The new AI Assistant for Support feature lets you open a support conversation to chat with an engineer from within the Crosswork Assurance web application.
The assistant gathers initial details about your issue, determines its severity, and then searches through existing user documentation to provide support. If it can't assist you with documentation, it offers to open a case. This will assign a case number and engineer to the issue. You can then request to chat with your Cisco support engineer directly if hands-on help is needed.
From the application, you can also access your thread history, start a new thread, or customize the view.
Getting Started
You will be notified in advance, with instructions on how to register for a support service account, also found on the Cisco support and renewals page, here: Sign-in Registration
Access AI Assistant for Support
You can access this feature from inside the web application by following these steps:
- Sign in to the Crosswork Assurance web application.
- Open AI Assistant for Support by clicking on the widget in the top corner next to your profile icon
Note: If you hover over the icon, you will see Chat with Engineer. - Sign in with your Cisco CCUID when prompted.
NOTE: If you have not yet registered for an account, you can click the Sign-up link, which will bring you to the registration process highlighted above. - You can trigger the responses by saying "hello". The chat will greet you and provide you with the options available, such as:
- Answer questions about the documentation
- Explain Cisco security advisories
- Help you open or manage your TAC cases
- Connect you with an engineer
- Enter your question or issue in the Ask a question field.
Tip: Include the affected component, when the behavior started, and any error messages. - The assistant will then assess the request, determine its severity, search the user docs, and, if necessary, offer to open a support case.
How to Open a Support Case
If you accept the offer from the AI Assistant for Support to open a TAC case, it will create a case number for you and assign it to the correct team to assist you.
Once you have a case number with an engineer assigned, you may begin chatting with the engineer. You will even be notified of the working hours of the engineer you have been assigned.
Important: You do not need to chat with an engineer if you do not want to; you can simply use the chat to open and review your cases. But if you type "I'd like to chat with my engineer." this will connect you directly as soon as your engineer is available.
Troubleshooting
When opening a case to chat with an engineer, it is useful to have the following information:
- A description of the expected behavior and the observed behavior
- Steps to reproduce the issue
- Relevant log files or configuration details
- Screenshots of any error messages
Important Note on Attachments
You cannot attach screenshots or logs in the thread; however, if you click on the case number link, you can add this information inside the Support Case Manager portal. Your engineer can walk you through this as needed.
Track a Request
You can request to see your open cases by typing "Show my cases" into the AI Assistant chat. This opens a list of all cases you have.
Close a Case
You can request case closure through the assistant or through the engineer handling your case. After a case is closed, you may receive a short satisfaction survey.
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