Overview

Cisco Support Assistant Extension is the first Cisco Secure Development Lifecycle (CSDL) approved extension publically available in the Chrome store. Cisco Support Assistant Extension aims to bring Cisco Support closer to the Cisco product and portals and extend Cisco Technical Assistance Center (TAC) Intellectual Capital directly inside the Cisco product portals to create a frictionless self-support experience for our customers.

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Why do you need Cisco Support Assistant Extension?

Cisco TAC wants to engage our customers where they are, with what they have deployed, and deliver all of our artificial and human intelligence to improve the customer experience with all of our products.

At Cisco TAC, we realize that customers experience friction when answers to solutions are spread apart (search engines, support case manager, guided workflows, cisco.com articles, field notices, in-product Digital Adoption Platforms like WalkMe, Pendo, etc). Surgically inserting the relevant Intellectual capital where it matters, when it matters when the user is navigating through specific sections of the product portal, is one of the core problems Cisco Support AssistantExtension tries to address.

Most importantly, the Cisco Support Assistant Extension brings support closer to Cisco product portals. When signed in via cisco.com authentication, Cisco Support Assistant Extension dynamically understands the context of a supported Cisco Product Portal and brings the ability to upload a file directly to a Service Request (SR) or open a case directly from the product by cross-launching with all relevant files and entitlement parameters to Cisco Support Case Manager (SCM). Case opening and file upload to SR has never been easier and better yet, no upgrades are required in your product to realize this feature. Cisco Support Assistant Extension is all about instant serviceability in the product.

What is TAC Intellectual Capital?

Cisco Technical Assistance Center (TAC) Intellectual Capital (IC) comprises a comprehensive collection of resources developed by Cisco TAC. This collection includes documentation, technical tips, instructional videos, tools, and guided workflows designed to provide self-service support. These resources collectively embody what is referred to as TAC Intellectual Capital.

The deployment of these resources is strategically targeted to enhance user experiences through what Cisco describes as a "frictionless digitized experience." This means injecting the right type of support content via the appropriate channel—be it documentation, product portals, or support cases—based on specific conditions and user needs. This approach ensures that users receive timely and relevant assistance tailored to the context of their inquiries or technical challenges.