Tutorial / Cram Notes
In Microsoft 365, a service request, often referred to as a support ticket, can be created when you encounter an issue or need assistance with a service that isn’t operating as expected. The service request enables you to get help directly from Microsoft support professionals.
Steps for Creating a Service Request in Microsoft 365
1. Access the Microsoft 365 admin center:
- To create a service request, the first step is to go to the Microsoft 365 admin center.
- This requires admin permissions, so ensure you have the required role, such as Global admin, Helpdesk admin, or Service support admin.
2. Navigate to the support section:
- Once in the admin center, look for the ‘Support’ option in the left-hand navigation.
- Click on ‘New service request’ to initiate the process.
3. Describe the issue:
- You will be prompted to describe your issue or question. Being specific helps the system offer potential solutions or articles that may resolve your problem without further assistance.
- If the provided resources do not resolve the issue, continue to request support.
4. Submit your service request:
- You will be asked to provide contact information and more specific details about the problem.
- After entering all the required information, submit the service request.
Managing Service Requests in Microsoft 365
Once you have submitted a service request, managing and tracking its progress is straightforward.
1. Check the status of your service request:
- Go to the admin center, navigate to the ‘Support’ section, and select ‘View service requests’.
- This page will display a list of open and closed service requests associated with your organization.
2. Update or add information to the service request:
- If you need to provide additional information, or if there have been developments on the issue, you can update the service request.
- Use the ‘Details’ tab inside the specific service request to add comments or upload files.
3. Communicate with Microsoft support:
- The service request will include details on how to communicate with Microsoft support, whether through email, phone, or an online chat feature.
4. Close the service request:
- Once the issue is resolved to your satisfaction, you can close the service request.
- If you believe the problem was not adequately addressed, you can reopen the service request or escalate it.
Escalating a Service Request
If a service request is not resolved in a timely manner or if the solution provided does not meet your needs, you may want to escalate the issue.
- Follow the prompts within the service request to escalate to a higher level of support.
- Escalation procedures generally involve providing more detailed justification for the escalation, and they may result in a more senior support agent or team being assigned to your case.
In conclusion, creating and managing service requests is critical to resolving issues and keeping your Microsoft 365 environment running smoothly. The process is designed to be user-friendly, allowing for communication and tracking throughout the resolution process. Efficient handling of service requests ensures minimal downtime and disruption, ultimately supporting the productivity of your organization.
Practice Test with Explanation
True or False: Service requests in Microsoft 365 can only be created by global administrators.
- A) True
- B) False
Answer: B) False
Explanation: Service requests can be created by users with appropriate permissions, including various administrator roles, not just global administrators.
Which of the following can be used to create a service request in Microsoft 365?
- A) Microsoft 365 admin center
- B) PowerShell
- C) Microsoft Teams
- D) All of the above
Answer: A) Microsoft 365 admin center
Explanation: Service requests are typically created through the Microsoft 365 admin center. PowerShell and Microsoft Teams are not standard methods for creating service requests.
True or False: When you create a service request, you can only contact Microsoft Support via phone.
- A) True
- B) False
Answer: B) False
Explanation: When creating a service request, you can choose to contact Microsoft Support via phone or online, where you can communicate through email or an online chat.
How can you check the status of an existing service request in Microsoft 365?
- A) By calling Microsoft support
- B) In the Microsoft 365 admin center
- C) You cannot check the status; only Microsoft support can
- D) Using the Office 365 Service Health dashboard
Answer: B) In the Microsoft 365 admin center
Explanation: The status of an existing service request can be checked in the Microsoft 365 admin center under the support section where service requests are managed.
True or False: You need to have a paid Microsoft 365 subscription to create a service request.
- A) True
- B) False
Answer: A) True
Explanation: Generally, you must have a paid Microsoft 365 subscription to be able to create a service request. Trial users may have limited support options.
Multiple Select: Which information should you provide when creating a new service request?
- A) The impact level of the issue
- B) Your credit card information
- C) A detailed description of the problem
- D) The number of affected users
Answer: A), C), D)
Explanation: When creating a service request, you should provide the impact level of the issue, a detailed description of the problem, and the number of affected users. Credit card information is not required for support requests.
True or False: Microsoft 365 service requests have a fixed response time for all types of issues.
- A) True
- B) False
Answer: B) False
Explanation: The response time for service requests may vary depending on the severity and impact of the issue being reported.
After submitting a service request, who can you add to keep them informed about updates and communications from Microsoft?
- A) Only managers
- B) Only Microsoft 365 users
- C) Any email address
- D) Only global administrators
Answer: C) Any email address
Explanation: When you submit a service request, you can add any email address to keep individuals informed, even if they are not a user in your Microsoft 365 tenant.
Which support plan is included with Microsoft 365 Business subscriptions?
- A) Premier support
- B) Enhanced support
- C) Standard support
- D) Professional support
Answer: C) Standard support
Explanation: Microsoft 365 Business subscriptions typically come with standard support, which includes general assistance for service-related issues and service requests.
True or False: You can include attachments when creating a service request in the Microsoft 365 admin center.
- A) True
- B) False
Answer: A) True
Explanation: When creating a service request, you can include attachments such as screenshots or logs to provide more context and information about the issue.
What should you do if you have a time-sensitive issue affecting multiple users in your organization and need immediate assistance?
- A) Wait for a scheduled maintenance window
- B) Contact Microsoft support and set the impact level to critical
- C) Post on Microsoft’s community forums
- D) Send an email to the general Microsoft support address
Answer: B) Contact Microsoft support and set the impact level to critical
Explanation: For urgent issues affecting many users, you should contact Microsoft support and indicate that the problem is critical to prioritize the service request.
True or False: It is possible to escalate a service request if you are not satisfied with the current level of support.
- A) True
- B) False
Answer: A) True
Explanation: If you are not satisfied with the response or need further assistance, you can escalate the service request to seek a higher level of support.
Interview Questions
What is a service request in Microsoft 365?
A service request is a support ticket submitted by a Microsoft 365 administrator to get help with a technical issue or question related to their subscription.
How do you create a service request in Microsoft 365?
To create a service request in Microsoft 365, you’ll need to log in to the Microsoft 365 admin center and navigate to the support section. From there, you can select the type of issue you’re experiencing and provide more details about the issue.
Can you manage service requests in the Microsoft 365 admin center?
Yes, you can manage service requests in the Microsoft 365 admin center, where you can view the status of your request, add comments or additional information, and close the request once it’s been resolved.
What is the Microsoft 365 support center?
The Microsoft 365 support center is a comprehensive resource for managing your Microsoft 365 service requests and accessing other support resources.
What are some best practices for managing service requests in Microsoft 365?
Some best practices include providing as much detail as possible about the issue, keeping track of your service request history, and using Microsoft’s self-service resources to resolve common issues.
What types of issues can you submit a service request for in Microsoft 365?
You can submit a service request for a range of issues, including technical issues, billing questions, and account management issues.
Can you track the status of your service request in the Microsoft 365 support center?
Yes, you can track the status of your service request in the Microsoft 365 support center, as well as view updates and add comments to your request.
What is the estimated response time for a service request in Microsoft 365?
The estimated response time for a service request in Microsoft 365 depends on the severity of the issue, but Microsoft aims to respond to all service requests within 24 hours.
What resources are available in the Microsoft 365 support center?
The Microsoft 365 support center provides a range of resources, including knowledge articles, community forums, and self-service tools for resolving common issues.
Can you submit a service request for a non-technical issue in Microsoft 365?
Yes, you can submit a service request for a range of issues, including non-technical issues like billing questions or account management issues.
Can you submit a service request for a custom development request in Microsoft 365?
Yes, you can submit a service request for a custom development request in Microsoft 365, but you’ll need to work with a Microsoft partner or consultant to get this request fulfilled.
Is there a limit to the number of service requests you can submit in Microsoft 365?
There is no limit to the number of service requests you can submit in Microsoft 365, but it’s important to ensure that each request is related to a specific issue or question.
Can you receive support over the phone for Microsoft 365?
Yes, phone support is available for Microsoft 365, but it’s only available for certain subscription plans.
What is the Microsoft FastTrack program?
The Microsoft FastTrack program provides onboarding and migration support for Microsoft 365 customers, including assistance with service requests and other issues.
What should you do if you’re not satisfied with the resolution of a service request in Microsoft 365?
If you’re not satisfied with the resolution of a service request in Microsoft 365, you can escalate the issue to a support manager or file a complaint through the Microsoft 365 admin center.
Great insights on creating and managing service requests in MS-100!
Can someone explain the difference between a service request and an incident in Microsoft 365?
How do you prioritize service requests effectively in Microsoft 365?
Is there an option to automate service request routing in MS-100?
Appreciate the detailed guide!
The blog post could have covered more about integration with third-party tools.
I’m confused about the permissions needed to create service requests in Microsoft 365. Can anyone help?
I found the section on lifecycle management of service requests very helpful, thanks!