check before: 2019-03-01
Product:
Microsoft 365 admin center
Platform:
Online, World tenant
Status:
Launched
Change type:
Links:
Details:
Microsoft 365 support is designed to be effective, efficient, and transparent to ensure a high-quality experience. We read every piece of feedback you submit and base our product roadmap on the most requested features. We hope the new support features coming soon to the Microsoft 365 admin center will help reduce time to resolution and improve the overall transparency and effectiveness of the support process. These features include: • Full page ticket history- Review all communications with support directly from the admin center. • Resolution steps- Immediately view service request resolution steps. These details will only show up for service requests that have been created after the new experience has been deployed. • Callback scheduling- Receive support directly from Microsoft on your schedule with the ability to request a call from support at a specific time. Add attachments and notes to your support ticket to provide context. • User defined case severity- Define the severity of your issue (Premier A/B/C and Unified is critical/non-critical) to quickly receive the appropriate level of support. Sev A/Critical is limited to Phone cases as this provides you with the fastest option to address the issue at hand. • Case History export- Export all cases that were created in the past 13 months. • Description character limit increased to 2500 characters- Provide a more detailed description. With this change, the search box will decrease in size as we have now added a larger description box. • Intelligent self-serve solutions- Receive immediate help from an automated assistant and find better solutions with improved search, powered by machine learning. Solutions will keep improving as you use them and will draw from an ever-increasing repository including but not limited to service health dashboard, support articles, and diagnostic wizards. • Updated Service Request view- Visualize where you are at in the life cycle of the service request.
Change Category:
XXXXXXX ...
Scope:
XXXXXXX ...
Release Phase:
General Availability
Created:
2019-02-19
updated:
2020-01-24
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Last updated 3 years ago ago
