Get Support

Admins can use the Support experience in the Power Platform admin center to get self-help solutions in real-time for their issue. If the issue can't be resolved through self-help, you can use the same Support experience to contact a Microsoft support representative.

An example of solutions provided for Dynamics 365 App for Outlook issues:

Prerequisites

• You have a security role that is enabled for creating support requests. Users having one of these security roles can create support requests:

  • Microsoft Entra Role Admin
  • Environment Administrator (or System Administrator role in Dataverse)
  • Company Admin
  • Billing Admin
  • Service Admin
  • CRM Service Admin
  • CRM Organization Admin
  • Power Platform Admin
  • Security Admin
  • Partner Delegated Admin
  • SharePoint Admin
  • Teams Admin
  • Exchange Admin
  • Power BI Admin
  • Power Apps Environment Admin
  • Power Apps Full Admin
  • Compliance Admin
  • Helpdesk Admin
  • LCS User

• Available for the following support plans:

  • Subscription Support
  • Professional Direct Support
  • Unified Support

Note

In the following cases, you might not be able to create a support request or we can't provide relevant solutions:

• There's an issue with your Unified or Premier Support contract. Contact your Incident Manager or Customer Success Account Manager (CSAM).
• Your Support subscription has expired. Renew.
• We couldn't find your support plan.
  • If you have a Unified or Premier Support plan, contact your Incident Manager or Customer Success Account Manager (CSAM).
  • If you have a non-Unified/Premier Support plan, verify the plan is active. For support information, see Community forums.

View solutions or create a support request using the Support agent (Preview)

Important

• This is a preview feature.
• Preview features aren't meant for production use and may have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.

1. Sign in to the Power Platform admin center with your admin credentials.

2. Select Support > Support requests and then select Get support.

3. The Support agent PREVIEW pane opens. This is a chat-based experience that provides self-help solutions and allows you to create a support request if needed. Select the Technical section to find solutions to your issue.

   

4. In the text box, describe the issue you're facing. The Support agent provides a list of possible solutions based on the information you provided.

   

5. Select either Yes or No to indicate if the solution suggested by the Support agent (Preview) was helpful.

   • If you select Yes, the support request is closed, and you can provide feedback on the solution.
   • If you select No, you're prompted to create a support request. You can create a support request only if you have a valid support plan. If you don't have a support contract, you're prompted to add one or ask about a new topic.

View solutions or create a support request using the Support experience

1. Sign in to the Power Platform admin center with your admin credentials.

2. Select Support > Support requests and then select Get support.

3. To switch to the old Support experience instead of the Support agent experience, select the ... (ellipsis) icon in the top right corner, and then select Switch to old experience.

4. Select Proceed to continue to the old experience. The How can we help? page opens with the following tabs:

Problem tab

1. In the Problem tab, select the product that you need help with. The product options are based on your licenses and the products you have access to.

   Note

   We've made changes to the product listing when creating a new support request. The following products are now available from the menu:

   • Dynamics 365 Sales
   • Dynamics 365 Marketing
   • Dynamics 365 Customer Service
   • Dynamics 365 Omnichannel for Customer Service
   • Microsoft Dataverse
   • Power Platform Administration

   This change doesn't impact on your licenses.

2. Next, describe the exact error or describe the issue you're facing and then select the problem type. Scroll down and select Get solutions to view the possible solutions based on the product and problem type.

Copilot (Preview) tab

This tab appears only for select products after you select it in the previous tab.

1. In the Copilot (Preview) tab, you see a list of suggested solutions based on the information you provided. If you find a solution that seems relevant, select it to view more details.

2. Select either Yes or No to indicate if the solution suggested by Copilot (Preview) was helpful.

   • If you select Yes, the support request is closed, and you can provide feedback on the solution.
   • If you select No, you're prompted to provide follow-up questions your issue. Select Next to continue.

Solutions tab

1. In the Solutions tab, you see a list of recommended solutions to your issue based on the information you provided.

2. If the guidance doesn't resolve your issue, scroll down and select Next.

Support tab

1. In the Support tab, you can create a support request.

2. Enter your Premier access ID and the Contract ID/password.

   Note

   • For Contract ID/password, enter your Unified or Premier contract ID.
   • The Contract ID/password defaults to the Unified or Premier contract ID. If you have changed the password when registering online in the Unified/Premier portal, you should use the updated password instead of the contract ID.

   Important

   If you don't know your access or contract ID, contact your service admin or Incident Manager or Customer Success Account Manager (CSAM).

   Note

   If you have one of the plans listed in Prerequisites, you can set the severity to a higher level than Minimal.

Contact tab

In the Contact tab, enter your contact information. This information is used to contact you about the support request.

View list of support requests

After you submit your request, it appears in the list of support requests. You can check the status and edit your request on this page.

Note

Depending on availability, you might be able to use live chat option to converse with support engineers from Microsoft after creating a support request. More information: Use live chat with persistence for support requests

Advisory services and premium support plan

A premium support plan includes advisory services. You can submit a request to get answers relative to recommendations, best practices, general advice or guidance on the usage of the products.

Without a premium support plan, you can only submit request on technical issues. Progressively, such restriction is enforced and you can't create a support request for advisory services unless you have a premium support plan.

Limited preview: Report outage

Note

This is a preview feature available only to a limited set of customers to try out. If you don't see the Report Outage link, don't worry! We'll be bringing this feature to all customers in the future.

If you're experiencing a service outage, select the Report outage link to report the outage so that we can timely review and act on it.

Fill out the pages and then submit to have your support request receive an expedited review.

We'd love to know your thoughts on the new outage reporting process. Or, if you'd like to be considered for this limited preview, fill out this form.

Model-driven apps and support environments

For some support requests, you're asked to request a support environment. Currently, support environments can’t be created for the Power Apps or Power Automate product options in the What product where you using when the issue occurred? field. To create a support request which includes a support environment for Power Platform issues, select the Microsoft Dataverse product for that field.

See also

• Create an effective support request
• Support overview
• How do I check my online service health?