PowerPoint Presentation

Cisco Commerce Express

Customer User Guide

February 2024

© 2017  Cisco and/or its affiliates. All rights reserved.   Cisco Confidential
Contents
About Cisco Commerce Express (CCE)
CCE basics
Tax Exemption
Manage quotes from Dashboard
Manage a Quote and Place an Order
Create New Business Contact
Add Secondary Billing Contact
Manage PO Order #
Create a Cisco.com Account 
View, Download, and Print Invoices
View and Manage Subscriptions from 
Dashboard
Download your signed contract
Credit Card Payment 
One-Time Payment
Direct Debit Payment
Autopayment & Auto Reflect Payments
View and Manage All Notifications
Modify subscription
Managing Auto Renewal for 
Subscriptions
Cancel a Subscription 
Create a Dispute
Managing Invoice  
Support
Resources

About Cisco Commerce Express (CCE)

Cisco Commerce Express (CCE)

In order to meet customer needs and to provide an improved and faster experience for

customers, Cisco designed and developed a Cisco Commerce Express (CCE) platform that

allows for Cisco and customers to collaborate while reviewing and purchasing some offers

from Cisco Collaboration portfolio.

The platform offers customers easy access to Cisco created Webex and Webex Teams quotes,

gives possibility to review the quotes and submit orders directly to Cisco Systems, Inc.

It also allows customers to manage quotes and orders, review and print invoices, as well as

view and manage subscriptions.

This document is to guide Cisco customers through the Cisco Commerce Express platform,

and show its benefits on how to use it.

CCE Basics

Overview:

Customers can now use the Cisco Commerce Express platform to manage quotes and place orders.

1. To Login to the Cisco Commerce Express homepage, click here

Note: To log to the tool you need to use your Cisco.com Account (CCO ID) and password.

If you do not have Cisco user CCO ID yet, along with “Shared Quote” email, you received a “register for a new account” email. Please follow the steps

described in that email to register your CCO ID account. The Primary billing contact can also add secondary and support contacts. Once added, follow the

Activate email to set up the CCO ID.

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CCE Basics

In the Cisco Commerce Express homepage, configure your profile by clicking the arrow to

the right of your name then click My Account and Preferences.

1. On your profile on the right side of

the screen select my account

preferences

2. Select change language to see a

list of16 supported languages to

view subscriptions, quotes, orders,

and invoices.

3. You can add Bill To or Service To

addresses. The Bill To address will

save the preferred currency. This is

set by Sales.

4. Select toggle to set quote and

order notification

5. Add (ach/check/wire transfer or

credit card) payment methods,

preferred payments, or change

methods.

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CCE Basics

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1. There are four tabs in the header:

Subscriptions, Quotes, Orders, &

Invoices. Click on a tab to connect

to the associated dashboard.

2. Click on the links in the toolbar to

view contacts, site map, terms &

conditions, privacy statement,

cookie policy, and trademarks of

Cisco, view contacts, submit

feedback and receive help.

3. Click the to view related tools

or to contact Cisco.

CCE Basics

Note: Click the minimize button to minimize the

Chat Assistant.

After 10 minutes of inactivity, your session will expire and CCE will

automatically log you out. Click the button to re-login to CCE.

Reviewing Quote in CCE Dashboard

New Returning

Sales will share with

customers a quote in CCE.

Diagram A

If a user is a New user on CCE,

they must register for a

Cisco.com Account.

Return to Quote email and

click to View Quote. Enter

your Cisco.com Account

information.

**Please Save this information

as it will be used on

Diagram B

For returning users, please

click to View Quote. Now

enter your Cisco.com Account

information.

A

B

Tax Exemption (US)

Tax Exemption

Overview:

• The products & services purchased are subject to applicable sales taxes in the ship-to and service-

to location(s).

• Effective September 13, 2020, if a bill-to customer company does not have tax exemption

certificates on file for the Cisco Systems Inc. and/or Broadsoft Adaption LLC in the taxable

location(s), Cisco will apply all required taxes to their invoices.

• If you are eligible for tax exemption and you do not want Cisco to apply taxes to your invoices,

please send us your resale certificate/s or other tax exemption certificate/s before you place your

first order through Cisco Commerce Express platform.

• This is one-off requirement. Tax exemptions certificates are valid for the specified state(s) until

expired or revoked.

• States where Broadsoft Adaption LLC is registered to collect taxes: Arizona, Arkansas,

Connecticut, Georgia, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts,

Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico,

North Carolina, Ohio, Pennsylvania, South Carolina, Utah, Washington, West Virginia,

Wisconsin

• On the exemption certificate, please enter “computer or networking equipment and related

services” in the field for the description of items that qualify for exemption.

Tax Exemption

Effective September 13, 2020, in order to receive accurate tax exemption status, you will need

to provide Cisco with two packets of certificates, one each for:

• Cisco Systems, Inc. (CSI),

• Broadsoft Adaption LLC

Your Tax exemption certificates must be sent to your Cisco Sales Representative or the Cisco

Collections Team with the same Customer ID (CID) number included on each submission. The

certificates will be forwarded internally to Cisco’s Sales Tax Team for validation.

If you do not know you Customer ID number, please contact your Cisco Sales Team and they will

be happy to find your Customer ID number for you.

More information can be found on Cisco’s Sales Tax Customer Support page

(https://www.cisco.com/c/en/us/buy/customer-support-information/united-states-sales-

tax.html ), including references to State-by-State Tax Exemption forms.

Manage Quotes from Dashboard

2. To filter by status, click the drop down and all

applicable quote statuses in the Status section.

3. Use the drop to review Shared Quotes within the

last 30, 60, or 90 days

4. You may sort by date including when a quote is

Shared on, Valid Until or Billing Amount.

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Overview:

Customers may now manage quotes created by Cisco directly in Cisco Commerce Express platform. After a quote has been shared

with you it is visible in Cisco Commerce Express Quotes Dashboard. You can now sort, filter, search, and view all your quotes. You

have access only to quotes

that have been shared with you.

1. In the Cisco Commerce Express homepage, click

Quotes to view all quotes with high-level details.

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Manage a Quote and Place an Order

Overview:

Customers can now manage quotes and place orders from their Dashboard in Cisco Commerce Express (CCE).

1. From the Cisco Commerce

Express homepage, click Quotes

to view the Quote dashboard.

2. For new quotes pending

acceptance, you will see

“Pending Acceptance” in the

Status field.

3. To decline the quote, click

Decline.

4. To checkout, click Checkout.

5. To view the quote details,

click View Details.

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Note: If a promotion is applied on

the quote, it will be shown here.

Manage a Quote and Place an Order

6. Once clicking View Details from the

Dashboard, the Items page will show the

details on the quote.

7. If a promotion has been applied on the

quote, a message will show at the top with

the name and duration of the promotion.

8. In addition, the Promotional Credit

Subtotal will show at the bottom of the

quote to inform users of the discounts

they are receiving.

9. To see more details on the priced items

of the quote, click Financial Summary.

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Manage a Quote and Place an Order

10. The Financial Summary pop up will

show providing the detail breakdown of

the promotion for each item. Users will be

able to see the name of the promotion

applied and the duration of the promotion.

Each item with the applied promotion will

show in the Financial Summary table.

Users can see the discount and billing

amount during the promotion period as

well as the discount, unit net price, and

billing amount after the promotion has

expired. Note: all priced items in the quote

regardless if a promotion is applied to the

item will show in the Financial Summary

table.

• Note: For Annual Billing, it will display

the annual billing total.

11. Click Checkout to proceed with

ordering the quote.

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Manage a Quote and Place an Order

12. In the checkout page, click Add Service Address, if applicable.

13. Click Add New Address.

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Manage a Quote and Place an Order

14. Complete all fields in the Add Service Address box. In the Checkout page, click Add Service Address, if

applicable.

15. Click Assign This Address As Billing to Address,

if applicable.

16. Click Add Address.

17. Click Recommended Match.

18. Click Add Address.

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Manage a Quote and Place an Order

19. Click Add Billing Address.

20. Click Add New Address.

21. Complete all fields in the Add Billing

Address box.

22. Click Assign This Address As Service to

Address, if applicable.

23. Click Add Address.

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Manage a Quote and Place an Order

26. To delete an existing Primary Business or Primary Billing contact,

click Delete.

24. Click Recommended Match.

25. Click Add Address.

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Manage a Quote and Place an Order

27. To add a Primary Business Contact or Primary Billing Contact, click Add Primary Business Contact or Add Primary Billing Contact.

Note: Both primary business and primary billing contacts are mandatory.

28. Select your Contact from the Search by CCO or Email ID field.

Note: To add a new business contact, proceed to step 24.

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Manage a Quote and Place an Order

29. Select all applicable contact types

30. Click Add Contact.

Note: You cannot edit contacts once added. To

make changes, delete the contact and add

again. Add again

31. To create a new business contact, enter

“Create New Business Contact” in the Search By

Cisco.com Account (CCO ID) or Email ID field

32. Click Create New Business Contact

If your billing admin contact is no longer with the company, and the contact

must be updated, please submit a ticket here:

Link: https://www.cisco.com/go/cs

Portal Path: Quote > New Quote> Cisco Commerce Express

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Cisco.com Account (CCO ID)

Activate Email & View Invoice

Note: If the contact is new, the new user

will receive one email which includes an

“Activate” CCO ID Account message in

the email, along with the current

invoice.

Click here to activate new CCO ID

account

Click View Details to View invoice

Create a Cisco.com Account (CCO ID)

How do I set up a Cisco ID (CCO ID)?

1. Go to the Register page

2. Fill out all required fields.

3. Click Register.

PLEASE NOTE:

To be mapped to your companies account, order, or invoice, here are

a few ways to be added:

• Sales should ‘share order’ or invoice with you and add you as a

contact to the account.

• Your internal business contact can add you as a billing, secondary,

or support contact to the account directly in CCE.

• You can create a ticket to request to be added

www.cisco.com/go/cs

Manage a Quote and Place an Order

33. Complete “Add New Contact” details

34. Select all applicable contact types

35. Click Add Contact

36. To see additional contacts, click Show

Additional Contacts

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Manage a Quote and Place an Order

37. To add additional contacts, click Click To

Additional Contacts.

38. Click the applicable taxability selection in the Tax Information box.

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Add a Secondary Billing contact

1. To add a secondary contact

Select Quote

2. Go to Check Out

3. Show Additional Contacts

4. Click to add Additional

Contacts

5. Search to assign user or click

to Create New User Contact.

Select secondary billing or

support role

6. Review Secondary contact

has been added

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Manage a Quote and Place an Order

39. To change the provisioning contact email, click

the pencil icon.

40. To change the requested start date, click the

pencil icon

41. If a promotion was applied on the quote, a

message will show stating the name and duration

of the promotion.

42. To view the Financial Summary of the priced

items on the quote, click Financial Summary.

43. To place your order, check the box to agree

to Cisco’s privacy notice and conditions of use.

44. Click Place Your Order

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Manage Purchase Order# (PO #)

Adding a PO Number to a new order:

1. From the CCE Dashboard > Review Quote.

1. For new users, please see steps registering in your email here.

2. Scroll Down 2) Payment Method and Enter PO Number > Update PO Field.

3. Please Note: PO Numbers for new orders must be entered prior to accepting the quote from your Sales rep.

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Active subscriptions can be modified by customers (billing contacts) only.

1. Select the Subscription UI > Manage Payment Details > Update PO Field.

Manage Purchase Order # (PO)

VAT ID Registration & Certificate Upload

1. Click to view Quotes shared

by sales.

2. Click Check out

3. Customer or VSS can now

upload VAT registration

certificate

4. For countries that do not

have a manual/automated

VAT ID lookup link.

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Tax Options

1. Taxability options will be displayed for

customers. Customers may select from Internal

Use (Non-Exempt) or State/Federal/ Direct Pay or

Export Exemptions

2. Tax definition will be displayed in taxability

section

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Tax Tools in CCE

1. Link is included to allow customers to

redirect to Customer Service Hub to

upload their tax certificate

2. Link to Cisco Tax website for general

sales tax information

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Tax Display & Agreement

1. Estimated tax will be displayed for

customers

2. Customer must acknowledge the

estimated sales tax agreement

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Place Order Highlight

The Place Order

button is now

highlighted for

customers when

confirming and

placing orders.

Download Your Signed Contract

1. From the Orders Screen

2. To the left click Signed Contract

3. The file will download and include:

a) copy of signed T&C

b) copy of your invoice.

a)

b)

2.

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View, Download and Print Invoices

Overview:

Customers can now view, download, and print invoices, in addition to view taxability, in Cisco Commerce Express (CCE).

1. In the Cisco Commerce Express homepage, click Invoices to view all invoices with high-level details.

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View, Download and Print Invoices

2. Sort them by clicking the

up/down arrow icon next to each

Column header.

3. Use the Items Per Page

dropdown menu to view more or

less invoices per page.

Note: CCE Invoices defaults to 20

invoices per page.

4. Use the single arrows to

advance or return a page and the

double arrows to advance or

return to the last page and first

page, respectively.

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View, Download and Print Invoices

5. From the Dashboard Click

Invoices then Search by Invoice#

or Subscription#.

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View, Download and Print Invoices

6. To view more details of the invoice, click the Invoice Number.

7. To download the invoice, click the 3 vertical dots icon.

9. Click Download Invoice.

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Customer invoices will be available for download in

the next 12 hours or after 4:00pm pst from Quote

Acceptance and Terms & Condition.

View, Download and Print Invoices

10. To print the invoice, click the Printer icon.

12. To download the invoice, click

Download Invoice

13. On the CCE Invoice tab, the

column Program Discount has

been added as of August 2020

and reflects the discount amount

if any promotions were applied

on the line items.

11. To view Invoice FAQs, click

Invoice FAQs

Note: Invoice FAQs are also available

at the bottom of the .pdf version of

the Invoice.

14. To return to the main list of

invoices, click Back to Invoices.

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View, download and Print Invoices

14. To view Taxability, note the

Web Order ID on the invoice.

15. Click Back to Invoices.

16. Click Orders.

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View, download and Print Invoices

17. In the Orders tab, enter the

Web Order ID into the Search By

Order Name, ID field.

18. Click View Details.

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View, download and Print Invoices

19. On the Order Details page,

you will see the Taxability section

below the Items section.

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Invoice export

CCE provides an option to customers to download list of invoices displayed on invoice dashboard.

Customers can:

▪ do an empty search and export all invoices from a dashboard.

▪ filter for subscription, invoices that belong to that subscription will get

exported

▪ filter by status of invoices, excel will only contain filtered invoices

View and Manage Subscriptions from

Dashboard

View and Manage Subscriptions from

Dashboard

Overview:

Customers can now manage subscriptions in the Cisco Commerce Express (CCE) platform.

1. From the Cisco Commerce Express homepage, click Subscriptions

View and Manage Subscriptions from

Dashboard

2. In the Subscription tab, select a search option from the Search Bay dropdown menu.

3. Enter the associated search variable in the Search Subscriptions field.

4. Alternatively, you can click Advanced Search.

5. Use the scroll bar to view high-level details of the

subscription.

6. To view more details of the subscription, click on the

Subscription ID

View and Manage Subscriptions from

Dashboard

7. View subscription details in the Subscription header.

8. To return to the subscription menu, click My Subscriptions.

9. To view history, click View History.

10. To view and manage addresses and contacts, click View/Manage Addresses and Contacts.

View and Manage Subscriptions from

Dashboard

10. To view and manage addresses and contacts, click View/Manage Addresses and Contacts.

a) To update a billing address, customers must reach out to their Inside Sales Representative for them to complete

change modify. CCE Customers can find their Cisco Inside Sales Rep under the Cisco Contacts in Manage Contacts.

b) Only the Primary Billing or Business Contact or Cisco internal user can update the Primary Billing or Business

Contact on the Subscription. To update the Primary Billing contact click Manage Contacts and the click Change

under Primary Billing Contact under Bill to Customer contacts and enter the desired contact info in the pop-up.

In the pop-up, there are 3 options:

• Edit Existing

• Search and Add Contact

• Same as Primary Billing Contact

b

View and Manage Subscriptions from

Dashboard

11. To view all invoices, click View All

Invoices.

12. To view payment information, click

Manage Payment Information.

Please Note: Remaining balances should be paid through

Cisco Commerce Express upon Contract Expiration.

Credit Card Payment

1. Customers can now include a Credit Card Default Payment.

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Albania

Argentina

Aruba

Australia (Amex)

Austria

Bangladesh

Barbados

Belarus

Belgium

Benin

Bermuda

Bolivia

Bosnia &

Herzegovina

British Virgin

Islands

Bulgaria

Canada

Cayman Islands

Chile

Columbia

Congo

Costa Rica

Croatia

Cyprus

Czech Republic

Denmark

Dominican

Republic

Ecuador

El Salvador

Estonia

Ethiopia

Finland

France

Germany

Ghana

Greece

Guatemala

Guinea

Honduras

Hong Kong

Hungary

Iceland

India

Indonesia

Ireland

Israel

Jamaica

Kazakhstan

Kenya

Latvia

Lithuania

Luxembourg

Macedonia

Malaysia

Malta

Mauritius

Mexico

Moldova

Morocco

Netherlands

Antilles

New Zealand

Nicaragua

Nigeria

Norway

Pakistan

Panama

Papua New

Guinea

Paraguay

Peru

Philippines

Poland

Portugal

Puerto Rico

Qatar

Romania

Saudi Arabia

Senegal

Serbia

Singapore

Slovakia

Slovenia

South Africa

Spain

Sri Lanka

Sweden

Switzerland

Tanzania

Thailand

Tunisia

Uganda

Ukraine

United Arab

Emirates

United Kingdom

Unites States

Uruguay

US virgin Islands

Venezuela

Vietnam

Zimbabwe

Japan CC is in

Progress

Credit Card Availability is Available to Rest of World

2. You may update or Add New Credit Card by entering required credit card information.

3. Use the at the bottom left of the credit card screen to set a default credit card

to automatically pay the subscription.

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Credit Card Payment Methods

3. Customers can select Payment Method.

Click change to select Credit Card method of

payment.

4. If the payment method is Credit Card please

select (change) to activate credit card the

payment option.

5. Setting payment method as default will

automatically autopay the subscription.

6.Credit cards have new Auto Reflect Feature.

Credit cards expire, when you update your

account

Please Note:

Reminder to pay all remaining balance(s)

should be handled at the time of setting up

Auto Payments to ensure timely payments.

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5. To select a one-time payment go to

Invoices. Click Make Payment.

6. Click the Invoice

7. Select the saved card you wish to make

payment with.

8. Confirm Payment on the selected credit

card.

Note: You can slide the toggle to Update

Current Subscription with this Credit card.

9. Click Authorize Payment

One-Time Payment

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One-Time payments can be made if a default credit card option is

not selected. In this case the customer may complete a one-time

payment by selecting a Saved Card to Authorize Payment.

Note: If a credit card fails, the customer will

automatically receive an email notification.

Auto Pay Enhancements

1. Credit Card Auto Pay enhancement now includes setting any

existing or new credit card for Auto Pay.

2. All subscription can be updated on the profile page including

any outstanding payment customers might have using the

same credit card.

3. By selecting Auto Pay, the card will be used to pay all current

subscriptions associated with the account going forward.

4. Any current account balances will need to be paid separately.

5. You may also select the box to Pay current account balances

with the card.

Auto Reflect

When credit cards expire, or the credit

card billing address has changed, the

new Auto Reflect feature will allow you

to update credit card information on

your profile.

Once the cc data is updated, it will be

automatically applied to all subscriptions

and orders where the card is set as

default for payment.

10. Go to your User Profile

11. Click on Payment Method

12. Make updates on the credit card and

Save changes

13. Tip! Review your Orders &

Subscriptions to ensure the modified

information is displayed and reflected

correctly everywhere that card is used.

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Credit Card Decline Email Notification

10. An email will be sent to notify the

customer listed on the Invoice when there

is a credit card decline.

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Sometimes Credit Cards Expire, or Billing

Address change. We make it seamless with

the ability to Auto pay multiple

subscriptions with just one credit card. This

ensures payment automation for each

instance with accurate credit card details!

Simply save your credit card details and

ensure your CCV code is included.

Email Notification Payment

Customers will now receive an email notification after a

successful payment and one-time credit card payment is

made.

Direct Debit Payment

Direct Debit Payment Method

• The selected bank account will be used for a subscription’s payment at the next billing cycle.

• The selected bank account will be charged on the Invoice Date.

• Please ensure bank account details are accurate to avoid any potential errors.

• For how to correct errors when entering bank account details, see slide 79.

• If payment does not process properly due to insufficient funds, please select a new bank

account or payment method.

Considerations when using Direct Debit as payment method

Add Direct Debit Payment Method:

Profile & Preference Page

1

Log into CCE and select

My Account and

Preferences

1

Add Direct Debit Payment Method:

Profile & Preference Page

2

Select Payment Methods

2

Add Direct Debit Payment Method:

Profile & Preference Page

3

Selects Direct Debit

Select from existing

accounts or add a new

account (see step 5)

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4

Add Direct Debit Payment Method:

Profile & Preference Page

Click + to add a new

bank account

5

Add Direct Debit Payment Method:

Profile & Preference Page

Add new bank account

details

For error messages while

attempting to add a new bank

account, see slide 79.

6

Quote Search and Checkout

Order Checkout Page

Log into CCE to view

quote

Search for approved

quotes and select

Checkout

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Verify Billing Information / Update Tax Information

Order Checkout Page

Billing Information will

be displayed on the

quote. Please verify the

billing information.

3

Review and select

appropriate tax

information, then click

Continue

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Choose Payment Method for SAAS Orders

Order Checkout Page

Total Order Value

– Payment Method Auto-Enablement:

For new S/W order greater than $50K, all 3 options(Direct Debit , Credit Card, Wire Transfer/Check)

For new S/W order less than $50K, all 3 options(Direct Debit , Credit Card, Wire Transfer/Check)

For new S/W order greater than $0, all 3 options(Direct Debit , Credit Card, Wire Transfer/Check)

Select Direct Debit and

choose preferred bank

account

Select from existing

accounts or click + to

add a new bank

account (see step 8)

Click Done when

complete

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Adding New Bank Details

Order Checkout Page – Enter New Bank Account Details

Enter the new account

details and click Add

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Adding New Bank Details

Error Messages

System will display an error

message in the following

scenarios:

When routing number

is invalid (Please

provide a valid ABA

routing number)

When Account number

is invalid (Please

provide a valid funding

account number)

When Provided

Account name is

Invalid. (Please provide

a valid account holder

name)

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Choose Payment Method for Hardware Order

Order Checkout Page

Total Order Value – Payment Method Auto-Enablement:

For new H/W order greater than $50K, only Direct Debit option.

For new H/W order less than $50K, only Credit Card option

For HW SKUs with

value greater than

$50K, Direct Debit

method will be enabled

and selected by default.

Credit Card &

Check/Wire Transfer

options will be disabled

(greyed out).

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Choose Payment Method for Hybrid (Hardware + Software) Orders

Order Checkout Page

Total Order Value – Payment Method Auto-Enablement:

For new Hybrid order greater than $50K, only Direct Debit option

For new Hybrid order less than $50K, only Credit Card option

For Hybrid SKUs with

value greater than

$50K, Direct Debit

method will be enabled

and selected by default.

Credit Card &

Check/Wire Transfer

options will be disabled

(greyed out).

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Changing Payment Methods in Subscription UI

Log into CCE to

view subscription

Search by

Subscription ID

Click on View

Details to access

the subscription

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Changing Payment Methods in Subscription UI

Click on Manage

Payment Details

tab and click on

Change Payment

Method

Select Direct

Debit and click

on Change.

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Changing Payment Methods in Subscription UI

Select from My

Saved Accounts,

or click at

bottom to add

new account

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Order with Open/Past Due Invoice

One-Time Payment

Orders with open or past due

invoices resulting from a

transactional error require a one-

time payment to correct.

To make a one-time direct debit

payment, follow these steps:

Click on the Invoice tab and

search by either Customer

Name, Invoice Number, PO

Number, Subscription ID, or

Web Order ID.

Enter the payment

amount in Amount to Pay

field.

To view the invoice details,

click on the Invoice hyperlink

(see steps 4-8).

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Order with Open/Past Due Invoice

One-Time Payment

Check the invoice

status (status will show

as PAST DUE)

Select Direct Debit

option

Select existing account

or click + to add new

account

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Order with Open/Past Due Invoice

One-Time Payment

Confirm payment by

clicking Proceed

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Order with Open/Past Due Invoice

One-Time Payment

System will display a

message to confirm

payment:

“Payment has been

sent for processing.

It may take a few

hours to reflect this

in your account.”

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Global Banking Remit

Customers newly onboarded to CCE should take the

following actions

1. Update Cisco Webex, LLC banking remit to Cisco

Systems, Inc.

2. To see the new remit to information, you may

download your most recent invoice on CCE.

3. Please ensure you submit your payments to now

Cisco Systems, Inc. The excel file below includes

payment remittance information by

region/location.

4. Please update as soon as you onboard to prevent

late payments. The spreadsheet below list Bank

Remittance details:

New Banking Remittance

View and Manage All Notifications

Overview

Notification emails will be issued for the following notifications:

A quote being ready for review - which is sent to the Primary Business Contact and Primary Billing Contact and carbon

copied to the Quote Creator, Quote Submitter and Additional Receipts.

Quote acceptance reminders to the customer, which is sent to the Primary Business Contact and Primary Billing Contact

and carbon copied to the Quote Creator. These reminders are automatically triggered at 14 days, 7 days, and 2 days prior

to expiration.

A quote that is expiring now, which is sent to the Primary Business Contact and Primary Billing Contact and carbon

copied to the Quote Creator. This is automatically triggered when the quote expires.

When a customer accepts a quote and places the order, which is sent to the Primary Business Contact and the Primary

Billing Contact and carbon copied to the Quote Creator, Quote Submitter, and Additional Recipients.

When a customer declines a quote, which will be sent to the Quote Creator and Quote Submitter

Create a Dispute

5.The required details are needed to

Create a Dispute.

6. Please complete the * to include the

Invoice#, SubID, User info, Dispute

Amount, and select the line item you are

disputing.

7. Click Submit.

5

6

7

Suspended, Restored and Terminated Notifications

In the unlikely event that an

account has overdue invoices,

your account will receive

Suspend, Terminate and Restore

notifications based on the

current activity and status of

your account.

To avoid suspension and

ultimately termination, please

use the link in the email

notification you receive to

complete payment.

Suspended, Restored and Terminated Notifications

Notifications will be sent:

• Late Notification - 10 Day Past Due Notification

• Late Notification - 25 Day Past Due Notification

• Pre-suspension – 45 Day Past Due Notification

• Suspension Notification

• 60 days

• Termination Notification

• 75 days

• If payment received prior to termination, an automated

resumption notification will be sent to customer

SRT Policy: Communication Process

Attributes Automated Communication Process

Email Communication

Email notification regarding delinquent payment status:

•

At 10 days past due, customer will be alerted that payment is past due

•

At 25 days past due customer will be alerted of payment is still past due

•

At 45 days past due customer will be sent Pre-suspension notification

Suspension Notification

Email notification will

be sent to the customer when suspension occurs.

Termination Notification

Email will be sent to the customer when service is terminated

$

Payment Received

When Payment is received: Services are resumed and notification to customer sent

Payment

Due Date

Suspension

10 Days

Past Due

75 Days Past Due

Termination

*Payment Due Date can vary based on Invoice

25 Days

Past Due

60 Days Past Due

10 Day Past Due

Notification

25 Day Past Due

Notification

Suspension

Notification

Termination

Notification

$

Payment Received

45 Day

Notification Pre-

Suspension

45 Days

Past Due

Modify Subscription

Overview

Customers have been enabled to modify their auto-renew settings within Subscription UI no less than 30

days from the subscription end of term. To learn more, review the Managing Auto-Renewal for

Subscriptions section of this guide. Note: For CCE subscriptions that have a monthly cost of $0, the

customer will not be able to turn auto-renew ON via the Subscription UI. Instead, they will have to work

with iSales to have auto-renew turned ON.

In case you would like to modify your subscription in already placed order please contact your Cisco

Sales Representative and s/he will be able to assist.

Customers do not have the capability to modify an order, after order submission.

Managing Auto Renewal for

Subscriptions

• When turning auto-renew OFF via the Subscription UI, it must be completed no less than 30

days from the end of term.

• Turning Auto-Renew OFF cannot be completed less than 30 days from the end of term. If it’s

less than 30 days from the end of term, Customers should open a case in Customer Service Hub

and an end of term cancellation will be completed and require Sales and Commercial Finance

approval.

• When turning auto-renew OFF via Subscription UI, the user must select a reason code for

turning auto-renew OFF.

• Turning auto-renew OFF will not require approval from Sales or Commercial Finance when done

no less than 30 days from the end of term.

Considerations when turning auto-renew OFF via Subscription UI:

Turn OFF Auto-Renew

via Subscription UI

Turn OFF Auto-Renew

via Subscription UI

From Subscriptions tab,

scroll and search for

subscription, or do search

by value to select

subscription.

Under the new tab,

Manage Subscription, the

Manage Auto-Renewal

button will be shown,

when applicable.

1

When clicking on Manage Auto-Renew the system will

either disable or enable auto-renew based on the current

setting.

The subscription must be in active status for the Manage

Auto Renewal button to be enabled.

1

2

1

When turning auto-renew off, the

user must select the required

Primary Reason Code and if

applicable, required Secondary

Reason Code and Additional

Comments. Then click Submit.

If the auto-renew turn off request can’t be processed an

appropriate error message will show and inform the user

as to why.

Turn OFF Auto-Renew

via Subscription UI

3

• When turning auto-renew ON via the Subscription UI, it must be completed no less than 30 days from the end

of term.

• Turning Auto-Renew ON cannot be completed less than 30 days from the end of term. If it’s less than 30 days

from the end of term, Customers should complete a manual renewal prior to the end date.

• When turning auto-renew ON via Subscription UI, the user will have to select the renewal term from the

available terms in the drop list provided. The available terms provided for the user to select will include all the

standard renewal terms as set up for that offer as well as the last approved renewal term for the subscription.

• Turning auto-renew ON will not require approval from Sales or Commercial Finance when done no less than 30

days from the end of term.

• For CCE subscriptions that have a monthly cost of $0, the customer will not be able to turn auto-renew ON via

the Subscription UI. Instead, they will have to work with iSales to have auto-renew turned ON.

• Renewing a Subscription after Auto-renew is turned OFF requires support from a Cisco Sales representative.

• Upon expiration, the manual renewal of a subscription will require support from a Cisco Sales representative.

Considerations when turning auto-renew ON via Subscription UI:

Turn ON Auto-Renew

via Subscription UI

Turn ON Auto-Renew

via Subscription UI

From Subscriptions tab,

scroll and search for

subscription, or do search

by value to select

subscription.

Under the new tab,

Manage Subscription, the

Manage Auto-Renewal

button will be shown,

when applicable.

1

When clicking on Manage Auto-Renew the system will

either disable or enable auto-renew based on the current

setting.

The subscription must be in active status for the Manage

Auto Renewal button to be enabled.

1

2

1

When turning auto-renew on, the

user must select the renewal term

from the available terms in the drop

list provided and then click Submit.

If the auto-renew turn on request can’t be processed an

appropriate error message will show and inform the user

as to why.

The available terms provided for the user to select will

include all the standard renewal terms as set up for that

offer as well as the last approved renewal term for the

subscription.

Turn ON Auto-Renew

via Subscription UI

3

Viewing Auto Renewal Changes from the History Tab

Turning Auto Renew On and Off will

show as a transaction in the History tab

from Subscription UI under the

Subscription tab

Users can click on the expand icon to

see more details like the current Auto-

Renewal Term setting and information

like reason codes.

When Auto-Renew change is done from Sub UI it will have a

Transaction ID and the Transaction Type will either be Auto

Renew Disabled or Auto Renewal Enabled. When Auto-Renew

change is done by Cisco internal user through Change

Subscription flow it will have Web Order ID and a Transaction

Type of Subscription Modified.

Auto Renew disabled from Subscription UI will show as Auto Renew Disabled Transaction type, have a

Transaction ID, and show the entered Reason Codes when expanded to show more details.

Auto Renew enabled from Subscription UI will show as Auto Renew Enabled Transaction type, have a

Transaction ID, and show the renewal term and date.

1

2

1

2

Viewing Auto Renewal Changes from the History Tab

If a Cisco internal user has turned Auto Renew ON

via Subscription Modify on behalf of the

customer, it will show as a Subscription Modified

transaction with a Web Order ID and capture the

Renewal term as well as the renewal date.

If a Cisco internal user has turned Auto Renew

OFF via Subscription Modify on behalf of the

customer, it will show as a Subscription Modified

transaction with a Web Order ID and capture the

Auto Renewal term as No Auto Renewal. To view

the reason codes for turning Auto Renew Off,

hover over the information icon next to No Auto

Renewal.

Auto Renewal Change Report

The report columns include:

• Account Type

• Offer Name

• Sub ID

• Status

• Subscription Start Date

• Subscription End Date

• Initial Terms

• Auto Renewal Flag

• Due for Renewal

• Billing Model

• Monthly Cost/MRR

• PO Number

• CSM

• Customer Success Manager Email

• Sales Owner

• Sales Owner Email

• Partner Success Manager

• Partner Success Manager Email

• Bill To ID

• Bill To Customer Name

• End Customer Name

• Reseller Name

• Deal Id

• Web Order ID

• Order Type

• Auto Renewal Flag

• Automatically Renews for

• Reason Code Tier 1

• Reason Code Tier 2

• Additional Comment

• Initiated By

The Auto Renewal Change Report is a downloadable report to view the current auto renewal status on the subscription(s) based on a

selected date range entered by the user. The report will include the current Auto Renewal status based on changes initiated from SUB UI

as well as Auto Renewal changes initiated from Change Modify & Manual Renewal orders from change subscription flow for CCE.

Note: The Auto Renewal Change Report is accessible to Direct Customer with Billing contact and Business contact of the CCE Subscriptions.

Auto Renewal Change Report

Breakdown of the Report Columns

Column Name

Column Description

Account Type

Annuity/ Cisco Commerce Express

Offer Name

Sub ID

Status

Status of subscription (Active, Cancelled,

etc

)

Subscription Start Date

Subscription End Date

Initial Terms

Auto Renewal Flag

Due for Renewal

Billing Model

Monthly Cost/MRR

PO Number

CSM

Customer Success Manager

Customer Success

Manager Email

Customer Success Manager Email

Sales Owner

Sales Owner Email

Column Name

Column Description

Partner Success Manager

Email

Partner Success Manager Email

Bill To ID

Bill To Customer Name

End Customer Name

Reseller Name

Deal Id

Web Order ID

Order Type

Type of order (Modify, Replace, Renew,

etc)

Auto Renewal Flag

Auto Renewal Flag of SUB at the time of export (will

always reflect AR change completed)

Automatically Renews for

Reason Code Tier 1

Reason Code Tier 2

Additional Comment

Initiated By

User Id of person who initiated the AR change

Auto Renewal Change Report

From the Subscriptions tab,

apply any available search and

filter criteria to narrow down

the subscriptions of interest

before generating report.

Select Auto Renewal Change

Report from the Generate

Report menu option.

In the pop up, enter the Date

Range, select the File Type

format, and click Export.

The AR Change Report will only generate when there is less

than 10,000 SUBID from Landing page. Therefore, use the

filters to narrow the results.

The user entered date range cannot be greater than one (1)

month.

1

2

3

Why Turn OFF Auto

Renewal:

• The following slides call out

AR scenarios where direct

customers may choose to turn

off auto renew

• End of Sale/End of

Life PIDs

• List Price Change 90

Days Before

Renewal

Why Turn OFF Auto-Renew: End of Sale/End of Life PIDs at Auto Renewal Notifications

Scenario: AR End Date beyond LDOS/EOL

date and no replacement PID is setup

Auto Renewal will be turned off for the entire

subscription automatically and this notification will

be sent to the customer 90/60/35 days before the

end of term.

Scenario: AR End Date beyond LDOS/EOL

date & replacement PID is set up in CCW

EOS PID will be removed and replaced with the

replacement PID. The list price will use the price of

the new replacement PID (in most cases Cisco

maintains the same list price for the replacement

PIDs). A notification will be sent to the customer

informing them and asking if they want to opt out

of auto-renew or proceed with the replaced PID

and new price.

Scenario: AR End Date beyond LDOS/EOL

date & replacement PID is set up in CCE

EOS PID will be removed and replaced with the

replacement PID. The list price will use the price of

the new replacement PID (in most cases Cisco

maintains the same list price for the replacement

PIDs). A notification will be sent to the customer

informing them and asking if they want to opt out

of auto-renew or proceed with the replaced PID

and new price.

Why Turn OFF Auto-Renew: List Price Changes at Auto Renewal Notification

Scenario: List Price changed 90 days

before Auto Renewal

If the List price has changed 90 days

before auto renewal, we would apply the

changed List Price during the Auto

renewal. Notifications are sent to the

customer to inform them of this change

and ask if they want to opt out of Auto

Renew or accept the new price. The

notification is the standard auto renewal

notification with additional messaging on

the price change.

Cancel a Subscription

Subscription Cancellations

Cancellation Requests

• Effective September 13, 2020 - For mid-term and/or end of term cancellations for all CCE subscriptions, Customers should

create a case through Customer Service Hub (CSH). When less than 30 days from the end of term date, Customers can request

an exception handling of their renewal via Customer Service Hub cancellation case to prevent the subscription from auto-

renewing. To learn how to submit a cancellation request case via CSH, follow the steps in the next few slides.

• Effective September 13, 2020 - If a Customer wants to turn auto-renew off, they have been enabled to turn auto-renew off

themselves through Subscription UI in CCE. Turning auto-renew off must be done no less than 30 days from the end of term.

Review the Managing Auto Renewal for Subscriptions section of this guide to learn how to turn auto-renew off. If it’s less than

30 days from the end of term, Customers can request an exception handling of their renewal via Customer Service Hub

cancellation case to prevent the subscription from auto-renewing.

• Effective September 13, 2020 - If a Customer has already created a case within the last 30 days from the end of term to stop

auto renewal and then changes their mind, the customer can either (1) reopen the initial case if it exists and is not closed or

(2) they can open a new CSH cancellation case, and select Withdraw cancellation request – unable to turn ON Auto renewal

as the Request Type.

• *Note: withdrawing a cancellation must be done prior to the cancellation transaction date

Note: Cisco will complete their action on the case by 15 business days for mid-term cancels and 7 business days for end of term

cancel that were raised less than 30 days from end date for auto-renewal exception handling cases.

Subscription Cancellations

Cancellation Request

To request a mid term or end of

term subscription cancellation

request for any CCE subscriptions,

go to Customer Service Hub to

initiate a cancellation request case.

Enter the word Cancel Webex

Subscription in the search bar and

click the search magnifying glass

icon.

Note: If you are wanting to turn auto-renew off, this can be done no less than 30

days from the end of term. Customers have been enabled to turn auto-renew off

themselves in CCE Subscription UI. Review the Managing Auto Renewal for

Subscriptions section of this guide to learn how.

If you are less than 30 days from the end of term, then open a case following

these instructions to request an exception handling for their renewal via

Customer Service Hub to prevent the subscription from auto-renewing.

1

2

Subscription Cancellations

Cancellation Request

Click on Open a Case under Cancel

Webex Subscription.

Answer if you are creating the case

on behalf of someone else. Then

click Next.

Note: If you are creating the case on behalf of someone else,

you will be prompted to provide the CCO ID of the person.

3

4

3

4

Subscription Cancellations

Cancellation Request

Under Case Title, submit a title for your case (e.g.

Cancel SubXXXXXX)

From the Transaction Type dropdown, select CCE

Select a Reason Code from the dropdown list

Select a Request Type from the dropdown list

• Choose Terminate service last day of contract

term – unable to turn OFF auto renewal if it’s

within 30 days of the end of term and you can no

longer turn auto-renew off yourself via the

Subscription UI

• Choose Terminate service on effective date if you

are requesting a mid-term cancel and want it to

occur on the selected Requested Effective Date

• Choose Withdraw cancellation request – unable

to turn ON Auto renewal if you have already

opened a cancellation case within 30 days of the

end of term date and have changed your mind and

wish for the subscription to renew and not cancel.

5

6

5

6

7

8

Subscription Cancellations

Cancellation Request

Complete all required fields, including

Subscription ID, Transaction Type, Reason for

Cancellation, Start Date, Request Type,

Federal/Non-Federal, and any Comments.

• Please Note: All mid-term and end-of-term

cancellations are exceptions and approval is

NOT guaranteed. Please provide a reason for

your cancellation, specify if you are requesting

an end-of-term or mid-term cancellation, and

allow sufficient time for approvals to be

completed. If approval is delayed beyond

Requested Cancellation Date, subscription will

continue to be active, and customer may incur

charges beyond Requested Cancellation Date.

Note: If a Customer has already created a case within the last 30 days from the end of term to stop

auto renewal and then changes their mind, the customer can either (1) reopen the initial case if it

exists and is not closed or (2) they can open a new CSH cancellation case, and select Withdraw

cancellation request – unable to turn ON Auto renewal as the Request Type.

*Note: withdrawing a cancellation must be done prior to the cancellation transaction date

9

Subscription Cancellations

Cancellation Request

Under Optional Information, you

can add a Subject, attach any

Attachment files to the cancellation

request, and/or add Email

addresses to receive a copy of

request.

Once done completing all required

and optional fields, click Next.

10

11

10

11

Subscription Cancellations

Cancellation Request

Review the information you

entered. Click Edit Info if there are

any changes you need to make to

the request. Once all information is

accurate and correct, click Create

Case.

12

117

Returns must be initiated in Customer Service Hub

Hardware Shipment & Returns

1. Open a case at Customer Service Hub

2. Search ‘CCE’ > Click "Open a case" under Cisco Commerce Express (CCE) Quoting

Tool Support.

3. Select "Agency Shipment Support"

Shipping Speed Order to Ship Shipment Transit Time From Order to Arrival

Standard Shipping

4

Business days

6

Business days

10

Business days

Hardware Shipment

Create a Dispute

1. Go to Invoices Tab under My

Invoice

2. You can search by for Invoice

3. Click the 3 vertical dots,

4. and select Create a Dispute.

Note: You can search by

disputes or click the SAF

Numbers which provide

details/notes of dispute.

1

2

3

4

Manage Invoices

8. Review Dispute Details

Please Note: This is a self

service view. Customers can

review status of dispute and

Dispute amount.

Review Invoice Disputes

8

9. Click Invoices

10. Click Invoice Number link on left

11. Click Download as PDF to review the Invoice

12. Message notification(s) will be highlighted at the

header and footer of the page for accounts where auto-

payments are turned on.

Note: Invoice will always show total amount and be paid on

the transaction date.

Review Your Invoices

9

10

12

11

1231231

Customers may download their

invoice on the same day of creation,

after 16:00 (4:00 PM PST). A

notification will prompt informing

customers when the invoice is being

prepared.

13. If a promotion is applied to the subscription for

that month, it will show as part of the PA Program

Discount value. The Extended Amount for the line

will reflect the promotional credit.

14. Once the promotion expires, it will fall off the

subscription and no longer show in the PA Program

Discount value.

Note: near the bottom of the invoice the Extended

Amount calculation formula is provided for clarity.

Review Your Invoices

13

14

15. On your invoice, the VAT/GST or TAX ID will

be located in two places.

This includes on the top right and mid-left of

invoices.

Review VAT/GST/TAX ID

15

Customers who require a Form W-9

(Request for Taxpayer Identification

Number and Certification) You can

download the form here.

Italy E-Invoice

For Customers with a Bill To address in Italy.

1. Open Quote > Select Address and

Contacts

2. When Bill-To is in Italy, we need to add an

e-invoice number.

a) Invoice number will default to

seven 0’s (0000000).

b) The customer must provide the

PEC code (Posta Elettronica

Certificata).

3. PEC email is required and will be provided

by the customer from Italy’s government.

a) This e-invoice will send to PEC

Email.

External Customer View

Italy e-Invoicing

14

For Customers with a Bill To and Service To address

in Italy, you can now Download an Invoice.

14. From the Invoices tab select the invoice you

would like to view.

15. On the upper right click to Download Invoice

16. Select format: PDF File or CSV File.

15

16

CSV File Example

Support

How do I get help with Cisco Commerce Express (CCE)

• Open a case at Customer Service Hub

• Search 'CCE'

• Click "Open case" under Cisco Commerce Express (CCE) Quoting Tool Support

How do I get help with new or existing quotes to provision an order from Cisco Commerce Express (CCE)?

• If you are working with a Cisco Sales Agent, their contact information is listed at the bottom of the email from Cisco

How do I get help with returns and replacements in Cisco Commerce Express?

• Open a case at Customer Service Hub

• Search ‘CCE’ > Click "Open a case" under Cisco Commerce Express (CCE) Quoting Tool Support.

• Select " "Agency Shipment Support"

Support

For Exchanging a device placed on Cisco Commerce Express (CCE):

•Open a case at Customer Service Hub

•Search ‘CCE’ > Click "Open a case" under Cisco Commerce Express (CCE) Quoting Tool Support.

•Select "Agency Shipment Support".

How do I get help with order status, changes or cancellations in Cisco Commerce Express (CCE)?

For Status:

•Open a case at Customer Service Hub

•Search 'CCE' > Click "Open a case" under Cisco Commerce Express (CCE) Quoting Tool Support.

•Select "Agency Order Support". and follow the steps to open a case

For Changes/Cancellations:

•Open a case at Customer Service Hub

•Search 'CCE' > Click "Open a case" under Cisco Commerce Express (CCE) Quoting Tool Support.

•Select "Changes/Cancellations" and follow the steps to open a case

© 2017  Cisco and/or its affiliates. All rights reserved.   Cisco Confidential
Support
Get help logging in to CCE here
Submit a Dispute here
BILLING & COLLECTIONS
• AMERICAS: [email protected] or us02_cce@external.cisco.com or [email protected] or us04_cce@external.cisco.com
or [email protected]
• EMEAR: cce[email protected] or [email protected]co.com
• ASIA: [email protected] or [email protected] or [email protected]
• JAPAN: [email protected]
• INDIA: [email protected]
• ANZ: [email protected]

1. Cisco Commerce Express Help Center

Visit the Cisco Commerce Express Help Center to Learn More about CCE, Review FAQ’s, and Get Help & Support.

http://cs.co/CiscoCommerceExpressHelpCenter

2. Log into Cisco Commerce Express

https://ccwdir.cloudapps.cisco.com/ccwdir/dashboard/quotes

3. Cisco Commerce Express - Customer Guide

https://www.cisco.com/E-Learning/gbo-

ccw/cdc_bulk/Cisco_Commerce_Express/Cisco_Commerce_Express_Customer_Guide.pdf

Resources

© 2017  Cisco and/or its affiliates. All rights reserved.   Cisco Confidential
Version Updates
Q4F19 Release - - June 9, 2019 
Auto Reflect credit card payments Credit card master data, when updated will auto reflect on that payment for all orders and subscriptions set.
Italy e-invoicing Invoicing will be available electronically for compliance standards. E-Invoicing will require a code to receive via email. 
Auto payments & Remaining Balance  Reminder to pay all remaining balance should be handled at the time of setting up Auto Payments to ensure timely payments. 
Invoice Download   Customers may download invoices in the next 12 hours or, after 4:00pm PST
Suspend, Resume, Terminate notification Notifications will be sent to customers starting from 10-45 days past due.
CCE Credit card availability   CCE and Credit card availability is now available to: Bolivia, British Virgin Islands, Cayman Islands,
Honduras, Nicaragua, Paraguay, US Virgin Islands, Barbados, Bermuda, Aruba
Amex to Australia Amex in Australia can be used as payment on CCE. 
Help Center on Webex.com View the FAQs, Support, and Resources here 
Q1F20 Release - - September 6, 2019
PO Update PO Field Updateable for internal and external users
CCE Help CCE Help Button on Dashboard

© 2017  Cisco and/or its affiliates. All rights reserved.   Cisco Confidential
Version Updates
Q1F20 Release - - September 6, 2019
Place Order Highlight Place Order Button highlighted for customers
Credit Card, Autopay & Enhancement   Credit Card Auto Pay and Current Account Balance Enhancements
Invoice notification Invoice Messaging for Invoice being prepared
Q1F20 Release - - October 6, 2019
Credit Cards  CCE - Notification Enhancement for Autopay screen
(Improve Autopay experience)
Simplification Enhancements Visibility of place order button(Pop-up warning message)
Support contact directly displayed to CCE tool
Invoice notification for download in 12 hours  
Additional Update Reviewing Quote in CCE Dashboard
Manage PO (instruction update)
Country Availability List 
Q2.1 Release - - November 19, 2019
Email Notification
Notification made when customer makes a cc payment and one time payment
Support Links
Support links to Support & Help on CCE Landing page

© 2017  Cisco and/or its affiliates. All rights reserved.   Cisco Confidential
Version Updates
Q4F20 Release - - June 21, 2020
Viewing Promotions on a Quote Viewing Promotions and Financial Summary details on quotes
Viewing Promotions on Review page of 
Quote
Viewing Promotions and Financial Summary details on Review page of quote
Reviewing Invoices with and without 
Promotions
Reviewing Invoices when a promotion is applied and when a promotion falls off
Q1FY21 Release - - August 16, 2020
Tax Exemption Certificates Cisco Webex LLC agency model was decommissioned and no longer needed. Tropo LLC agency model was replaced by Broadsoft Adaption 
LLC.
Manage Subscriptions Provide additional clarification on who and how to update Primary Billing Contacts as well as billing address
Viewing Promotional Discount on Invoice 
in CCE
Viewing Promotional discounts at the line level on Invoices
Q1FY21 Release - - September 13, 2020
Managing Auto Renewals for 
Subscriptions
Customer enabled to manage Auto Renewal settings in Subscription UI and see updated in History tab as well as run the Auto Renewal 
Change Report
Cancel a Subscription How to create a case in Customer Service Hub to Cancel a Subscription
Q2FY21 Release - - November 8, 2020
Managing Auto Renewals for 
Subscriptions
Update to how Customers can view Auto Renewal changes from History tab in Subscription UI
Q2FY21 Release - - August 2021
Returns for Hardware Hardware order shipment delivery. Hardware return for customers will be placed in Customer Service Hub
Support Resources Support resources updated for customers (slide 112-114)
Tax Tools Update Tax options, tax tools, Display & Agreement for customers (slide 35-37), Bank Remittance

Version Updates

Q4F22 Release - - May 8, 2022

Direct Debit Direct Debit Payment

New section for Direct Debit payment instructions

Tax Exemption Tax Exemption

New bullet re: best practice for entering details in field for the description of items that qualify for exemption.

Q2FY23 - - January 10, 2023

Subscription Cancellations Subscription Cancellations Cancellation Request

Updated language to emphasize that approvals are required but not guaranteed for all mid-term and end-of-term cancellations.

Docusign

Tax Display & Agreement

Removed slides with all Docusign steps, which are no longer required (previously slides 38-41).

Tax Exemption

Added list of states where Broadsoft Adaption LLC is registered to collect taxes.

Q3FY23 - - February 1, 2023

Subscription Cancellations Subscription Cancellations Cancellation Request

Updated language to emphasize that approvals are required but not guaranteed for all mid-term and end-of-term cancellations.

Subscription Cancellations

Subscription Cancellations Canellation Request

Updated screenshot for CS Hub that includes new Cancel Webex Subscription labels and options.

Version Updates

Q3FY23 - - March 9, 2023

Create and Manage a Quote Create a Cisco.com Account (CCO ID)

Updated broken links for Register page and CCE dashboard

Q3FY23 - - April 5, 2023

Subscription Cancellations Subscription Cancellations Cancellation Request

111 – 113 Updated screenshots for cancellations.

Q2FY24 – February 7, 2024

Support Support

Updated support aliases for all regions

Country Availability List

Country Name

1. Albania

2. Argentina

3. Aruba

4. Australia

5. Austria

6. Bangladesh

7. Barbados

8. Bermuda

9. Belarus

10. Belgium

11. Benin

12. Bolivia

13. Bosnia & Herzegovina

14. British Virgin Island

15. Bulgaria

16. Canada

17. Cayman Islands

18. Chile

19. Colombia

20. Congo

21. Costa Rica

22. Croatia

23. Cyprus

24. Czech Republic

25. Denmark

26. Dominican Republic

27. Ecuador

28. Egypt

29. El Salvador

30. Estonia

31. Ethiopia

32. Finland

33. France

34. Germany

35. Ghana

36. Greece

37. Guatemala

38. Guinea

39. Hong Kong

40. Honduras

41. Hungary

42. Iceland

43. India

44. Indonesia

45. Israel

46. Italy

47. Jamaica

48. Japan

49. Kazakhstan

50. Kenya

51. Latvia

52. Lithuania

53. Luxembourg

54. Macedonia

55. Malaysia

56. Malta

57. Mauritius

58. Mexico

59. Moldova

60. Morocco

61. Netherlands

62. Netherlands Antilles

63. New Zealand

64. Nicaragua

65. Nigeria

66. Norway

67. Pakistan

68. Panama

69. Papua New Guinea

70. Paraguay

71. Peru

72. Philippines

73. Poland

74. Portugal

75. Puerto Rico

76. Qatar

77. Romania

78. Saudi Arabia

79. Senegal

80. Serbia

81. Singapore

82. Slovakia

83. Slovenia

84. South Africa

85. Spain

86. Sri Lanka

87. Sweden

88. Switzerland

89. Tanzania

90. Thailand

91. Tunisia

92. Uganda

93. Ukraine

94. United Arab Emirates

95. United Kingdom

96. United States

97. Uruguay

98. US Virgin Islands

99. Venezuela

100.Vietnam

101.Zimbabwe