Use Cases for Web Help Portal

TAC Point of Presence Widget (Guided Workflow)

Digital Self-Guided Support

The 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

Web Help Portal: Upon navigating to the Cisco.com Web Help Portal inquiry page, a support widget automatically loads after selecting certain options. This widget provides self-guided support to help resolve common technical issues with step-by-step instructions, empowering users to implement solutions independently.

Usage 1: Account and Password Issues

Navigation Path: Home > Inquiry

Action: In the Category dropdown, select 'Cisco.com Profile/ Account and Password Issues'

Outcome: The self-guided support workflow suggests steps to resolve common issues related to account and password problems, accelerating the solution process.

Usage 2: Contracts and Contract Associations

Navigation Path: Home > Inquiry

Action:

• In the Category dropdown, select 'Contracts and Contract Associations'
• Then select the sub-category 'Add Contract to my profile'

Outcome: The guided workflow auto-loads once the issue is selected and offers further steps for self-service or directs users to appropriate support channels for their issue.

Cisco In Product Support for the Web Help Portal 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.