Services Hub Releases

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

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.

August 2020

On-Demand Assessments - Ability to name your environments when configuring

Now, when you configure your assessments, you have the ability to name your environments. This allows you to easily bring your nomenclature to our Log Analytics environment filter and On-Demand Assessments Excel report. Also, when you create a Program, you will see your environments based on how you named it when you configured your On-Demand Assessments.

New features are coming to the Services Hub Support Reporting Experience!

Export Case Data

You now have the ability to export and download a copy of your case details.

Recommendations

Recommendations will be suggested based on the most recently updated case. 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.

Services Hub Connector in Azure

Services Hub Connector in Azure brings Services Hub functionality directly to our Unified/Premier Azure audience. Now connect, add, configure, analyze, resolve recommendation and continue your On-Demand Assessment journey in Azure, reducing complexity, all without leaving the Azure ecosystem. Easily add all of your On-Demand Assessment at once, connect to multiple Log Analytic workspaces and download all reports from all of your connected Log Analytic workspaces running On-Demand Assessments. There is no longer a need to have multiple Services Hubs to run the same ODA from multiple Log Analytics workspaces or to separate data permissions via the Services Hub as these can all be done in the new Services Hub Connector through Azure.

Learn more here.

Allow verification of preferred email address

We are enhancing your security in the Services Hub by verifying your preferred email address.

When you sign in to Services Hub for the first time, we will ask you to provide a preferred email address. When setting this address, we will save it on your user profile and use it as your primary contact email address within Services Hub. If you are an existing user, you can also visit the user profile page to enter or update your preferred email address.

In both scenarios, we will send an automated verification email to the address you have entered. Once that email is received, you must click the link to confirm the email address and complete verification.

When you sign in to Services Hub but have not yet completed the verification, we will prompt you to verify or re-send the verification email. This will help us ensure the security and accuracy of your email address. This will also ensure that important notifications and updates can reach you where they are needed.

July 2020

Premier Classic customer can now view the Services Catalog within Services Hub

The Services Catalog within Services Hub is an experience that enables you to find Proactive Services, On-Demand Learning, On-Demand Assessments, and Programs. This feature has been available for Unified Support Customers, but is now available for Premier Support customers as well.

From the Services Catalog, browse, sort, filter, and search through items that are available from Microsoft (either as included in the contract or as add-ons). Depending on the type of item, the Premier user will be redirected directly (where that item is included) or will be able to get more information such as a datasheet or contact the account representative for more detail.

Premier Catalog Landing Page

Browse the Catalog

Recommendations based on your support request

A set of recommendations will be provided based on the information of your support request. Recommendations for service catalog items are based on the specified incident trend analysis, which is editable, as well as the support request details. These recommendations can be found at the bottom of the support request details page and will link you directly to the item in the catalog.

Recommendations are a great way to gain insights into actions you can take to avoid future issues and maintain a healthy IT environment. Utilize Microsoft services and resources with personalized proactive support recommendations, empowering you to achieve more through digital services experiences.

New Support Landing Page Experience on Services Hub

We're providing you with a whole new experience of the Support Landing page in Services Hub. The new enhanced Support Landing page now includes the ability for you to do self-service reporting and trending analysis against your support information. You can understand what reactive support activities are being performed against your support cases and identify trends to see where you can take action to improve the health of your Microsoft environment.

Recently updated support requests

  • This section will display the last two cases that were updated so that users can understand the most recent support activity against their cases at a glance.
  • If a case severity is listed as Critical, a "Critical Situation" notice will be displayed.

Reactive support request history

  • This section is a self-service reporting dashboard that provides users with a summary view of what support cases they opened by product for up to 18 months, displayed in both histogram and table views.
  • Users can interact with this dashboard by applying filters on case status, time period, severity, and/or product family in order to drill into specific information that they care about.

View all cases at the customer level

Global Administrators can now see all support requests across workspaces in a single view. This view will not only show all cases associated to workspaces, but will also show any cases that have not been assigned to a workspace.

Note: You must provide consent for cloud subscriptions and tenants before those cases will show up in the all cases experience. Support Requests must have been opened against a contract that is associated to you on the Services Hub.

Recommendations on the Support Request Details Page

We are bringing AI-powered proactive recommendations to our Support Request Details page to enhance your Support journey. Based on the details of a Support Case, you can now view proactive support offerings directly from the Catalog. Each of these recommended offerings are curated by editable incident trend analysis and your support request details.

Learn more here.

Environment Filter in Log Analytics

You can now filter your On-Demand Assessments by environments throughout the entire On-Demand Assessment flow, from Log Analytics to the Services Hub On-Demand Assessment reports, and to the creation of your Assessment Remediation Program. In Log Analytics, you will be able to see all of your environment data at once or filter by your individual environments to hone in on specific environment details to understand and resolve your issues. The environment filter will work across focus areas and down to the affected object detail level. The environment filter will then flow down to your “Download All Recommendations” report on the Services Hub On-Demand Assessments page. Once you download the Excel report, you can filter by which environments you want to view, create pivot tables, and see your data the way you want. Also, when you create your Assessment Remediation Program, you will now be able to create your program based on specific environments within your On-Demand Assessment. This gives you the ability to focus on certain environments to remediate against as you resolve those recommendations first.

Learn more here.

On-Demand Assessments content are updated in 6 languages

14 On-Demand Assessments received updates in German, French, Spanish, Japanese, Simplified Chinese, Traditional Chinese, and Portuguese through Microsoft Cognitive Services Machine Translation. Users can change their language and region settings on Azure Log Analytics to review translated content.

Services Hub is now accessible by design to help you and your organization be more productive and inclusive

We are excited to announce that the entire Services Hub experience has been retooled for accessibility!

The changes made to Services Hub not only allow for ease of use with assistive technologies such as screen readers, but also provide an improved experience for all users.

Improvements include:

  • Screen reader compatibility
  • Keyboard navigation improvements
  • Contrast and color improvements
  • Intuitive navigation
  • Input Focus
  • Page responsiveness
  • Alternate text descriptions
  • and many more...

We are committed to an ongoing effort for excellence in accessibility as we continue to resolve them. Learn more about these web standards here.

Learn about Microsoft's commitment to accessibility here.

At Microsoft, we aim to empower every person on the planet to achieve more with technology. We are revolutionizing access to technology for people living with disabilities, and the changes we've made to Services Hub helps get us one step closer to our goal.

June 2020

New Learning Paths for Premier Classic Customers

Learning Landing Page

Premier customers now have access to Learning Paths associated with the popular WorkshopPLUS titles. By registering for the Services Hub, Premier users will be able to access additional Learning Path content under the Learning tab. These Learning Paths are complementary to the WorkshopPLUS services and provide an on-demand way to access content that is part of the WorkshopPLUS.

Learn More

Built-in Proactive Services now discoverable in the Services Hub Catalog

We are pleased to announce the Services Hub Services Catalog now enables you to find services included in your Unified Support contract that can be delivered using a browse and search experience built on Microsoft Azure.

This list has traditionally been available in the Services Hub Contract Details page as a .pdf document; with the number of Built-In Proactive Services increasing significantly, the .pdf has proven unwieldy to use for identifying potential services. The Services Catalog is that new method for discovery. You will now be able to simply search and filter for services within the Services Hub and there will be a clear indication of whether those services are part of the Built-In Proactive list.

Programs in the Services Hub are now available

A newly available capability in Services Hub allows Customer Success Account Managers (CSAMs) and Customers to create a Program to drive specific customer outcomes. Customers and CSAMs can also collaborate to create Custom Programs, upload Program Proposals, and other material to the Hub for review. These changes evolve the ‘Plans’ feature in the Hub to align with the concept of the ‘Programs’ that CSAMs develop and manage for their customers.

Introducing Proactive Programs

Proactive Programs are collections of strategically combined Managed Intellectual Property (MIP) that are developed by Microsoft engineers based on proven design principles, patterns, and customer insights. These Programs are scenario specific, expert led and are categorized into Maintain, Onboard and Optimize phases of your cloud adoption journey. They are designed to help you maintain solution health and optimize its ROI by addressing topics such as resilience, scalability, security, cost and management (DevOps) with deep technical and actionable guidance. Search the Services Hub catalog under the Programs category for all Proactive Programs and then create that program in your workspace.

May 2020

Services Hub Plans and Tasks MT

Services Hub Plans and Tasks can now support machine translation into 53 languages powered by Microsoft Translator.

April 2020

Updated Learning experience within the Services Hub

Learning within the Services Hub has been updated to enable new scenarios and improve the overall experience. This update builds on top of the capabilities of the Learning Campus and provides a more inclusive and personal learning experience.

Learning Landing Page

The new Learning page is an experience that provides:

  • Easy access to learning items that you have been working on within Learning Campus as well as new Services Hub Learning Paths
  • A search experience that looks at content hosted within the Learning Campus as well as items from Microsoft Learn and the Services Hub
  • A downloadable Excel spreadsheet with the history of the courses you have taken
  • Recommended Learning courses personalized for you based on your preferences within Services Hub
  • Integration into the Services Hub and has greater user interface language support to match the comprehensive localization experience within the Services Hub

Cloud Success Plans

When moving services to Azure or Office 365, updating your IT processes to align to a Modern Service Management (MSM) approach is recommended. These services, Modern Service Management capability Assessment for Azure and Office 365, will help you assess your current cloud operations leading to an actionable roadmap. In addition, you will receive plans for how to manage Major Incidents for your cloud service, and an understanding of change management in Azure or Office 365 to assist you in achieving cloud success. Take the MSM Azure or O365 Survey from the Services Hub On-Demand Assessment page, schedule a delivery and get a detailed plan to Cloud Success.

Measurable Outcomes:

  • Better define service ownership and accountability through identification of critical Azure or Office 365 service dependencies
  • Prepare for response to a Major Incident and plan for changes to your Azure or Office 365 service
  • Assess current state of operation and define next steps roadmap for cloud success with a Services Hub Plan

March 2020

On-Demand Assessments is available in FairFax – US Gov Arizona

Azure has now added FairFax - US Gov Arizona to the available regions. You can now upload your On-Demand Assessment data to FairFax - US Gov Arizona.

Contact your Microsoft representative for more information.

Time Range Filter in Log Analytics

As of March 13, 2020, you now have more control of your Assessment data in Log Analytics with our new Time Range Filter. Pick the date range that you want to see your Assessment data and it will show up in all UI views from the Overview page all the way down to the affected object detail page. If you have stored your data for longer than the default 31 days, you can now see that data in your regular views, as well as still on the logs page for all of your queries.

“Contact us” experience has changed in Services Hub

You can now report issues with the Services Hub site and provide feedback easily with the new Services Hub Support experience. Users click “Contact us” and will be presented with a form to simply submit the details of their issue.

Contact Us Page

Sign in to Services Hub using your registered email address; from the Operations Menu, select Help, then Contact us. Complete the Contact Services Hub Team form and click Submit.

Upon successful submission, a case will be created and you will receive an automated notification with case information.

Learn more at https://aka.ms/ServicesHubSupport.

New Manage Support Requests Experience Available

The initial phase of improvements for the Manage Support Requests page is now available. Users with support access will see the new experience.

You are now shown more information at-a-glance for each Support Request including status, and specifications. This information is available without the need to click through or expand the selection for a more intuitive and simplified experience.

Manage Support Requests Page

They layout of the Support Request list has also been optimized to take advantage of the available page width in larger screen formats. Additional improvements will be available soon!

Implement Virtual Assistant on the Support Request Creation Experience

The Services Hub Virtual Assistant wants to help solve your issue without the need to wait for a live support engineer. During the Support Request creation process you will now be given the option to interact with a Virtual Assistant if one of a select group of products is chosen.

The Virtual Assistant tool has been customized to offer solutions for some specific issues that customers may face. By utilizing the Virtual Assistant you can get immediate help to resolve your issue as quickly as possible.

Virtual Assistant Page

Add additional email addresses for Support Request communications during Support Request Creation

Keep everyone in the loop on important Support Requests. We've added the ability to add additional email addresses on Services Hub Support Requests. You can add individual users and distribution lists even if they are not registered users of the hub. This is a valuable way to keep interested parties informed by including them in the support request communications.

Take advantage of this feature during the Support Request creation Process on Services Hub. Add the desired email addresses to the new field "Non-Services Hub email address listed on this case".

Add Email

Azure Solution Assessment available on Services Hub

We are happy to announce the availability of the Azure Solution Assessment on the Services Hub. The assessment is available for all Unified contracts and enabled upon purchase for Premier contracts. The Azure Solution Assessment will help assess your Azure environment against best practices and common pitfalls. The main focus of this assessment is to help:

  • Tune Performance to maximize reliability, stability, and performance
  • Understand key technical capabilities
  • Operational practices

If you purchase the engagement from the catalog, a Microsoft Customer Engineering resource will help you understand the risks in your cloud solution infrastructure and how to tune it to achieve the reliability, stability, and performance features of the Microsoft Azure platform. This survey assessment will focus on capabilities and aspects of Azure and will recommend best practices in:

  • Subscription Management
  • Service Management
  • Application Lifecycle Management
  • Virtual Machines
  • Networking
  • Storage

View and add attachments on support request

File attachments are an integral part of many Support Requests. We have given support users more control over their Support Request details by adding an attachments view.

From the Support Request details page you can select the attachments tab to upload and view the list of attachments associated with the Support Request.

You can upload up to 5 attachments at a time. 1GB maximum per file. For large files such as log files or larger screen shots you will see a progress bar during the file upload to monitor the upload status.

February 2020

Additional Critical Situation information included on Services Hub Experience

Support request details have a new look! Details are now richer, and more understandable at-a-glance. The page is also more responsive and easier to use with assistive technologies.

In addition to improvements in the layout of support request details, you can now see additional information about cases marked as 'critical situation'.

Critical situation cases will be indicated with a unique alert icon and show additional information, including support summary and action plan, from within the support request details on the Services Hub.

Services Hub Learning Paths

Learning Paths within the Services Hub enable Unified Support customers to access enterprise support specific learning content that is only available with a Unified Support contract. These Learning paths provide an education experience with text, images and video, enabling a rich experience for learning new skills. Learners will be able to view, start and track their progress within the Learning Path. Learning Paths can be accessed through the Services Hub Learning Campus.

The recommended Learning content on the Services Hub home page is now available in 53 languages using Microsoft Translator. Available languages are translated in real-time, allowing users the ability to easily read all recommended Learning content on the home page in their selected language.

Visibility Management of Support Requests entered in the Azure and Microsoft 365 Support Portals

You can now more easily keep your organization informed about both cloud and on-premises Microsoft support requests with a new feature that enables you to share support requests entered in the Azure and Microsoft 365 support portals with other Services Hub users.

When visiting the Services Hub Manage Support Requests page, you will see a blue banner letting you know if Support Requests entered in the Azure and Microsoft 365 portals are hidden. It looks like this:

When clicking the “manage cloud support request visibility” link, a fly-out will appear on the right. From within the fly-out, you can manage the visibility of Support Requests entered in the Azure and Microsoft 365 support portals within Services Hub for those subscriptions and/or tenants you have access to.

If you don’t see the Azure or Microsoft 365 subscription you are looking for, make sure you are signed-in to Services Hub using your account with Azure Admin, Office Admin, or Azure Support contributor roles, then click “Check for more Resources”. This will query for additional subscriptions you have access to and display those results.

Add Attachments to Open Support Requests

Services Hub users with access to Support Requests can now add file attachments after the Support Request has been opened through the support request details page. This capability is in addition to the existing capabilities allowing users to add attachments to support requests during the initial creation process.

Services Hub is now accessible by design to help you and your organization be more productive and inclusive

We are excited to announce that the entire Services Hub experience has been retooled for accessibility! The changes made to Services Hub not only allow for ease of use with assistive technologies such as screen readers, but also provide an improved experience for all users.

Improvements include:

  • Screen reader compatibility
  • Keyboard navigation improvements
  • Contrast and color improvements
  • Intuitive navigation
  • Input Focus
  • Page responsiveness
  • Alternate text descriptions
  • and many more...

We are committed to an ongoing effort for excellence in accessibility and are preparing for WCAG 2.1 compliance. Learn more about these web standards here: https://www.w3.org/TR/WCAG21/

At Microsoft, we aim to empower every person on the planet to achieve more with technology. We are revolutionizing access to technology for people living with disabilities, and the changes we've made to Services Hub helps get us one step closer to our goal.

Learn about Microsoft's commitment to accessibility here: https://www.microsoft.com/en-us/accessibility/

Support Requests for Products Only Covered by Extended Support Updates

When entering Support Requests for products that are only covered by the Extended Support Updates offering, the Services Hub will display a message guiding users to call Microsoft in order to take advantage of their support benefits.

Offline Assessments in Services Hub

Offline assessments that you purchase separately are now available on the Services Hub Assessments page. If you have high privacy restrictions and compliance processes where your data must remain at your facilities, offline assessments enable you to assess the health of your environment while maintaining all data at your facility. You may run the assessment on your own schedule.

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