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Whenever I log for a service request from my O365 for a Dynamics CRM inquiry I am always directed to the O365 support team.
We're planning for a CRM upgrade to Dynamics 365.
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Hi Marjorie,
See the links below taken from - https://mbs.microsoft.com/customersource/northamerica/CRM/support/support-lifecycle/CRMSupport
-Microsoft Dynamics CRM Online sold through Microsoft Dynamics go.microsoft.com/fwlink
-Microsoft Dynamics CRM Online hosted with Office 365 portal.microsoftonline.com/.../NewServiceRequest.aspx
Hope this helps.
Hello Marjorie,
This usually happens when you do not select Dynamics 365 Online while creating a new Service Request. Also once you start working with the Support agent, you can have their contact details saved for future help. This will help in avoiding your cases getting misrouted as you can contact them directly and then on call while troubleshooting you can create a new case and ask the same agent for pickup so that what is done on call is properly documented.
To create a New Support Request you can below mentioned Steps:
Login to https://portal.office.com
Go To Admin Center
Under Support Click on New Service Request
Select Dynamics 365
Under Identify the Issue Select Relevant "Feature" and "Symptom"
Enter Issue Summary and Provide Issue Details
Click Next -> Yes, Continue
Is your Service Unavailable
How Many Users Afftected
Enter an email address of someone affected by this issue: (I would Suggest email address of Admin User who is available to troubleshoot depending on the timezone from where the Service Request is created)
Click Next -> Provide the Contact Number.
According to the Cloud Solution Provider Frequently Asked Questions Document, the
Initial response times (IRT) depend on the severity of the incident submitted. The severity of
an issue is set by indicating business impact when you submit the SR.
Initial response for technical break/fix incidents, defined by Business Impact:
• Critical Impact (Sev A): 2 hours
Significant loss or degradation of services. Production services down
• Moderate Impact (Sev B): 4 hour
Moderate loss of degradation. Production services partially impacted
• Minimal Impact (Sev C): 8 hour
I hope this helps.
Thanks,
Hi Marjorie,
Please follow the instructions in below article. Please note, not all tenants have this feature enabled. I have included the direct links as well.
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