Creating a support request for Microsoft 365 Services is an integral part of managing any issues that might arise while using this suite of tools. The process is not overly complicated, but there are steps to ensure that the request is submitted correctly.
To create a support request for Microsoft 365 services, you need to follow these steps.
Step 1: Login to Office 365 Admin Portal
Before you can begin creating a support request, you need to login to Office 365 Admin portal with an account that has administrative permissions.
Step 2: Navigate to the support section
Once you are logged into your administrative account, you want to locate the “support” section. This is where you will find the option to submit a new support request. Click on “Support” on the left side of the screen, then choose “New service request”.
Step 3: Filling out the request form
The form for creating a new support request will ask for several pieces of information.
- Issue Summary: This is where you provide a concise description of the problem you are experiencing.
- Issue Details: Here, you provide a more detailed explanation of your issue. Try to include the steps you’ve taken and the outcomes of those steps.
- Severity: You are required to rate the severity of the issue, based on options like minimum disruption, work can continue, or work stopped.
- Category: This dropdown menu provides numerous options that best describe the nature of your issue, such as email delivery, user management, or billing.
After filling out this form, click “Next”.
Step 4: Submitting your request
Once all the necessary information is provided, you can submit your request. Microsoft support will then begin working on your issue and updates will be provided through the admin portal.
Here is an example of a filled-out support request:
| Issue Summary | Unable to send emails |
|---|---|
| Issue Details | Despite having a stable internet connection, and restarting the computer, emails are failing to send. |
| Severity | Work can continue |
| Category | Email delivery |
Please remember when you are creating a support request to provide as many details as possible to accurately describe the issue. More information can help the support team diagnose the issue faster.
In essence, creating a support request for Microsoft 365 services requires administrative account access, navigating to the support section, filling out the request form with all the details of your issue, and submitting the request. With these steps, you will be on your way to support and resolution.
Practice Test
True or False: You can create a support request for Microsoft 365 services directly from the Microsoft 365 admin center.
Answer: True
Explanation: The Microsoft 365 admin center provides an interface for creating, managing, and tracking support requests.
The “Need Help?” widget is a tool for ___.
- a) Creating new Microsoft 365 accounts
- b) Managing user permissions
- c) Submitting support tickets
- d) Building custom applications
Answer: c) Submitting support tickets
Explanation: The “Need Help?” widget is a tool that administrators can use to submit support tickets or service requests right from the Microsoft 365 admin center.
True or False: You need to provide your own contact information when creating a support request for Microsoft
Answer: True
Explanation: The support request form asks for your contact information so that Microsoft’s support team can reach you with responses and updates about your issue.
Which of the following details should you include in a Microsoft 365 Support Request?
- a) The impact of the issue
- b) The symptoms of the issue
- c) The steps to reproduce the issue
- d) All of the above
Answer: d) All of the above
Explanation: All these details are crucial for the Microsoft support team to understand, diagnose, and resolve your issue.
True or False: Microsoft 365 support requests can only be submitted by the global admin.
Answer: False
Explanation: While it is true that global admins usually handle support requests, other users with the necessary permissions can also create them.
What is the severity level A in Microsoft 365 support request?
- a) Non-business impacting
- b) Business impacting
- c) Minimal business impact
- d) Critical business impact
Answer: d) Critical business impact
Explanation: Severity A is reserved for situations where the service or functionality is completely down, causing a serious business impact.
True or False: The more information you provide when creating a support request, the better the Microsoft support team can assist you.
Answer: True
Explanation: Providing detailed and accurate information will help the support team understand your issue and bring you to a resolution more quickly.
In the Microsoft 365 admin center, where can support request history be found?
- a) Billing
- b) Users
- c) Support
- d) Teams
Answer: c) Support
Explanation: The “Support” section of the admin center includes a history of all your support requests.
True or False: Microsoft 365 support only operates during standard business hours.
Answer: False
Explanation: Microsoft 365 support is available 24/7 to assist with urgent issues, particularly those that significantly impact your business.
In a Microsoft 365 support request, what does ‘service’ refer to?
- a) A specific Microsoft 365 app or feature
- b) The name of your business
- c) The customer support provided by Microsoft
- d) Your subscription package
Answer: a) A specific Microsoft 365 app or feature
Explanation: In this context, ‘service’ refers to the specific Microsoft 365 app or feature that you’re having trouble with. This could be anything from Outlook to SharePoint.
Interview Questions
What is the first step in creating a support request for Microsoft 365 services?
The first step is to sign in to the Microsoft 365 admin center as an Office 365 administrator.
In the Microsoft 365 admin center, where must you navigate to create a service request?
After signing in, navigate to the “Support” section and click on “New Service Request”.
What type of information should you provide when creating a service request for Microsoft 365?
Provide as much detail as possible about the issue you’re experiencing, including when it started, the impact it’s having, and any error messages.
Should you capture screenshots of the issues you are facing during the process of creating a service request?
Yes, screenshots can provide valuable context and detail to help troubleshoot the issue. They can be attached when creating the support request.
Can you choose the severity of the issue when creating the service request?
Yes, you have the option to choose the severity of the issue. This is important as it informs Microsoft’s support team of the impact of the issue on your business operations.
How can you track the status of your created service request?
You can track the status through the “Service requests” section under “Support” in the Microsoft 365 admin center.
Can you communicate with Microsoft support team directly through the service request?
Yes, you can communicate with Microsoft’s support team through the service request interface in the Microsoft 365 admin center.
What is the role of an access ID and a service Request number in the support request process?
The Access ID and Contract ID are used to validate your access when calling into Microsoft Support for assistance with the Service Request.
What is the importance of categorizing the issue under the right service while creating a support request?
Categorizing the issue under the right service allows the Microsoft support team to recognize the problem area quickly and provide specialized assistance accordingly.
Can you provide additional contacts in your organization during the service request creation process?
Yes, you can add additional contacts from your organization while submitting a support request. It helps Microsoft support team to reach out to the right person for updates or information.
How can you close a support request?
You can close a support request from the “Details” tab in the specific service request page after the issue is resolved.
Who can have access to create a service request in the Microsoft 365 admin center?
A user with an “Office 365” administrator role can create a service request in the Microsoft 365 admin center.
Can more than one service request be open at the same time?
Yes, multiple service requests can be open concurrently.
Is there any cost associated with creating a service request?
No, creating a support request is part of your Microsoft 365 subscription and does not require additional payments.
Can you modify the issue severity level after creating a service request?
Yes, you can change the severity level post creating the service request, in case the business impact has increased or decreased.
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