PROBLEM RECEIPTS TOOL USER GUIDE

WWRL Returns Support Team

PART User Guide

PROACTIVE ASSET RECOVERY TOOL USER GUIDE2LOGGING ON

3GETTING STARTED

4TAB DEFINITIONS

4ASSIGNMENT RULES

4ACTIVATING AN AGENT

5ASSIGNING A CUSTOMER GROUP

8CREATING PRIORITY RULES

9MODIFYING EXISTING PRIORITY RULES

11CREATING A NEW PRIORITY RULE

17RE-ASSIGNING QUEUES OR RMAs

20MANAGING YOUR QUEUES

20DEFINING THE QUEUE VIEWS

21ADMINSTRATOR v. AGENT VIEW

22INTERPRETING THE COLUMNS

23UNDERSTANDING ACTIVITY STATUSES

25DOWNLOADING REPORTS

27ADDING NOTES TO AN RMA

28SEARCHING AN RMA

29LOOKING UP POWR REQUESTS

30ADDING CUSTOMER CONTACTS

34ADDITIONAL TOOL INFORMATION

34SORTING DATA

34MARKING an RMA for FOLLOW UP

34EXTENDED CREDIT AMOUNTS

LOGGING ONTo log in to the Proactive Asset Recovery Tool, click the below link, enter your CEC username and password on click Submit:

If you do not have an EMCO account, please request one via OnRamp.

1) Login to the URL https://tools.cisco.com/emco/am/userRegistration.do.2) Click on Employee Or Onsite Consultant.3) Enter CEC Userid and CEC Password and click on Submit.GETTING STARTEDAdministrator View

Agent View

TAB DEFINITIONSAssignment Rules The administrator will utilize this tab to assign customers/customer groupings to an agentPriority Rules The administrator will utilize this tab to define the business priorities relative to the backlog. RMAs will be prioritized for the agents, based on different rules and criteria.

Admin Dashboard Anyone with Administrator access will utilize this tab to view all agent and customer queues, all the way down to RMA line level view.Agent Dashboard - Anyone with Agent access will utilize this tab to view all of their customer queues, all the way down to RMA line level view.

RMA Quick Search This tab can be used to search for an RMA. The search criteria include RMA number, CTMP quote number, SO, PO and contact email.

RMA Reassignment Administrators will use this tab to reassign individual RMAs or entire customer groupings to another agent.

POWR Pickup All relevant POWR information can be viewed on this tab. The agent or administrator simply needs the RMA number in question.

Customer Contact Anyone with access to the tool can create a customer contact for a specific partner/customer using this tab.

ASSIGNMENT RULES

The Assignment rules tab can only be accessed by someone with Administrator level access. Adminstrators will access this tab to create customer/customer grouping assignments to individual agents. In order to assign a customer grouping to an agent, the agent must be active within the tool. To activate an agent, follow the steps below.

ACTIVATING AN AGENT1. Click on Tab

2. Select the relevant agent

3. Enter Start Date and End Date for an agent, if an agents id does not exist in the database then it will display an error message first time, start date/end date needs to be saved first time only4. Select specific theatre to which this agent will be assigned

5. Click Save

ASSIGNING A CUSTOMER GROUP

Once an agent is activated, you can now assign a customer grouping (or groupings) to that agent. To do this, follow the steps outlined next:

1. Select the relevant agent

2. Select the appropriate theatre

3. Click Search

4. Click Add Row

5. Check the box next to the row just added this is not required for saving the data, its required only for deleting the rows by selecting few rows using check box.6. Assignment type should be customer grouping

7. Operator should be =

8. Click on the Value button (circled on the screen shot below) to get the list of customer grups

This will populate the list of customer groups (with their respective theatres) in a drop down list. Select the appropriate customer group, then click Update.

9. Enter the start date for the assignment. NOTE: There is no need to enter an end date if you choose not to.10. Enter as many rows as you want.11. Click on save to save all rules for particular agent.

CREATING PRIORITY RULES

The tool allows for the prioritization of RMAs based on criteria entered in this tab. The prioritization of the RMAs will allow the agents to focus on the most critical RMAs in the backlog.The Administrator will have the ability to create new priority rules or to modify already existing priority rules.

MODIFYING EXISTING PRIORITY RULES Click the Search button and you will see a drop down list with all existing rules.

Select the rule you want to modify and the relevant theatre.

Click Load Rule.

At this point you can modify the rule by changing the criteria, the operator, the criteria value or the priority.

CREATING A NEW PRIORITY RULEClick Add New.

Assign a name to the new rule.

Enter both a start and end date for the new priority rule.

Select the RMA type(s) to which this rule will apply.

Select the Theatre to which this rule will apply.

Click Load Rule.

NOTE: Although you may want 1 rule to apply across all theatres, you will have to create 3 distinct priority rules. This is based on the functionality of the tool. As such, it is necessary to identify the theater in the priority rule name. For example, if you are creating a TAP rule for North America, you will need a differentiator from the TAP rule for APAC. This can be accomplished by utilizing a convention of TAP NAM, TAP APAC, etc.

After clicking Load Rule, you will find yourself at the Rule Criteria.

To define the rule criteria:

Click Add Row.

Click the check box to the left of Criteria.

Click the drop down box to select the appropriate criteria.

Select the desired operator.

Determine the criteria value.

Establish the appropriate priority value.

Click Save.

NOTE: If the criteria value requires a selection from a drop down menu or value box, it will be necessary to click Update prior to clicking Save

**If the priority rule you are attempting to add already exists in the tool, you will receive an error message in the upper left corner of the page.RE-ASSIGNING QUEUES OR RMAs

The tool offers the ability to re-assign entire customer groupings (also know as queues) or individual RMAs from one agent to another. It is important to note that any re-assignment made out of the theatre ALL queue to a specific agent will result in the creation of a MISC queue for the agent. The queue will not have the customers name as the queue name.

Also if you re-assign few selected RMAs from one queue to any other agent then also it will be assigned to MISC queue for that agent. But if you assign the whole queue to any other agent then the queue name will remain same.It is also important to note that re-assigning via this method does not override the weekly, systemic load of data. That functionality must be managed via the Assignment Rules tab. This should be done immediately upon the reassignment otherwise 2 agents would have the same queue.

To re-assign a queue or a group of RMAs from a queue from one agent to another, you can utilize the Queue Name drop down list OR the Agent Name drop down list.If have a specific RMA number you would like to re-assign, you can enter that directly in to the RMA # field.

If choosing from the queue or agent drop down menu, click Search Queue. If entering a specific RMA, click the Search RMA button.

If moving all queues assigned to one agent, you can simply check the box in the Blue Header (next to Queue Name), and select the appropriate agent from the Assign To agent list. This will allow the tool to cascade the agent down the entire list.

You may also select individual queues and re-assign to different agents at one time.

Click Save to commit the transaction. NOTE: If you fail to check the box next to the relevant queue name, the re-assignment will not save (you will see a message asking you to select the record to save).

MANAGING YOUR QUEUES

Managing our customers backlog of open RMAs is the sole purpose of the Proactive Asset Recovery Tool. In order to facilitate the management of RMAs, the RMA information is broken down into different customer queues referred to as Customer Groupings.

The queue functionality of the tool allows an agent to:

Apply a status to a specific RMA

Apply a status to lines within a specific RMA

Run reports for customers relative to their open RMAs

Target a group of prioritized RMAs

View pickup requests associated with an RMA

Maintain an address book of contacts for a customer or RMA

Add or view notes related to a specific RMA

DEFINING THE QUEUE VIEWSCustomer Group Level View This view allows an agent or administrator to see the customer groupings at the highest level. For example, if AT&T in the US has several entities that are managed as one customer, the tool offers the functionality of rolling those entities into a single customer grouping. It is at this view you will see combined numbers for all of the entities.

NOTE: If you have a customer that is managed as an individual customer, it will still appear as a Customer Group at this level. This is by design of the tool. Customer Level View This view allows an agent or administrator to see each of the individual customers that make up the customer grouping. In this view, you are able to see the individual numbers of each customer. As noted above, if the customer grouping is actually only 1 customer, the numbers on this view will match the numbers at the customer grouping view.RMA Header View Depending on how you get here (via Customer Grouping or via Customer Level), this view offers a high level look at the RMA backlog for a specific customer, or customer grouping. Activity status at an RMA level can be updated here. NOTE: the header level status does not popluate down to the line level details of the RMA.RMA Line Level View This view allows the agent or adminstrator to see line level detail of a specific RMA (part number, quantities, line status, extended credit amounts, etc). Activity status at the line level can be updated here.ADMINSTRATOR v. AGENT VIEW

An administrator will have visibility to all customer groupings (queues) within the tool, irrespective of the agent. An agent will only have visibility to the customer groupings assigned to him/her.

To view a specific queue, an adminstrator can access that queue via the agents list of queues, or by choosing the specific queue name from the drop down list.

An agent can access the queue from his/her list or, also, by choosing the specific queue name from the drop down list.

INTERPRETING THE COLUMNS

Total RMAs this number represents the total number of open RMAs for a particular Customer Grouping or a specific customer (depending on the view level).

Priority RMAs this number represents the number of RMAs with a specific priority flag associated to it. This provides an agent a quick look at the RMAs he/she is being asked to target.New RMAs this column represents the number of new RMAs added to the customers backlog since the last data load.

NOTE: To understand the following columns, it is important to note that 0 equals the due date of an RMA.(-91)- RMAs in this column are more than 91 days from being due to Cisco.

(-90)-(-61) RMAs in this column are between 90 and 61 days from being due to Cisco.

(-60)-(-31) RMAs in this column are between 60 and 31 days from being due to Cisco.

(-30)-0 RMAs in this column are within 30 days of being due to Cisco.

1-30 RMAs in this column are between 1 and 30 days past due.

31-60 RMAs in this column are between 31 and 60 days past due.

61-90 RMAs in this column are between 61 and 90 days past due.

91 + - RMAs in this column are more than 90 days past due.Extended Credit Amount this column represents the cumulative open credit amount for a particular Customer Grouping or a specific customer (depending on the view level).NOTE: Because a new RMA may not yet have a due date, the number of RMAs in the Total RMA column may not equal the sum of all other columns.

An agent or Administrator can access the RMA Header Level view by clicking the appropriate hyperlink under the relevant column.

UNDERSTANDING ACTIVITY STATUSESNew The RMA is newly booked and will not be due for some time.

30 Days to Due Date The RMA is closer than 30 Days to going overdue.

Pending Customer Response The customer has been contacted at once but has not yet responded.

No Customer Response The customer has been contacted more than once and has not yet responded.

Customer Committed to Return The customer has promised to return the products by a certain date.

In Transit The customer states and, if possible, has provided information showing the product is in transit to an authorized returns location.

Request in Process SCFO agents are currently processing a request to change the RMA (e.g., due date extension).

Disputed Return The customer claims the product has been returned to a Cisco returns warehouse.

Substitute Products Process Initiated The customer is requesting a change to the RMA to reflect the actual product already returned or to be returned.

RMA/RMA Line Closed The RMA has been closed after the report was generated.

Customer Submitting PO for invoicing The customer will submit a purchase order to allow Cisco to invoice for the credit value of any non returned products.

Eligible for Invoicing The RMA has exceeded the returns due date and the customer is now eligible for being invoiced for the credit value of the non returned products.

DOWNLOADING REPORTS

The tool allows for the download of the following reports: RMA Header reports

RMA Header with Line details

RMA specific reports

Priority RMA reportsThese reports can be run for an entire customer grouping or for a specific customer.

To run a report from the Proactive AR tool, simply decide on the view level from which you want to download the data, then click the relevant Download button (i.e., Download Header Details or Download Line Details).

A file download box will appear with an option to Open or Save the file.

A Sample of the RMA Line level report:

ADDING NOTES TO AN RMA

Adding notes to an RMA or RMA line can be accomplised by simply clicking the View/Edit button under the Notes column. This is available at both the RMA Header view and RMA Line Level View.

You must also click Save at the RMA Header and Line Level views in order to save any changes made in the tool.

SEARCHING AN RMABoth Administrators and Agents can search for a specific RMA via the RMA Quick Search tab. RMAs can be searched using:RMA number

CTMP quote number

Sales order number

Purchase order number

Contact email

You must also select the RMA status you wish to search. The recommended status to search would be All.

LOOKING UP POWR REQUESTSInformation relating to POWR requests submitted via the POWR are uploaded into the Proactive Asset Recovery tool on a daily basis. As such, an agent has the ability to view POWR pickup request detail directly in the tool.

To do this, an agent can utilize the POWR Pickup tab or can click on the hyperlink via the RMA Header or RMA Line Level views.

Currently, POWR pickup data cannot be downloaded to Excel. However, an agent can either copy and paste the data into Excel or can access the POWR Admin tool to generate the same report.ADDING CUSTOMER CONTACTS

To allow proper account maintenance, the tool has a built in address book functionality. Customer contacts can be added to both a Customer sold to ID number and a specific customer RMA.To add a contact from the RMA Header level or RMA Line level, simply click on the hyperlink in the Contact Person column. This will generate a pop up window.

If done from the RMA Header or Line level views, there is no need to search the customer number. At this point, you can either associate an existing contact for that customer, to the RMA, or you can create a new contact.

To associate an existing contact, simply select the name and click the Apply to RMA button.

You must also click Save at the RMA Header and Line Level views in order to save any changes made in the tool.

To add a contact from the Customer Contact tab, you can utilize the customer number or customer name to find the appropriate partner.

There is a wildcard function built into the search capabilities of the tool. For example, if you are looking for a specific IBM entity, you can simpy enter IBM into the customer name field and click Search.This will bring up a drop down list with all customer entities containing IBM in the customer name. Simply select the desired customer and proceed.

To add a contact:Click Add New

Enter all mandatory information (anything with an * by it)

Click Save

To modify an existing contact:

Simply override existing information

Click Save

ADDITIONAL TOOL INFORMATIONSORTING DATA

The tool provides an agent the ability to sort various columns in ascending or descending order. This sort function is available in the following views:RMA Header View

RMA Line Level View

POWR Pickup

To sort a column, place your cursor over the desired column and look for the up or down arrow. If one does not appear, that column cannot be sorted.

MARKING an RMA for FOLLOW UPTo enhance the agents ability to manage his/her customers RMAs, the tool provides a follow up feature. If follow up is needed on a specific RMA (or series of RMAs), the agent can simply populate a Y in the text box (under Follow Up Required column).EXTENDED CREDIT AMOUNTSThe extended credit dollar amounts will zero out when the RMA line is closed.Cisco Systems, Inc.

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