Partnering with

Cisco for SMB

Engineers

Course Objectives
Upon completion of this course, you will be able to:

Describe the Cisco service offerings for small and midsize business
customers

Identify the appropriate Cisco service offering to match the customers

needs

Identify the appropriate Cisco tools and resources to use in the sales
process

Cisco Confidential

Course Outline
The learning objectives will be covered in the following modules:

Cisco Services for Partner Engineers

Cisco Tools for Partner Engineers

Cisco Confidential

Cisco Services
for Partner
Engineers
Cisco Confidential

Module Objectives
Upon completion of this module, you will be able to:
Discuss

the Cisco service offerings and their value for Small and Midsize
business customers

Describe

the appropriate Cisco services to offer depending on your

business model as a partner

Identify

the appropriate Cisco Smart Services offering to match the

customers needs

Describe

Cisco Branded and Cisco Collaborative services

Cisco Confidential

Module Outline
The learning objectives will be covered in the following sections:

Business Value of Cisco Services for Small and Midsize Business

Customers

Cisco Services Overview for Small and Midsize Customers

Selling Cisco Services for Small and Midsize Business Customers

Cisco Confidential

Business Value of
Cisco Services for
Small and Midsize
Business Customers

More Demanding Environment for Business

Networks Are
Essential
Technology is no longer
optional for most
customers, their daily
work depends on it

Internet of
Everything
Connecting people,
machines, and processes
dramatically increases
the importance and value
of the network

Market Velocity
and Volatility
New competitors, new
business models, and
accelerated business
processes

Financial
Pressures
Owners and investors seek
sustainable growth while
keeping costs in check
Cisco Confidential

More Demanding Environment for IT:

Key Technology Disruptions

Mobility

AT&T mobile data has increased

20,000% in the last 5 years

Cloud and Virtualization

More than 25% of software likely purchased on

a hosted basis over the next 5 years

Video

Within three years, 80% - 90% of all consumer

internet traffic will be video

Today, 50% of all Cisco IT network traffic is

video

Cisco Confidential

More Demanding Environment for You

Your Concerns:

What You Can Do About It:

Driving Growth

Evolve your business, enter new

markets and add emerging
technologies

Addressing
Competitive Pressures

Drive innovation in your services

practice to build market differentiation

Increasing Profitability

Grow revenue, increase margins and

reduce costs

Cisco Confidential

10

The Services Opportunity

Typical

service gross margins are as

high as 25% , compared to product
margins as low as single digits

Services-led/supported

engagements
extend beyond the scope and reach of
product-led engagements

Typical Services
Gross Margin

18%25%

Services-led

engagements provide a
platform for a recurring revenue model

Providing

services can lead to

improved customer loyalty and greater
opportunities to sell total solutions

Source: National Association of Computer Consultant Businesses (NACCB) 2009 Operating Practices Report

Cisco Confidential

11

Reactive to Proactive Support Models

Reactive

Support Model

Similar to waiting for a car to break

down and then fixing it

Sudden breakdowns cause lost

opportunities and big bills

Proactive

Support Model

Similar to performing preventative

maintenance to avoid breakdowns

Proactive notification of problems

Avoid surprises and control costs

Focus on Cisco Smart Services

Cisco Confidential

12

Problems with Reactive Support Approach

Reactive

support has been around a

long time
When

someone notices a problem

they call for help

Problems

often reoccur since solutions

are often quick and narrowly focused

Leads

to fire-fighting approach which

waits for downtime and service
interruption before responding

Leads

to short term workarounds and

temporary solutions rather than rootcause identification and avoidance of

Cisco Confidential

13

Benefits of Proactive Service Approach

Customer

Benefits

More uptime

More predictable IT expenses

Fewer surprises

Higher employee productivity and

customer experiences

Partner

Benefits

High quality, loyal customer base

Predictable, recurring revenue

More predictable staffing and

scheduling

Cisco Confidential

14

Be Proactive with Cisco Smart Services

Smart Services are automated software capabilities, diagnostic data, Ciscos
knowledge base, and alerts and installed base information that work together to
help you be proactive in managing your customers networks

Automated Softwareenabled Capabilities

which collect
Diagnostic Data

which is analyzed
and compared to
Cisco Deep
Knowledge Base

to provide
Actionable Insight

Delivering Value to Customers

Cisco Confidential

15

Service agreements extend and expand the technical

support available with warranty
This timeline shows an example of the time and cost saved by having a service agreement on products, even while the
product is under warranty. Customers depend on the network to be up and running 24 x 7. Downtime is not an option.
Limited Lifetime Warranty
30 min
Mission-critical
network switch goes
down at
8.30 pm on Thursday
resulting in
system outage

Problem detected
by Customer
Contact Partner
support staff
Problem narrowed
to hardware issue

1 day

2 days

Service request
attended to by Cisco
support during
business hours next
business day

Identify hardware
issue
RMA created, faulty
product boxed &
shipped

3-4 days
Product received at
Cisco factory
Cisco ships
replacement product

5-10 days
Replacement part
received at customer
Issue resolved

Next Business Day Service Agreement

1 Hour
Problem detected by
system
and Service request
automatically
generated

Service request sent

with diagnostic
information attached
Customer informed
of problem and
hardware fault
confirmed
RMA created and
replacement product
shipped

1 Day

6 hours

Replacement part
received
Issue resolved

Calculating the value of service:

42 min
Estimate the improved employee productivity
and
customer experience due to increased network
availability during these 4-9 days, and compare
that to the price of the services for your solution.

Illustration depicts
Cisco Partners
providing first level
support to customer

Cisco Confidential

16

Cisco Services
Overview for Small
and Midsize
Customers

Two Distinct Service Families

Cisco Branded Services

Collaborative Services

Sold to the customer by Cisco or

partner, delivered by Cisco

Sold to the partner by Cisco

to enable the partner to deliver their own
brand of service to customers

Partner Value
Growth

Differentiation

Profitability
Cisco Confidential

18

Cisco SMB Service Portfolio

Cisco Delivers Services Offerings That Fit with
a Partner-Centric Model
SMARTnet
Service

Direct, anytime
access to
technical
resources

Small
Business
Support
Service

Focused on
support for
small business
products

Cisco Branded Services

Smart Care
Service

Collaborative
Professional
Services

Partner
Support
Service

Transform a
reactive
support model
into a proactive
managed
service offering

Expand
professional
services
practice and
build new
services

Focused on
larger partners
who have their
own Level 1
support
infrastructure

Collaborative Services
Cisco Confidential

19

Partner Service Business Models

Partner

service offerings depend

on their business focus, business
model and go-to-market strategy

Cisco

has a service program for

every partner business model

Choose

the model, or models, that

work for you:

Resell Business

Professional Services Practice

Support Services Practice

Managed Services Practice

Cisco Confidential

20

Resell Business
YOUR SALES TEAM
AND/OR WEBSITE

CISCO SERVICES
DELIVERY

Small Business Support

Service
SMARTnet
You Sell, Cisco Delivers
Cisco Confidential

21

Professional Services Practice

YOUR TALENT AND
EXPERTISE

CISCO EXPERTISE
ON DEMAND

Collaborative Professional Services

You sell, you deliver, back by Cisco Smart Capabilities
Cisco Confidential

22

Support Services Practice

YOUR TECHNICAL
AND SERVICE RESOURCES

CISCO TECHNICAL
ASSISTANCE

Smart Care
Partner Support Service
You sell, you deliver, backed by Cisco
Cisco Confidential

23

Managed Services Practice

Smart Care
Partner Support Service
You sell, you deliver, backed by Cisco
Cisco Confidential

24

Selling Cisco
Services for Small
and Midsize
Business Customers

Introduce Services at the Start of the Sales Cycle

Must knows of selling services
Why should
customers buy
services?

What are the

features and
benefits of
these
services?

How can I
overcome
common
objections?

Cisco Confidential

26

Cisco Branded Services

Cisco

Branded Services

SMARTnet

Small Business Support Service

Cisco Confidential

27

Technical Support for Enterprise Products

SMARTnet
Delivers rapid issue resolution,
flexible device-by-device
coverage, and premium
service options to help
maximize operational
efficiency of Cisco IOS devices

Benefits
Experience greater network functionality and

availability through access to the latest software

versions
Reduce incident resolution time through access to

Cisco experts for rapid problem resolution

Improve operational efficiency via fast resolution
Cisco Confidential

28

Cisco SMARTnet Key Features

Cisco SMARTnet

24x7 global access to Cisco Technical

Assistance Center (TAC)

Access to the extensive Cisco.com

knowledgebase and tools

Next-business-day advance hardware

replacement

2-hour, 4-hour, return to factory

replacement and on-site installation
also available

Operating system software updates

Not available for Cisco Small Business

products

Cisco Confidential

29

Technical Support for Small Business Products

Small
Business
Support
Service
The Small Business Support
Service is a 3-year, devicelevel Cisco Branded Service
that expands and enhances
the technical support that
provided under warranty with
Cisco Small Business products

Benefits
Higher customer employee productivity due to faster problem

resolution
No technical staff workload
Better experience for your customers customers through
higher network availability and performance
Protects network investment by providing software and
security updates
Lower costs through predictable support costs, fewer
surprises, and assistance whenever needed
Cisco Confidential

30

Cisco Small Business Support Service Key Features

Cisco Small Business
Support Service

3 Years peace-of-mind support

24x7 telephone support in English

Local business hours support for

other languages

Software updates

Next business day hardware

replacement

Small Business Support Community

Cisco Confidential

31

Cisco Collaborative Services

Cisco

Collaborative Services

Smart Care

Collaborative Professional Services

Partner Support Services

Cisco Confidential

32

Technical Support with Proactive Monitoring

Smart Care
A comprehensive service that
combines your expertise with
Ciscos to create managed
services for your customers.
Deliver comprehensive
network care through this
partner-led, proactive technical
support service

Benefits
Proactively manage and update assets more effectively

through network monitoring

Position new technologies by identifying potential issues using

actionable intelligence
Enhance support and reduce administrative burden through

network assessments
Increase customer loyalty by focusing resources on high-value

work with simplified support management

Cisco Confidential

33

Leverage Cisco Expertise

Collaborative
Professional
Services
Provides partners with access
to Cisco engineering expertise,
smart services innovation,
leading practices, and
proprietary methodologies
which partners combine with
their own services and
expertise

Benefits
Penetrate new and existing accounts through a

scalable smart service

Experience faster ramp to revenue through

the automation in smart capabilities

Minimize capital investments to grow your professional

services by leveraging Cisco intellectual capital

Cisco Confidential

34

Traditional Product Support with Smart Innovation

Partner
Support
Service
Provides partners with access
to Cisco traditional support,
smart capabilities, and
intellectual capital that can
then be combined with their
own resources and unique
capabilities - Partner eligibility
requirements apply

Benefits
Partner

Access to Cisco Intellectual Capital for actionable insight

Flexible integration options

Cost-effective delivery of scalable solutions

Customer

Access to the added value and expertise of the partner

Proactive support for complex networks

Cisco Confidential

35

Cisco Services Comparison

Target End-Customer

Notes

SMARTnet

Any size business, any size network

Network is mission critical
Wants rapid resolution, flexibility

Fast and simple hardware replacements: 2-hour, 4hour, NBD and Return for repair (RFR)
Support from Technical Assistance Center (TAC)

Small Business
Support Service

Any customer using Cisco Small Business Products

(usually less than 100 employees)

24x7 English phone support, Business hours support

in other languages
NBD Product Replacement
Support from Small Business Support Center
(SBSC)

Smart Care

Suitable for all customers

Wants proactive monitoring
Incorporates Cisco Smart Service capabilities

Proactive monitoring
Other options same as SMARTnet

Collaborative
Professional Services

Sold and delivered by partners to midsize businesses

(100 to 1000 employees) but suitable for all sizes.

Consulting services available in these categories:

Assessments, Guidance, Deployment, Monitoring
and Knowledge

Partner Support
Service

Any size business, any size network

Incorporates Cisco Smart Service capabilities

Combines Ciscos traditional support with new smart

services that include installed base management,
alert reporting and device diagnostics

Cisco Confidential

36

Cisco Branded Service Comparison

Service Feature
Buying the
Service

Buy service from

Mapped to Cisco Product Line

Cisco Small Business Support

Service

Cisco or Reseller
Traditional Cisco (IOS operating
system)
1 year

Reseller
For Small Business product only

Customers Served

IT & Service Provider Networking

Professionals

Small Business owners, service

providers and IT partners

Support Phone Number

Cisco TAC

Cisco Small Business Support Center

(SBSC)

Service Availability

24x7

24x7 available (English), other

languages business hrs

Workflow focus
Onsite Support
OS Updates and Upgrades

Web case centric

Optional
Yes

Phone centric
No
Yes

Hardware Replacement Options (where

available)

Next business day

4 hour
2 hour
Onsite options

Next business day

4 hour (SB Rapid Response Service)

Minimum Contract Term

Using the
Service

Cisco SMARTnet

3 years

Cisco Confidential

37

Introduce Services at the Start of the Sales Cycle

Must knows of selling services
Why should
customers buy
services?

What are the

features and
benefits of
these
services?

How can I
overcome
common
objections?

Cisco Confidential

38

Overcoming Objections Enhance Value

I already have a
warranty so I
dont need a
service plan

Cisco Small Business Support

Service and SMARTnet are much
more than a warranty
A product warranty protects only
against manufacturing defects
Service plans protect you against
issues outside the scope of the
warranty

Small Business Support Service and

SMARTnet help customers avoid:

Lost bookings/revenue

Lost customers (future sales lost

because they won't come back)

Lost reputation

For IT staff, lost personal credibility

with CEO or business leader

Cisco Confidential

39

Overcoming Objections Control Costs

Without a Cisco technical services
agreement, customers:

Support plans are

expensive, our
budgets are tight,
and I cannot
afford it

May face significant business

risks due to delayed time to
resolution when the network or
mission-critical devices fail
May have to pay per-incident
fees for Cisco Support that can
be more than the service
agreement
May have to wait longer for
replacement parts

Cisco technical support helps

customers avoid:

Lost employee productivity

Additional IT staff resource to fix

problems

Lost orders/customers

Cost of damaged reputation customers who won't come back,

tell their friends

Cost of employee frustration

-because they cannot do their job

For IT staff, lost credibility in the

eyes of management

Cisco Confidential

40

Overcoming Objections Improve Productivity

My company
already has
people who can
support our
network

Smart Services will help you

move to a proactive support
model, freeing up your people to
work on your business goals

Cisco Support Services offer:

Cisco engineers with the time and

resources to quickly address
customer issues

Managing spare parts is not

something that most customers,
or even partners, can do as
quickly and cost-effectively as
Cisco

Cisco engineers that are available

24x7, 365 days of the year

Cisco engineers that have access

to more information on Cisco
products than anyone else in the
world

Product replacement and software

upgrades in addition to Cisco
engineers

Cisco in-house experts are

extensively trained and have
access to the worlds best
support library for Cisco products

Cisco Confidential

41

Partner Benefits of Selling Cisco Services

Average gross margin of
a full-service provider is
up to 25%

Gain more
opportunities by
partnering with the
market leader

Extend customer
loyalty and affinity
to your brand

Develop a
recurring revenue
model

Leverage the Cisco Brand and Increase Your Profits

Cisco Confidential

42

Partner Benefits of Selling Cisco Services

Average gross margin of
a full-service provider
is a
Move to
up to 25%
proactive

Gain more
opportunities by
partnering with the
leader
services model market
with

Smart ServicesDevelop a
Extend customer
loyalty and affinity
recurring revenue
to your brand
model
Leverage the Cisco Brand and Increase Your Profits
Cisco Confidential

43

Additional Information

Partner Sell Services Portal

Cisco Services Accelerate Program

WWW.cisco.com/go/sellservices

www.cisco.com/go/accelerate

Positioning Service over Warranty

Services Accelerate Module

Cisco Confidential

44

Summary

Module Summary

Cisco services help address customer business and IT challenges and present
partners with a viable business model for improved profitability

Cisco Collaborative Services enables partners to deliver their own brand of

service to customers

Cisco Branded Services are sold to the customer by the partner and delivered by
Cisco

Cisco Smart Services enable a proactive rather than a reactive services

approach and open the door to a wide range of new support opportunities

Partners must understand the Cisco services value proposition, successfully

address customer objections, and help customers understand how services can
have a direct impact on their own business
Cisco Confidential

46

Review: Cisco Service Families

Which of the following is a service that the partner sells and Cisco delivers
to the end customer? (choose one)

A) Collaborative Services
B) Partner Branded Services
C) Cisco Branded Services
D) Collaboration Services
E) Support Services

Cisco Confidential

47

Review: Cisco Service Families

Which of the following is a service that the partner sells and Cisco
delivers to the end customer? (choose one)

C) Cisco Branded Services

Cisco Confidential

48

Review: Cisco Small Business Support

Which of the following is a feature of Cisco Small Business Support
Service? (choose one)

A) 2-hour, or 4-hour replacement service

B) Onsite engineering support
C) Next business day replacement service
D) Return to replace service

Cisco Confidential

49

Review: Cisco Small Business Support

Which of the following is a feature of Cisco Small Business Support
Service? (choose one)

C) Next business day replacement service

Cisco Confidential

50

Cisco Confidential

51

Cisco Tools for

Partner System
Engineers
Cisco Confidential

52

Module Objectives
Upon completion of this module, you will be able to:
Identify

the appropriate Cisco tools and resources to use in the sales

process

Cisco Confidential

53

Module Outline
The learning objectives will be covered in the following sections:

Cisco Partner Plan Tools

Cisco Partner Manage Tools

Cisco Confidential

54

Cisco Partner
Plan Tools

Plan and Manage Tools for Partner Engineers

Cisco

provides a wealth of
tools for Partner Engineers to
support their pre-sales and
post-sales responsibilities

Plan

tools help partner

engineers prepare to sell
Cisco solutions

Manage

tools help partners

manage post-sales issues as
well as their own skill set and
relationship with Cisco

Plan Tools
Cisco Product Quick
Reference Guide
Product Launch and EoS
Warranty & Service Finder
Competitive Portal
Installed Base Lifecycle
Management
Cisco Discovery Service
Cisco FindIt
Netformx Discovery
Cisco dCloud
Cisco Validated Designs
Competitive Portal
Cisco Commerce
Workspace
Quick Pricing Tool

Manage Tools
Partner Central
Partner Helpline
Partner Education
Connection
Cisco Events
Technical Assistance
Center
Partner Support
Community

Cisco Confidential

56

Partner Plan Tools

Cisco offers resources to support all
phases of your sales process

Product
Information

Demand
Generation

Design

Quoting

Here are some of the planning tools at your disposal

Cisco Confidential

57

Partner Plan Tools

Quick Product Reference Guide

Product
overviews,
technical data
and ordering
information

Cisco Confidential

58

Partner Plan Tools

Quick Product Reference Guide

Product
overviews,
technical data
and ordering
information

Quickly access product information

Select products using technical specs

Build a bill of materials using product SKUs

http://www.cisco.com/go/qrg
Cisco Confidential

59

Partner Plan Tools

Product Launch And EoS Bulletins

Current
information on
new product
announcements
and retirements

Cisco Confidential

60

Partner Plan Tools

Product Launch And EoS Bulletins

Current
information on
new product
announcements
and retirements

Quick access to product announcements

Be the first to move on new opportunities

Guide customers migration to new products

http://cisco.com/go/eol
http://www.cisco.com/en/US/products/product_launch_rss_feeds.html
Cisco Confidential

61

Partner Plan Tools

Warranty and Service Finder

Accurate
information on
current product
warranty and
service terms

Cisco Confidential

62

Partner Plan Tools

Warranty and Service Finder

Accurate
information on
current product
warranty and
service terms

Access warranty coverage and terms

Obtain details on available services

Provide accurate information to better guide the

product sales and customer decision process
http://cisco.com/go/warranty
http://www.cisco-servicefinder.com/
Cisco Confidential

63

Partner Plan Tools

Competitive Portal

Sales guidance
and technical
details to help
differentiate Cisco
solutions

Cisco Confidential

64

Partner Plan Tools

Competitive Portal

Sales guidance
and technical
details to help
differentiate Cisco
solutions

Searchable by architecture, technology, competitor or

key words

Competitive information to assist sales

Guidance on product positioning

http://cisco.com/go/competitive
Cisco Confidential

65

Partner Plan Tools

Installed Base Lifecycle Management

Leverage
installed base
data to drive
incremental sales

Cisco Confidential

66

Partner Plan Tools

Installed Base Lifecycle Management

Leverage
installed base
data to drive
incremental sales

Network assessments to discover needs

Better network planning and budgeting

Enhance service opportunities and improve customer

network stability

http://cisco.com/go/iblm
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67

Partner Plan Tools

Cisco Discovery Service

Advanced
analytics and
reporting on
Cisco equipment

Cisco Confidential

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Partner Plan Tools

Cisco Discovery Service

Advanced
analytics and
reporting on
Cisco equipment

Supplements network assessment tools

Provides reports on security alerts

Access product service contract status

Review product upgrade and migration

recommendations
http://cisco.com/go/discovery
Cisco Confidential

69

Partner Plan Tools

Cisco FindIt

Web browser
toolbar to
discover select
Cisco products
and display
information

Cisco Confidential

70

Partner Plan Tools

Cisco FindIt

Advanced
analytics and
reporting on
Cisco equipment

Displays device status, serial number, hardware or

software version, and IP address.

Automatic discovery and information display for select

Cisco products

Button to launch Cisco network applications

Direct access to the Small Business Support Center

Support for Microsoft Internet Explorer and Mozilla

Firefox browsers
http://cisco.com/go/findit
Cisco Confidential

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Partner Plan Tools

Netformx Discovery

3rd party tool to

automate the
partner
opportunity to
proposal process

Cisco Confidential

72

Partner Plan Tools

Netformx Discovery

Advanced
analytics and
reporting on
Cisco equipment

Automates design, configuration and validation of

customer networks

Automatically identify, inventory and document the

network

Supports collaboration between sales and engineering

Integrates with Cisco Commerce Workspace and

Cisco Discovery Service
http://www.netformx.com/cp
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Partner Plan Tools

Cisco dCloud

Next generation
platform for
customer
demonstrations
and proof of
concept

Cisco Confidential

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Partner Plan Tools

Cisco dCloud

Advanced
analytics and
reporting on
Cisco equipment

Scripted demonstrations that can be used as part of a

customer sales process

Fully customized pilots with admin-level access

Can connect to dCloud from a single PC or establish

a site to site VPN for full connectivity

Save your demonstration status and return to it any

time to continue where you left off
http://dcloud.cisco.com
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Partner Plan Tools

Cisco Validated Designs

Cisco Validated
Designs
Best in class
network designs
to jumpstart your
design phase

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Partner Plan Tools

Cisco Validated Designs

Best in class
network designs
to jumpstart your
design phase

Pre-tested designs from Cisco

Meet specific customer needs quickly

Provide a foundation for future growth

http://cisco.com/go/cvd
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Partner Plan Tools

Cisco Commerce Workspace

Quote and order

customer product
using deals and
quick quotes

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Partner Plan Tools

Cisco Commerce Workspace

Quote and order

customer product
using deals and
quick quotes

Quickly create customer quotes

Attach promotions to deals

Register deals and submit for qualification

Track deal status

http://cisco.com/go/ccw
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Partner Plan Tools

Quick Pricing Tool

PC-based tool
that simplifies
Small/Midsize
quote building

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Partner Plan Tools

Quick Pricing Tool

PC-based tool
that simplifies
Small/Midsize
quote building

Complements Cisco Commerce Workspace

Better serve customers

Enter new markets

Enhance productivity

http://cisco.com/go/qpt
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Cisco Partner
Manage Tools

Manage Resources
Cisco offers partner enablement resources that
increase productivity and profitability

Partner
Central

Partner
Helpline

Partner
Education
Connection

Cisco
Events

Technical
Assistance
Center

Partner
Support
Community

Here are some of the manage resources at your disposal

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83

Manage Resources
Partner Central

Main portal through

which partners
access resources
and tools

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Manage Resources
Partner Central

Main portal through

which partners
access resources
and tools

Comprehensive partner-only website

Resources to establish partner relationship as well as

sell and market Cisco products and solutions

Region-specific resources and links to country specific

promotions and tools

http://www.cisco.com/web/partners/index.html
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85

Manage Resources
Partner Helpline

A comprehensive
portal for partner
support from presales to post-sales

Cisco Confidential

86

Manage Resources
Partner Helpline

A comprehensive
portal for partner
support from presales to post-sales

Comprehensive set of links and phone numbers for:

Product and solutions
Pricing and ordering
Services
Sales Tools
Post-sales
Help on using partner enablement tools
Links to opening partner support case

http://www.cisco.com/web/partners/tools/helponline/index.html
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Manage Resources
Partner Education Connection

Free online training

resources for
partners

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Manage Resources
Partner Education Connection

Free online training

resources for
partners

Comprehensive range of topics online

Training for specialization, certification and greater

understanding

Education helps partners gain a competitive

advantage and improve sales

http://cisco.com/go/pec
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Manage Resources
Cisco Events

Locate, register for,

and attend partner
training and
enablement events

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90

Manage Resources
Cisco Events

Learn, share, and

collaborate with
other partners and
Cisco experts

Register for online and in-person events

Events organized by region, architecture, technology,

target audience, city and other factors

Long running series like Tech Talk and Voice of the

Engineer provide a wealth of engineering-specific
information on Cisco products

Opportunities for hands-on training via Cisco GOLD Labs

http://cisco.com/go/events
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Manage Resources
Technical Assistance Center

Open, view, and

manage technical
support cases with
Cisco TAC

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Manage Resources
Technical Assistance Center

Learn, share, and

collaborate with
other partners and
Cisco experts

Partners and/or customers must have a valid service

contract registered to their account to open a case

Tool allows problem description and details and will route

the issue for fastest resolution

For urgent issues it is best to call TAC directly to open a

case and then to use the tool to provide additional details

Partners can monitor open cases and follow resolution

updates

cisco.com/go/tac
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Manage Resources
Partner Support Community

Engage, collaborate,
create and share
problems and
solutions with other
Cisco technology
experts

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Manage Resources
Partner Support Community

Learn, share, and

collaborate with
other partners and
Cisco experts

Ask or answer questions on technical matters

Participate in community discussions

Download documents and access resources for

engineers and technical professionals

Participate in live expert events

Free and open to everyone with cisco.com id

http://supportforums.cisco.com
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Summary

Module Summary

Cisco provides partner tools for engineers that help with both their presales and post-sales responsibilities

Plan tools help partner engineers prepare to sell Cisco solutions

Plan tools include resources like the Cisco Competitive Portal and
Installed Base Lifecycle Management

Manage tools help partners manage post-sales issues as well as their

own skill set and relationship with Cisco

Manage tools include resources like the Technical Assistance Center

and Partner Education Connection

Cisco Confidential

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Review: Cisco Support

What Cisco tool allows partners to submit online requests to Cisco
engineers for support? (choose one)

A) Partner Helpline
B) Partner Support Community
C) Technical Assistance Center
D) Partner Online Access

Cisco Confidential

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Review: Cisco Support

What Cisco tool allows partners to submit online requests to Cisco
engineers for support? (choose one)

C) Technical Assistance Center

Cisco Confidential

99

Review: Offline Customer Quoting

Which Cisco partner tool allows the creation of customer quotes even when
offline? (choose one)

A) Cisco Commerce Workspace

B) Quick Pricing Tool
C) Steps to Success
D) Accelerated Sales Tool

Cisco Confidential

100

Review: Offline Customer Quoting

Which Cisco partner tool allows the creation of customer quotes even when
offline? (choose one)

B) Quick Pricing Tool

Cisco Confidential

101

Review: Driving Opportunities

Which Cisco tool leverages installed base data to drive incremental sales
opportunities? (choose one)

A) Installed Base Lifecycle Management

B) Cisco Discovery Service
C) Steps to Success
D) Cisco Competitive Portal

Cisco Confidential

102

Review: Driving Opportunities

Which Cisco tool leverages installed base data to drive incremental sales
opportunities? (choose one)

A) Installed Base Lifecycle Management

Cisco Confidential

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Cisco Confidential

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Course Summary

Summary

Cisco services address customer business and IT challenges and

present partners with a viable business model for improved profitability

Partners must understand the Cisco services value proposition,

successfully address customer objections, and help customers
understand how services can have a direct impact on their own business

Cisco provides partner tools for engineers that help with both their presales and post-sales responsibilities

Plan tools help partner engineers prepare to sell Cisco solutions

Manage tools help partners manage post-sales issues as well as their

own skill set and relationship with Cisco
Cisco Confidential

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Cisco Confidential

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