Overview
The Customer Experience (CX) Cloud is a SaaS offering enabling Customer success throughout the journey to onboard, optimize, and adopt new technologies across all architectures. Customers with Cisco Success Tracks subscriptions have access to the following features:
- Contextual Learning: Window to Collaborative Intelligence Platform with the latest resources for Network Engineers and Architects via Ask the Expert webinars, Success Tips, Accelerator’s engagements, and training
- Trusted Support: Helps solve immediate technical problems and provides proactive and prescriptive service options at the software and solution level
- Insights & Analytics: Digital Intelligence tools that deliver proactive and predictive insights and helps customers recognize potential problems, optimize operations, and accelerate technology adoption/transitions
- Expert Resources: One-stop experience for all available architectures and Cisco products with access to strategic expert advice on detailed design and validation as well as industry-specific solutions
This document provides information about new features, resolved defects, and known issues in CX Cloud. Use this link to access CX Cloud with Cisco credentials.
What's New
The Release Notes in this section detail features that will be enabled as part of the June 2024 release.
Target Software Suggestions
Cloud Network Level 2 customers now have the option to compare software suggestions for Target releases with Optimal and Current releases, offering more flexibility in selecting software versions that best fit specific network requirements. A comparison link has been added to the Suggestions tab in the Software Group detail view where available Target releases can be selected for comparison. Upon selection, details display in the new Target column and a new Target tab is available in the detail view for Bugs, Security Advisories, Field Notices, and Features.
Additionally, Campus Network and Cloud Network Success Track customers can now view Target releases in the Software Group detail view > Release Summary tab.
Comparing Service Levels
Customers now have the ability to view and compare entitled service levels for Success Tracks within the Adoption Lifecycle tile. Each Success Track displays the customer's current service level and includes an informational icon with the option to Learn More where customers can access a comparison chart detailing the features available at different service levels.
Webex Added as Contact Preference
Webex is now available as a preferred contact method for both new and existing cases, facilitating real-time interactions with support engineers. When selected, customers can access the Webex channel by clicking the Open Webex Space link from the Communications tab (formerly the Contacts tab). Transcripts of Webex sessions are available in the Files tab.
Note: This option is only available if the Webex Control Hub is configured to allow bots and external communication.
Connecting and Managing Contracts
CX Cloud Administrators can now connect contracts to their accounts through the Contract data source without creating a case. Additionally, the Contract detail view has been updated with newly added columns describing contract details such as Support Type, Start Date, End Date, and Coverage Status. The Manage Contracts button has been replaced by the Remove Contracts and Add Contracts buttons, allowing Administrators to add or remove contracts by creating a support case. The exported .csv file includes the newly added contract details and an updated file name.
Viewing Passed Rules
The ability to view passed rules has been extended to the Cloud Network Success Track, providing customers a better understanding of their overall network compliance. Customers can toggle between Rules Violated and Rules Passed by navigating to the Insights > Compliance > Rules tab. Passed rules can be filtered by Regulatory Type, examined in a rule’s detail view, and exported as a .csv file.
Bar Code Scans for Asset Identification
CX Cloud mobile application users can now scan an asset’s serial number bar code to easily locate an asset for case creation by selecting Find Asset > Scan Product. A successful scan matches a serial number with a device in the CX Cloud asset list and populates asset information in the Open a Case form.
Cases Additional Contact Details
Customers now have the ability to view contact details for the assigned support engineer's manager and any interim engineers within the Communications tab (formerly the Contacts tab) of the Cases details view, simplifying the escalation process for those requiring further assistance.
Telemetry Support for IOS XR Devices
CX Cloud can now collect inventory directly from IOS XR devices through the CX Cloud Agent. These assets are added in Admin Settings > Data Sources > Other Assets using the seed file or IP range options and displayed in the Assets & Coverage > Assets tab.
New Columns Added to Export File
The Risk Score (Relative to Optimal) and Optimal Release columns have been added to the Software Insights .csv export file for customers using the Campus Network and Cloud Network Success Tracks.
Defects
Resolved Defects
There are no resolved defects for this release.
Known Defects
There are no known defects for this release.
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