Cisco

Partner Helpline

Essential Presales Support

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
 What is Partner Helpline?

Provide critical presales and on-boarding

Vision support worldwide

Partner Enhanced pre-sales productivity and

Value efficiency via world-class and localized
technical and program support

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 2

 How is WW Partner Helpline Organized?
Localized contact centers in-theatre take advantage of
centralized Cisco resources

US

Europe

WW PH
HQ Team
APAC Japan

Emerging

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 3

 Where are Partner Helpline Resources Located?

Brussels, Belgium
10 Agents
English, French, Italian
German, Spanish

Warsaw, Poland
4 Agents
Czech, Polish
(Apr 1) +2 Agents
Russian
Salt Lake City
65 Agents
English Richardson, TX
US In-Source Migration Beijing, China
English 6 Agents
Mandarin

San Jose, Costa Rica Bangalore, India

3 Agents 11 Agents
English, Spanish, English
Portuguese

Singapore
Sydney
5 Agents
4 Agents
Japanese, Korea, Thai,
Cantonese English

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 4

 What Cisco Technologies Does
Partner Helpline Support?
 All Cisco technologies sold through channel partners
 Agents are specifically trained in the following Cisco
technologies and solutions:
Core Routing
Core Switching
Security
Unified Communications
Wireless
 Other Technologies supported via formal escalation paths:
Data Center
Optical
Contact Center
Telepresence

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 5

 How is Support Positioned Across the
Customer Engagement Lifecycle?

Technical Partner Plan, Design, Technical

Pre-Sales: Programs & Implementation: Assistance
Partner Tools: PDI Helpdesk Center
Helpline PRT

 Part number and  Partner  Assist partners  Ongoing

pricing lookups Certification & with review of technical
Specialization proposed project support
 Product and
plans services for
Solution  Tools such as
partners and
ordering and Partner Self  Assist upgrade
customers
selection Service, Update planning,
worldwide
Company Data, Infrastructure
 Product
etc. analysis,
Configurations
scalability

Pre-Sales Deployment Post-Sales

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 6
How Do Partners Access Partner Helpline?

 All partners worldwide can access via the Web:

www.cisco.com/go/ph

 Hours of operation are 9am to 5pm CET

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 7

 Partner Helpline Summary
 Initial entry point for all pre-sales and technology support for Cisco
partners worldwide
 Web-based support in your local language
 Available anytime, anywhere and accessible to all partners
 Accelerates partner efficiency, productivity and sales readiness

Presentation_ID
25-10-06 © 2006
2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 88
Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 9
 Partner Helpline www.cisco/go/ph

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 10

 Partner Helpline www.cisco/go/ph

Select your country

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 11

 Partner Helpline www.cisco/go/ph
Web Case

Select your Language

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 12

 Partner Helpline www.cisco/go/ph
Web Case

Make your selection

For your case

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 13

 Partner Helpline Submit a case

You will be asked

To complete some
Registration information
The first time in the tool

All items with a

Red star are mandatory
NOTE: CCO will soon
Be mandatory

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 14

 Partner Helpline www.cisco/go/ph

This is where
Your case will be
Logged and sent

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 15

 Partner Helpline www.cisco/go/ph
FAQ option

Select the Question and Answer if

Would like to search the FAQ database

Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. 16