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Merge pull request #54369 from ozahran7/NEW-surface-portal-service-support
Adding new module
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‎learn-pr/achievements/surface-portal-service-support-badge-social.png‎

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‎learn-pr/achievements/surface-portal-service-support-badge.svg‎

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‎learn-pr/device-partner-university/surface-portal-service-support/1-introduction.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.introduction
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title: Introduction
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metadata:
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title: Introduction
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/1-introduction.md)]

‎learn-pr/device-partner-university/surface-portal-service-support/2-create-service-order.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.create-service-order
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title: Create a Service Order
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metadata:
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title: Create a Service Order
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 2
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content: |
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[!include[](includes/2-create-service-order.md)]

‎learn-pr/device-partner-university/surface-portal-service-support/3-create-support-request.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.create-support-request
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title: Create a Support Request
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metadata:
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title: Create a Support Request
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 2
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content: |
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[!include[](includes/3-create-support-request.md)]

‎learn-pr/device-partner-university/surface-portal-service-support/4-track-service-orders-and-support-requests.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.track-service-orders-and-support-requests
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title: Track service orders and support requests
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metadata:
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title: Track Service Orders And Support Requests
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/4-track-service-orders-and-support-requests.md)]

‎learn-pr/device-partner-university/surface-portal-service-support/5-knowledge-check.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.knowledge-check
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title: Knowledge check
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metadata:
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title: Knowledge Check
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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quiz:
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title: Check your knowledge
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questions:
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- content: "A Surface device requires physical repair, and your organization has an Intune subscription. Where can the service order be initiated?"
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choices:
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- content: "Surface Management Portal"
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isCorrect: true
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explanation: "Correct. When an organization has an Intune subscription, Surface Management Portal can be used to create service orders for both enrolled and unenrolled Surface devices."
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- content: "Surface Support Portal only"
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isCorrect: false
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explanation: "Incorrect. Surface Support Portal is required when Intune isn't available, but it isn't the only option when an Intune subscription exists."
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- content: "Microsoft 365 Admin Center"
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isCorrect: false
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explanation: "Incorrect. Service orders aren't created in the Microsoft 365 Admin Center."
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- content: "Surface Diagnostic Toolkit"
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isCorrect: false
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explanation: "Incorrect. This tool is used for troubleshooting issues, not for initiating service orders."

‎learn-pr/device-partner-university/surface-portal-service-support/6-summary.yml‎

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### YamlMime:ModuleUnit
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uid: learn.dpu.surface-portal-service-support.summary
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title: Summary
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metadata:
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title: Summary
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description: This content is part of the "Creating service orders and support requests in Surface portals" module.
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ms.date: 04/22/2026
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author: ozahran7
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ms.author: v-zahranomar
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ms.topic: unit
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durationInMinutes: 1
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content: |
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[!include[](includes/6-summary.md)]

‎learn-pr/device-partner-university/surface-portal-service-support/includes/1-introduction.md‎

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This module shows you how to create service orders and support requests for Surface devices using the appropriate portal and how to track request status in the correct portal.
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## Learning objectives
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- Determine when a service order is required and select the correct Surface portal based on device enrollment.
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- Submit required service information and distinguish between service and support scenarios.
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- Create a support request in the correct portal.
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- Identify where service requests are tracked.
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- Review service and support status indicators and determine next actions based on status.

‎learn-pr/device-partner-university/surface-portal-service-support/includes/2-create-service-order.md‎

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Create a service order when a Surface device requires:
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- Physical repair
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- Hardware replacement
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- Exchange due to device failure
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To get started, you must first determine the correct starting portal.
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## Step 1: Determine the correct starting portal
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Where you start to create a service order depends on device enrollment:
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- **Surface Management Portal** ➡️ Use if your organization has an Intune subscription. You can create service orders for both enrolled and unenrolled Surface devices directly from Surface Management Portal.
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- **Surface Support Portal** ➡️ Use if your organization doesn't have an Intune license. Surface Support Portal is required to create service orders when Intune isn't available.
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If starting in Surface Management Portal:
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- In the Microsoft Intune Admin Center, navigate to **Devices > All devices**.
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- Select the enrolled Surface device.
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- Open its **Device details** page.
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- Initiate the service action directly from the enrolled device's details in Intune.
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If starting in Surface Support Portal:
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- Navigate directly to service order creation.
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- Enter device details manually.
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## Step 2: Provide required information
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When prompted for required information, you'll need to provide the following:
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- Device serial number
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- Description of the issue
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- Shipping and contact details
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>[!IMPORTANT]
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> Regardless of which Surface portal a request is initiated in, it can be tracked in either Surface Support Portal or Surface Management Portal.

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