MC869930 – New Microsoft Outlook: New Get diagnostics feature for users to submit logs to Microsoft Support during an interaction (archived)

Product:

Exchange, Microsoft 365 admin center, Microsoft 365 Apps, Microsoft 365 for the web, Outlook, Windows

Platform:

Online, Web, World tenant

Status:

Change type:

New feature, User impact

Links:

Details:

Summary:
The new Microsoft Outlook will feature a 'Get diagnostics' option to submit logs to Microsoft Support. Rolling out late August to late September 2024, it will be available in the Help tab and is initially off by default. Admins can enable it using Cloud Policy. No action is required before the rollout.

Details:
Coming soon for new Microsoft Outlook for Windows and the web: A new Get diagnostics feature will allow users to submit logs after they open a ticket with Microsoft Support. To submit diagnostic information to a support agent, users will be able to select Get diagnostics in the Help tab, select Upload logs, copy the Support ID that is generated, and then share the Support ID with the support agent.
[When this will happen:]
General Availability (Worldwide): We will begin rolling out late August 2024 and expect to complete by late September 2024.

Change Category:
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Scope:
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Release Phase:

Created:
2024-08-23

updated:
2024-08-23

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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Pictures

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Direct effects for Operations**

User Confusion
Users may be confused about the new 'Get diagnostics' feature and how to use it, leading to frustration when seeking support.
   - roles: End Users, Support Staff
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Increased Support Tickets
The introduction of the feature may lead to an increase in support tickets as users may not understand the process of submitting logs.
   - roles: Support Staff, IT Administrators
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Data Privacy Concerns
Users may have concerns about the privacy of the logs being submitted, potentially leading to reluctance in using the feature.
   - roles: End Users, Compliance Officers
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Training Needs
There may be a need for additional training for users and support staff to effectively utilize the new feature, impacting productivity.
   - roles: End Users, Support Staff
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Documentation Updates
Existing documentation may require updates to include the new feature, which could lead to inconsistencies if not managed properly.
   - roles: IT Administrators, Documentation Specialists
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy, https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Configutation Options**

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Opportunities**

Improved User Support Experience
The new 'Get diagnostics' feature allows users to submit logs directly to Microsoft Support, enhancing the support experience by streamlining the process of troubleshooting issues. This reduces the time users spend on resolving issues and improves overall satisfaction with IT services.
   - next-steps: Enable the 'Get diagnostics' feature via Cloud Policy for users to access it easily. Provide training or documentation to users on how to utilize this feature effectively.
   - roles: IT Support Staff, End Users, Help Desk Agents
   - references: https://support.microsoft.com/office/contact-support-and-provide-feedback-in-new-outlook-for-windows-4a4bcc80-c71e-4e44-97c1-d0e62452ef4a

Enhanced IT Operational Efficiency
By enabling users to submit diagnostic logs directly, IT support can receive more accurate information about issues, leading to quicker resolutions and reduced back-and-forth communication. This allows IT staff to focus on resolving issues rather than gathering information.
   - next-steps: Monitor the effectiveness of the 'Get diagnostics' feature post-implementation and gather feedback from IT staff on its impact on their workflow. Adjust support processes as necessary to integrate this feature.
   - roles: IT Support Staff, IT Managers, System Administrators
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policy

Reduced Support Ticket Resolution Time
The ability for users to provide diagnostic logs directly can lead to faster resolution of support tickets, as support agents will have immediate access to relevant data. This can improve service levels and reduce the overall workload on IT support teams.
   - next-steps: Analyze support ticket resolution times before and after the implementation of the 'Get diagnostics' feature to measure its impact. Use this data to report on improvements and make further recommendations for support process enhancements.
   - roles: IT Support Staff, IT Managers, Customer Service Managers
   - references: https://learn.microsoft.com/microsoft-365-apps/admin-center/overview-cloud-policysteps-for-creating-a-policy-configuration

Potentional Risks**

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IT Security**

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