What can AI assistant do in the Customers workspace?

Important

Partner Center AI assistant is currently only available in preview, available to partners using the English version of Partner Center. Review this article to start using AI assistant and provide feedback on the experience.

Partner Center AI assistant (preview) can answer your questions about the Customers workspace. AI assistant answers frequently asked questions and can help you with the following topics.

• Pricing details: AI assistant can help check the price for any new commerce licensed-based products in your cart for a given customer before or after you buy it. Prices are subject to change before subscription renewal.
• Eligibility for promotion, migration, and transitions: AI assistant can check promotion eligibility for orders and customers, legacy to new commerce migration, and available subscription upgrade paths.
• Subscription and order insights: AI assistant can fetch specific subscription and order information, including the subscription list for a customer.
• NCE handbook content: AI assistant can help answer questions from the new commerce experience (NCE) handbook.
• Cancel or reduce license count of duplicate subscriptions after upgrades: AI assistant can help you cancel duplicate subscriptions or reduce the license count after upgrading to a higher-level subscription in Partner Center. It also supports processing refunds for any unused portions of those duplicate subscriptions, ensuring accurate billing and a smoother upgrade experience.

Here are a few examples of the kinds of prompts you can use in the Customers workspace. Modify these prompts based on your scenarios, or try other prompts to get different kinds of information.

Note

Be precise with your question. To help AI assistant provide accurate results, add keywords like customer, subscription, or eligibility in the prompt.

Pricing details

Important

The price list is the source of truth for pricing information. Prices are subject to change before subscription renewal.

• What is the current price for end of sale [product name] for customer [customer name]?
• What is the current price for [product name] for customer [customer name]?

Eligibility checks

• Is [subscription name or ID] eligible for MS-led migration for my customer [customer name]?
• Is the offer [product name and SKU ID] eligible for promotion for customer [customer name]
• Is there a promotion applied to my order [order ID]? If so, what is the promo ID?
• What are the transitions eligible for [subscription name or ID] for my customer [customer name]?
• What is the status of my transition for [subscription name or ID]?

Subscription and order insights

• Get my list of subscriptions for customer [customer name].
• Get the details of subscription [subscription name] for customer [customer name].
• Is subscription [subscription name] eligible for cancellation for customer [customer name]?
• How much quantity can I reduce on subscription [subscription name] for customer [customer name]?

Examples

NCE Handbook

• Information on technical versus licensing prerequisites from the NCE Handbook
• Information on adding and reducing add-on licenses from the NCE Handbook
• Information on upgrading an existing subscription from the NCE Handbook

Examples

Break down your requests for complex questions. A Partner Center AI assistant (preview) session remembers the boundaries set previously. If you want to reset and ask a different question, specify the keywords and boundaries once again.

Cancel or reduce license count of duplicate subscriptions after upgrades

When you upgrade to a higher-level subscription in Partner Center, duplicate subscriptions may be created.

The AI assistant can help you:

• Cancel duplicate subscriptions that are no longer needed.
• Reduce the license count on duplicate subscriptions to match your actual usage.
• Facilitate refunds for any unused portions of those duplicate subscriptions.

This helps ensure a smooth transition during the upgrade process.

Tip

Use the AI assistant proactively after each upgrade to review your active subscriptions and avoid unnecessary charges.

Which subscriptions are eligible for cancellation or reduction in license count?

The subscription must meet these conditions to be eligible for cancellation or a reduction in license count.

• ✅Upgrade timing: The upgrade must have occurred within the last six months.
• ✅Product inclusion: The upgraded subscription must include all products and services from the duplicate or the original subscription.
• ✅License count: The duplicate or the original subscription must have equal to or lesser license count than the upgraded subscription.
• ✅Billing term: The billing term of the duplicate or the original subscription must be the same or shorter than the upgraded subscription's billing term.
• ✅Subscription status: The upgraded subscription must be active.
• ✅Upgrade method: The upgrade must be done through the upgrade workflow through the Partner Center UI or API. No other upgrade method is supported.
• ✅Upgrade path: Both subscriptions must be on the many-to-one upgrade path or upgrade product list. Here's a list of a few products supported through this feature.

Benefits

• ⚡ 90% faster processing: Experience significantly reduced turnaround times for cancellation and refund requests.
• 🔄 Streamlined decisions: Get quick, automated decisions on refund and cancellation eligibility.
• ⏫ Increased upgrade efficiency: Upgrade to higher-level subscriptions with minimal disruption and the AI assistant helps manage any duplicate subscriptions.
• ⏱️ Time savings: Save time using the AI assistant and focus on more strategic, high-value tasks.

Step by step guide on how to use the AI assistant to cancel or reduce license count of your customer's subscriptions

This guide explains how to manage your customer subscriptions step by step.

Step 1: Confirm subscription upgrade

To begin, confirm that the subscription for your customer is upgraded through Partner Center using the upgrade workflow. If you purchase a new higher-level subscription as a separate transaction rather than processing it as an upgrade to an existing subscription, the existing subscriptions aren't eligible for cancellation or license count reduction through the AI assistant.

Once you used the supported upgrade path, follow these steps to allow the AI assistant to assist with managing any resulting duplicate subscriptions:

1. Collect the following information:
   • Your customer's Tenant ID.
   • The Subscription ID of the upgraded subscription.
   • Decide whether you need to cancel the subscription or reduce the number of licenses.
2. Use the AI assistant:
   • Provide the collected IDs using a prompt from the prompt guide, or use a zero prompt, and the assistant will guide you through the next steps.

Example

"Cancel the subscription **[Enter Subscription ID to Cancel here]** for customer **[Enter Customer ID here]**, as it is a duplicate resulting from an upgrade. The upgraded subscription is **[Enter Upgraded Subscription ID here]**."
OR
"Reduce the license count for Subscription **[Enter Subscription ID to Cancel here]** belonging to customer **[Enter Customer ID here]**, as this is a duplicate resulting from an upgrade. The upgraded subscription is **[Enter Upgraded Subscription ID here]**."

Replace the placeholders **[Enter Customer ID here]** with the actual customer tenant GUID like 00001111-aaaa-2222-bbbb-3333cccc4444. Similarly, replace the **[Enter Subscription ID to Cancel here]** with the actual subscription GUID like aaaa0a0a-bb1b-cc2c-dd3d-eeeeee4e4e4e.

Tip

To cancel or reduce licenses for multiple subscriptions in a single prompt, replace the placeholder with a comma-separated list of the subscriptions, like aaaa0a0a-bb1b-cc2c-dd3d-eeeeee4e4e4e, bbbb1b1b-cc2c-dd3d-ee4e-ffffff5f5f5f.

Step 2: Identify the duplicate subscription

1. Identify the duplicate subscription and copy the subscription ID.
2. Share this subscription ID with the AI assistant to proceed with cancellation or license adjustment.

Example

"The duplicate subscription is [subscription ID]."

Make sure to replace the [subscription ID] with the actual subscription GUID.

Step 3: Check eligibility

The AI assistant automatically checks if the subscription can be canceled or if the license count can be reduced. If eligible, you see the following details displayed in the conversation:

• Subscription name
• Billing term
• Billing plan
• Current quantity
• Proposed action

Step 4: Verify and approve changes

1. Review the verification ID provided by the AI assistant to ensure that the proposed changes are correct.
2. Enter the verification ID to approve the cancellation or license count reduction.
3. Provide your email and contact details for processing and confirmation.

Important

Ensure your contact details are accurate to avoid any issues with processing or follow-up.

Step 5: Create a support ticket

1. Once you confirm the changes, a support ticket is automatically created.
2. You receive a link to view the ticket details.
3. Track the status of your support ticket by visiting the Help + support page in Partner Center.

Tip

Use the link to monitor your ticket’s progress and stay updated on any required actions or resolutions.

By following these steps, you ensure that the cancellation or reduction of the license count for duplicate subscriptions is handled smoothly and efficiently.

Where do you find this feature in Partner Center?

This feature is available in these locations within the Partner Center portal.

Option 1: Use the subscription management page

Tip

This option is more efficient as it automatically generates the prompt for you, including the customer ID and upgraded subscription ID.

1. Go to the Customers workspace > subscription management page in Partner Center.
2. Find the banner: Find the subscription that was upgraded via the upgrade feature. Look for a banner at the top of this page.
3. Follow AI guidance: Select "Get cancellation help" on the banner and follow the instructions provided in the guidelines.
4. Check for a confirmation message: Ensure you receive a confirmation message with a ticket link.

Option 2: User the AI assistant

1. Access the AI assistant:
   • Sign in to Partner Center.
   • Select the AI assistant icon in the upper-right corner of the page. The AI assistant panel opens on the right side of the page.
2. Provide a clear request: Specify whether you want to cancel or reduce the number of licenses. Use clear language to describe your actions, such as:

   "Cancel the duplicate subscription due to an upgrade for customer [customer ID]. The upgraded subscription is [subscription ID]."
   OR
   "Reduce the license count of the duplicate subscription due to an upgrade for customer [customer ID]. The upgraded subscription is [subscription ID]."
   

   Make sure to replace the [customer ID] with the actual customer tenant GUID and the [subscription ID] with the actual subscription GUID.
3. Follow AI guidance: The AI assistant might ask you questions to clarify other details. Follow the instructions provided in the guidelines.
4. Check for a confirmation message: Confirm you receive a ticket link upon completion.

Examples

Note

• If the banner in Option 1 isn't visible, ensure you select the correct subscription or check user permissions.
• Refer to the examples for visual guidance on navigating the portal.
• Ensure that both your email address and phone number are included before requesting the AI assistant to create the ticket.
• If the AI assistant stops responding or encounters an error during a conversation, clear the conversation and start again.
• Our support team might not contact you unless more information is required to resolve your ticket. To check the status of your ticket, go to the Help + support page on Partner Center.
• After we process the request, your refund will be included in the next invoice and reconciliation document.

Related content

• Understand granular delegated admin privileges (GDAP)
• Manage your customer list
• Keep up with feature updates on Partner Center announcements