Hello
I am a PM from the TS Americas organization, and recently, I received an email from one of our colleagues at Service Commerce, asking about the process to engage a new customer (partner/end customer/reseller). The exact question is:
"Within Service Commerce, we are working with sales to create a customer onboarding playbook (I.e. How to enable a new partner/disti/direct customer from legal to buying a service contract).
However, we don't' want to overlook any set up requirement from the TS side which allow the customer to obtain services ( i.e. Is there a portal, specific access set up required? Is there a specific team within TS that managed entitlement activation? )
>From my TS RMS days, I recalled there is an external TAC site that partner access to open TAC case. Would like to know if there is any userid/access control on this.
The other question I have is if a Service Provider purchased a Collaborative service contract (I.e. Verizon provides L1/L2 support, Cisco TAC provides L3 and beyond). What is the process within TS to governance the SP is providing service that they are accountable for? "
Is there any SME that may help explaining the process that is followed to engage a new customer?
Thank you!
Marisela Casas
