Use Cases for Cisco.com Compatibility Matrix

Step 1: Login

• Log In to Supported Compatibility Matrix Page
• Cisco In Product Support logo and chat widget logo will be visible along with the relevant information and features allowing you to interact with the detected products and the functionalities offered by Cisco In Product Support and chat widget for the product.

• Once logged in to the product, the embedded Cisco In Product Support will take a short while to identify and load the relevant functionalities offered on the product.

• Click on the Cisco In Product Support logo, the popup window will reflect an array of services offered by Cisco In Product Support that are now fully accessible on the product. At this point, the features on the supported product can be utilized.

Step 2: Using the Features

A. Opening a Cisco Support Case

• Open Cisco In Product Support: Click on the Cisco In Product Support icon located in the product’s interface.

• Select 'Open Support Case': In Cisco In Product Support interface, choose the option to open a new support case, which will guide you through the necessary steps.

• Record Issue: Optionally, use the screen recording feature to capture and explain your issue visually and verbally, which can be extremely helpful for the support team (detailed instructions in Step B).

• Submit Case: Fill in the required details, such as the issue description and relevant information, and submit your support case through Cisco In Product Support interface.

B. Recording Your Screen

• Start Recording: Click on Cisco In Product Support icon in the Chrome toolbar and select the "Record Screen" option to initiate the screen recording process.

• Begin Recording: Follow the on-screen instructions to start the screen recording, capturing all relevant actions and information.

• Choose Recording Area: You will be prompted to select whether you want to record a specific Chrome tab, the entire browser window, or your entire desktop screen.

• Microphone Permission: Optionally, allow Cisco In Product Support to access your microphone to provide an audio explanation of your issue, enhancing the clarity of your recording.

• Add Screenshots: During the recording, you can double-click any screen to add a screenshot, which will be included in the support case along with the video recording.

• Stop Recording: To stop the recording, click the "Stop" option in the floating bar at the bottom of the screen or click on Cisco In Product Support icon and select the stop recording button.

• Upload Recording: Once the recording is stopped, you will have the option to upload the video to an existing case by entering the nine-digit Cisco Support Case number or open a new case.

• Download Recording: Additionally, you can locally download the recorded video and screenshots as a zipped file.

C. Uploading Local Files to a Case

• To upload a file, click ‘Upload Local File'.

• On the modal that pops up click ' Choose file’ and browse through your local files to upload the preferred file.

• Select and enter an existing Cisco Support Case number or open a new case to upload your file to.

Note: Allowed file Cisco In Product Support include jpg, png, mp4 and zip files. If .pkg files and .exe local files are uploaded, the pop-up will prompt an error message.

• Case Number Search: Conveniently, you can also enter case number to search from a list of existing cases.
• After clicking ‘Upload’, please allow a moment for your file to be added to the case
• You will receive a confirmation prompt once your file has been successfully uploaded. Additionally, you have the option to cancel the upload while it is in progress.

TAC Point of Presence Widget (Guided Workflow)

• Digital Self-Guided Support: An in-app widget (TAC Point of Presence) enables you to obtain digital self-guided support. By analyzing the content on the current page or generating additional context through user queries and responses, the Cisco In Product Support can:
  • Proactively offer alerts.
  • Identify vulnerabilities.
  • Suggest relevant articles related to your current configuration efforts.

Example Usage

• Compatibility Matrix Page: Upon navigating to the Compatibility Matrix page, the widget automatically loads after login and provides self-guided support, such as:
  • Identifying potential access point issues.
  • Assisting in validating the compatibility of your access points.
  • Detecting the content on the viewed page and recommending further steps for validating WLC/AP model compatibility after users select the desired WLC/AP models.

Summary

This documentation aims to provide a clear guide on the extensive use cases offered by the Cisco In Product Support embedded widget and how to effectively utilize the functionalities offered with Cisco.com Compatibility Matrix, streamlining the support process and enhancing user experience.