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Introduction to Guided Workflow
Guided Workflow is a new addition to case creation in Support Case Manager to augment the Intelligent RMA Experience.
The objective of Guided Workflow is to to collect all pertinent case and RMA details to AUTOMATE RMA...
Guided workflow allows for automated troubleshooting cases (non-RMA) and RMA creation process for Service Requests (SR) opened for Cisco products.
Customer Benefits:
Less troubleshooting - the IRE (Intelligent RMA Experience) Prediction Engine does t...
Product Returns and Replacement (PRR) Tool users within TAC are encouraged to utilize the Customer Handoff feature to allow customers to complete the RMA. This will reduce the volume of customers from having to contact an LSC agent or TAC Engineer f...
Effective March 22nd, 2020, the Chat feature will be enabled in the Product Returns and Replacement (PRR) tool.
This feature allows PRR users to initiate chats with Cisco's Logistics Service Center agents (LSC) located across the globe. LSC agents s...
mholmberg yes this process was originally posted here but has since been removed, and I will remove the text indicating the procedure is here. If you would like to have tutorial for how this tool is used, please reach out to me and I would be glad t...
