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PART User Guide
PROACTIVE ASSET RECOVERY TOOL USER GUIDE
LOGGING ON....................................................................................................................2
GETTING STARTED.........................................................................................................3
TAB DEFINITIONS......................................................................................4
ASSIGNMENT RULES......................................................................................................4
ACTIVATING AN AGENT.............................................................................4
ASSIGNING A CUSTOMER GROUP..........................................................5
CREATING PRIORITY RULES.........................................................................................8
MODIFYING EXISTING PRIORITY RULES...............................................9
CREATING A NEW PRIORITY RULE........................................................11
RE-ASSIGNING QUEUES OR RMAs.............................................................................17
MANAGING YOUR QUEUES..........................................................................................20
DEFINING THE QUEUE VIEWS...............................................................20
ADMINSTRATOR v. AGENT VIEW...........................................................21
INTERPRETING THE COLUMNS.............................................................22
UNDERSTANDING ACTIVITY STATUSES...............................................23
DOWNLOADING REPORTS.....................................................................25
ADDING NOTES TO AN RMA...................................................................27
SEARCHING AN RMA...............................................................................28
LOOKING UP POWR REQUESTS...........................................................29
ADDING CUSTOMER CONTACTS...........................................................30
ADDITIONAL TOOL INFORMATION...............................................................................34
SORTING DATA.........................................................................................34
MARKING an RMA for FOLLOW UP.........................................................34
EXTENDED CREDIT AMOUNTS..............................................................34
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LOGGING ON
To log in to the Proactive Asset Recovery Tool, click the below link, enter your EMCO 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 [Link]
2) Click on Employee Or Onsite Consultant.
3) Enter CEC Userid and CEC Password and click on Submit.
GETTING STARTED
Administrator View
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Agent View
TAB DEFINITIONS
Assignment Rules The administrator will utilize this tab to assign customers/customer groupings to an agent
Priority 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.
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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.
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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 AGENT
1.
Click on Tab
2.
Select the relevant agent
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3.
4.
5.
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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 onlythe assignment
Select specific theatre to which this agent will be assigned
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.
2.
3.
Select the relevant agent
Select the appropriate theatre
Click Search
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4.
5.
6.
7.
8.
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Click Add Row
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.
Assignment type should be customer grouping
Operator should be =
Click on the Value button (circled on the screen shot below) to get the list of customer grupscustomers
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This will populate the list of customers 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.
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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.
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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.
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At this point you can modify the rule by changing the criteria, the operator, the criteria value or the
priority.
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CREATING A NEW PRIORITY RULE
Click 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
theate 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.
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After clicking Load Rule, you will find yourself at the Rule Criteria.
To define the rule criteria:
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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.
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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
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**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.
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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.
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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.
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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).
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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 VIEWS
Customer 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.
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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.
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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.
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UNDERSTANDING ACTIVITY STATUSES
New 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.
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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 reports
These 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.
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A Sample of the RMA Line level report:
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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.
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SEARCHING AN RMA
Both 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.
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LOOKING UP POWR REQUESTS
Information 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.
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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.
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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.
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To add a contact:
Click Add New
Enter all mandatory information (anything with an * by it)
Click Save
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To modify an existing contact:
Simply override existing information
Click Save
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ADDITIONAL TOOL INFORMATION
SORTING 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 UP
To 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 AMOUNTS
The extended credit dollar amounts will zero out when the RMA line is closed.
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