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|Cisco® 2-Tier External Release Guide |March 4, 2013 |

March 3, 2013, Release Guide

Cisco Service Contract Center

Cisco Commerce Workspace

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|Release Guide Contents |

|Release Scope |

|Top Impacts Highlights |

|Support, Training, and Reference Information |

|Release Scope |

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

|Cisco Service Contract Center |

|Cisco Commerce Workspace |

|Cisco Service Partner Program |

|Top Impact Highlights |

|Cisco Service Contract Center |

|New Import Multiple Quotes sub tab, upload template and email confirmation |

|Deal ID/ePromo discounts automated by system |

|Users can choose to apply the Date Automation feature for all quotes by checking a new box in User Preferences. |

|Partners can preview a sample invoice. |

|Cisco Commerce Workspace |

|Manual Deviation Authorized Request Tool (DART) retirement and new import bundles capability |

|Remaining legacy training SKUs added to Cisco Commerce Workspace; PICA and ICA implemented |

|Importing Estimates |

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

|Cisco Service Contract Center Impacts |

|Quote, Order, and Invoice |

|Quick Quoting Only |

|Functionality |Description |

|Jump link to Import Multiple Quotes | |

|screen | |

| | |

| |A new Import Multiple Quotes link has been added to the Quick Price screen to allow users to quickly toggle to the |

| |Import Multiple Quotes screen. |

| | |

| |Previously, this link did not exist within the Quick Price screen. |

|Takeover quote process through import | |

|by contract simplified | |

| |Error messages and validations now occur first for a takeover quote. The contract data for a takeover quote only |

| |displays after the user accepts the takeover agreement. |

| |Previously, the validations occurred within multiple steps by importing the contract, changing target contract |

| |numbers, and performing the actual takeover. |

|Standard Quoting Only |

|Functionality |Description |

|Additional recipients allowed for a | |

|sample invoice with more than 500 | |

|lines | |

| | |

| |Users are now able to include additional email addresses, allowing multiple recipients to receive a sample invoice as|

| |an Excel attachment. |

| | |

| |Previously, only a single email address could receive the sample invoice. |

|Quick and Standard Quoting Only |

|Functionality |Description |

|New Import Multiple Quotes sub tab, | |

|upload template and email confirmation| |

| |[pic] |

| |A new Import Multiple Quotes sub tab allowing users to upload multiple quotes at once is now available. This sub tab |

| |is in the Estimates and Quotes section. |

| | |

| |The new template that has been created for uploading multiple quotes incorporates additional header level attributes |

| |such as quote references, Quote Number, Access, ENT SKU, Deal ID, ePromo Code, Distributor Bill-to-ID, and Reseller |

| |Bill-to-ID. |

| | |

| |If a user uses this functionality to create multiple new quotes, the unique quote reference column is mandatory. If a|

| |user edits or deletes multiple lines the Quote Reference, Quote Number, and Unique Line number columns are mandatory.|

| | |

| |The related confirmation email now contains a section for Multiple Quote Details that includes the total Quote in |

| |Upload, Total Lines Uploaded, and Quote and File Validation Results sections. |

| | |

| |Please note that Cisco 2-Tier partners are only able to quote with a single distributor per upload, whereas |

| |distributors are able to quote multiple 2-Tier partner (reseller) quotes. |

| | |

| |Previously, users could only upload one quote at a time. |

| | |

| |What the Change Means for Users |

| |Increased efficiency because users are able to upload multiple quotes at once |

| | |

| |Greater productivity by allowing distributors to create multiple quotes in one location. |

|Quote Reference Number added to |The quote reference number has been added to the Multiple Quote Upload template. The reference number is now also |

|workflows |searchable within the Advanced Search window with a minimum of three characters to complete the search. |

| | |

| |Users previously did not have a quote reference number within the Multiple Quote Upload template. |

|Deal ID/ePromo discounts automated by |[pic] |

|system | |

| |Nonstandard discounts are applied and quote prices are now adjusted immediately following the validation of the deal |

| |ID. Additionally, promotional discounts will also be adjusted for ePromo codes. If the deal ID validation fails, the |

| |user encounters a hard stop or may see warning messages. |

| | |

| |Please note that support cases are no longer automatically created for a deal ID or ePromo code discount application |

| |and an email notification of the applied discount is no longer sent. If any issues arise while applying a discount, |

| |users still have the option to create a support case. |

| | |

| |Additionally, the process to apply nonstandard discounts for combined services and software subscriptions will remain|

| |the same as it is currently. This enhancement will be addressed in upcoming releases. |

| | |

| |Previously, deal ID or ePromo code discounts were manually applied by an internal user after a support case was |

| |created. |

| | |

| |What the Change Means for Users: |

| |Increased productivity and ease of doing business because users no longer have to wait for support cases to be |

| |resolved |

|Editing 2-Tier partner (reseller) |Users are now able to select, add, and edit 2-Tier partner (reseller) information through the selector icon next to |

|information no longer completed |the 2-Tier partner (reseller) contact name. When the icon is clicked, a popup window allows users to see all 2-Tier |

|directly on page |partners (resellers) and add, edit, or sort contacts. |

| | |

| |Previously, the 2-Tier partner (reseller) contact name, email, and phone number were editable directly on the quote |

| |page for distributors. |

|Sample Invoice link within Quote | |

|Summary Details and Quick Quote | |

|screens | |

| |When a quote is valid and fewer than 500 lines, users can access a sample invoice by clicking the View Sample Invoice|

| |link. If the quote is greater than 500 lines, the sample invoice is taken offline to be completed. |

| | |

| |Previously, users needed to select the sample invoice option within the Action drop-down menu and would be sent an |

| |offline version of the invoice. |

|Multinational Quoting (MNQ) and | |

|multiyear discounts | |

| | |

| |MNQ and multiyear discounts are now applied correctly if the distributor bill-to-ID and install site ID belong to |

| |different price lists. |

| |Please note: If fixed-dollar SKU invoicing is used, the user may see an inconsistent unit price in sample |

| |invoices when additional discounts are applied. For example, multinational discounts because of the current unit |

| |price logic. This issue currently scheduled to be fixed in the Q1FY14 release. |

| | |

| |Previously, users had to open a support case to request for the discount, which would be applied manually. |

|Automated error resolution |[pic] |

| |Users can choose to apply the date automation feature to all quotes by checking a new box in CSCC User Preferences. |

| |In addition, users can apply the feature to individual quotes by choosing the option on the import/export screen |

| |using the Upload Excel from template method. |

| |Date Examples: The date automation feature helps to ensure that the begin date is the contract end date +1 for |

| |renewals, the appropriate lead time is set, and the 12-month minimum duration is accounted for. |

| |What the Change Means for Users |

| |Reduction in validation cycle |

| |Reduction in support cases |

|Auto-deleted items | |

| | |

| |As part of the November 2012 release, an Auto Delete tab was added to the Create a Quote navigation menu. Partners |

| |can use the tab to review the items that were autodeleted from the quote during quote creation. |

| |As part of the March 2013 release, partners can review the items that are autodeleted from a quote after the quote |

| |has been ordered. This deletion occurs when an ordered serial number is not the latest installed item. |

|Sample invoices |[pic] |

| |All partners can now: |

| |Preview a sample of their invoice from the Quote Summary Details, Quote Manager, and Quote Advanced Search pages. |

| |View the ordering and invoicing SKU information on the sample invoice. |

| |View multiple quotes on a sample invoice. |

| |What the Change Means for Users |

| |Reduced support cases |

| |Easy access to Sample Invoice from the Quick Quoting and Standard Quoting screens |

| |Increased productivity because users have an online view of the sample invoice from the Standard Quoting screen |

| |Ability to preview a consolidated invoice, which is extremely helpful when multiple quotes are tied to single order |

| |Ease of invoice reconciliation |

|Cross Functional |

|Functionality |Description |

|Changes to distributor drop-down list |If the Do Not Show This Distributor on External drop-down list is checked within the Manage Distributor tab, 2-Tier |

|for 2-Tier partners (resellers) within|partners (resellers) will not see CE distributors in the distributor drop-down list within the Quick Price and Quote |

|Quick Price and Quote Summary Details |Summary Details screen. |

|screen | |

| |This function did not previously exist. |

| | |

| |Note: This only applies to 2-Tier partners (resellers). |

|Automated address book migration |When a user is onboarded through the Manage User Roles tab, the system checks to see if there is an existing |

| | ID (CCO ID) within SCC for Indirect Resellers and Distributors (SMS3). If there is an existing ID|

| |the system migrates the address book into Cisco Service Contract Center. |

|2-Tier partner (reseller) |An order completion summary report is autogenerated and sent by email to Cisco 2-Tier Partners (resellers) upon |

|autogenerated email |completion of an order. |

| | |

| |Please note that if distributors do not want the email to be sent to a 2-Tier partner (reseller), they must provide |

| |either their own or a dummy email address for the 2-Tier partner (reseller) contact information in the picker. If the|

| |email address for the 2-Tier partner (reseller) contact information in the Pricing, Quoting, or Quote Summary Details|

| |screens is blank, no action is required. |

| | |

| |Currently, distributors receive the summary report and must manually forward the report to the 2-Tier partner |

| |(reseller). |

|Contract Management |

|Functionality |Description |

|2-Tier partner (reseller) contact |2-Tier partner (reseller) contact information is now available for both converted contracts and quotes. |

|information available for converted | |

|contracts |Previously, 2-Tier partner (reseller) contact information was only available on quotes. |

|Contract Upload Manager templates |In some return materials authorization (RMA) instances, Cisco ships a replacement before receiving the defective |

|available to external users |product. The following improvements have been implemented for the advanced shipment process: |

| | |

| |If a valid serial number and product ID of the defective part or parts are provided during the RMA shipment request |

| |creation, the shipped serial number is updated on the contract after shipment and is available for quoting within 24 |

| |hours. |

| |If the information is not provided or is invalid, the RMA contract update is processed only after the defective |

| |product has been received. |

| |If the update fails, a support case is automatically generated, and Cisco support will resolve contract update |

| |failures with the given RMA details. |

| | |

| |What the Change Means for Users |

| | |

| |An RMA process that is faster, more accurate and less prone to failures in some instances. |

|Try and Buy products | |

| | |

| | |

| | |

| |A new category of contracts that is called trial Technical Services and Subscriptions for Try and Buy products has |

| |been created to coincide with a 90-day product trial period. Note that these contracts are created in Cisco Service |

| |Contract Center as a result of the Try and Buy order that has been placed in Cisco Commerce Workspace and they cannot|

| |be ordered from Cisco Service Contract Center. |

| | |

| |Try and Buy affects Cisco Service Contract Center users in three ways: |

| |The contract management functions in Cisco Service Contract Center enable users to move products from one trial |

| |contract to another trial contract with the same service level. |

| |Users are prevented from adding products to Try and Buy service and subscription contracts during the trial period. |

| |Install site changes and date changes are not allowed on trial contracts. |

| |Cisco Service Contract Center allows users to upgrade from a trial to regular technical service or subscription |

| |contract when a product is purchased. |

|Cisco Commerce Workspace Impacts |

|Functionality |Description |

|Tool adoption |[pic] |

| |Legacy Manual Deviation Authorization Request Tool (DART) End of Life: The functionalities that are currently |

| |accessed through legacy DART have been retired as of the March 2013 release on March 3, 2013. The legacy DART user |

| |interface will only be available to maintain active DARTs that were created in the Manual DART tool; all other |

| |functionality is disabled. Distributors will follow the processes in Cisco Commerce Workspace to create, view, and |

| |manage any new deviations. |

| |The View All Promotions link provides visibility to details about promotions in Cisco Commerce Workspace. The |

| |dashboard in DART is retired. Bundle promotions are being migrated and will no longer be transacted in legacy Manual |

| |DART. In Cisco Commerce Workspace, a new link, Import Bundles, allows users to transact bundle promotions. |

| | |

| |What the Change Means for Users |

| |Cisco Commerce Workspace is the single tool for creating and managing Field Approved Deviations (FADs). Visibility to|

| |all promotions in Cisco Commerce Workspace creates a smoother, single-tool system for discounts. The new import |

| |bundle capability allows users to display and transact bundle promotions in Cisco Commerce Workspace. |

| | |

| | |

| |[pic] |

| |Remaining Legacy Training SKUs, PICA, ICA, and Japan Address Tool |

| |By adding the remaining training Ordering Tool SKUs into Cisco Commerce Workspace, the gap between Cisco Commerce |

| |Workspace and legacy tools for direct and indirect partners is closed. |

| |An upfront display of the Controlled Part (CP) icon and information will make it clearer when orders get export |

| |holds. |

| |Japan only: Direct and indirect partners have extended access to the Japan Address Tool in the workspace, |

| |configuration, and ordering capability in Cisco Commerce Workspace. |

| |What the Change Means for Users |

| |Several legacy tool capabilities are now available in Cisco Commerce Workspace, saving users time and providing a |

| |single tool to transact with Cisco. |

|Ease of use |[pic] |

| | |

| |Importing Estimates |

| |Estimates that are shared by the account managers (AMs) can be imported into Cisco Commerce Workspace quote or order |

| |functions by distributors. |

| |What the Change Means for Users |

| |Estimates are part of the presales process, created by AMs, and can be used by distributors just like a saved |

| |configuration. When an AM shares an estimate, the distributor follows the standard process of importing a saved |

| |configuration into the quote or order process by inserting the estimate ID that is provided by the AM. This feature |

| |makes collaboration easier and reduces time that is required to create a quote or order. |

|Customer experience |Real-Time MEMO Icon Messaging |

| |Partners and distributors receive real-time, upfront messages for promotional announcements, supply shortages, new |

| |product models, and other information pertaining to specific products that have been added to the configuration. |

| |What the Change Means for Users |

| |Real-time messaging improves the configuration process, providing upfront visibility to potential product supply or |

| |new product information. |

|Cisco Service Partner Program Impacts |

|Functionality/Programs |Description |

|Multinational Quoting (MNQ) as part of|Cisco has automated the validation process for Cisco Global and Multinational Certified Partners selling to G3100 end|

|Service Partner Program |customers. |

| |What the Change Means for Users |

| |Cisco Service Contract Center no longer generates error messages when partners are compliant with Cisco Service |

| |Partner Program eligibility requirements. This change significantly reduces the need for manual intervention by the |

| |support team. |

|Support, Training, and Reference Information |

| |

|Local Support after the Release |

|Support (サポート) |

|Reference Information |

|Cisco Service Contract Center 2-Tier Operations Exchange |

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