Use Cases for Cisco XDR

Step 1: Log In

• Log in to XDR using your CEC ID.
• Once logged in, Cisco In‑Product Support features are available from the Help section of the XDR dashboard.
• Select the feature you want to use from the Help menu. You will be prompted to sign in to Cisco In‑Product Support. After successful authentication, you can access and interact with all available in‑product support functionalities.

After successful authentication, the embedded Cisco In Product Support will take a short while to identify and load the relevant functionalities offered on the product.

Step 2: Using In-Product Support Features

A. Onboarding Checklist

An Onboarding Checklist provides a guided, step‑by‑step experience that helps new users quickly understand and start using the product. It is designed to simplify first‑time usage, reduce learning effort, and accelerate time‑to‑value.

1. Click Open Onboarding Checklist, within the Help icon in XDR's header interface.
2. Follow the guided steps to complete your onboarding experience and mark each step as complete.
3. The checklist gives you a quick introduction to XDR and its key features, helping you become productive faster.

B. Opening a Cisco Support Case

1. Open Cisco In Product Support: Click on the Help icon located in XDR's header interface.
2. Select 'Open Support Case': In the Cisco In Product Support interface, choose the option to open a new support case, which will guide you through the necessary steps.

3. Submit Case: Fill in the required details, such as the case title, issue description, and upload diagnostics, and submit your support case through the Cisco In Product Support interface.

4. Complete Case Creation: After submission, follow the on‑screen instructions. You will be redirected to Support Case Manager, where you must complete all required details to successfully open the case.

C. Recording Your Screen

1. Start Recording: Click Record Screen, within the Help icon in XDR's header interface.
2. Begin Recording: Follow the on-screen instructions to start the screen recording, capturing all relevant actions and information.

3. Microphone Permission: Optionally, allow the In Product Support to access your microphone to provide an audio explanation of your issue, enhancing the clarity of your recording.
4. 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.

5. 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.

6. Stop Recording: To stop the recording, click the "Stop" option on your screen.
7. 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.

Click the Upload button and wait for the file to upload successfully. Closing the dialog before the upload completes will stop the process.

Once the file is uploaded, a successful upload message is displayed on the screen.

If you do not have permission to view or access case information, the upload will fail and an unsuccessful upload message will be shown.

D. Upload Local File to Case

• Upload File: Click 'Upload Files to Case' in the embed interface.

• Choose File: In the modal that pops up, click 'Choose file' and browse through your local files to upload the preferred file.
• Select Case: Enter an existing Cisco Support Case number or choose from the case dropdown. Otherwise, create a new case to upload your file.

• Case Number Search: Conveniently, you can also enter a case number to search from a list of existing cases.
• Upload Confirmation: After clicking 'Upload,' 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.

E. Open Case List

Viewing Created Cases

• View Case List: To see the details and status of your created cases, click 'Case List' in the Help menu.

• Cases Created: After the pop-up loads, view your cases with Support Request number, title, severity, last update, creation date, and status.

• Expand for More Details: Expand any case row to view additional information, such as the case owner and manager details. You'll also have the option to view your case in SCM.

Search and Filter

• Search: Use the search field to find a specific case by entering the complete Cisco Support Case number. Partial entries will only match items that are currently visible.

• Filter: Filter cases by their status such as Open, Draft, or Closed, to quickly sort and view only the cases relevant to your needs. Only cases matching the selected status will be shown.

More Actions

• Refresh List: Click the refresh button to update the case list and display the most recent changes or updates.
• Sort Cases: Organize your cases by sorting the table rows based on different columns, such as date created, severity, or status.
• Navigate Pages: Easily browse through multiple pages of cases using the pagination controls at the bottom of the list.

Cisco In‑Product Support in XDR provides a seamless, native experience to help users quickly onboard, troubleshoot issues, and manage Cisco support cases without leaving the product. Through the Help menu, users can access guided onboarding, open and track support cases, record screens, collect diagnostics, upload files, and view case details in one place.

By embedding these capabilities directly into XDR, Cisco simplifies support interactions, reduces time to resolution, and enables users to get help at the moment they need it. Making support more efficient, intuitive, and integrated into everyday workflows.