Get Microsoft Dynamics 365 Support in the New Admin Dynamics Support Center

Posted on: July 5, 2018 | By: Craig Thompson | Microsoft Dynamics CRM

Authored by: John Hinchy

Have you been frustrated in the past about a support issue in Microsoft Dynamics CRM? Like any technology, sometimes you run into issues, questions, breaks, or bugs with your software. Microsoft Dynamics 365 platform has always offered a high level of support to their customers and the ability to submit support requests. With the introduction of Microsoft Office 365 support requests can be submitted through the Office 365 Admin Center under Service Requests.

Microsoft Dynamics CRM

Although, because the Admin Center houses all of your organizations Microsoft products (Word, Excel, Sharepoint, Outlook, etc.) the service request goes in as a general high-level Microsoft ticket. When you are submitting a Dynamics 365 ticket, the support team will look at it and then determine it needs to go to the Dynamics 365 team. Once even submitted to this team, it may still need to be re-routed to the appropriate members of that team. For example if you are having an issue with Customizations, it could be picked up first by someone on the Email Configuration team because it is only submitted as a generic ticket. This re-routing can cause delays in getting the correct support.

Now, with the Dynamics 365 Admin Center, administrators can submit Dynamics 365 specific tickets directly to this team. As shown below, this is still showing as preview mode, but I can verify it is working and tickets are being responded to from the Dynamics team.

Microsoft Dynamics CRM

To navigate to the Admin Center click here.

Within the new Admin Center, click New Support Request. This will bring up a screen for inputting details of your ticket. Most importantly, the Topic of your ticket, which is a dropdown with 7 different options, this will allow your ticket to be routed to the correct team after submission.

Microsoft Dynamics CRM

Add the issue summary, description and any screenshots. Put in your Dynamics instance, or if you are submitting on behalf of someone else you can choose my instance is not listed, and manually enter the instance you are creating a ticket for.

Then choose the impact severity level from either Moderate, Severe, or Critical. This is an important change from the Office 365 support window because there is no option to choose the impact level. Then enter you contact info and submit. You should receive notice about the ticket usually within the same day, but I’ve found as recourse you can call Microsoft and inquire about the status of your ticket. The number for North America Dynamics support is 1-800-865-9408.

If you think that a CRM system is your next best step for your business, contact Logan Consulting your Microsoft Dynamics CRM partner of Chicago.

 

 



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