Tac Connect Bot

TAC Connect
Personal Assistant for Customers

and Partners
Cisco Customer Experience

September 2020
https://tacconnect.cisco.com
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public
Introduction
Accessing the Bot
Agenda
Conversations
Help, Commands & Feedback
© 2020 Cisco
Ciscoand/or its affiliates.
and/or All rights
its affiliates. reserved.
All rights Cisco Public
reserved. Cisco Public
What is TAC Connect Bot? Benefits
TAC Connect Bot offers customers and partners • Easy to access
a self-service experience for common case
• Easy to use
inquiries and basic transactions. It even has the
ability to connect customers with case owners • Seamlessly connect to an Engineer
and duty managers.
• No need to call 1-800
Ask a Question
Get a Response
Customers TAC
and Connect
© 2020 Cisco and/or its affiliates. All rights reserved. Cisco Public Partners Bot
TAC Connect Bot Features
Make Connections
Connect
Connect Crea te a
to
to Vi rtua l
Ca s e Owner/
Ma na ger Spa ce
Engi neer
Customers
&
Partners
Request Info & Perform Basic Transactions

View Case by Raise
Priority & Case Re-Queue
Closure Conf. Severity Case
Get Case,
Bug, RMA Add Case Escalate Re-open
Status Notes Case Case
How it works
Cisco Video Playlist
YouTube Playlist
Accessing the Bot
Accessing the TAC Connect Bot
Go to https://tacconnect.cisco.com Go to Support Case Manager Interact within the Virtual Space
Created in the context of a TAC case
Choose your interaction path!
https://tacconnect.cisco.com https://mycase.cloudapps.cisco.com
Support Case
Manager
“ASK THE BOT” – Start the interaction in the context of a case
“Floating icon” – Start the interaction!
Chat in Webex Teams
Click to create
a 1:1 space
with the bot.
Chat in Webex Teams
Permission to allow the bot

to access bug and RMA
data on your behalf.
Chat in Webex Teams
This provides the bot to

access bug and RMA
data on your behalf.
Webex Teams
Interface
Prerequisite
• What – The email address that is used to login to Webex Teams MUST be the primary
email address associated with your Cisco.com profile.
https://rpfa.cloudapps.cisco.com/rpfa/profile/profile_management.do
• Why – To protect customer data.
• How – The email address of Webex Teams user account is mapped to Cisco.com user-id.
This user-id is used to authorize case, bug and RMA data access.
Steps to Get Started
• Login to https://tacconnect.cisco.com/app/
• Click the “Chat with your TAC Personal Assistant using Webex Teams”. Click
“Allow” button if it requests for permissions.
• You will be invited to a 1:1 Virtual space. That’s it!

Note: The email address associated with your Cisco.com user ID will be used to create the 1:1 Webex Teams room.
1 2 3
Sample Questions
• who are you

• what is the status of 683752332
• status CSCtz27004
• 88238608
• /help
• connect me to engineer
• /feedback <message>
Web Interface
• Login to https://tacconnect.cisco.com/
• Click the “Chat with your TAC Personal Assistant right here”.
Sample Questions
• who are you

• what is the status of 683752332
• status CSCtz27004
• 88238608
• /help
• connect me to engineer
• /feedback <message>
Virtual Space
Bot is automatically added to external virtual space
Bot performs tasks in the

context of the TAC case
associated with the
external virtual space.
Conversations:
Status view and
Case Updates
Prioritized View of Your Cases
Get Case Status
Note: External users can access the case

data only if there are authorized. This
requires the user to have the service
contract used to open the case to be
associated with their Cisco.com profile.
Adding the user’s email address in the

CC Recipients field at the time of case
open in Support Case Manager does not
enable case data access.
Get Bug Status
Get RMA Status
Update a Case
Request Latest Update on a Case
Bot Notification to Engineer
Provide Case Closure Confirmation
Bot Notification to Engineer
Conversations:
Engineer
Communication
Connect to Engineer
Engineer is available
Connect to Engineer
Engineer isn’t available
Use Virtual Space as the Communication Preference
Webex Teams Virtual Space with

case contacts and owner
Conversations:
Case Handling
Tasks
Change Case Severity
Requeue a Case
Schedule Dispatch a Case
Escalate a Case – Contact via Phone
DM is available
Escalate a Case – Contact via Phone
DM isn’t available
Escalate a Case – Contact via Email
Manager is in the office
Manager is out of the office
Manager is OOO and DM isn’t available
Reopen a Case
Cases that are closed within the

last 14 days can be reopened.
Connect to Duo
Connect to Duo Support
Bot calls Duo support number,

informs customer’s account ID
to engineer and then connects
to customer via callback.
Conversations:
Talk to the Bot!
Ask for Status of a Case, Bug and RMA
Microphone and
Send buttons
Help, Commands
Q&A, Feedback
Help
Command List
Simple Case Management Related Q&A
Share Feedback
Bot Feedback Case Feedback
Latest Release-Notes in Web Interface
Red dot indicates

new features and
bug fixes!
Latest Release-Notes in Web Interface
Automatic Release Notifications in Webex Teams
Please visit Cisco.com page and contact tac-connect@cisco.com for questions and feedback.

Tac Connect Bot

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TAC Connect

Personal Assistant for Customers

Cisco Customer Experience

Accessing the Bot

Help, Commands & Feedback

Request Info & Perform Basic Transactions

Go to https://tacconnect.cisco.com Go to Support Case Manager Interact within the Virtual Space

Created in the context of a TAC case

Permission to allow the bot

This provides the bot to

• Why – To protect customer data.

• You will be invited to a 1:1 Virtual space. That’s it!

• who are you

• who are you

Bot performs tasks in the

Note: External users can access the case

Adding the user’s email address in the

Bot Notification to Engineer

Bot Notification to Engineer

Webex Teams Virtual Space with

Cases that are closed within the

Bot calls Duo support number,

Bot Feedback Case Feedback

Red dot indicates

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