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Suggested answer

Why has it become impossible to contact customer support in a normal way?

Posted on by

I have Dynamics CRM and have an issue. I don't even know which FORUM to choose for this. Microsoft, please help your customers with their problems. You are no longer contactable. 

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: Why has it become impossible to contact customer support in a normal way?

    Hey.

    If you go to admin.powerplatform.com you have a Help + Support link.  This is what starts on the Step 4 on the other link.

    regarding the product, you should select Dynamics 365 Customer Engagement is the issue is related with Sales, Customer Service, Field Service, Project Service Automation or Marketing products. Dynamics Layouts is a different product related to creating/using mixed reality.  If the issue is related to something on your environment failing after one of the Wave Updates (or any fix deployed by microsoft), you have options like this:

    2350.pastedimage1634717044735v1.png

    If you have signed a Premier contract, you should have someone that you can reach in this kind of situations (incident manager, etc).  If you purchased dynamics through a partner/authorized reseller, you can also try reaching them in order to report the issue and get the appropriate assistance.

    Regards,

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: Why has it become impossible to contact customer support in a normal way?

    Hey.

    If you go to admin.powerplatform.com you have a Help + Support link.  This is what starts on the Step 4 on the other link.

    regarding the product, you should select Dynamics 365 Customer Engagement is the issue is related with Sales, Customer Service, Field Service, Project Service Automation or Marketing products. Dynamics Layouts is a different product related to creating/using mixed reality.  If the issue is related to something on your environment failing after one of the Wave Updates (or any fix deployed by microsoft), you have options like this:

    pastedimage1634717044735v1.png

    If you have signed a Premier contract, you should have someone that you can reach in this kind of situations (incident manager, etc).  If you purchased dynamics through a partner/authorized reseller, you can also try reaching them in order to report the issue and get the appropriate assistance.

    Regards,

  • RE: Why has it become impossible to contact customer support in a normal way?

    Hi Venkatesh, unfortunately, I never get to the ticket stage, despite the fact that I am admin. It has become very confusing. For instance, when I click on admin center, and I click dynamics, I do not get to see Step 3: Click ‘Try the new Admin center’ link. I can click on create a request. When I do this this I see a whole range of Dynamic CRM options. 14 of them. This in itself it very confusing. I choose Dynamics Layout, as this went wrong after the update. Then a whole new list comes up where you have to choose between items on the list application functionality or set up and configuration. I have no idea. It is a functionality that is no longer doing its job, but equally it could also be a configuration. So, I chose Settings of the Setup and configuration list. But there, my worries are nowhere near over. I describe my problem and then all of a sudden I need to fill in premier access id. I am a paying customer and it is a problem that microsoft caused, not me.

    But when I type my login details in here, it says: This contract was not found. File without Premier support, contact your technical account manager, orcontact us. Well, this is what I did. I used the button contact us. It is a terrible system, very customer unfriendly and confusing. Before I could log a ticket and get an answer the next day. Now, my system is messed up through an action Microsoft performed and I am getting nowhere. Do you have any other solution?

  • Suggested answer
    RE: Why has it become impossible to contact customer support in a normal way?

    Hi Venkatesh, unfortunately, I never get to the ticket stage, despite the fact that I am admin. It has become very confusing. For instance, when I click on admin center, and I click dynamics, I do not get to see Step 3: Click ‘Try the new Admin center’ link. I can click on create a request. When I do this this I see a whole range of Dynamic CRM options. 14 of them. This in itself it very confusing. I choose Dynamics Layout, as this went wrong after the update. Then a whole new list comes up where you have to choose between items on the list application functionality or set up and configuration. I have no idea. It is a functionality that is no longer doing its job, but equally it could also be a configuration. So, I chose Settings of the Setup and configuration list. But there, my worries are nowhere near over. I describe my problem and then all of a sudden I need to fill in premier access id. I am a paying customer and it is a problem that microsoft caused, not me.

    But when I type my login details in here, it says: This contract was not found. File without Premier support, contact your technical account manager, orcontact us. Well, this is what I did. I used the button contact us. It is a terrible system, very customer unfriendly and confusing. Before I could log a ticket and get an answer the next day. Now, my system is messed up through an action Microsoft performed and I am getting nowhere. Do you have any other solution?

  • RE: Why has it become impossible to contact customer support in a normal way?

    Hi Venkatesh, unfortunately, I never get to the ticket stage, despite the fact that I am admin. It has become very confusing. For instance, when I click on admin center, and I click dynamics, I do not get to see Step 3: Click ‘Try the new Admin center’ link. I can click on create a request. When I do this this I see a whole range of Dynamic CRM options. 14 of them. This in itself it very confusing. I choose Dynamics Layout, as this went wrong after the update. Then a whole new list comes up where you have to choose between items on the list application functionality or set up and configuration. I have no idea. It is a functionality that is no longer doing its job, but equally it could also be a configuration. So, I chose Settings of the Setup and configuration list. But there, my worries are nowhere near over. I describe my problem and then all of a sudden I need to fill in premier access id. I am a paying customer and it is a problem that microsoft caused, not me.

    But when I type my login details in here, it says: This contract was not found. File without Premier support, contact your technical account manager, orcontact us. Well, this is what I did. I used the button contact us. It is a terrible system, very customer unfriendly and confusing. Before I could log a ticket and get an answer the next day. Now, my system is messed up through an action Microsoft performed and I am getting nowhere. Do you have any other solution?

  • RE: Why has it become impossible to contact customer support in a normal way?

    Hi Venkatesh, unfortunately, I never get to the ticket stage, despite the fact that I am admin. It has become very confusing. For instance, when I click on admin center, and I click dynamics, I do not get to see Step 3: Click ‘Try the new Admin center’ link. I can click on create a request. When I do this this I see a whole range of Dynamic CRM options. 14 of them. This in itself it very confusing. I choose Dynamics Layout, as this went wrong after the update. Then a whole new list comes up where you have to choose between items on the list application functionality or set up and configuration. I have no idea. It is a functionality that is no longer doing its job, but equally it could also be a configuration. So, I chose Settings of the Setup and configuration list. But there, my worries are nowhere near over. I describe my problem and then all of a sudden I need to fill in premier access id. I am a paying customer and it is a problem that microsoft caused, not me.

    But when I type my login details in here, it says: This contract was not found. File without Premier support, contact your technical account manager, orcontact us. Well, this is what I did. I used the button contact us. It is a terrible system, very customer unfriendly and confusing. Before I could log a ticket and get an answer the next day. Now, my system is messed up through an action Microsoft performed and I am getting nowhere. Do you have any other solution?

  • Suggested answer
    RE: Why has it become impossible to contact customer support in a normal way?

    Hi,

    You can follow the steps in the below link to create a ticket with the Dynamics CRM team -

    community.dynamics.com/.../how-to-submit-a-microsoft-support-ticket-to-get-a-faster-response

    Hope this helps!

    Regards!

    Venkatesh N

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