simple steps to saving time on tac calls
TRANSCRIPT
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Simple Steps to
Saving Time on TAC Calls
Presented by:
Gary Blandino
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Today’s Session Will Focus On:
Best Practices for Streamlining
Cisco Technical Assistance Center (TAC) Calls
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Preparing for TAC
In 2 out of 3 cases, your Cisco engineer will need to request
additional device information when you open a TAC case.
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When you initiate a TAC case,
what’s the first thing you do?
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Verify Support Entitlement
Start by gathering the information Cisco TAC will need to
verify entitlement and open a case.
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Gather Device & Contract Information
Product ID Product family Service Contract
Number
Device Serial
Number
Capture this device and contract information
before talking with a Cisco TAC engineer.
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Gather Device & Contract Information
Device Location OS Version Device Configuration IP Address
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Verify Support Entitlement
Quickly verify your support entitlement
and open your TAC case.
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How do you typically open a TAC case today?
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Smart Net Total Care
Smart Net Total Care makes is easy to
find all of the information you need to
open your case.
Device Serial Number
Product ID
Product Family
OS Version
Device Location
IP Address
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Easily Verify Support Entitlement
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Device Information
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STNC Dashboards
Pinpoint the impacted
devices or software
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SmartData Advantage: Faster Problem Resolution
Reduce TAC Cases
The majority of TAC cases are
related to configuration changes or
hardware failures.
• SmartData Advantage is a built-in capability that is
available with your Smart Net Total Care Service.
• SmartData Advantage can reduce your TAC case
resolution time and effort by leveraging device data
collected from your network via SNTC.
• Your Smart Net Total Care TSE will help to enable
SmartData Advantage during deployment, if you choose…
you are in control.
Configuration
AssistanceHardware
Failure
Other
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SmartData Advantage: Faster Problem Resolution
Why should you activate SDA?
• Save time and effort. In 2 out of 3 cases, your Cisco
engineer will need to request additional device information
when you open a TAC case. Once configured, SDA
automatically provides your Cisco engineer access to
relevant device information when you open a TAC case,
saving your team time and effort.
• It’s free. As a Smart Net Total Care user, you’re entitled to
SDA at no charge
Our users have reported up to 39% faster
time to case resolution when using SDA.
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Learn More About SmartData Advantage
SDA Video Overview
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Learn More About Network Support Automation
REQUEST DEMOWatch Webinar
Download E-Book
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Thank You