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Customer Health Check Checklist

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Customer Health Check Checklist One Pager Cisco Public The Umbrella Dashboard The dashboard is the hub of all things Umbrella and keeping tabs on what's going on in the dashboard will help you stay on top of developments in your security environment. Making changes and troubleshooting Success! Now that you've completed the checklist, what's next? Perhaps, you've realized that you are now ready to deploy VAs, need to troubleshoot an issue, or need help adjusting your policies, but you aren't sure where to start. We have plenty of troubleshooting tips and resources that will help answer questions, solve issues that arise, and help you make adjustments that will further optimize your protection. Check message center, note any alerts/warnings • Anything seem odd or unexpected? Any large changes? • Check any yellow or red alerts/warnings - info states are white • New product announcements, webinars - updates to versions or EOS announcements • Look at deployment health — any inactive networks? How many Roaming Clients are active? VAs? Deployment Health – Sites and Active Directory • Any errors? If so, click to expand/check docs Roaming Clients – Roaming Computers • Use the filter settings in the Roaming Client deployments to see which devices have not been syncing • Expectations versus what you're seeing Need advice or help? Contact Support! There is a 2-hour delay in the summary graphs on the Overview page, which will create a drop off at the end. Worried about auto updates? You can set the VA/AD Connector update to be in your off hours. Start with the documentation Knowledge base articles https://support.umbrella.com • Known issues, fixes, and workarounds • Specific help for specific problems Deployment docs https://docs.umbrella.com • Prerequisites and detailed guides on how to setup and use Umbrella Summary Start at the top and look for red • Are there errors? What/where are they? Peek at the policies • Do they match your expectations? Confirm with reporting • What is being allowed? Are the right identities showing up? Troubleshoot and ask for help • Check the docs or reach out to Umbrella Support Keep informed of product updates • Subscribe to our Announcements page to receive email notifications when a new feature or fix is released I've found something I want to improve, what's next? Troubleshooting Tips Drill down on the problem • Is a domain being blocked? • Is it blocked for everyone? • Does it happen only in some cases? • Based on your current policies, is this expected? What error messages are you seeing? • Where are they coming up? • What did you do to trigger them? • Not sure what's happening? Grab screenshots! Overview Page Questions to ask yourself when checking your policies: • When we set these up, what were we looking to accomplish? • What are our goals and expectations now? • Do we have different policies for different groups? • Do we have the content and security filtering we want? Use Reporting to gain visibility • What kinds of security categories are being allowed? Is this acceptable? • What kinds of content categories are being blocked? • Are we seeing the expected distribution of identities? AD Users? Networks? • Check the Admin Audit log for unexpected change Administration + Licensing Overview • Does everyone have the right access for their role? • Questions about renewal dates, seat counts, or how to contact support? • Check the Licensing tab Specifics • Check who has an Account • Any recent employee changes? • Add new accounts where needed • Check who has enabled 2 Factor Authentication • Requirements vs Reality • Do you have your SSO platform integrated? Policies Check Email umbrella-support@cisco.com • Make sure the email comes from a full admin email Open a ticket through the Support Platform in your dashboard Common support tickets: • 2FA Backup codes • Network verifications — if there's a conflict and you can't register it, send us your documentation! If you have Gold or Enhanced support, give us a call! © 2021 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. 01/21

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