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 This presentation provides a general overview of using the
Service Access Management Tool to manage Cisco service
access.
 Access to services can be managed by Bill to ID (Partner)
and/or Contract Number (End Customer).
 Access to Cisco Service Contract Center (CSCC) is not
managed by this tool. CSCC information can be found here:
http://www.cisco.com/web/partners/services/resources/cs
cc/index.html
 CSCC is used for service contract management, whereas the
Service Access Management Tool is used for service access
management (TAC/technical support and RMA/hardware
replacement).
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 Allows Partner/Customer
Administrators to proactively
manage which individuals can
obtain Cisco services*
* Many Cisco service contracts require a serial number to obtain support.
This tool is designed to ensure your engineers have the ability to open
service requests using the contracts managed by your company.
• The tool enables Partner/Customer Administrators to manage Cisco
service access by: Bill to ID (Partners), Contract Number (End
Customers), or both.
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Using Bill to ID
• Enables Administrator to identify
which Bill to IDs in Cisco.com
profiles can be utilized to obtain
Cisco services
• If the Bill to ID is enabled for support
access, the individual will be able to
use all the Contract Numbers under
that Bill to ID to obtain support
• When a new service Contract is
purchased under the enabled Bill to
ID in the individual’s profile, it is
automatically available to obtain
support
• Primary users: companies who are
providing the support for their
customers – end customers not
contacting Cisco directly
© 2013 Cisco and/or its affiliates. All rights reserved.
Using Contract Number
 Enables Administrators to place
Contract Numbers in Cisco.com
profiles so those individuals can
obtain Cisco services
 When a new service Contract is
purchased, it must be manually
added to Cisco.com profiles
 Primary users: companies who
are obtaining support directly
from Cisco and have less than
500 service Contracts
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Administrators can perform the following actions:
Add BID
Enable Access
Remove Access
Delete BID
Block BID
Unblock BID
Add Bill to IDs to Cisco.com profiles for access to certain
tools (order status, licensing, etc.) but individuals cannot
obtain Cisco services
Enable Bill to IDs for support access (individuals can obtain
Cisco services)
Remove support access for Bill to IDs (individuals cannot
obtain Cisco services)
Delete Bill to IDs from Cisco.com profiles
Block Bill to IDs in a Cisco.com profile (a specific individual
cannot have them added to his profile)
Unblock Bill to IDs in a Cisco.com profile (an unblocked
individual can now have the BIDs added to his Cisco.com
profile)
Lock BID
Lock Bill to IDs so that only an Administrator who manages
the Bill to IDs can add them to a Cisco.com profile
Unlock BID
Unlock Bill to IDs so that Cisco can add them to Cisco.com
profiles
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Automated emails are generated when the following
actions are completed:
Action
Recipient
Cisco adds an administered Bill to ID to a
Cisco.com profile
All Administrators of
that Bill to ID
A Bill to ID is added, deleted, blocked,
unblocked, locked or unlocked, or support
is enabled or removed using the tool
All Administrators of
that Bill to ID
Any action is taken on the individual’s
Cisco.com profile by an Administrator
© 2013 Cisco and/or its affiliates. All rights reserved.
Affected Individual
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Block
 Blocking a Bill to ID from an individual’s
Cisco.com profile prevents that Bill to ID from
being re-added to that specific individual’s
Cisco.com profile by an Administrator or Cisco
#
 This action might occur if someone leaves the
Administrator’s company or department and
repeatedly calls in for contract association /
support.
Lock
• Locking prevents a Bill to ID from being added by
Cisco to any Cisco.com profile (an Administrator
can still add the Bill to ID to an individual)
• This action might occur if the Partner/Customer
has a dedicated support team and only those
people should be allowed to obtain Cisco services
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Using Bill to ID: Manage by Number
Click on a link to
go tool.
to that
of
Number screen is what you will see when you first log into the
Thisarea
screen
the are
guide.
displays a list of all the BIDs that are in your Cisco.com profile and
able to
• If you are a SAMT Admin managing service access by BID, the Manage by
manage using the Service Access Management Tool.
• If you cannot see a BID you want to manage in SAMT, send an email to ic-
[email protected] with your Cisco.com ID, the BID(s). Ensure the word
"Profile" is in the subject or the response to your request will be delayed.
• BIDs are used by other Cisco applications, so only delete or block a BID from an
individual if you know it will not affect their access to other Cisco tools.
• Note: Block prevents a BID from being re-added to a specific individual.
Locking a BID prevents Cisco from adding that BID to any individual. Only a
Service Access Management Tool Administrator will be able to add a Locked
BID to Cisco.com profiles.
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The Manage by Number
screen allows you to:
 Enter a single Bill to
ID you administer
and select an Action.
 Or, choose a single
Bill to ID from a list
of all Bill to IDs that
you administer and
select an Action.
The Actions you can
select are:
 Add BID and Enable
support access
 Remove Support
Access
 Add BID
 Delete BID
 Block BID
 Unblock BID
© 2013 Cisco and/or its affiliates. All rights reserved.
Note: You cannot see a Bill to ID in the tool unless that number is in your
Cisco.com profile and you are set up to manage it.
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Using Bill to ID: Manage by Name
Click on a link to
• If you are a SAMT Admin managing service access bygo
Bill
ID,area
the of
toto
that
Manage by Name screen is what you will see when you click
on the
the guide.
"Manage by Name" tab. This screen displays all the individuals who
have at least one BID in their Cisco.com profile that is the same as a
BID in your Cisco.com profile. A BID can be in an individual's Cisco.com
profile and not be available to be used for support.
• BIDs are used by other Cisco applications, so only delete or block a BID
from an individual if you know it will not affect their access to other Cisco
tools.
• Note: Block prevents a BID from being re-added to a specific individual.
Locking a BID prevents Cisco from adding that BID to any individual.
Only a Service Access Management Tool Administrator will be able to
add a Locked BID to Cisco.com profiles.
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Using Bill to ID: Manage by Group
Click on a link to
• If you are a SAMT Admin managing service access bygo
BID,
the area
Manage
to that
of
by Group screen is what you will see if you click on the "Manage
by
the guide.
Group" tab. On this screen you can create a group of individuals and
add BIDs to all of them at the same time. You can also make
modifications to groups.
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The Manage by Group
screen allows you to:
Create a New Group
Or, choose an existing
group and select:
 Add individuals or Bill to
IDs to the group
 Add individuals or Bill to
IDs to the group and
enable support access
 Remove support access
from the group
 Delete individuals or Bill
to IDs from the group
 Rename the group
 Delete the group
 Share / Unshare group
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Using Bill to ID: Lock/Unlock Bill to IDs
Click on a link to
thatscreen
area of
screen is what you will see if you click on the "Lock/Unlock"go
tab.toThis
the are
guide.
displays a list of all the BIDs that are in your Cisco.com profile and
able to
• If you are a SAMT Admin managing service access by BID, the Lock/Unlock
manage using the Service Access Management Tool.
• Locking a BID prevents Cisco from adding that BID to any individual. Only a
Service Access Management Tool Administrator will be able to add the BID to
Cisco.com profiles. Note: Block prevents a BID from being re-added to a
specific individual.
• You can:
•
Lock all contracts under selected BID(s) irrespective of whether there are contract
level administrators or not OR
•
Lock only those contracts under selected BID(s) which do not have a contract level
administrator
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The Lock/Unlock
screen allows you to:
Enter one Bill to ID that you
Administer and select an
Action.
Or, choose one or many Bill
to IDs.
The Actions you can select
are:
 Lock Bill to ID(s)
 Unlock Bill to ID(s)
 Lock Collaborative
Contracts only
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Bill to ID: Administration
Click on a link to
• If you are a SAMT Admin managing service access bygo
BID,
the area of
to that
Administration screen is what you will see if you click on the
the guide.
"Administration" tab.
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The Administration
screen allows you to:
 Obtain Reports
 Open Profile Manager in
order for the Administrator
to perform/request updates
to his profile
 Inform Cisco about
individuals who have left the
company
 Inform Cisco about
individuals who are
obtaining support and may
not be authorized
 Register a new individual to
obtain a Cisco.com ID
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