Contract Management Job Aid Partner

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Contract Management Job Aid

Partner

CISCO SERVICE CONTRACT CENTER

This job aid will provide the necessary information regarding how to effectively manage your contracts in Cisco Service Contract Center.

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Introduction to the Contract Management Job Aid... 4

Access to Cisco Service Contract Center... 6

Dashboard Screen Overview... 7

Contract Management Overview... 8

Contract Manager End-to-End Process... 8

Contract Manager Screen Overview ... 9

Contract Summary Details Screen Overview ... 10

Contract Management Actions... 11

1. Filtering Your Contracts 11

2. Performing a Contract Advanced Search 13

2. Editing/Updating Contracts 18

3. Performing Product Moves and Contract Merges 25

5. Downloading Contracts 35

Common Errors ... 39

Conclusion and Transition to Quoting... 40

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Introduction to the Contract Management Job

Aid

What is the Contract Management Job Aid?

The Job Aid is a “quick” reference guide that explains a variety of tasks that can be performed within Cisco Service Contract Center to help you manage your contracts. The following sections will walk you through the suggested process flow and best practices that one could follow when using Cisco Service Contract Center.

This job aid is intended to be a high-level, step-by-step walkthrough of the Contract Management Process within Cisco Service Contract Center. Please note that it will not walk you through all iterations of how to use Cisco Service Contract Center. For additional information on specific functionality not reviewed within this guide, refer to the appropriate User Guide.

How is the Job Aid Organized?

The Job Aid is divided into the following sections which highlight the processes and best practices for Contract Management:

Introduction: An introduction including what you can do in the focus area, and why you would want to use that specific focus area

Contract Management Overview: Provides the suggested process flow to follow when using that section, as well as details the main Cisco Service Contract Center screens and the sections within that screen

Contract Management Actions: Detailed steps on how to perform the specific functions within the process flow, and the best practices for walking through that process step

Common Errors and Resolutions: Detailed information on the most common errors within a focus area and step-by-step instructions on how to resolve errors

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©Cisco Systems, Inc. Confidential 5 Updated Oct. 3, 2007 Updated Dec 14, 2007 40 Cisco Systems, Inc. Confidential

Creating a New Site

Description: Site creation is in real time, however, sometimes Cisco Service Contract Center will not distribute the new site information throughout the system immediately. You may receive a synch out error requiring you to re-query the address at a later time.

Resolution: Re-query the address.

Conclusion and Transition to Quoting

Cisco Service Contract Center can be used to manage, edit, and search for your contracts. To add products, extend service coverage, or perform any quoting functionality, you will need to navigate back to SCC for Indirect Resellers and Distributors. The ‘Quoting and Ordering’ tab within SCC for Indirect Resellers and Distributors will pull the information from your contract in Cisco Service Contract Center to conduct these actions. Please refer to the appropriate User Guide for more information on quoting and managing your quotes within SCC for Indirect Resellers and Distributors

Icon Guide:

Below are the icons that you may see throughout the Job Aid. They will help you recognize important areas of note within this guide.

Indicates an example is given.

Indicates a list of values is being defined.

Indicates any additional information you will need to know regarding Cisco Service Contract Center functionality

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Access to Cisco Service Contract Center

Step Action

7. If the contract is a software contract, a pop-up window appears displaying the download method option section. Select the appropriate ‘Download Method’.

8. Click ‘Submit’. SCC for Indirect Resellers and Distributors users will now be required to manage

their contracts and perform their searches using Contract Manager within Cisco Service Contract Center. You can access Contract Manager from the ‘Contracts’ tab within SCC for Indirect Resellers and Distributors (SMS3).

Steps for Accessing Contract Manager

View the screenshots below and follow the corresponding ‘Step/Action’ tables to complete this task.

Common Errors

Address Search Yields No Results

Description: Since the ‘Address 1’ field only yields results for exact searches and is case sensitive, your search may not yield any results.

For example, if the address in the database includes a suite number, but the user does not enter a suite number while performing the search, then the search will not yield any results.

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User Enters: 159 Ocean Blvd

Address in Database: 159 Ocean Blvd, Suite #10

‘Contracts’ Tab; SCC for Indirect Resellers and Distributors

Resolution: Perform broader searches in Contract Advanced Search by searching for the City, State, and Postal Code instead of entering in a specific address.

Step Action

1. Click the ‘My Contracts’ hyperlink located on the Contracts screen below the ‘Contracts’ tab.

Step Action

2. The Contract Manager screen within Cisco Service Contract Center will open in a new browser (see next page).

• You can toggle back and forth between the two browsers as long as necessary. Your session within Cisco Service Contract Center will remain active as long as your browser remains open and there is not an extended period of inactivity (approximately 30 minutes).

Performing a Move

Description: Validations will be run against the source site to ensure service is available on the site. If service is not available on the site, then you will receive an error.

For example, if you want to move products and the associated service to a different installed-at site, but the site from which you are moving the products (source site) does not currently have service, then you will receive an error. Resolution: Select a source site where service is available.

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Updated Dec 14, 2007 38 Cisco Systems, Inc. Confidential Non-Software Download Contract Pop-up Window

Step Action

5. If the contract is a non-software contract, a pop-up window appears with a ‘Select Download Details’ section and a ‘Download Method’ section. Select the appropriate ‘Download Details’ and the ‘Download Method’.

• Select ‘Products Only’ if you want to download only the major lines. Or you can select ‘Products and

Configuration’ if you want to download the major and minor lines associated with each.

6. Click ‘Submit’.

Software Download Contract Pop-up Window

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©Cisco Systems, Inc. Confidential 7 Updated Oct. 3, 2007

Dashboard Screen Overview

Below is a brief overview of the Dashboard screen within Cisco Service Contract Center. The table below the screenshot highlights the main sections of the Dashboard screen. The Dashboard screen is the main landing page for Cisco Service Contract Center.

B

A

Dashboard Screen

Item Name & Description

A General Tab: Displays the ‘Contracts’ table with the most recent contracts you have worked on, as well as the ‘Request Status’ table with the most recent requests made.

B Contracts Tab: Displays your contracts at a high level and allows you to drill down to the line level details of each. You can manage and edit your contracts from this section.

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Contract Management Overview

Within Cisco Service Contract Center, you can now filter and sort for all contracts, perform powerful searches using Contract Advanced Search, update contracts, move products, merge contracts, and much more.

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Why would I be here?

After successfully ordering a quote, the products and associated service levels will be placed onto a contract. Within Cisco Service Contract Center, you can access the Contract Manager screen by rolling over the ‘Contracts’ tab.

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What can I do here?

From the ‘Contracts’ tab, you will be able to manage contracts to ensure that contract information is accurate. By maintaining data accuracy, Cisco will be able to help deliver service more quickly by knowing exactly where each piece of equipment is installed.

Contract Summary Details Screen

Contract Manager End-to-End Process

_Step _Action

3. From the Contract Summary Details screen, click the ‘’Action’ drop down and select ‘Download Contract’.

• To download individual sites, click the checkboxes of the desired sites in the ‘Site Information’ table at the bottom of the screen. At this point, the ‘Action’ drop down will allow you to choose to ‘Download Selected Site(s)’.

4. Click ‘GO’. Below is the high-level process for using Contract Manager. This section will walk

you through each of the process steps listed and how to complete the most widely used functions within Cisco Service Contract Center.

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Contract Manager Screen Overview

Step Action

1. From the Contract Manager screen, you can select ‘Download Contract List’ to download a list of all your contracts.

Below is a brief overview of the Contract Manager screen within Cisco Service Contract Center. The table below the screenshot highlights the main sections of the Contract Manager screen. If you have over 100 contracts or it takes longer than 30 seconds to load, you will need to set filters to view your contracts. This is meant to avoid performance issues waiting for large amounts of data to load.

A

B

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Updated Dec 14, 2007 36 Cisco Systems, Inc. Confidential Contract Manager Screen

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Contract Manager Screen

Step Action

2. However to get a more detailed documents of an individual contract, click the ‘Contract #’ hyperlink of the contract you wish to

download. Item _A _{‘Group By’ drop down: Select whether to group your contracts}Name & Description by either ‘Installed-at Customer and Site ID’ or ‘Bill to ID’. B ‘Filters’ section: Enter and set your filter criteria to search for

specific contracts.

C ‘Contract’ table: Displays the contract(s) matching your filter criteria.

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5. Downloading Contracts

Contract Summary Details Screen Overview

Cisco Service Contract Center allows you to download your contract information into excel or .csv format. You have the option to download either your entire contract or selected site on a contract.

Below is a brief overview of the Contract Summary Details screen within Cisco Service Contract Center. The table below the screenshot highlights the main sections of this screen. Most of the functions within Contract Manager will begin from the Contract Summary Details screen.

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Steps for Downloading Your Contracts

View the screenshots below and follow the corresponding Step/Action tables to complete this task.

Item Name & Description

A Contract Summary Details: Displays the key details of a contract. In addition, the ‘Action’ drop down menu where users can begin many Contract Management functions is located in this section.

B Additional Contract Information: Click the expand/collapse arrow to display additional contract information not shown in the ‘Contract Summary Details’ section.

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Contract Management Actions

Step Action

4. From the ‘Target Contract’ pop-up window, you will have three options:

4. Enter your target contract number in the ‘Target Contract’ field and click ‘Submit’.

5. Enter ‘NEW’ in the ‘Target Contract’ field to create a new contract and click ‘Submit’.

• The application will run a check for an existing, eligible contract. If an existing target contract is found, your request will be processed offline and you will receive an email with an attachment containing a list of eligible contracts. A new contract is created only if there are no existing eligible target contracts.

6. Click ‘Retrieve Target Contracts’ to retrieve a list of eligible contracts. If the search:

c) Does not exceed the threshold amount, a list of eligible contracts will be generated and you will need to select the target contract from the pop-up window and click ‘Submit’.

d) Exceeds the threshold amount, a message will appear notifying you, that ‘The Target Contract Request you are about to perform has exceeded the maximum contract threshold.’ You will have the option to either continue your search offline and have the list emailed as an attachment in .csv format or cancel the contract list request. You can track your request from the Request Status screen.

5. From the ‘Contract to Contract Move: Submit Move Request’ pop-up window, you can specify an email address where the

confirmation message and results message will be sent and click ‘Submit’.

• An email will be sent to the CCO User ID associated to the quote once the merge has taken place.

1. Filtering Your Contracts

Within Cisco Service Contract Center, only the quotes you have access to will display for your view. When you first enter the Contract Manager screen you can narrow down the contracts that are being displayed by setting your filters. You can also use this feature to search for a contract or group of contracts.

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Steps for Filtering for Your Contracts

View the screenshots below and follow the corresponding Step / Action tables to complete this task.

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Step Action

3. Click the ‘Action’ drop down menu, select ‘Merge Entire Contract into Another Contract’ and click ‘GO’.

Step Action

1. Click the ‘Group By’ drop down to select how to you would like your contracts to be displayed.

2. Select either “Installed-At Site’ or ‘Bill To ID’.

3. In the ‘Filters’ sections, populate the appropriate textboxes to conduct your search.

• The fields with the red asterisks are required fields. You must enter at least one of these fields to be able to set your filters.

• If you do not know a Customer Name or Bill To, you search for either by clicking the selector icon next to the textboxes. You will be redirected to a pop-up window to conduct your search.

• The more filters you fill out the more specific your results will be.

4. Click the ‘Set Filters’ arrow to filter for your contracts.

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Target Contract

Pop up ₅

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Step Action

5. From the ‘Contract to Contract Move: Submit Move Request’ pop-up window, you can specify an email address where the

confirmation message and results message will be sent and click ‘Submit’.

• If all, or parts of the move, are not successful, you will receive an email explaining which products did not move

successfully.

You have the option to set certain filters as your default so that you will not have to set them each time you login by clicking the ‘Set as Default’ button at the bottom right of the ‘Filters’ section.

2. Performing a Contract Advanced Search

Contract Advanced Search contains many filter options which allow you to perform broad searches for contracts or narrow down your search by using multiple filters at once to find a specific contract.

In addition to moving products from site to site or contract to contract, you can also merge entire contracts together. This can be done from the Contract Manager screen or the Contract Summary Details screen. The example below will walk you through the steps for merging contracts from the Contract Summary Details screen.

This powerful search tool gives you the ability to find the contract(s) you need quickly without having to manually sort through contracts. After locating your contract(s), you can perform a variety of actions such as downloading a report or moving products. In addition, you can also view the contract summary details by clicking the ‘Contract Number’ hyperlink.

Steps for Merging Entire Contract into Another Contract

View the screenshots below and follow the corresponding Step / Action tables to complete this task.

In Cisco Service Contract Center, you will only be able to see contracts which you can access. This access is determined by your preferences set in SCC for Indirect Resellers and Distributors.

Step Action

1. From the Contract Manager screen, click the ‘Contract #’ hyperlink of the contract you want to merge to another contract.

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4 You can also search for serial numbers using the Serial Number

Information Finder (SNIF) option within Cisco Service Contract Center Advanced Search. To do so, click the ‘Search By’ drop down and select ‘SNIF’.

Steps for Performing a Contract Advanced Search

Target Contract Pop up

View the screenshots below and follow the corresponding Step/Action tables to

complete this task. 5

Contract to Contract Move: Submit Move Request Pop up

Step Action

1. Click the ‘Advanced Search’ hyperlink located on any screen within Cisco Service Contract Center.

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4. From the ‘Target Contract’ pop-up window, you will have three options:

1. Enter your target contract number in the ‘Target Contract’ field and click ‘Submit’.

2. Enter ‘NEW’ in the ‘Target Contract’ field to create a new contract and click ‘Submit’.

• The application will run a check for an existing, eligible contract. If an existing target contract is found, your request will processed offline and you will receive an email with an attachment containing a list of eligible contracts. A new contract is created only if there are no existing eligible target contracts.

3. Click ‘Retrieve Target Contracts’ to retrieve a list of eligible contracts. If the search:

a) Does not exceed the threshold amount, a list of eligible contracts will be generated and you will need to select the target contract from the pop-up window and click ‘Submit’.

b) Exceeds the threshold amount, a message will appear notifying you that the Target Contract Request you are about to perform has exceeded the maximum contract threshold.’ You will have the option to either continue your search offline and have the list emailed as an attachment in .csv format or cancel the contract list request. You can track your request from the Request Status screen.

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©Cisco Systems, Inc. Confidential 15 Updated Oct. 3, 2007 Advanced Search Screen

Step Action

2. Click the ‘Search For’ drop down and select ‘Contracts’ if it is not already selected.

• You also have the option to perform a ‘SNIF’ search by within Cisco Service Contract Center Advanced Search by selecting ‘SNIF’ from the ‘Search By’ drop down.

3. From the ‘Advanced Search’ pop-up window, enter your filter criteria. You must enter search criteria into one of the following fields: Contract Number(s), at Customer Name, Installed-at Customer and Site ID, or Bill To ID.

4. Click the ‘More Filters’ expand/collapse arrow to access additional filter fields.

5. Click the ‘Line Level Search Filters’ expand/collapse arrow to access the line level filter criteria.

• If you plan on performing the same search in the future, you can save your filter criteria. To do so, enter the name of your filter in the ‘Save Search Set’ textbox and click ‘Save’. The next time you open the ‘Advanced Search’ pop-up window, click the ‘Search For’ drop down. The saved search set will appear indented below Contracts. Select your saved filter set to perform the same search.

6. Click ‘Search’. 3

Updated Dec 14, 2007 30 Cisco Systems, Inc. Confidential Contract Summary Details Screen

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Step Action

2. From the Contract Summary Details screen, click the checkbox next to the site containing the products you want to move to another contract.

• To move only selected products from one site to a different contract, navigate to the Line Items screen to ‘Move Selected Products From Site to Another Contract’. This can be used when a partner wants to organize their end customers and wants to ensure each piece of equipment is placed on the correct contract.

The ‘Search For’ drop down will default according to the screen in which you clicked the ‘Advanced Search’ hyperlink. For example, if you clicked the ‘Advanced Search’ hyperlink from the Contract Manager screen, the ‘Search For’ drop down will have ‘Contracts’ already selected.

3. Click the ‘Action’ drop down menu, select ‘Move All Products from Selected Site to Another Contract’ and click ‘GO’.

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Steps for Searching for Uncovered Equipment Steps for Moving All Products from Selected Site to Another Contract

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Step Action

1. Click the ‘Advanced Search’ hyperlink located on any screen within Cisco Service Contract Center.

Advanced Search Results Screen

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Step Action

1. From the Contract Manager screen, click the ‘Contract #’ hyperlink of the contract with the site containing all the products you want to move to another contract.

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Step Action

2. Click the ‘Search For’ drop down and select ‘Contracts’ if it is not already selected.

3. Click the ‘More Filters’ expand/collapse arrow to access additional filter fields.

5. You may enter either a 'Product PO', 'Product SO', and/or scroll down to add a 'Serial Number'. If you enter data in any other search fields, your search will only produce results at the contract level and will not display uncovered equipment.

• You can enter more than one serial number at a time as long as you separate your entries by a comma.

6. Click ‘Search’.

7. Search results will vary based upon the data found. The following results may display:

a. A message displays informing you that no records can be found for your search.

b. Only covered equipment is found. c. Only uncovered equipment is found.

d.

Uncovered and covered equipment is found. 4

Site to Site Move: Select Target Site Pop up

Step Action

4. From the ‘Site to Site Move: Select Target Contract’ pop-up window, select the radio button next to the target site where you want to move all the products.

• To create a new site to move your products to, click the ‘Add a New Site to the Contract’ hyperlink at the top of the table. 5. Click ‘Submit’.

6. From the ‘Site to Site Move: Submit Move Request’ pop-up window, you can specify an email address where the confirmation message and results message will be sent.

• If all, or parts of the move, are not successful, you will receive an email explaining which products did not move

successfully..

7 Moving All Products From Selected Site to Another Contract

Example: This function is generally used by partners to organize their end customers onto one contract. Cisco prefers to have all end customers on one contract under one common parent

company. ‘Not Covered By Cisco Service Contract’ table; Advanced Search Results Screen

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2. Editing/Updating Contracts

There are a variety of actions you can select within Contract Manager to edit and update your contracts throughout their duration. Understanding how to update your contracts will help you to manage your business.

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To understand where to begin, you must first understand how Contract Manager is set up within Cisco Service Contract Center. When you first access Cisco Service Contract Center, the screens will display at the tab level. If you rollover either the ‘General’ or ‘Contracts’ tab, a secondary menu will display. Certain secondary menu items also have a tertiary menu that will display when opened.

The further you navigate into the secondary and tertiary menus, the more detail will be displayed. The Contract Manager screen is a part of the secondary menu, displaying at a high level what contracts to which you are associated. The Contracts Summary Details screen is part of the tertiary menu, displaying the site details on the individual contracts. The Line Items screen is also a part of the

tertiary menu, displaying the line level details of each site. 2

The following lessons will instruct you how to:

1. Request to Edit the Installed-At Site information Step Action

2. From the Contract Summary Details screen, click the checkbox next to the sites containing the products you want to move to another site.

• To move only selected products from one site to a different site, navigate to the Line Items screen to ‘Move Selected Products to Another Site’. This can be used when a piece of equipment has been relocated to a different location.

3. Click the ‘Action’ drop down menu, select ‘Move All Products from Selected Site(s) to Another Site’ and click ‘GO’.

2. Request to Edit the Bill To information 3. Edit the Co-Term date

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Example: If an office decides to relocate, then all products will need to be moved from the old office site to the new office location. To do so, you must ‘Move All Products From Selected Site(s) To Another Site’.

Most edits and updates to your contracts will be performed at the site level and therefore will take place on the Contract Summary Details screen.

Steps for Requesting to Edit Installed-At Site Contact & Address Steps for Moving All Products From Selected Site(s) To Another Site

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Step Action

1. On the Contract Manager screen, click the ‘Contract #’ hyperlink of the contract you would like to edit.

• The Contract Summary Details screen appears displaying the site level details of your selection.

Step Action

1. From the Contract Manager screen, click the ‘Contract #’ hyperlink of the contract with sites containing the products you want to move to another site.

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Step Action

6. To exit without changing the date, click ‘Close’ at the bottom of the screen.

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3. Performing Product Moves and Contract Merges

In Cisco Service Contract Center, you can move products within Contract Manager. You also have the ability to merge entire contracts into another if necessary. There are two types of moves that can be performed within Contract Manager:

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1. Site to Site: You may need to move products to different locations within the company. For example, if an office closes down and is moved elsewhere or if products are needed in a different location, then Cisco will need to be notified of this new location in order to deliver service when necessary. An accurate Installed-At site location will help Cisco better service customers.

Step Action

2. Click the checkbox for the Installed-At Site you would like to edit.

3. Click the ‘Action’ drop down, select ‘Request to Edit Installed-At Site Contact & Address’, and click ‘GO’.

• The ‘Installed-At Site Contact & Address’ pop-up window appears.

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Contract to Contract: You may need to organize your contracts according to end customers. When multiple end customers are on one contract, you may want to split these end customers onto different contracts in order to better manage their business.

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Step Action

4. Populate the appropriate textboxes with the information you want displayed on the contract.

5. Click the ‘Send Request’ button at the bottom right of the window to submit your request.

6. To exit without changing the information, click ‘Cancel’ at the bottom of the screen.

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Steps for Requesting to Edit Bill To Contact & Address

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Step Action

2. Click the checkbox for the Installed-At Site on which you want change the co-term date.

3. Click the ‘Action’ drop down, select ‘Edit Co-Term Date’, and click ‘GO’.

• The ‘Installed-At Site Contact & Address’ pop-up window appears.

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Updated Dec 14, 2007 24 Cisco Systems, Inc. Confidential Edit Co-Term Date Pop-up Window

Step Action

4. Use the calendar icon to change the co-term date.

5. Click the ‘Submit’ button at the bottom right of the window to submit your request.

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Step Action

• The Contract Summary Details screen appears displaying the site level details of your selection.

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Step Action

4. Populate the appropriate textboxes with the information to be changed.

5. Click the ‘Save’ button at the bottom right of the window to submit your request.

6. To exit without changing the information, click ‘Close’ at the bottom of the screen.

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Steps for Editing Co-Term Dates

2 _{View the screenshots below and follow the corresponding Step/Action tables to} complete this task.

Step Action

2. Click the checkbox for the site on which you will edit the Bill To details.

3. Click the ‘Action’ drop down, select ‘Request to Edit Bill To Contact & Address’, and click ‘GO’.

• The ‘Bill To Contact Details’ pop-up window appears.

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Step Action

• The Contract Summary Details screen appears displaying the site level details of your selection. 5

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Contract Management Job Aid Partner