Management

November 2022

Services Hub Microsoft Entra ID: New group-add feature available

We are excited to announce the new Microsoft Entra ID Groups functionality. This functionality will allow you to grant Microsoft Entra security group access to Microsoft Services Hub. In addition, it allows you to edit permissions and remove security group access to Microsoft Services Hub. With this feature, you can take advantage of the Unified offering to get all required users into Microsoft Services Hub with simplicity and grant Microsoft Entra security group access easily.

This functionality upgrade includes:

• Ability to grant Microsoft Entra ID security group access within Services Hub
• Control Services Hub permissions at a group level
• Ability to remove Microsoft Entra ID group access from Services Hub
• Manage individual users that need more permissions from an Microsoft Entra Group
• Coming Soon: Ability for Learning Managers to assign courses to an Microsoft Entra Security Group

These are the various permissions for groups:

• Learning
• Customer pulse survey
• Invite users
• Learning manager
• Health
• Customer activity
• View all support cases
• Programs
• Contract details
• Shared files

June 2022

Unify your People, Processes, and Technology to achieve faster innovation at Scale

Identifying and capitalizing on untapped potential in your operations, staff, and IT environment can have an enormous impact on your bottom line, helping you operate more efficiently and react faster to changing market conditions. Microsoft’s Digital and Application Innovation solutions and supporting services from Microsoft Unified Support can help you streamline your DevOps for maximum efficiency, allowing you to accelerate development cycles and shorten your time-to-market.

May 2022

Move from Hindsight to Foresight with Data and AI solutions from Microsoft

Today's businesses succeed or fail on their ability to source, structure, and make use of enormous volumes of data. With the help of Microsoft Data and AI solutions and Microsoft Unified Support, you can operate at the cutting-edge of the data revolution and surface insights critical to your success.

Capture, curate, and make sense of your data like never before with groundbreaking Microsoft Azure Data solutions. Inform crucial decisions with pinpoint predictive power and peer deeper into how your company operates with Azure Stream Analytics and Microsoft Graph. Then take your data one step further with an array of pre-built and custom Microsoft Azure AI offerings that can help you better forecast customer demand, intelligently manage your supply chain, or engage customers using lifelike conversational bots.

The possibilities are limitless, and Unified Support is here to help you maximize the value of your Microsoft Azure solutions with Designated Support Engineering (DSE) offerings for Azure Data, Data Analytics, Azure PaaS, and AI. These targeted engagements partner you with an integrated team of Microsoft experts focused on helping you realize your Data and AI goals, increasing the stability of your deployment, and elevating your IT team's effectiveness.

April 2021

Manage your support more efficiently with the latest updates in Services Hub

Manage your IT health more effectively with the latest features and tools in Services Hub. Discover how these resources can help you optimize the performance of your Microsoft technology, keeping it healthy and free of issues so your business can run more smoothly.

We've made it easier for your team to resolve issues with quicker access to Services Hub and more self-help resources.

Explore how these new enhancements can help you better manage your support.

Easily add users to your Microsoft Entra Directory

We've simplified the process to add single users to your Microsoft Entra Directory tenant. Now you can quickly add users by going to the "Manage Users" page in Services Hub. Allowing for better collaboration and access to Services Hub, all the members from your Microsoft Entra tenant can also add other individuals from the same Microsoft Entra tenant.

Once added, the user will receive a welcome email that takes them directly to Services Hub. Users now no longer need to register and follow set up steps to gain access to Services Hub.

More improvements are on the way! You'll soon be able to add large groups, such as security groups and M365 groups, to the Microsoft Entra tenant, eliminating the need to individually add users and allowing you to assign groups to learning paths.

SQL Server and Developer/Browser issues are now addressed in Virtual Support Agent

You can address even more issues quickly and simply with Virtual Support Agent, our self-service chat experience in Services Hub. Virtual Agent helps Unified Support customers solve their technical problems without the need of a Microsoft Support Engineer to guide you through a variety of product scenarios.

We've just added SQL Server and Developer/Browser scenarios in categories such as Startup and Client Sync errors, giving you additional ways to resolve your top support concerns.

Using Virtual Support Agent is easy. You enter details about the problem you're experiencing, and the bot explains why it's happening and how to resolve it. The agent can also save you time because you no longer need to submit a ticket with Microsoft Support to find a solution.

Try Virtual Support Agent by following these steps:

We're continually adding new product topics and updated features to Virtual Support Agent to ensure we’re addressing your most important technical issues effectively.

The insurance company Aflac Japan turns to Unified Support for help with its workstyle transformation during the COVID-19 pandemic

Agile work style for swift decision-making and response even during crisis; Microsoft Teams providing highly secure communications while teleworking.

Aflac Life Insurance Japan Ltd, which is approaching its 50th anniversary in 2024, promotes digital innovation while embracing agility (with Agile@Aflac) and is redefining itself as a leader in supporting customers "in their daily living." The speedy decision-making essential to Agile@Aflac proved invaluable when domestic cases of COVID-19 began spreading in April 2020, forcing company-wide work-style transformation. During the pandemic, Aflac launched a telework communications environment. The company chose Unified Support and Microsoft Teams to help ensure smooth communications across work units.

The User Department relied on both Microsoft Unified Support—prioritizing enterprise client success—and their Customer Success Manager (CSM). "Not only were technical Q&As swiftly handled as service requests, but Microsoft Japan's specialists—from the Unified Support engineers (CEs) and Customer Success Account Manager (CSAM) to the CSM—were always ready to advise, aiming to ensure Aflac's success," said Shino Ohsumi, Assistant Manager of the User Services Development Section. "The multiple times they helped us confirm Teams' level of security allowed us to give the go sign with confidence."

December 2020

Support that gives you better visibility and more control

You need your business to run as smoothly as possible. That's why it's important to have the ability to proactively address IT incidents before they impact you. Unified Support helps you maintain business continuity with support insights and recommendations that enhance your visibility and help you manage your support.

Learn how we are helping you manage your support so you can solve and prevent issues more efficiently.

Metrics to better manage your support in Services Hub

We heard your feedback! Now, thanks to improved metrics and customizable measurements, you can manage and track your support issues more effectively. The new % Incident Response Met tile lets you see how often Microsoft is meeting your incident response goals. The metrics* are calculated using your support request data over a period of up to 18 months.

With the new Mean Time to Resolution tile, you can keep track of the time it takes to resolve your support incident(s), allowing you to understand the rate your support requests are being handled. These new features were created, thanks to your feedback, so you can better monitor support issues.

Visit the Support Landing Page to view your latest incident resolution trends.

Machine Learning gives you personalized recommendations to better manage your support

Better address support issues by getting valuable insights and services from Services Hub with the help of Machine Learning and Microsoft Support experts. Microsoft has invested in this technology to generate recommendations that help you find the most relevant resources quickly so you can manage your support more easily.

Machine Learning makes sure the recommendations you see in Services Hub are tailored for you. It pulls your latest support case information, identifies its associated products, and recommends related services like workshops and trainings that can reduce the need for reactive support in the future. For example, if you submit a support request about a problem you are experiencing in SharePoint, Machine Learning might recognize they are related to SharePoint configurations and recommend a SharePoint configuration workshop.

The recommendations generated by Machine Learning are curated by the Microsoft Support experts that know you best. They use their deep knowledge of your business and available support services to review and enhance your recommendations. Their insights ensure the recommendations you receive align to your organization's needs and help you with your most pressing challenges.