Customer Success

The new data visibility grain will be at the CR Party ID name level. At this level of granularity, partners will be able to see all deployments associated with a specific CR Party ID. Deployments will be displayed using an alphanumerical deployment ID. For each deployment, partners will also be able to see the associated install site or physical location where the deployment is installed.

Note: The fields shown in the output depend on whether DCC is available.

• When DCC is available: You will see the Deployment ID along with detailed telemetry data.
• When DCC is not available: The output will instead include Country, City, and the Winning Party ID

At the CR Party ID name level, this visibility allows partners to:

• View all deployments associated with that CR Party ID
• Identify each deployment by its alphanumerical ID
• Upon hovering over the “Deployment ID” or selecting the information icon, the city and country will be displayed (e.g., Vancouver, CA).

Partners will see the most recent related details, including Serial # and Contract # in the platform and have the capability to download an Excel to view all the additional information.

• Serial Number
• Contract Number
• Cisco Partner Incentive Deal ID

This enhanced granularity improves clarity across deployments and enables better tracking and alignment at the customer and site level.

No, a customer will not continue to receive the same notification repeatedly. As part of the digital journey, a customer may receive additional notifications as their telemetry data changes even if they do not progress stages. If a customer is not moving at all, they will continue to receive notifications, with different messaging, to try and help them progress.

New offers are announced via email. You have 30 days to apply exclusions before the first digital journey email send. If you are signed up for other Success Programs, we will automatically enroll you in any new Success Programs we launch. But don't worry: You will still be able to review and exclude any accounts or use cases prior to the first email send. Should you wish to unenroll, you can do so within Settings > Journey Settings.

Partner CSMs can be notified when a new use case is added by signing up for the alerts within the Customer Success settings. You can also use the Quick Filter in the UI to pull all recently added use cases (within the last 30 days).

There is no way to change a Cisco-provided contact. Partners can add their own contact information (up to two) for each use case. All emails added to the contact field are checked for valid email format and checked to make sure the email did not bounce or unsubscribe.

• Architecture: A single technology domain that is aligned to an individual business entity. Examples of architecture include Cloud and AI Infrastructure, Networking, Internet and Mass Scale Infrastructure, and Security.
• Solution domain: A solution domain is a repeatable, scalable, and templatized structure for delivery of a solution. The solution domain is aligned with sales plays, use cases, or a type of business outcome. It is mapped to the customer outcome scope that can span across multiple architectures and business entities.
• Use case: Use cases are specific technology outcomes and solutions and specific intellectual property that work together to deliver business outcomes across architectures.
• Product/Offer Name: Cisco products provide organizations with solutions for everything from networking and data center to collaboration and security.

Daily data refreshes occur from Monday through Friday to ensure you have access to the most current and accurate information.

Telemetry data becomes available once the customer activates the product. Most Cisco products have telemetry enabled by default, and customers will need to take additional steps if they choose to disable it.

Basic telemetry enables visibility into overall progression. However, more detailed, granular insights are only available when a Digital Customer Consent (DCC) is present. Begin the digital consent form process.

The values in the enhanced telemetry section will provide a closer look at the data and insights we collect, giving partners an even deeper understanding of how customers are progressing in their deployment.

A sales order does not always have a one-to-one mapping to a use case. It's typically a many-to-many relationship, meaning that many sales orders can map to multiple use cases. Furthermore, several events must occur after a sale happens before a customer will show in LCA Customer Success, and those events vary by Solution Domain. Here are some of the more common reasons data may not be showing:

• Not enough time has passed since the sale closed to process the data through the required systems
• Use case is not eligible (doesn't have all the product keys/PIDs for the use case)
• Assigned to another partner

Customers will be visible in LCA Customer Success without telemetry being enabled, however; you will only see telemetry data if the customer has their telemetry enabled and digital consent has been provided by the customer.

Yes.

A use case is eligible when all required PIDs are present and the customer has purchased all necessary components.

This is an identified opportunity for a partner to help their customer progress along the lifecycle journey. For example, a stalled in stage alert identifies that the customer is not progressing as quickly as they should be. The recommended action is to contact the customer to identify what support they need. It is possible that the customer has an adoption barrier that has caused them to stall.

There are two possible recommendation actions:

1. Missing Contact: Missing Contact means there is no valid contact assigned to the customer so the digital journey cannot begin. Once a valid contact is provided the recommended action will automatically disappear.
2. Stalled in Stage: Stalled in Stage means the customer is not progressing through the digital lifecycle and may not be getting full value from their investment. This recommended action helps identify which use case is stalled. You will see a hyperlink to the playbook that explains the next steps to take. You can also select an option from a dropdown menu to tell us what action was taken.

The following three dropdowns will remain visible in the User Interface (UI) until the customer takes the appropriate action. Once the customer progresses, these options will be removed:

• On Track
• Off Trajectory
• On Hold

The following three dropdowns will be removed from the UI once selected by the partner:

• Completed – Unsuccessful
• Closed – Cancelled
• Completed – Successful

• Inferred by Telemetry: Telemetry turned on and used in production.
• Confirmed by Customer: A Cisco resource has had a conversation with customer, and the customer confirmed intent to use the product in a production environment.
• Future: The customer plans to use in the future but is not using currently.
• Lab/Demo: The customer will likely never progress in the lifecycle stage.
• Opt-out: No interest. This information is collected from the SPM/CSEs.
• Unknown: No user engagement.

Use Case Deployment – Adoption Partner (Route to Market logic)

The following priority order is used to determine the route to market for a use case deployment:

1. Customer Adoption Partner Selection: For a given use case deployment, if we have been informed that we are working with a specific partner identified through the Customer Adoption Partner Selection form, that partner is the priority.
2. Partner-Managed Customer Relationship: If the customer has not explicitly told us who the partner is, we then review deal data to determine whether a partner has informed Cisco that they manage services for that customer. This applies in cases where the customer outsources their entire IT infrastructure to a partner—typically purchasing services or contracts through that partner, who manages the full environment.
3. LCA and Console (CSM Identification): If neither steps 1 nor 2 apply, we check LCA to see if there is a CSM who has indicated they are working with the customer. If no CSM is found in LCA, we then check the Console (entries manually added by users).
4. Incentive Cisco Partner Incentive Check: If steps 1, 2, and 3 do not apply, we check whether the partner has an active Cisco Partner Incentive associated with that customer.

EA will be represented as a flag in the UI, following the same display pattern used for Cisco Partner Incentive. Partners will have filtering capabilities to view and identify customers associated with an EA.

The visibility of EA data changed due to limitations introduced when we moved to the CR Party ID model. While the data grain for EAs did not change, the new party structure did not allow us to establish accurate and reliable mappings between EAs and the CR Party IDs. Because of this mismatch, exposing detailed EA data risked being inaccurate or misleading. To avoid that, we made a deliberate decision to align EA visibility with the existing Cisco Partner Incentive approach.

As a result:

• EA is now represented as a simple flag, rather than detailed EA data.
• This mirrors how Cisco Partner Incentive is displayed today.
• Partners can still identify and filter customers who have an EA, without relying on granular mappings that cannot be confidently supported.

This approach ensures data consistency, accuracy, and parity across experiences while we operate within the constraints of the current data model.

Cisco supplied contacts can be managed in two places, the UI and the Excel download/upload feature.

Account-level information was removed as part of the transition to the new data model. With this change, we aligned our data structure to the deployment level, which is now the primary and most accurate level of association.

Because of this shift:

• Account-level CSM assignments and customer contact details are no longer supported.
• Maintaining these details at the account level would risk inconsistent or incorrect data, given the new model alignment.

As a result, all relationship-specific information, including CSM and customer contacts must now be added and managed at the deployment level. This ensures better data accuracy, consistency, and alignment with the current data architecture.

The CSM contact can be added at the deployment level and is accessible in both the UI and the Excel file. You can find more information on how to assign a CSM: The Participation Guidelines.

Once a tag is created within the LCA Customer Success Settings UI, a partner can add them to use cases within the Use Case Excel download/upload functionality. A separate tab in the file, labeled "Partner-Provided Segmentation Tag" will indicate all tags that have been configured by the partner. To add one or more of these tags to the use case, simply type the tag name exactly as it appears in the settings. To use more than one tag, separate them with a double pipe delimiter, which looks like this: ||.

Cisco will use the information you enter if/when the Cisco team needs to work directly with you to drive customer success. Providing this information is key to enabling Cisco to contact the right person within each of our partners' organizations.

In Lifecycle Advantage Customer Success, customers can now request the transfer of their use case(s) from their current to their preferred partner who will be driving the adoption of their Cisco Use Case(s). Instruction guide.

One reason your customer may not be showing the most recent lifecycle stage is due to the data refresh schedule. We pull new data daily (Monday through Friday). There could also be multiple sales orders that feed into a use case and LCA Customer Success pulls the most recent. Lifecycle stage and days in stage are based off the most recent sales order. An additional prerequisite for showing correct lifecycle stage is that the customer must have telemetry enabled and it can only be a single deployment.

In LCA Customer Success, customers are displayed at a lower level of detail, specifically by CR Party ID. If you want to understand which higher-level entity (CXBU) a CR Party ID rolls up to, you can download the Excel file, where the CXBU mapping is available.

1. We first check for the Adoption Partner (Route to Market). Which are:
   • Customer Adoption partner selection
   • Partner-Managed Customer Relationship
   • LCA and Console (CSM Identification)
   • Incentive Cisco Partner Incentive Check
   More details of these can be found within the FAQ.
2. If no partner is identified through Route to Market, we then assign the partner based on who has the highest number of licenses or appliances sold over the past three years. This partner may or may not be active in LCA Customer Success. If we still cannot identify a partner, then we will send Digital Direct to Customer (DDC).

If you would like to be the Adoption Partner, ask your customer to select you through the Customer Adoption Partner Selection process using the following link.

This can happen if the use case becomes ineligible or the intentions of that use case change to one that is inactive.

Regressions most commonly occur when there is a change to the exit criteria or the thresholds within. These changes, driven by Cisco, are often made to better understand if a customer is actively engaging in and using the product. Additionally, if the exit criteria is no longer being met then regression will happen organically and will be a true representation of regression.

You can indicate that a CSM is leading a use case within the Contact Management section in the Full Account View.

No. Lifecycle Advantage settings only affect co-branding of the digital journey emails and not the data flow into LCA Customer Success. Partners will see offer data in LCA Customer Success if they are not enabled in a given offer, but the notifications sent to their customers will be sent without their co-branding. You can enable specific digital journeys in the Campaign Settings.

No. You will need to enable the Adopt journey and/or by offer to send co-branded notifications.

A Lifecycle stage can progress or regress at any time. If telemetry is turned on then the lifecycle stage is progressed based on the stage exit criteria and telemetry data. If telemetry is not turned on lifecycle stage is progressed based on an internal Cisco SPM/CSE.

This is the lowest grain a customer can be identified and represents a unique customer/address.

Refer to the Customer Success Practice details for more information.

Telemetry connects customers, partners, and Cisco with secure insights and telemetry across specific target systems. It also combines technology and intelligence with proactive insights and guided recommendations to solve problems faster and optimize operations—from viewing the health of the infrastructure and potential issues to automating case openings when faults are detected.

Use this link to initiate the digital customer consent process.

Telemetry must be enabled in the product and the customer must opt to share the data with Cisco. Once that selection has been made, telemetry data will then display on accounts where a customer has purchased from a single partner. In cases where a customer has purchased from more than one partner, telemetry data is only displayed when the customer signs a digital consent form. Once the customer completes this form, the partner will receive an approval notification and telemetry data will be available in LCA Customer Success.

Telemetry is one of the most critical components in understanding how your customers are progressing in their deployment. Enhanced Telemetry provides a deeper level of data, insights, and understanding based on each lifecycle stage, and prescriptive direction on how to use the data to better support your customers. This bolstered telemetry data view now provides increased visibility to telemetry, recommended and required exit criteria, extra context around customer telemetry points (at the member/deployment level (ID) ), understanding how data is measured, and interface improvements which provide clarity on when exit criteria has been completed.

In the Enhanced Telemetry section, you will be able to view:

• Stage exit criteria: The steps that need to be completed for the customer to progress to the next lifecycle stage. There are both Required and Recommended exit criteria.
• Success measures: These determine what it means to be successful with each exit criteria.
• Detailed telemetry data (when telemetry is turned on and consent has been received): This connects customers, partners and Cisco, with secure insights and data across specific target systems for each use case. Exit criteria and measures will always be visible. Data in the telemetry section requires digital consent for telemetry to be enabled.

• Required: This must be completed for the customer to progress to the next lifecycle stage. To earn on eligible use cases under the Cisco Partner Incentive, all requirements must be completed as outlined in the Earning Requirements Guide - Adopt Rebate and must meet the eligibility criteria defined in the Cisco Partner Incentive Terms and Rules.
• Recommended: This does not have to be completed for the customer to progress to the next lifecycle stage.

A solution domain is a repeatable, scalable, and templatized structure for delivery of a solution. A solution domain is aligned with sales plays, use cases, or a type of business outcome. It is mapped to the customer outcome scope that can span across multiple architectures and business entities.

A use case is a specific technology outcome that includes solutions and intellectual property that work together to deliver business outcomes across architectures.

The Customer Adoption Partner Selection process allows your customers to decide who is their dedicated Adoption Partner that will assist in driving adoption per Cisco Use Case. This guide will assist you in leading your customers through the process of changing their selections.

The Customer Adoption Partner Selection allows you to send your customer a request to change the partner they prefer to drive adoption for their Cisco use cases. That process can be initiated by sending this link to your customer.

If you sign up to receive new use case Webex notifications, you will be sent a notification that way.

If the customer selects you as the adoption partner, you can expect to see the changes in Lifecycle Advantage within 48-72 business hours.

The use cases available in the Cisco Partner Incentive Program are currently eligible within the Cisco Partner Incentive framework. Refer to the Terms and Rules, Earning Requirements, and Eligible Offers documents for eligibility details.

• Can't find use cases
• Stage exit criteria not displaying correctly
• Incentives questions

Refer to the Cisco Partner Incentive resources (bottom of page) for details. If the information does not answer your question, open a Program Rules and Requirements support case.