Diagnostics for Social Good
Published Jun 09 2021 04:10 PM 24.7K Views
Microsoft

Microsoft 365 - Diagnostics for Social Good.png

*Updates added after the original publication date. 

 

As IT administrators, we all face daily challenges solving problems for our constituents. As we have seen over the last year, the world can use our help. In our small corner of the world, we would like to do our part to give back. When we, as IT admins, use self-help resources to fix issues without opening support cases, we enable Microsoft to repurpose a portion of these savings towards social good.  

 

Therefore, we invite you to join us in our effort to give back to communities in need! The Diagnostics for Social Good campaign is designed to help solve your technical issues while at the same time helping support global communities.   

 
How it Works  
 

IT admins run customer diagnostics in the Microsoft 365 admin center to resolve issues without logging a support request and Microsoft will donate to global non-profits that support COVID-19 relief efforts in India as well as vaccination supplies across the world. (Read more about the Microsoft 365 admin center here.) Learn more about covered scenarios and how to run the diagnostics below:  

  

Why we are focused on Diagnostics for Social Good  
 

We all have an opportunity to change the world. In the technology industry, we are privileged to be able to have a broad impact on millions of people. We know what’s possible and we know that we can contribute to help.  As we introduce our new Diagnostics for Social Good initiative, we want to recognize the opportunity we all have to support others. As we move forward, we are looking for feedback and areas where we can help IT admins keep their technology environment healthy while giving back.  

 

Microsoft has demonstrated a passion for giving to address critical issues facing local communities and abroad. Giving has become part of our culture, and one way we live our mission to empower every person and organization on the planet to achieve more. 

 

Our business practices and policies reflect our commitment to making a positive impact around the globe, and we work continuously to apply the power of technology to earn and sustain the trust of our customers and partners, and the communities in which we live and work.   

 

*October 2021 Update
 

Over the last four months, IT admins have been self-serving more than ever with Microsoft 365 Diagnostics! We have donated to COVID Relief and Vaccine distribution programs and this month, we will continue our donation efforts with a new cause that aims to empower people and transform lives by providing access to affordable or free health care for underserved communities.

 

Diagnostics for Social Good has been such a great success that we plan to continue to run the program until the end of 2021!

Your feedback has helped us make updates to the diagnostics and we would love to hear more from you so we can continue to improve.

 

*January 2022 Update
 

Since October, IT admins have continued to utilize Microsoft 365 Diagnostics to self-serve when troubleshooting issues. We will continue our donation efforts each time a diagnostic helps resolve your issue in this calendar year too.

 

Over the last few months, we have donated to programs supporting underprivileged youth, ending childhood hunger and helping in advanced mathematical knowledge.

 

*April 2022 Update
 

We are excited to announce that Diagnostics for Social Good has been recognized as a 2022 Excellence in Customer Service Award Winner  in the Transformation of the Year category by Business Intelligence Group as well as is being recognized as a 2022 Silver Stevie Award Winner in Thought Leadership in Customer Service category. We are honored to receive such recognitions as a result of our commitment to empowering our customers and broader communities! 

 

We will continue our donation efforts each time a diagnostic helps resolve your issue in this calendar year.

 

*October 2022 Update

 

IT admins continue to self-serve their troubleshooting needs and have run 800,000+ diagnostic executions since January 2022!  We have recently moved our donation efforts to American Red Cross - Hurricane Ian relief where they are focusing on providing safe shelter, meals and comfort for people facing unimaginable destruction from the recent hurricane.

 

We continue to make improvements to our diagnostics and self-help efforts so keep an eye out for new blogs like this one What's new in supportability for Microsoft 365 - Microsoft Tech Community

 

13 Comments
Copper Contributor

I have been unable to talk to anyone about this. 

Microsoft

@carrieswift - It appears that the case you mentioned is currently closed . If you are still having issues you may consider having an administrator try Self-help diagnostics for issues in Exchange Online and Outlook - Exchange | Microsoft Docs OR opening a new support ticket.

 

@RussB1680 - Can you please DM me the details of your issues and id be happy to direct you or assist. 

Copper Contributor

I am getting this message on all email I try to send.

 

Remote Server returned '550 5.7.705 Service unavailable"

Microsoft

@RussB1680  - Thanks for clarifying. I'm no expert in this area, however this message occurs when too much spam or bulk mail has been sent by your organization and we place a block on outgoing mail. Common causes are compromised on-premises servers or compromised admin accounts that have been used to create connectors. Either condition can allow spam to pass through your organization.

 

To remove this block, please open a support ticket and we will get it routed. 

Copper Contributor

How do I open a support ticket?

Microsoft

@RussB1680 

 

As long as you are an administrator on your M365 tenant follow the steps below; 

 

  1. Go to https://admin.microsoft.com.

  2. In the left pane, select Support.

  3. Select New service request.

  4. This activates the “Need help?” pane on the right side of the screen.

     

     

     

Silver Contributor

I understood, in case we solve a problem without opening a case, you will donate , is that correct?

I am wondering, is there any way we could contribute on this, so the self-help is based on contents and I am wondering is there anything we could do in order to improve these contents or let say , the issue might not be fixed and we force to contact support and let say share how to improve the process?

I believe social good should go beyond and have opportunity for the community engagement too.

Microsoft

Hi @Reza_Ameri , Thank you for your valuable feedback, we truly appreciate it. 

 

Your understanding is correct in that we will donate if you are able to fix issues (via our diagnostics) without opening support cases with repurposing a portion of these savings towards social good. 

 

We are also currently working on implementing a feedback mechanism directly into self-help solutions (Content Articles , Diagnostics, etc.) that show up during the support request creation process so you can help us improve these solutions.  I'd also highly recommend using the comment function on Microsoft DOC's troubleshooting articles if you find the information is not helpful. 

Copper Contributor

Привет. Не могу посмотреть письма от общего почтового ящика старше 12 месяцев

Microsoft

Добрый день, @Nurgali_Toigojaev. Пожалуйста проверьте параметры клиента почты. 

 

https://docs.microsoft.com/ru-ru/outlook/troubleshoot/data-files/fewer-emails-in-shared-mailboxes-or...

Silver Contributor

Thank you @Sam Larson for the clarification.

You mentioned about the Microsoft Docs and one issue with the Microsoft Docs, is they are forcing us to create a GitHub account. I normally prefer to use Microsoft Account for all Microsoft related activities and this way I have better control over them rather than creating multiple accounts. I am wondering since Microsoft acquires GitHub , why Microsoft Account is not an option there?

Please share this feedback with the GitHub team to integrate Microsoft Account into the GitHub login, like what they did for the Skype. 

Copper Contributor

If Microsoft wants to avoid service tickets, why not instead, just focus on having good documentation and stable products? Most of our issues are cloud service incidents or failed updates.

My tenant's health dashboard is full of service incidents, the majority of them are due "recent changes" that introduced issues, if there are so many testing rings before they make it to the general public how come there failure rate is so high? just counting "M365 Service Health Notification notifications" for the past week i have 41 emails.

 

Microsoft

@AbrahamVR  - Thank you for your feedback! I can assure your that service reliability is one of M365's top priorities and has been for quite a few years now. We are not only focusing on self help diagnostics but continue to work with our partners in content publishing to ensure that we have the most up to date product documentation and troubleshooting documentation but we can always use improvements and will strive to be better.  

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