Cisco CCW R Quoting and Serial Number Validation FAQ CRM

Summary:

This article explains why Cisco serial numbers may appear missing or incorrect in CRM and how to use a Cisco CCW-R (Cisco Commerce Workspace - Renewals) quote export to validate serial-number details and ensure accurate communication with resellers.

Table of Contents:

1. What Is CCW-R?

2. Why Don't Serial Numbers Always Display Correctly in CRM?

3. What Should I Do If Serial Numbers Are Missing or Incorrect in CRM?

4. How Do I Export a Quote from CCW-R?

5. Do I Need CCW-R Access to Retrieve These Exports?

Question 1: What Is CCW-R?

Answer: Cisco Commerce Workspace - Renewals (CCW-R) is Cisco's quoting platform for:

• Service contract renewals

• Term-based software subscriptions

• Technical services quotes

CCW-R allows partners to generate detailed quote exports that include serial numbers, configuration information, and quote-related details.

Question 2: Why Don't Serial Numbers Always Display Correctly in CRM?

Answer: CRM primarily uses the Cisco Invoice API to create orders and retrieve product information. For some Cisco quotes, CRM also uses the Cisco Quote API to populate additional details such as:

• Serial numbers

• Contract numbers

Because these APIs organize data differently, serial numbers may occasionally appear missing or mismatched within the CRM product grid.

Question 3: What Should I Do If Serial Numbers Are Missing or Incorrect in CRM?

Answer: If serial numbers do not match or are not displayed correctly in CRM:

• Download the CCW-R Quote Export.

• Include the export when responding to the reseller.

• Use the CCW-R export as the authoritative source for serial-number-level details.

Using the CCW-R export helps ensure accuracy and reduces the risk of incorrect contract updates.

Question 4: How Do I Export a Quote from CCW-R?

Answer: To export a quote from CCW-R:

1. Open the CCW-R quote.

2. Locate and click Export on the right side of the quote header.

3. A pop-up window apears with two options:

   • Standard Report

   • Custom Report

4. In the export window, select Standard Report - All Quote Lines

5. Click Export.  

6. An Excel file (XLSX) is downloaded containing:

   • All line items

   • Serial numbers

   • Instances

   • Product IDs

   • Quote metadata  

7. Attach the exported file when sending quote details to the reseller.

Question 5: Do I Need CCW-R Access to Retrieve These Exports?

Answer: Yes. Only associates with Cisco partner access can generate CCW-R exports.

If you do not have CCW-R access, forward the request to:

• The Cisco vendor manager

• The appropriate sales support associate