Merge pull request #7114 from dsindona88/mem-support

Support page rework

Author: Angela Fleischmann

memdocs/get-support.md

@@ -8,7 +8,7 @@ keywords:
 author: brenduns
 ms.author: brenduns
 manager: dougeby
-ms.date: 12/01/2021
+ms.date: 03/25/2022
 ms.topic: how-to
 ms.service: mem
 ms.subservice: fundamentals
@@ -31,15 +31,10 @@ 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, including Intune, Configuration Manager, Windows 365, and Microsoft Managed Desktop. You can access support for all of these from the Microsoft Endpoint Manager 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.
 
 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.
 
-With administrative access to the admin center, you can use the **Help and Support** option to file an on-line support ticket for a supported service. To create and manage 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).
-
-> [!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.
-
 ## Access Help and support
 
 Use one of the following links to open the Microsoft Endpoint Manager admin center. The link you use depends on how your tenant is hosted:
@@ -55,11 +50,11 @@ From within the admin center, use one of the following methods to access Help an
 
 - 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
 
-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:
+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.
 
 > ![Navigate to open help and support](./media/get-support/navigate-to-help-and-support.png)
 
-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:
+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
@@ -97,62 +92,65 @@ On the *Help and support* pane, select a tile to focus support on the scenario y
 >
 > This problem occurs when you've not authenticated and accessed the *How can we help?* page from your new tenant account through either the **Microsoft 365 Admin Center** at [https://admin.microsoft.com](https://admin.microsoft.com), or the **Office 365 portal** at [https://portal.office.com](https://portal.office.com). To resolve this problem, select the link for *Microsoft 365 Admin Center* in the message, or visit [https://portal.office.com](https://portal.office.com), and sign in. Following authentication at either site, go to the Admin area and click the Need Help icon in the lower right.  After completing these steps *Help and Support* for Intune becomes accessible.
 
-## The support experience
+## Review your support options
 
-After you select a support scenario, the admin center presents the Help and Support page where the support scenario you’ve selected appears at the top **(1)**. If the wrong support scenario was selected, you’ll need to go back to make a different selection:
+After you select a support scenario, the admin center presents the Help and Support page where the support scenario you’ve selected appears at the top **(1)**. If the wrong support scenario was selected, you’ll need to go back to make a different selection.
 
 :::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 are three icons that you can select to open different panes of the *How can we help?* window. The pane your viewing is identified by the underline.
+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. However, if you have an active support case, then Help and support opens to the *Service requests* pane where you can view details about your active and closed support cases.
 
 > [!TIP]  
-> Customers with a **Premier** or **Unified** support contract have [additional options](#premier-and-unified-support-customers) for support. If you've a Premier or Unified support contract, you'll see a banner thats similar to the following image:
+> 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:
 >
 > ![Premier banner](./media/get-support/premier-banner.png)
 
-By default, the Help and support page opens to the *Find Solutions* pane. However, if you have an active support case then help and support opens to the *Service requests* pane where you can view details about your active and closed support cases.
-
 ### Find solutions
 
 ![Select the find solutions pane](./media/get-support/find-solutions.png)
 
-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:
+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.
 
-#### Support scenarios
+#### Traditional experience
 
-*This support experience is currently available for Intune and Co-management.*
+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:
 
-Some keywords will lead to an enhanced support scenario. For example, if your're using Microsoft Intune and enter a generic search for *Need help with Intune* the console offers several more focused scenarios you can select, to drill into the problem and find more focused results:
+- **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 topics and other content related to the issue you’ve described.
 
-:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="View of the scenario options":::
+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:
 
-When you select a scenario, new options are offered to help narrow down the issue:
+:::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":::
 
-:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="View of scenario options":::
+Running the diagnostics can identify issues for that account in Azure Active Directory (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:
 
-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.
+:::image type="content" source="./media/get-support/diagnostic-resuslts.png" alt-text="View the diagnostic results":::
 
-#### Traditional experience
+#### Updated support experience
 
-When the keywords you enter don't have deeper dedicated support available through the admin center, the pane returns one or more of the following options based on the details you provide:
+*This support experience is currently available for Intune and Co-management.*
 
-- **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 for the product area or actions you’ve described.
-- **Recommended articles** – Follow links to troubleshooting and related content that focus on the issue you’ve described.
+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.
 
-For example, for Microsoft Intune you might enter **device enrollment failure**. With these criteria, your results include the option to run Run diagnostics for a user account:
+:::image type="content" source="./media/get-support/scenarios-example.png" alt-text="View of the scenario options":::
 
-![View troubleshooting insights](./media/get-support/troubleshooting-insights.png)
+When you select a scenario, new options are offered to help narrow down the issue.
 
-Running the diagnostics can identify issues for that account in your Azure AD. In this example, the user wasn’t assigned a license for Intune, preventing the device enrollment, and a link to relevant content is provided:
+:::image type="content" source="./media/get-support/drill-in-scenarios.png" alt-text="View of scenario options":::
 
-![View the diagnostic results](./media/get-support/diagnostic-resuslts.png)
+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
 
-![Select the contact support pane](./media/get-support/contact-support.png)
+If you have administrative access to the admin center, you will see the **Contact Support** option, which you can use to file an online support ticket for a supported service. This pane is available after you provide some basic keywords on the *Find solutions* pane.
 
-From the *contact support* pane, you can submit a request for assistance. This pane is available after you provide some basic keywords on the *find solutions* pane.
+:::image type="content" source="./media/get-support/contact-support.png" alt-text="Select the contact support icon":::
+
+To create and manage a support incident, your account must have an 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).
+
+> [!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.
 
 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.
 
@@ -170,9 +168,9 @@ The *Service requests* pane displays your case history. Active cases are at the
 
 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.
+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.
 
-## Premier and Unified support customers
+## Premier and Unified support options
 
 As a customer with a **Premier** or **Unified** support contract, you can specify a severity for your issue, and schedule a support callback for a specific time and day. These options are available when you open or submit a new issue and when you edit an active support case.
 
@@ -188,5 +186,6 @@ Selecting either a severity **A** or **Critical** issue limits you to a phone su
 ## Next steps
 
 - [Billing and subscription management support](https://support.office.com/article/Contact-Office-365-for-business-support-Admin-Help-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b)
+- [Use the troubleshooting portal to help users at your company](./intune/fundamentals/help-desk-operators.md)
+- [Microsoft Intune troubleshooting documentation](/troubleshoot/mem/intune/welcome-intune)
 - [Volume licensing](https://go.microsoft.com/fwlink/p/?LinkID=282015)
-- [Troubleshoot Intune issues](./intune/fundamentals/help-desk-operators.md)

memdocs/intune/fundamentals/whats-new.md

@@ -1117,7 +1117,7 @@ As a [bulk device action](../remote-actions/bulk-device-actions.md) for Windows
 
 #### Support for Locate device remote action on Android Enterprise dedicated devices<!--8589952  -->
 
-You can use the **Locate device** remote action to get the current location of a lost or stolen Android Enterprise dedicated device that is online. If you attempt to locate a device that’s currently off-line, you’ll see its last known location instead, so long as that device was able to check-in with Intune within the last seven days.
+You can use the **Locate device** remote action to get the current location of a lost or stolen Android Enterprise dedicated device that is online. If you attempt to locate a device that’s currently off-line, you’ll see its last known location instead, so long as that device was able to check in with Intune within the last seven days.
 
 For more information, see [Locate lost or stolen devices](../remote-actions/device-locate.md).
 
@@ -1171,7 +1171,7 @@ We have released a new **Device configuration** organizational report. This repo
 
 #### Updated support experience in Microsoft Endpoint Manager admin center<!-- 8920053   -->
 
-Available for Intune and co-management support flows, we’ve updated an improved [support experience](../../get-support.md#support-scenarios) in the Microsoft Endpoint Manager admin center. The new experience guides you to issue-specific troubleshooting insights and web-based solutions, to get you a resolution faster.
+Available for Intune and co-management support flows, we’ve updated an improved [support experience](../../get-support.md#updated-support-experience) in the Microsoft Endpoint Manager admin center. The new experience guides you to issue-specific troubleshooting insights and web-based solutions, to get you a resolution faster.
 
 To learn more about this change, see the [support blog post](https://aka.ms/EndpointManager-support-experience).