Refine or reword ePromo error messages

Additional ePromo code error messages have been added to provide the reason ePromo discounts are not being applied.

Previously, discounts were not applied and no explanation was given to the user to explain the reason for the errors. As a result users were submitting support cases to get clarification on these errors.

South Sudan enabled South Sudan is being enabled in Cisco’s Enterprise Resource Planning (ERP) system because it is a country that is recognized by the United Nations (U.N.). It will be added to the Pricing list, and given full functionality in Cisco Service Contract Center.

It will be added as an option in the Install Site Country and Country drop-down menus.

Automatically fix install

site error when install

site is in inactive or on-

hold status

This enhancement improves quote address validation by automatically fixing the install site error if the install site is inactive or has on-hold status. The change allows users to assign an active site ID while creating a quote.

Cross-Functional





Column and row customization in reports

When a user clicks the Reports sub menu under the General tab, the following reports are displayed in alphabetical order and the reports can be downloaded in the “Standard” format or a “Customized” format:

Order Completion Summary Report (1T/Reseller)

Order Completion Summary Report (Distributor)

Order Summary Report

Quote Acknowledgement Summary Report

The Customized format allows users to select which header-level and line-level attributes are included in the reports.


Users can now download reports with only the rows and columns that they need rather than waiting for the reports to be sent to them by email.

Outgoing emails audit log and Distributor & Reseller Versions of Order Completion Summary Report Available in Cisco Service Contract Center

All users can pull the following reports from the Reports sub menu under the General tab:

Order Completion Summary Report (1T/Reseller)

Order Completion Summary Report (Distributor)

Quote Acknowledgement Summary Report

Distributors can pull both Order Completion Summary Report versions, but 2-Tier partners (resellers) can view only the Order Completion Summary Report (1T/Reseller).

The system now tracks when the Quote Acknowledgement Report and Order Completion Summary Report are sent by email. The information is available in the Activity Log on the History screen in Standard Quoting.

2-Tier Resellers will be granted access to Quick Quoting on CSCC

As of Q1FY14, all 2-Tier Resellers will be enabled on CSCC with access to Quick and Standard Quoting capabilities. The Partner Opportunity Manager (POM) option will be removed from the dashboard.

2-Tier Resellers who currently have Quick Quoting access in CSCC will see no change in their access.

SNIF report to include column for contract BID

The External SNIF Output Report will include a Contract Bill-to ID column, which will appear before the Contract Bill-to Name column.

Users who have macros that are customized for the old SNIF report need to reconfigure their macros to accommodate the extra column.

Multilanguage support environment

A number of additional UI elements can now be displayed in Spanish, French, and Japanese (Kanji).




Order: service contract

enhancements in Cisco

Commerce Workspace

Service Contract Enhancements

Two enhancements have been made to the service contract experience:

When a service is entitled on a contract, partners are automatically granted access to that contract for service orders placed in Cisco Commerce Workspace.

Target contract validation rules in Cisco Commerce Workspace are now aligned with Cisco Service Contract Center.

Next Gen Service

Configuration:

simplify services

orderability—

nonstandard duration

This change gives external users the ability to quote for nonstandard durations in Cisco Service Contract Center with a valid non-standard deal ID.


This change also mandates deal IDs and flags quotes with a line exceeding nonstandard duration; thus quotes will not become valid without a valid nonstandard deal ID or an altered end date.

Inflight quotes in valid status will not be impacted if submitted for ordering as is. If a user makes any edits or the quote fails order submission due to any other validations, Cisco Service Contract Center will mandate the deal ID once Validate and Save is complete.

Unrounded unit net

price in pricing and

discounting service

This change aligns the pricing and discounting service with Cisco Service Contract Center and SCC for Indirect Resellers and Distributors (SMS3), and ensures that the service line that is transacted from Cisco Service Contract Center, SMS3, and Cisco Commerce Workspace will have the same net price.

When no other currency rounding rule exists, the unit net price rounded to 2 decimal places will be used for the calculation of extended net price. The unit net price will be rounded up to the whole decimal for currency in Japan (Japanese yen or JPY) and in South Korea (South Korean won or KRW), which will be used for the calculation of extended net price. The pricing and discounting service will send the unit net price in both formats (rounded and unrounded) so tools can leverage them appropriately for user interface purposes.

Internal start date

override capability for

UCSS transactions

Customers who are renewing legacy Unified Communications Software Subscriptions (UCSS) are able to use a retroactive begin date through an internal override to align with the renewal of the essential software service (ESW) level.

60-30 Renew on Time—

Rebate Engine and PMC

calculate rebate metrics

The Rebate Engine picks up the rebate percentage from PMC and ties it to the eligible bookings data, which results in the total Rebate Payment to the partner.

Items that should not be referred to during this period:

1. Renewal Rate (RR)

2. Rebate Percentage




3. The Rebate Payment


Performance Metrics

Central (PMC)

The current 60-day Look Back period will transition to the New Entitlement-based renewal.

Since Performance Metrics Central (PMC) can only calculate the renewals rate (RR) one way, Cisco will not be able to turn on the new logic until after the 60-day look back for Q2FY14 is completed. This will happen early in the second week of April 2014. This means that an accurate Q3FY14 renewal rate opportunity for partners cannot be published until the beginning of the third week in April, resulting in significant unavoidable challenges. PMC will be impacted in the following ways:

1. PMC will need to implement some reporting to mitigate the transition. There is no way Cisco can present a correct scorecard in Q3FY14 until very late in the quarter.

2. PMC will add an enhancement to extend the renewal time that is available to partners in cases where Cisco uses the Service Agreement Expiration (SAE) Hold process to extend entitlement for end customers.


PMC: Renewal rate

promotion and 60-day

look-back promotion

The active renewals rate (RR) promotion will be valid from now through January 2014 and incentivizes partners to renew contracts during the 60-day renewal. Cisco will continue to provide 60 days of look-back RR benefits for Q1 and Q2 FY14, and will change the benefit to reflect the equivalent of a 30-day look-back period from Q3FY14 (January 26, 2014) going forward. Around the same time, Cisco will launch an updated view of the Rebate Rate metrics that will automatically include the intended benefits of a “30-day look-back view.” This enhancement will have two major benefits to partners:

a. Partners will be able to see the metrics result including the “look-back-equivalent” benefit on their PMC scorecard.

b. The rebate benefit will be available during the payment cycle for the current quarter—and no longer be delayed by a quarter as a result of a “look-back period.”


External macros ran on

SNIF reports

A potential risk may occur if the customer’s Excel macros calculate an overdue duration based on the Service End Date as 60 days. This applies to all Excel macros that are calculated with an overdue status duration of 60 days.

Users will have to adjust their macros to 30 days to calculate an overdue duration based on the Service End Date.

Cisco Commerce Workspace Impacts


Build and Price Build and Price Tool Available for Partners

All partners now have access to Build and Price, the Cisco estimating tool, through a link that is integrated into the Cisco Commerce Workspace home page, in the Quick Links portlet.

The Build and Price tool is also available to guest users (a nondirect customer who buys from a reseller and does not have a login), who have a different view of Build




and Price from partners and distributors. Guest users can only configure assemble-to-order, multiline, and solution bundles. They do not have visibility into any pricing information, except for the manufacturer’s suggested retail price (MSRP) of the three types of aforementioned bundles.


The Build and Price tool offers a convenient shopping cart experience where users can browse through products and services to learn about Cisco offerings. Partners can configure their own solutions, view pricing to compare with competitors, and generate an estimate early in the sales cycle to share with their account managers or transfer to Cisco Commerce Workspace.

Q1FY14 Release Training

Configuration

General Enhancements in NextGen Configurator

New features and improvements to existing features, that customers have requested, have been implemented in NextGen Configurator.


Product descriptions are more detailed where applicable and country-specific validations ensure that the correct power cables are added to configurations.

Guided System Selling Enhancements

User experience enhancements have been made to Guided System Selling (GSS) that allow users to follow recommendations for multiple product options, with descriptions that facilitate configuring their solutions.


The design improvements in GSS make it easier for users to select ideal product- based recommendations (good, better, best). Additionally, they can now access GSS through the Cisco Build and Price tool and convert a bill of materials (BOM) into an estimate.

Quote Cisco Capital Financing Options Enabled in Quoting Tools for U.S. and Canada

All approved non-Reusable Non Standard Discount (non-RNSD) quotes for U.S. and Canadian customers and partners that are initiated from Cisco Commerce Workspace or the Build and Price tool now contain leasing information as an alternative financing option.


Providing lease quotes along with purchase quotes offers customers an alternative payment method that can create profitable growth and customer loyalty through financing.

Enterprise License Agreement Orderability

With the expansion of the quantity field from 6 digits to 9 digits, Cisco Commerce Workspace now supports Enterprise License Agreement orders. Previously, these types of orders could only be placed in Ordering Tool due to the field size limitation.

http://www.cisco.com/E-Learning/gbo-ccw/cdc_bulk/CCW_Q1FY14_September_Release/Build_and_Price_Tool_Instructor_Led_Training_for_Partners_and_Distributors.pdf





All ordering can be done on a single commerce platform, Cisco Commerce Workspace.

Order

Change Order Functionality

Change order functionality allows partners to submit change requests at the line level and order level, giving them self-service capability and shorter cycle times. A Change Order button and a Cancel Entire Order link is visible on the View Status screen if the user is eligible to request changes on the order and the order is in an appropriate status for updating.


Eligible partners can submit requests quickly and easily without having to call customer service or send an authorization request by mail or fax, enhancing the user experience. Adding change order functionality closes the gap between the Change Order Tool and Cisco Commerce Workspace in preparation for the retirement of Change Order Tool.

Cross-functional

Commerce Tool Retirement Update

Effective in September, three Cisco commerce tools will be retired: Ordering Tool, Dynamic Configuration Tool, and Pricing Tool. Access to these tools will be restricted in a phased manner. Functionality to replace these tools has been incorporated into Cisco Commerce Workspace.


Cisco Commerce Workspace continues to broaden its capabilities to make it the single platform that users need to transact the end-to-end quote-to-order process.

Cisco Commerce Workspace User Interface Design Update

The user interface design of Cisco Commerce Workspace has been updated, with more creative use of colors to increase visibility and highlight differences, improved field labeling to create a more intuitive, Internet-standard experience, and broadened browser compatibility, including enhanced searching capabilities.


While functions and processes remain the same, the new design refreshes the five-year-old Cisco Commerce Workspace interface to make it feel more like what users experience on other major Internet commerce sites and provide a more consistent user experience across the pages.

Enhanced Lead-Time Information

Cisco Commerce Workspace includes a lead-time search function based on the features of the Cisco.com Lead Times tool. Users can search by product family or




specific products, and obtain and download or email all product and lead-time information. Lead-time information is also displayed when users search for products in the Cisco Commerce Workspace portlet.


Users no longer need to go to a separate tool to find lead-time information and more work can be done completely within Cisco Commerce Workspace because all features from the Lead Times Tool are now incorporated there.

Improved Visibility to Trade Agreement Act (TAA) Product IDs (PIDs)—U.S. Only

Federal partners in the U.S. only can order approximately 200 TAA product PIDs that correspond to non-TAA versions to better distinguish the route for supply chain fulfillment. This change also improves upfront TAA messaging to customers in the configuration, quote, or order process. System messaging alerts TAA/Federal and non-Federal users about the availability of the PIDs that are appropriate for their use.


Improved visibility to TAA product offerings, combined with upfront messaging, can help to eliminate the need for rework when a user is quoting and ordering TAA/Federal transactions where TAA compliance is required. Users can now import TAA-related estimates into the quote and order functions.

Ordering Capability for Other Storage Manufacturing (OSM) Partners

OSM partners can now order products and services for durations greater than 36 months through Cisco Commerce Workspace, as well as receive full discounting on services.


OSM is a product category offered by Cisco. Because OSM partners do not align to account managers, this change allows these partners to order for themselves without going through the nonstandard process. Previously, OSM partners were unable to obtain nonstandard products and services on an order and were required to use Ordering Tool.

Cisco Service Partner Program Impacts

Quote, Order, and Invoice


Access management fix

for 1.5-Tier partner role Currently, 1.5-Tier partners who migrate from Shared Support to the Cisco Services Partner Program experience a loss of their 1.5 ordering access for services. As part of the Q1FY14 release, Access Management now retains the 1.5-Tier partner role, provided that the partner held this role before the most recent update and that all other criteria for the 1.5-Tier role are met.


Retention of the 1.5 Tier partner role when such a partner migrates to Cisco Services Partner Program.

Reduced number of support cases for dropped 1.5 partner roles




Improved ease of doing business with Cisco




SCC for Indirect

Resellers and

Distributors (SMS3) RBS

SCC for Indirect Resellers and Distributors (SMS3) Renewal Business Summary (RBS) is being retired; therefore, no updates to RBS will reflect the Overdue Status Duration for all Service Levels to 30 days.

Due to the change in service overdue duration from 60 days to 30 days, ‘Past Due 31-60 Days’ data and corresponding totals will not be accurate on the RBS screen and in the download report.

Add/Change Deal

ID/Promo Code option

removed from drop-

down menu

Distributor users will no longer be able to use the Add/Change Deal ID/Promo Code option from the Action drop-down menu on the Quote Wizard page in SCC for Indirect Resellers and Distributors (SMS3).

In addition, Deal ID and Promo Code fields should not be submitted in 3A1 Quoting Wed Service (QWS) or Quote Upload and Estimate (QUE) 3.0 and 4.0 because they will not be applied.

To apply Deal ID or ePromo discounts on an SCC for Indirect Resellers and Distributors (SMS3) quote, users will need to manually create a support case in Customer Service Central.

South Sudan enabled South Sudan is being enabled in Cisco’s Enterprise Resource Planning (ERP) system because it is a country now recognized by the United Nations (U.N.). It will be added to the Pricing list, and given full functionality in SCC for Indirect Resellers and Distributors (SMS3).

It will be added as an option in the Country drop-down menu on the Quote Wizard, Service Pricing, and Registration Wizard pages.

Unrounded unit net

price in CAPD This change aligns the Customer Advocacy Pricing and Discounting (CAPD) service with Cisco Service Contract Center and SCC for Indirect Resellers and Distributors (SMS3), and ensures that the service line that is transacted from SCC for Indirect Resellers and Distributors (SMS3), Cisco Service Contract Center, and Cisco Commerce Workspace will have the same net price.

When no other currency rounding rule exists, the unit net price rounded to 2 decimal places will be used for the calculation of extended net price. The unit net price will be rounded up to the whole decimal for currency in Japan (Japanese yen or JPY) and in South Korea (South Korean won or KRW), which will be used for the calculation of extended net price. The pricing and discounting service will send the unit net price in both formats (rounded and unrounded) so tools can leverage them appropriately for user interface purposes.






60-30 Renew on Time— Report Dates will align after system refresh

Due to the monthly system refresh occurring on September 1, 2013, at Go-Live on September 8, 2013, the Distributor Opportunity Tool (DOT) will not show 60-30 change for Monthly and Quarterly reports on the user interface or in the downloaded reports until system refresh is applied.

Monthly Scheduled Reports will show 60-30 change after system refresh on October 1, 2013

Quarterly Scheduled Reports will show 60-30 change after system refresh on November 1, 2013

Support, Training, and Reference Information

Local Support after the Release

Support (サポート)

Support After the Release

Operations Exchange – Get Help

Release Training and Reference Information

Cisco Service Contract Center – Q1FY14 Release Training

Cisco Service Contract Center 2-Tier Operations Exchange

Cisco Commerce Workspace Support, Training, and Reference Information

Support After the Release

Operations Exchange – Get Help

Release Training and Reference Information

Cisco Commerce Workspace Partner Central

Operations Exchange - CCW

http://www.cisco.com/cisco/web/support/index.html#~shp_contact

http://ciscojapan.custhelp.com/cgi-bin/ciscojapan.cfg/php/enduser/cisco.php

http://forums.cisco.com/ecom/web/operations-exchange/ccw

http://wwwin.cisco.com/training/e-learning/prod/cms/content/gfo-cscc-training/September_2013_Release/CSCC_Release_Update_Training_September_8_2013_Externals.pptx

http://forums.cisco.com/ecom/web/cscc-2t


http://www.cisco.com/web/partners/events/commerce_workspace.html


september 9, 2013, release guide - cisco.com...cisco® 2-tier external release guide september 9,...

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