Services Hub Releases

Below you will find all the recent Services Hub releases by month for the past twelve months.

September 2021

Support

Case creation updates

  • Users creating cases for GitHub as a product are now redirected to the GitHub portal for faster response
  • Updated the severity titles and descriptions displayed when creating a support case to add consistency across cloud portals
  • Improvements to case assignment logic, reducing the number of manual assignment actions required by CSAMs, IMs and Customers

Support landing page updates

  • Improvement to consent deep detection for customers with over 1000 subscriptions

August 2021

New release note structure available

Our release notes have changed! Starting in August 2021, the new process will be live.

  • Easily navigate each month's releases with the feature categories
  • Quickly review updates made to Services Hub with the new streamlined, bullet approach

Admin Center

Admin Center UX Update Global Release

  • The design of the Services Hub Admin Center has been modernized to improve setting discoverability while improving performance

To learn more, view the Admin Center documentation.

Learning

Learning Management Now Available

Microsoft Unified Support customers now can assign and share learning content within the Services Hub. This is performed by the Learning Manager, a new role inside Services Hub, who can assign any item listed within the Services Hub learning experience, including hands-on experiences from the Learning Campus, Services Hub Learning Paths as well as Microsoft Learn Modules and Learning Paths.

Learning Manager Capabilities:

  • The ability to assign learning to individuals inside a workspace
  • The ability to track progress as individual assignments are completed
  • All tiles on the learn page now include a share button
  • Added a progress tracker for quickly viewing progress towards completion

Learning User Experience:

  • Learning assignments are now listed inside the Learning page
  • Bookmark content for easy access later
  • Share learning content quickly with teammates
  • Progress against learning assignments is displayed inside the Learning page

To learn more, view the Learning Management documentation.

Management

Manage Users Page: Learning Manager Role

  • Added a granular permission for the Learning Manager inside the user permissions flyout
  • All Services Admins have the Learning Manager role assigned by default
  • All Customer Success Account Managers have the Learning Manager role assigned by default
  • Workspace Administrators have the Learning Manager role greyed out as this is a default role

To learn more, view the Manage Users documentation.

IT Health

Update Sirona Client to .Net 4.8

  • Added .Net 4.8 support to the Assessment client

Support

Services Hub Case Creation Tenant Mapping

  • Improvements to on premises case creation
  • Added TenantId to cases during case creation
  • Improved setting discoverability while improving performance

July 2021

We have been hard at work creating the best experience for you - our customers. Stay tuned for some great and exciting releases coming soon.

June 2021

Shared File Page Updates

We are proud to release our new Shared File Experience on Services Hub. This experience represents a more intuitive and improved user experience with a results banner, additional page level sorting options, and confirm file delete capabilities using the React framework. These page improvements and transition to the React framework should result in a better file upload management experience on the page.

Sharing your ideas in Services Hub has changed

Your feedback matters to us! We use the feedback you provide to help drive improvements and the new features that you want. Our feedback experience is now different as Microsoft has retired the use of UserVoice. You now can reach out to your Microsoft representative to share any feedback and ideas with the Services Hub team.

From the Help menu in Services Hub, clicking “Share your idea” launches a webpage with more details of the deprecation of UserVoice. We are creating a new experience for you to share directly from Services Hub.

To learn more, view the Share your ideas documentation.

Services Hub - Manage Users Experience

We are proud to release our new User Management Experience on Services Hub. This experience represents a more intuitive and improved user experience with additional page level search and filtering options for registered and invited users, which separates new Services Hub user invitations from existing registered users. Applied changes to user roles and permissions are immediately reflected on the summary page for quicker validation. Users of this experience can now also view the most recent Services Hub login date for users and are able to differentiate between MSA and Live ID users. Other page improvements include an ability to perform quick edit/remove actions and ability to tailor users visible per page.

To learn more, view the Manage users documentation for Unified or Premier.

May 2021

Service Incidents Experience now in limited preview

We are proud to announce the new Service Incident Communication Experience. This new experience promotes self-service and direct visibility to all incidents across the Microsoft cloud (Azure and Office 365) impacting your environments, empowering you to see the status of your incidents without having to submit support requests. This connected workflow engages a dialog between you and your Microsoft representatives. The single pane of glass view enlists active and resolved incidents with supportive filters on Impacted Cloud Service, Date, latest communication, etc. The inline flyout helps you navigate to various cases without having to context switch to multiple tabs.

This new experience is now in limited preview.

Manage support and build your knowledge wherever you go with the new Microsoft Services Hub Mobile App

The Microsoft Services Hub app lets you and your team stay updated on your most important support topics no matter where you are. It provides you with easy access to support insights and learning courses so you can take care of your support needs at your own pace.

With the Microsoft Services Hub app, you can:

  • Create, manage, and view support requests from your mobile device
  • Access thousands of learning titles so you can build your knowledge on the latest Microsoft technology from wherever you are
  • Get alerted on important updates to your support requests and upcoming workshops with push notifications

Whether you’re at your office or on the go, the Microsoft Services Hub mobile app empowers you to take more control and gain better visibility of your support so you can focus on your most important business outcomes.

Note

Some features may not be included in your support package. Please contact your account team for more information. Some Services Hub features or areas may not yet be available in the mobile app. Please stay tuned for additional version releases; check back to download the latest.

Download from your device's store below:

To learn more details, visit the Services Hub Mobile documentation here.

April 2021

The Services Hub Learning Page has been updated

The Services Hub Learning landing page has been updated to a new modern look. This update is a step in bringing a consistent look and feel to the Services Hub experience. Moving forward new learning capabilities will leverage this updated look and feel and enable expanded learning scenarios within Services Hub.

With this update, we have also enabled WorkshopPLUS students to redeem their class training key from Services Hub directly. This means that a student has a single place to come to in order to see progress against on-demand courses, Microsoft Learn courses, on-demand labs, as well as instructor-led labs that they have recently taken.

Updated design on the Learning landing page

New Services Hub overview videos now available

We are proud to announce the launch of our new and updated overview videos. These videos capture the value and benefits of our most popular features and can easily be shared with your team members and bookmarked for effortless reference later. You can see all of our videos in several places, including the Unified and Premier videos pages and at the top of the corresponding feature overview page.

Self Help available in the Services Hub

To save you time, we now provide guidance directly on the Services Hub Case creation experience that can help solve your support issues quickly. Several solutions for common support requests have been curated by Microsoft experts and are readily available in the Recommended solutions pane. This flyout appears after you select a supported product, such as SQL, and when one of these common solutions has been curated for that selection.

Self help pane on Services Hub

March 2021

MS Learn Course Progress now viewable in Services Hub

The Services Hub team is pleased to announce that it is now possible to see your MS Learn progress alongside Services Hub Learning progress within Services Hub. This provides a more holistic view of your Microsoft on-demand learning completion and enables you to download a copy of your course completion information. This information will show up when your MS Learn User ID is the same as your Services Hub ID or when you have linked your MS Learn User ID to the Azure Active Directory account that you are using to access Services Hub. It is possible to link your accounts within your Microsoft Learn account profile settings under Account Management.

AAD individual users can now be added to Services Hub

We have brought forth the capability to add users from your AAD tenant on the Manage users page. All members from your AAD tenant can add other individuals from the same AAD tenant. The added user will get a "Welcome to the Services Hub" email and they can now go directly to Services Hub https://serviceshub.microsoft.com and have their first-run experience. No need to resend an invite if the user can’t find the original email and no more special links for invited users in order to come to Services Hub. Be added and welcome to your Services Hub experience. Stay tuned for Phase 2 to complete the experience so you can add security groups and Office 365 groups from your AAD tenant.

PVA Expansion on Services Hub

We are excited to announce the expansion of Virtual Support Agent (VSA) on the Services Hub Premier and Services Hub Support for Business portal. Until now, the Virtual Support Agent (VSA) supported Windows Commercial Content. Now, Services Hub has expanded the Virtual Support Agent to more commercial customers.

PVA bot on Services Hub

This launch empowers Microsoft’s Premier and Broad Commercial Customers with self-serve digital capabilities, thereby improving their overall support experience.

This release adds new products to the Virtual Assistant: SQL Server and Developer/Browser. See the table below to view new scenarios enabled with this launch.

SQL Server Developer/Browser
Startuperrors 17182 Protocolsdisabled Client Sync Error
Startuperrors 7000 Accessdenied Microsoft Edge Legacy Replacement
Startuperrors 1069 Login account issues Client Sync Data Reset
Startuperrors 1814 Tempdbdriveissues Client Sync AAD Tenant Configuration
Startuperrors 17058 Errorlog inaccessible Client Sync Issue
Startuperrors 7000 missingsqlservr Client Sync Check SyncDisabled Policy
Startup Issues Client Identity
Startuperrors 17113 Master unavailable Client Sync Check Account Status
Startuperrors 33566 SSLcertissue
Startuperrors 33565 SSLpermissue

To learn more, visit the Virtual Assistant documentation for Unified, Premier, or Support for Business customers.

Customer Activity Page (aka self-serve CPOD)

We are excited to release the new Services Hub Customer Activity Page for our Unified and Premier customers. This page gives you the ability to view reporting at your convenience to understand what you have purchased and have had delivered against your current support agreements(s), without needing your CSAM to manually generate your CPOD report. This page has replaced the Contract Details Page previously available for Unified customers. Customer Administrators and CSAMs have access by default and can give access to other users.

Learn more by reviewing the Customer Activity Page documentation for Unified and Premier customers.

February 2021

We have been hard at work creating the best experience for you - our customers. Stay tuned for some great and exciting releases coming soon.

January 2021

New Refund experience available for Support for Business for purchased incidents

A new refund experience is available on Services Hub that provides Support for Business customers who've purchased incidents to request a refund. This page can be found here.

Refund experience

To learn more, visit the Refund documentation

December 2020

Understand who is managing your support request

Find out who is managing your support request in the request details page. We have included important information including your incident manager, if applicable. The information will appear in the top righthand side of the support request details page and allow you to quickly link to the communications tab in order to read and send messages in the support request.

This information will get updated if the details of your support request are updated, so you will always know who is managing your request.

New Unassigned Support Request Experience

In some situations where customers have multiple workspaces, it is not clear which workspace a support request belongs. In this situation, a customer needs to assign that support request to the proper workspace for visibility on Services Hub.

To make this process easier, we have released a new Unassigned Requests experience that shows a full list of support requests using the entire page.

Dialog box

Once a user selects Assigned Support Request Now, they'll be taken to a new experience that shows a full list of open requests that aren't assigned.

Assign

November 2020

Fixes and Enhancements for the Support Landing Page

Recommendations are now suggested the workspace level, compared to recommendations based solely on the last updated case from our last release.

We heard your feedback that the average IR Tile was displaying inaccurate data. This tile has been pulled and replaced by a new % IR Met tile that instead displays the percentage of support requests where IR was met. This is calculated based on the time period filter, using your available support request data for the last 18 months. This data excludes support requests for Office 365.

MTTR Histogram was showing mean time to resolution in hours. This has been switched over to be displayed in days as the unit of measure to remain consistency across Services Hub.

Many of you have a large number of subscriptions and tenants and have asked us for an easier way to provide visibility to your support cases on Services Hub. You now have the ability to consent to all of your subscriptions at one time instead of requiring consent individually. From the Manage Support requests page, select Manage cloud support request visibility and click Enable all.

Enable all subscriptions

October 2020

Improvements for Proactive Recommendations and Machine Learning

As users provide feedback on proactive recommendations using existing Services Hub experiences, we are using this feedback to inform and prioritize subsequent proactive recommendations on the Reactive Support Case Detail and Advise Me experiences. The prioritization includes both proactive recommendations that are selected and ones which are not selected. You benefit from the input that the CSAM, CSS engineer, and Incident Manager provides.

We also continue to make progress against a machine learning approach to case trending. Keywords supplied by our Incident Managers have been incorporated into the case trend modeling. These keywords represent a path forward to further improve the performance of the case trending model.

Remove Assessment Survey Results

Once you have taken an Assessment Survey, you now have an option to remove your Assessment Survey results. If for any reason you need to start fresh, remove the Assessment Results from the action center and retake the Assessment Survey at your convenience.

View all cases at the customer level

Customers can now find Support Requests regardless of location by simply entering the Support Request ID in the find request box on the Manage Support Request page.

Find your case

Self-Registration for Open WorkshopPLUS now available within the Services Hub

We are pleased to announce the ability for customers to request registration in WorkshopPLUS classes.

As part of the learning experience within Services Hub, it is now possible to search for and request registration in classes that have been scheduled. This new experience enables you to search for available classes based on subject, date, location, and modality. Once you have found the class you are interested in, you can request enrollment. This will notify the right people about your request so that it can be approved. Once approved, you will be notified by email about your upcoming class. If you don't see a scheduled class for the course you are interested in, you can email your Microsoft representative and they can make a request for the class to be created.

Workshop Library on Demand provisioning has moved to the Services Hub

Premier Classic customers and CSAMs can now access their Workshop Library on Demand (WLOD) subscriptions through Services Hub. Instead of going to https://services.premier.microsoft.com to provision new WLOD, CSAM's or Customer Admins can go to Services Hub and assign WLOD licenses from the Manage Users page.

Providing the WLOD license assignment through the Manage Users page on Services Hub brings together the Services Hub Learning Paths that are available to all Enterprise Support Customers together with the value added hands on labs and courses that are available on the Learning Campus into a single experience.

When a Premier Classic customer purchases a Workshop Library On-Demand subscription, Services Hub will provide an in-product notification that there are one or more licenses to assign for both the CSAM and the Customer Administrator in the Manage Users experience. Administrators will be able to assign those licenses one at a time or select a number of users to assign the licenses to. Once all licenses have been assigned the notification will go away. Those licenses can also be unassigned from the users and moved over to a different user in the organization as long as they are within the 1 year expiry window.

Once a license is assigned to the user, that person will have access to the full suite of learning courses, hands-on lab experiences, and Global Webcasts via Services Hub.

New filters available on Manage Support Requests List

We now allow users to filter on Product and Severity on the Services Hub Manage Support Request List.

Adding MS Learn materials into Proactive Recommendations

We are proud to release our Services Hub feature which adds MS Learn content into our proactive recommendation set. This feature uses machine learning to provide proactive recommendations to support customers and considers MS Learn materials as options for recommendations within the reactive support recommender. This feature powers digital experiences within the Services Hub Support Landing page, Services Hub support detail pages, and the Services Hub AdviseMe experience where users can view these recommendations.

September 2020

SQL Collection Tools available in Request Creation

For the majority of SQL Server support requests, our support engineers need specific information from our customers to troubleshoot and resolve their requests. The best way to gather this information is for the customer to run a collection tool and provide the support engineers with the result of this collection.

To speed this process, Services Hub now provides SQL collection tools directly in the case creation process. This significantly reduces the time between our customers opening a case and the start of troubleshooting by our support engineers, reducing the time to resolution.

View notes from your Incident Manager on the Support Requests list page

Quickly and easily view important notes on Support Requests from the View all requests list page. Incident Managers now have the ability to write a note with any important details directly on the Support request within Services Hub. Those notes will be visible on the Support Request details page, as well as the view all Support Requests list page. You will be able to easily and quickly read the notes as you view the list of Support requests. This improvement will allow your Incident Manager to provide more efficient communication that you can quickly see at any time.

Bigger, better notifications are coming

We are working to make notifications even more valuable to you, our customers. While we work out the details, we have disabled notifications in Services Hub at this time. We will share the details when we relaunch the updated notifications. Submit any ideas or feedback you may have to UserVoice.

More features have arrived to the Services Hub Support Reporting Experience!

We are enriching the Support experience even farther with our September release. Read more about our latest features below.

Reactive support request history Severity filter: We have enhanced the severity filter to allow you to filter cases by the initial, current, and max severity.

Mean Time to Resolution Histogram In addition to the number of support requests histogram, we've also created a mean time to resolution histogram to help you understand the rate at which your support requests are being handled and resolved. This is calculated by product family and comes from support requests that have already been closed. Requests with unusually short or long times to closure, such as duplicate issues and bugs are excluded.

Incident Trend Analysis - Preview We've added an additional reporting layer on top of the number of support requests histogram to show the Case Details Page incident trend analysis driving case volume. This will allow you to understand the root cause (people, process, technology) of your support requests. The purpose of this categorization is to drive relevant recommendations on Services Hub. This includes services like On-Demand Assessments, workshops, and trainings that can improve the efficiency of your organization and reduce the need for reactive support in the future.

Thumbs Up/Down Feedback We've added a thumbs up/thumbs down component to each section on this page to give you the chance to share what you like and/or don't like about this page. Please give us your feedback and let us know how we can improve to make your support reporting experience even better!

To learn more about the new Support landing page, view the documentation: Unified customers | Premier customers

For general feedback on the Resource Center or content, please submit your feedback to your Microsoft representative. For specific requests and content updates regarding the Services Hub, contact our Support Team to submit a case.