Tutorial / Cram Notes
Creating a support request for Microsoft 365 services is an important skill for users who need assistance with their Microsoft 365 subscription or services. When you encounter an issue that you cannot resolve, Microsoft’s support team can help you find a solution. Here’s how to create a support request step by step:
Step 1: Access the Microsoft 365 admin center
To begin, you need to have administrative access to your Microsoft 365 account. Go to the Microsoft 365 admin center at https://admin.microsoft.com/. You must sign in with your work or school account that has admin privileges.
Step 2: Navigate to the support area
Once logged in, locate and select the ‘Support’ option in the left navigation pane (also known as the sidebar). This will expand and show you various options related to support.
Step 3: View service health
Before creating a support request, check the ‘Service health’ page to see if there are any known issues with the Microsoft 365 services that might be affecting your issue. This page will list any ongoing problems, planned maintenance, or any service advisories.
Step 4: Create a new service request
If after checking the ‘Service health’ you determine that your issue is not listed, return to the support section and select ‘New service request’. You may also find an option to ‘Report an issue’.
Step 5: Describe your issue
You will be directed to a page where you can describe the problem you’re facing. Be as specific as possible, including error messages, when the problem started, and the impacted services. It is essential to provide accurate details to ensure the support team can understand and diagnose the problem effectively.
Step 6: Provide additional details
The support system may ask for more information or suggest some troubleshooting steps based on the description you’ve given. Please follow any recommended steps to see if they resolve your issue. If not, provide as much additional information as you can.
Step 7: Review and submit the request
Once all the necessary information has been entered, review all the details of your support request. Ensure that your contact information is correct and determine the preferred method of communication. Then, submit the request.
Step 8: Monitor your support request
After submission, you will receive a confirmation for your support request with a reference number. You can use this to track the progress of your request. Microsoft’s support team will contact you as they work on your issue.
Step 9: Resolution and feedback
When your issue is resolved, or you receive a workaround from Microsoft Support, you will have the opportunity to provide feedback on the support experience. This feedback is valuable for Microsoft to improve their services.
Here’s a simple table summarizing the steps to create a support request for Microsoft 365 services:
| Step | Action |
|---|---|
| Step 1 | Access the Microsoft 365 admin center |
| Step 2 | Navigate to the support area |
| Step 3 | View service health |
| Step 4 | Create a new service request |
| Step 5 | Describe your issue |
| Step 6 | Provide additional details |
| Step 7 | Review and submit the request |
| Step 8 | Monitor your support request |
| Step 9 | Resolve and provide feedback |
Example Issue:
Suppose you’re encountering an issue where users in your organization are unable to access their Outlook inbox. When they attempt to log in, they receive an error message that says, “Cannot display the folder. Microsoft Outlook cannot access the specified folder location.”
To address this, you would go through the steps as detailed, starting with checking ‘Service health’ to see if there’s a known issue with Outlook. If no advisories are affecting Outlook, you proceed to create a new service request and provide the error message, when the issue started, and mention if it’s affecting all users or specific individuals. Microsoft support would then take over, using the information to determine the cause of the issue and provide you with the necessary assistance to resolve it.
Practice Test with Explanation
True/False: You must have a Microsoft 365 admin account to create a support request.
- True
Support requests for Microsoft 365 services generally require you to be signed in with an administrator account to ensure you have the necessary permissions.
Which of the following can be used to create a support request in Microsoft 365? (Select all that apply)
- a) Microsoft 365 admin center
- b) Phone call to Microsoft support
- c) Microsoft Tech Community
- d) Microsoft 365 Service Health dashboard
Answer: a) Microsoft 365 admin center, b) Phone call to Microsoft support
Support requests can be filed through the Microsoft 365 admin center or by calling Microsoft support directly. The Microsoft Tech Community is for discussions and is not a medium to create official support requests, and the Service Health dashboard is for monitoring service status, not for creating support tickets.
True/False: You can create a support request from the Microsoft 365 admin center even if the service is not experiencing an outage.
- True
You are not limited to creating support requests during outages; you can create a request for any issues or help you need with Microsoft 365 services.
Where should you first look for information regarding any potential issues with Microsoft 365 services before creating a support request?
- a) Bing search results
- b) Microsoft 365 Service Health dashboard
- c) Twitter status updates from Microsoft 365 Status
- d) LinkedIn Microsoft Community page
Answer: b) Microsoft 365 Service Health dashboard
The Service Health dashboard provides real-time information about the status of Microsoft 365 services and should be your first stop to check for any known issues before creating a support request.
True/False: When creating a support request, providing detailed information about the issue is not necessary since Microsoft can retrieve all the required details from system logs.
- False
When creating a support request, it’s important to provide detailed information about the issue to help the support team understand and resolve the problem efficiently. Relying solely on system logs may not provide all the context needed for troubleshooting.
True/False: If your issue is related to billing or subscription management, you still need to file a technical support request.
- False
Billing or subscription management issues typically require contacting a different support department specialized in handling these types of inquiries.
What priority level should you assign to a non-critical Microsoft 365 support request?
- a) Low
- b) High
- c) Critical
- d) Do not specify
Answer: a) Low
Non-critical issues can be assigned a low priority level, allowing critical requests to be dealt with more quickly by the support team.
True/False: All support requests for Microsoft 365 services must be made through the admin center.
- False
While the admin center is a common place to create support requests, you can also contact Microsoft support by phone or through other official Microsoft support channels.
What is the recommended initial step before creating a support request for an issue with Microsoft 365 services?
- a) Reboot your computer
- b) Consult the Microsoft 365 documentation and community forums
- c) Call a local IT technician
- d) Ignore the issue for a few days to see if it resolves itself
Answer: b) Consult the Microsoft 365 documentation and community forums
It’s advisable to first check the official Microsoft 365 documentation and community forums for solutions, as the issue you’re experiencing might have already been addressed or discussed there.
True/False: When submitting a support request via the Microsoft 365 admin center, you need to provide your own troubleshooting steps and outcomes.
- True
Providing details about the troubleshooting steps you’ve already taken and their outcomes can help the support team diagnose and resolve the issue more quickly.
Which of the following should you include in a Microsoft 365 support request? (Select all that apply)
- a) A detailed description of the issue
- b) Your credit card information for expedited service
- c) Impact of the issue on your organization
- d) Any error codes or messages you have encountered
Answer: a) A detailed description of the issue, c) Impact of the issue on your organization, d) Any error codes or messages you have encountered
Providing a detailed description, the impact on your organization, and any specific error codes or messages will help support teams understand and address the issue effectively. Credit card information is not required for a support request.
Interview Questions
What is the purpose of the Microsoft Partner Center?
The Microsoft Partner Center is a platform that helps partners manage and support their customers’ Microsoft products and services.
How can partners create a support request for Microsoft 365 services?
Partners can create a support request for Microsoft 365 services through the Partner Center by selecting the customer account, choosing the support option, and then providing details about the issue.
Can partners access Microsoft support on behalf of their customers?
Yes, partners can access Microsoft support on behalf of their customers by submitting a support request through the Partner Center.
What is the difference between partner support and customer support?
Partner support is designed for partners who need assistance with managing their customers’ Microsoft products and services, while customer support is for end-users who need help with their own Microsoft products and services.
What types of support requests can partners submit through the Partner Center?
Partners can submit support requests for a variety of issues, such as technical support, billing and subscription issues, and service requests.
What information should partners provide when creating a support request?
Partners should provide detailed information about the issue, including the product or service affected, the customer’s contact information, and any error messages or troubleshooting steps already taken.
How can partners check the status of a support request?
Partners can check the status of a support request in the Partner Center by navigating to the customer account, selecting the support option, and then viewing the open or resolved cases.
Can partners track their support interactions with Microsoft?
Yes, partners can track their support interactions with Microsoft by viewing the details of each support request and any associated communications.
What is the expected response time for support requests submitted through the Partner Center?
The response time for support requests submitted through the Partner Center varies depending on the severity of the issue, with higher priority requests receiving a faster response.
Are there any additional resources available to partners for managing support requests?
Yes, partners can access the Microsoft Partner Support Community for additional resources and support from other partners and Microsoft experts.
Is there any fee for submitting support requests through the Partner Center?
No, there is no additional fee for submitting support requests through the Partner Center.
How can partners escalate an issue that has not been resolved through standard support channels?
Partners can escalate an issue that has not been resolved through standard support channels by contacting their Partner Development Manager or by submitting a request to the Partner Support Community.
Can partners create and manage support requests for multiple customers from a single location in the Partner Center?
Yes, partners can create and manage support requests for multiple customers from a single location in the Partner Center by selecting the appropriate customer account and support options.
Can partners attach files or screenshots to support requests?
Yes, partners can attach files or screenshots to support requests in order to provide additional context or troubleshooting information.
Are there any limits to the number of support requests that partners can submit through the Partner Center?
There are no explicit limits to the number of support requests that partners can submit through the Partner Center, but partners are encouraged to use the platform responsibly and to only submit requests for legitimate issues.
How can I initiate a support request for Microsoft 365 services?
Is there a way to track the status of my support request?
I appreciate the blog post. Very informative!
Any tips on how to make my support request more effective?
I had an issue with slow responses in my support ticket.
Can I communicate with support via phone instead of email?
How long does it usually take for Microsoft support to respond?
Thanks for the valuable information!