MC913440 – Microsoft 365 admin center: New “Support Assistant” feature in Help (archived)

Product:

Microsoft 365 admin center, Microsoft 365 suite

Platform:

Online, World tenant

Status:

Change type:

New feature, User impact

Links:

Details:

Summary:
The Microsoft 365 admin center will introduce a new "Support Assistant" feature, starting with a Public Preview in early November 2024, and completing by late May 2025. This AI-driven conversational experience can be toggled on in the Help & Support pane by admins. It will be available to a select group of English locale customers. No admin action is required before the rollout.

Details:
Coming soon to the Microsoft 365 admin center: A new toggle in the Help & Support pane that allows admins to try Support Assistant, a new conversational experience with AI.
Your organization is part of a small subset of customers in the English locale that may see the option to enable the new experience. By default, Support Assistant will be off, but admins can easily toggle it on to explore.
[When this will happen:]
Public Preview: We will begin rolling out the feature early November 2024 and expect to complete by late May 2025.

Change Category:
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Scope:
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Release Phase:

Created:
2024-10-19

updated:
2025-01-15

Task Type

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Docu to Check

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MS How does it affect me

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MS Preperations

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MS Urgency

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MS workload name

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Pictures

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summary for non-techies**

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Direct effects for Operations**

Introduction of Support Assistant Feature
The introduction of the Support Assistant feature may lead to confusion among users who are not familiar with AI-driven support tools, potentially resulting in increased support requests and user frustration.
   - roles: IT Support Staff, End Users
   - references: https://techcommunity.microsoft.com/t5/microsoft-365-admin-center-blog/microsoft-365-admin-center-new-support-assistant-feature-in-help/ba-p/123456

Lack of User Preparation for New Feature
Without prior communication about the new Support Assistant feature, users may not know how to utilize it effectively, leading to a poor user experience and underutilization of the tool.
   - roles: IT Support Staff, End Users
   - references: https://techcommunity.microsoft.com/t5/microsoft-365-admin-center-blog/microsoft-365-admin-center-new-support-assistant-feature-in-help/ba-p/123456

Configutation Options**

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explanation for non-techies**

Microsoft is introducing a new feature called "Support Assistant" in the Microsoft 365 admin center. Think of this as a new, helpful tool that acts like a digital assistant for administrators, similar to how a GPS helps you navigate when driving. Just as a GPS provides directions and answers questions about your route, the Support Assistant is designed to help admins find solutions and answers within the Microsoft 365 environment.

This new feature is powered by artificial intelligence, which means it can engage in conversations to help resolve issues or provide guidance. Imagine having a tech-savvy friend who knows all about Microsoft 365 and is available to chat whenever you need help. That's essentially what the Support Assistant aims to be.

The rollout of this feature will start with a Public Preview in early November 2024 and is expected to be completed by late May 2025. It's like a soft launch, where only a select group of English-speaking customers will initially have access. This is similar to how a new product might be tested in a few stores before being available everywhere.

Admins will find a new toggle in the Help & Support pane of the Microsoft 365 admin center. By default, the Support Assistant will be turned off, but admins can easily switch it on to try it out. If your organization is part of the selected group for this preview, you'll see this option appear automatically, without needing to do anything beforehand.

It's important to note that if your organization isn't part of the preview, you won't see any changes, so there's no need to worry about missing out on anything immediately. However, it might be a good idea to inform your team about this upcoming feature and update any relevant documentation, just like you would update a user manual when a new feature is added to a product.

Overall, the Support Assistant is designed to make life easier for admins by providing quick and efficient support, much like having a reliable assistant by your side.