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Team, trying to reach out to a resource to address a couple of GPC's questions.
Background from GPC's manager:
...."Though I appreciate Services Hub is a way for GPC folks to enter tickets such that they have appropriate central visibility, I know it is not the only way, and I feel strongly that it is not the best/advisable way for GPC/Dynamics solution representatives to enter support requests. Most of these representatives have no familiarity with Services Hub and would need to go through some hassle to even get into the system before gaining necessary understanding of how to use. Meanwhile, every solution rep that I confer with is familiar (if not proficient) entering support requests in common tools LCS and PPAC, and is already doing so.
Recognizing it is critical for all Dynamics solution team members who may need to initiate support requests to Microsoft follow the right steps so that the requests have appropriate characteristics and visibility, I am keen to be sure of correct steps to share. To that end, please:
Based on your response, I will craft some instructions and communication to the GPC Dynamics consumers globally, and input into SOP/KB repository for future reference.
Based on the background above, when it comes to LCS, I have the following questions:
1- Is Services Hub also an option to register LCS tickets?
2- Will Services Hub reflect the tickets opened in LCS? or can my customer leverage services hub to list them?
3- Where can I find specific steps (or selections/values, characteristics, etc. to input) when entering tickets in LCS and PPAC so they show up appropriately in your system(s) and GPC will benefit from the level of support we expect. )
4- Last but not least, who from the LCS team, can I reach out to if my customer wants to have a short call?
Thank you,
Leandro Pereira
Customer Success Account Manager
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