Every month, thousands of M365 Administrators turn to Support Central to engage in various self-help options. Support issues can vary in complexity and while sometimes you want to talk to a support agent directly, in other situations it's more convenient to solve the topic independently via articles , diagnostics or other self-help solutions. In one of my previous posts, I explained how administrators can engage with Support Central to run diagnostics for SharePoint and OneDrive. In this update, I want to dive into some of the other capabilities that our team works on within Support Central as well as ask you for your direct feedback and how we can improve our solutions.
Let’s dive into the details…
What is Support Central?
Support Central is the area within the M365 Admin center where administrators go to engage directly with support agents or other self-help solutions. To access this area, simply navigate to Microsoft 365 Admin Center > Support > New Service Request. Once you are in Support Central you will receive self-help solutions based on your specific query as well as have the option to engage directly with agents. These solutions, based on the query you provided, are run through telemetry and machine learning to provide you with the best possible answer. Based on this information, we not only point you to further relevant resources - such as diagnostics, videos, or help articles - but in many cases, we also directly recommend a specific action for you in-line to solve the problem.
Quickly engage with support central via the “New Service Request” button in the M365 Admin Center.
Get solutions specifically catered to your help query based on machine learning. You can see above that one customer is getting assistance with optimizing SharePoint Migration performance while another is running a diagnostic on OneDrive Quota.
Learning from your feedback!
The OneDrive and SharePoint supportability teams are looking for your feedback on the current Support Central experience – What can we change to ensure you as Administrators have the best possible experience and resources when troubleshooting or learning within the product?
Please take a few minutes to complete our survey regarding diagnostics and self-help solutions. Please ensure you are authorized to provide this information and not violating any company policies. Your responses will be kept confidential with restricted access. For more information, see the Microsoft Privacy Statement. If you have questions about this survey, please contact TechCommunity@microsoft.com
Thanks, Sam Larson, Supportability Program Manager - Microsoft