Merge pull request #8292 from MicrosoftDocs/main

Publish 08/19/2022 3:30 PM PT

Author: Angela Fleischmann

memdocs/get-support.md

@@ -8,7 +8,7 @@ keywords:
 author: brenduns
 ms.author: brenduns
 manager: dougeby
-ms.date: 08/15/2022
+ms.date: 04/01/2022
 ms.topic: how-to
 ms.service: mem
 ms.subservice: fundamentals
@@ -31,11 +31,11 @@ ms.collection:
 
 # How to get support in Microsoft Endpoint Manager admin center
 
-Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services. These cloud-based services include Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these options from **Help and support** in the Microsoft Endpoint Manager admin center. In this article, we explain how to get to Help and support and review your different support options from within the admin center.
+Microsoft provides global technical, pre-sales, billing, and subscription support for device management cloud-based services, including Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these from **Help and support** in the Microsoft Endpoint Manager admin center. In this article, we explain how to get to Help and support and review your different support options from within the admin center.
 
 To access support resources in the Endpoint Manager admin center, including creating and managing a support incident, your account must have an Azure Active Directory (Azure AD) role that includes the *action* **microsoft.office365.supportTickets**. Guest users are an exception: they can't file support tickets, even when granted the correct action. For information about Azure AD roles and permissions that are required to create a support ticket, see [administrator roles in Azure Active Directory](/azure/active-directory/active-directory-assign-admin-roles-azure-portal).
 
-Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in other languages.
+Support is available both online and by phone for paid and trial subscriptions. Online technical support is available in English and Japanese. Phone support and online billing support are available in additional languages.
 
 ## Access Help and support
 
@@ -44,29 +44,21 @@ Use one of the following links to open the Microsoft Endpoint Manager admin cent
 - **Public cloud**: Use [https://endpoint.microsoft.com](https://go.microsoft.com/fwlink/?linkid=2109431)
 - **Private cloud** for government, which is also known as a sovereign cloud like Azure Government: Use [https://endpoint.microsoft.us](https://endpoint.microsoft.us)
 
-To access help and support in the admin center, you have some options:
+From within the admin center, use one of the following methods to access Help and support:
 
-- Go to **Troubleshooting + support** or another node in the admin center and select **Help and support** to open a full screen experience of Help and support.
+- Go to **Troubleshooting + support** > **Help and support** to open the *Help and support* pane.
 
-  :::image type="content" source="./media/get-support/troubleshooting-support-help-support.png" alt-text="Screenshot that shows how to get to help and support from Troubleshooting and support in the Microsoft Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/troubleshooting-support-help-support.png":::
+- From any node in the admin center, select **Help and support** to open the *Help and support* pane.
 
-- From any node in the admin center, or your current area of focus, select the question mark (`?`) near your profile pic to open the Help and Support pane.
-
-  In the following example, select **All services** and then select the question mark (`?`). **Help and support** opens:
-
-  :::image type="content" source="./media/get-support/all-services-question-mark.png" alt-text="Screenshot that shows how to get to help and support using home, dashboard, or any other option in the Microsoft Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/all-services-question-mark.png":::
-
-  When you open **Help and support** this way, it's pinned at the side. You can select any other option and it stays pinned.
+- From any node in the admin center, select the **?** icon in the upper-right corner to open the *Help* pane. Then, select **Help + support** to open the *Help and support* pane.
 
 ### Choose the right support scenario
 
-In **Help and support**, select any available option to focus support on your scenario. You’ll only see tiles for the services that you have subscriptions to use.
+The following image is an example of accessing help and support for Microsoft Intune by navigating to the Endpoint security node for Intune, and then selecting Help and support.
 
-In the following example, you see the different services available in this subscription:
+> ![Navigate to open help and support](./media/get-support/navigate-to-help-and-support.png)
 
-:::image type="content" source="./media/get-support/help-and-support-pinned.png" alt-text="Screenshot that shows the available help and support services in your subscription in the Microsoft Endpoint Manager admin center and Microsoft Intune.":::
-
-The following information can help you choose the correct focus:
+On the **Help and support** pane, select a tile to focus support on the scenario you are seeking assistance for. The following information can help you choose the correct focus:
 
 - **Intune**:
   - Managing devices with Intune
@@ -90,7 +82,7 @@ The following information can help you choose the correct focus:
   - Change requests to the configuration of Microsoft Managed Desktop devices
   - Reporting an incident or outage
 
-  If you're a Microsoft Managed Desktop customer, selecting that tile for Microsoft Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see [Admin support for Microsoft Managed Desktop](/microsoft-365/managed-desktop/working-with-managed-desktop/admin-support?view=o365-worldwide&preserve-view=true).
+  If you are a Microsoft Managed Desktop customer, selecting that tile for Microsoft Managed Desktop related issues will take you to the Service Requests page. For more information on Service Requests, see [Admin support for Microsoft Managed Desktop](/microsoft-365/managed-desktop/working-with-managed-desktop/admin-support?view=o365-worldwide&preserve-view=true).
 
 - **Windows 365**:
   - When you have a subscription for Windows 365, this tile opens Help and support for Windows 365.
@@ -111,73 +103,75 @@ After you select a support scenario, the admin center presents the Help and Supp
 > [!NOTE]
 > To access support scenarios in the Endpoint Manager admin center, your account must have an Azure Active Directory (Azure AD) role that includes the *action* **microsoft.office365.supportTickets**.
 
-:::image type="content" source="./media/get-support/confirm-management-selection.png" alt-text="Screenshot that shows the How can we help window in the Endpoint Manager admin center and Microsoft Intune.":::
+:::image type="content" source="./media/get-support/confirm-management-selection.png" alt-text="View the How can we help window":::
 
-Above the *How can we help?* title, there are three icons that you can select to open different panes: *Find solutions*, *Contact support*, and *Service requests*. The pane you’re viewing is identified by which icon is underlined. By default, the Help and support page opens to the *Find solutions* pane.
+Above the *How can we help?* title are three icons that you can select to open different panes: *Find solutions*, *Contact support*, and *Service requests*. The pane you’re viewing is identified by which icon is underlined. By default, the Help and support page opens to the *Find solutions* pane.
 
 > [!TIP]  
 > Customers with a **Premier** or **Unified** support contract have [additional options](#premier-and-unified-support-options) for support. If you've a Premier or Unified support contract, you'll see a banner similar to the following image:
 >
-> :::image type="content" source="./media/get-support/premier-banner.png" alt-text="Screenshot that shows the premier support option in the Endpoint Manager admin center and Microsoft Intune.":::
+> ![Premier banner](./media/get-support/premier-banner.png)
 
-### Search for solutions
+### Find solutions
 
-:::image type="content" source="./media/get-support/find-solutions.png" alt-text="Screenshot that shows how to search for solutions in the Endpoint Manager admin center and Microsoft Intune.":::
+![Select the find solutions pane](./media/get-support/find-solutions.png)
 
-On the *Search for solutions* pane, specify a few details about an issue in the provided text box. As you enter details, the console might offer suggestions based on what you've entered. Depending on the presence of specific keywords, the console offers one of two support experiences depending on what is available for the product you selected: the traditional support experience and the updated support experience.
+On the *Find solutions* pane, specify a few details about an issue in the provided text box. As you enter details, the console might offer suggestions based on what you've entered. Depending on the presence of specific keywords, the console offers one of two support experiences depending on what is available for the product you selected: the traditional support experience and the updated support experience.
 
 #### Traditional experience
 
-For products that use traditional support, when you enter keywords, the *Search for solutions* pane returns one or more of the following options. These options are based on the details you provide:
+For products that use traditional support, when you enter keywords, the *Find solutions* pane returns one or more of the following options based on the details you provide:
 
 - **Run diagnostics** – From the console you can start automated tests and investigations of your tenant that can reveal known issues. When you run a diagnostic, you might receive mitigation steps you can take to help resolve the issue.
 - **View insights** – Find links to documentation that provide context and background specific to the product area or actions you’ve described.
-- **Recommended articles** – Browse suggested to troubleshooting articles and other content related to the issue you’ve described.
+- **Recommended articles** – Browse suggested to troubleshooting topics and other content related to the issue you’ve described.
 
 For example, for Microsoft Intune you might enter **device enrollment failure**. With these criteria, your results include the option to run diagnostics for a user account:
 
-:::image type="content" source="./media/get-support/troubleshooting-insights.png" alt-text="Screenshot that shows the need help pane to run diagnostics, view insights, and read recommended articles in the Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/troubleshooting-insights.png":::
+:::image type="content" source="./media/get-support/troubleshooting-insights.png" alt-text="View of Need help pane with options to run diagnostics, view insights, and read recommended articles":::
 
 Running the diagnostics can identify issues for that account in Azure AD. In this example, the user wasn’t assigned a license for Intune, preventing the device enrollment, and we see a link to relevant content:
 
-:::image type="content" source="./media/get-support/diagnostic-resuslts.png" alt-text="Screenshot that shows the diagnostic results in the Endpoint Manager admin center and Microsoft Intune." lightbox="./media/get-support/diagnostic-resuslts.png":::
+:::image type="content" source="./media/get-support/diagnostic-resuslts.png" alt-text="View the diagnostic results":::
 
 #### Updated support experience
 
 *This support experience is currently available for Intune and Co-management.*
 
-Some keywords will lead to an enhanced experience that helps you drill down to more scenario-specific support. For example, you're using Microsoft Intune and enter a generic search for *Need help with Intune*. You'll see several more focused scenarios you can select to clarify the problem and find more focused results.
+Some keywords will lead to an enhanced experience that helps you drill down to more scenario-specific support. For example, if you're using Microsoft Intune and enter a generic search for *Need help with Intune*, the console offers several more focused scenarios you can select clarify the problem and find more focused results.
 
-:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="Screenshot that shows scenario options in the Endpoint Manager admin center and Microsoft Intune.":::
+:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="View of the scenario options":::
 
 When you select a scenario, new options are offered to help narrow down the issue.
 
-:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="Screenshot that shows filtered scenario options in the Endpoint Manager admin center and Microsoft Intune.":::
+:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="View of scenario options":::
 
 When presented, you can run automated tests or diagnostics where applicable, and view insightful information to help troubleshoot the problem. You might also see remediation steps to help you fix the issue.
 
 ### Contact support
 
-The **Contact Support** option is available after you provide some basic keywords on the *Search for solutions* pane. You can use this pane to file an online support ticket for a supported service.
+The **Contact Support** option is available after you provide some basic keywords on the *Find solutions* pane. You can use this pane to file an online support ticket for a supported service.
 
 > [!IMPORTANT]  
 > For technical support with third-party products that work with Intune (like Saaswedo, Cisco, or Lookout), contact the supplier of that product first. Before you open a request with Intune support, make sure you configured the other product correctly.
 
-:::image type="content" source="./media/get-support/contact-support.png" alt-text="Screenshot that shows how to select the contact support icon in the Endpoint Manager admin center and Microsoft Intune.":::
+:::image type="content" source="./media/get-support/contact-support.png" alt-text="Select the contact support icon":::
 
 When requesting assistance, provide a description of the problem with as much detail as needed. After confirming your phone and email contact information, select the method of contact you prefer. The window displays a response time for each contact method, which gives you an expectation of when you'll be contacted. Before submitting your request, attach files like logs or screenshots that can help fill in details about the issue.
 
-:::image type="content" source="./media/get-support/contact-support-form.png" alt-text="Screenshot that shows the contact support form in the Endpoint Manager admin center and Microsoft Intune.":::
+![Contact support form](./media/get-support/contact-support-form.png)
 
 After you fill in the required information, select **Contact me** to submit the request.
 
 ### Service requests
 
+![Select the service requests pane](./media/get-support/service-requests.png)
+
 The *Service requests* pane displays your case history. Active cases are at the top of the list, with closed issues also available for review.
 
-:::image type="content" source="./media/get-support/service-requests.png" alt-text="Screenshot that shows your service request list in the Endpoint Manager admin center and Microsoft Intune.":::
+![View your service request list](./media/get-support/service-requests-pane.png)
 
-If you have an active support case number, you can enter it here to go to that issue. Or, you can select any incident from the list of active and closed incidents to view more information about it.
+If you have an active support case number, you can enter it here to jump to that issue, or you can select any incident from the list of active and closed incidents to view more information about it.
 
 When you're done viewing details for an incident, select the left arrow that appears at the top of the service request window just above the icons for the **How can we help?** pane icons. The back arrow returns the display to the list of support incidents you've opened.
 

memdocs/media/get-support/confirm-management-selection.png

@@ -5,7 +5,7 @@ items:
   items:
   - name: Windows 365
     tocHref: /windows-365/
-    topicHref: /windows-365/
+    topicHref: /windows-365/index
     items:
     - name: Windows 365 Business
       tocHref: /windows-365/business/
@@ -16,6 +16,10 @@ items:
     - name: Windows 365 Enterprise
       tocHref: /mem/intune/
       topicHref: /windows-365/enterprise/index
+    - name: Windows 365 Enterprise
+      tocHref: /mem/intune/protect/
+      topicHref: /windows-365/enterprise/index
     - name: Windows 365
       tocHref: /azure/virtual-desktop/
-      topicHref: /windows-365/index
+      topicHref: /windows-365/enterprise/index
+ 

memdocs/media/get-support/navigate-to-help-and-support.png

@@ -1,4 +1,4 @@
-### YamlMime:ContextObject
+### YamlMime: ContextObject
 brand: Windows 365
 breadcrumb_path: ../breadcrumb/toc.yml 
 toc_rel: ../toc.yml

windows-365/breadcrumb/toc.yml

@@ -117,6 +117,8 @@ items:
         href: set-conditional-access-policies.md
       - name: Manage RDP device redirections 
         href: manage-rdp-device-redirections.md
+      - name: Enable screen capture protection
+        href: /azure/virtual-desktop/screen-capture-protection?context=/windows-365/context/pr-context
     - name: Apps
       items:
       - name: App overview