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Support Home Page
Use Cases

Use Cases for Cisco.com Support Home Page

The use cases directly enabled on the Support Home Page UI facilitate the uploading of diagnostic data directly to your TAC Support Request (Cisco Support Case) and offers self-guided support within the portal.

Step 1: Login

  • Log-in to the Cisco.com Support Home Page.
  • On the page, The Cisco In Product Support chat widget logo will be displayed alongside relevant information. Utilize the Screen Record, Upload File, and Open a Case options available in the TAC support section to access the features offered by the support assistant.
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  • Once logged in to the product, the embedded extension will take a short while to identify and load the relevant functionalities offered on the product.

Step 2: Access these features

  • Navigate to the Technical Assistance section and open the Contact TAC option. Various support options will be displayed. Expand Request Technical Support to access features provided by the extension, such as Record Screen, Upload File, and Open a Case.
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A. Recording Your Screen

  • Start Recording: Click on the Contact TAC > Request Technical Support and select the "Record Screen" option to initiate the screen recording process.
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  • Begin Recording: Follow the on-screen instructions to start the screen recording, capturing all relevant actions and information.
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  • 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.
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  • Microphone Permission: Optionally, allow the extension 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 the extension 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 service request number (Cisco Support Case number) or open a new case.

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  • Download Recording: Once the recording is stopped, you will have the option to locally download the recorded video and screenshots from the session in zipped format.
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B. Upload Local File to Case

  • Upload File: Click on the Contact TAC > Request Technical Support and select the "Upload File" option to upload a local file to case.
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  • 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.

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NOTE: Allowed file extensions 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.

C. Open a Cisco Support Case

  • Open a New Case: Select the Open a Case option to create a new Cisco Support case and provide the required details.
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Optional: Use the Screen Recording feature to visually and verbally explain your issue, or upload a local file to include additional diagnostic data to assist the support team.

  • Submit Case: Enter the necessary details, such as a description of the issue and any relevant information, then submit your support case.

TAC Point of Presence Widget

  • 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.

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Example Usage

Cisco.com Support Home Page: Upon login to the Support Home Page, the widget loads and offers you functionalities to streamline your session.

  • By analyzing the content on the current page or generating additional context through user queries and responses, the Cisco In Product Support helps you retrieve case, bug, or RMA details and connect with Cisco TAC for support. Additionally, you can access the latest case summary by providing the Cisco Support Case number.

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Summary

Cisco In Product Support for Cisco.com Support Home Page provides cohesive experience by seamlessly blending the product’s UI and Cisco In Product Support’s functionality. Embedded within the product page, this integration ensures that the support assistant’s functionalities enable users to access its features directly within the page’s UI without any friction.

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