What to expect as Engage Center rolls ut

How this change shows up over time

Customers may experience the move from Services Hub to Engage Center in one of two ways. Some will see a gradual, intentional transition, with features appearing in Engage Center over time and changes unfolding at a steady pace. Others will experience a faster‑paced migration, where multiple features shift within days, and the full transition completes quickly.

Regardless of the path, the outcome is the same: Engage Center becomes the single experience for your daily work.

How features transition

Features move to Engage Center gradually. While the timing may vary by customer, the experience typically progresses in the following order:

Support foundations

• Support – Case Create, Support Management
  The essential tools for opening support requests, tracking progress, and managing your active cases.

Everyday support context

• External Resources, Digital MIRP, Learning, Support Insights
  The day‑to‑day guidance, learning, and diagnostic information that helps you resolve issues and stay informed.

Collaboration and artifacts

• Shared Files
  The place where your account team will upload documents that are relevant to your support engagements with Microsoft.

Administration and structure

• Access Management, Space Management
  The controls that let you manage user permissions and organize how your team’s work is structured.

Customer organization and communications

• Customer Level Workspace, Newsletter & Customer Activity
  The tools that keep your organization aligned, informed, and up to date across shared work.

On‑Demand Assessments

• Assessments
  Guided, self‑service evaluations that surface insights and recommendations tailored to your environment.

Note

You may see some of these features available in Engage Center while other features are still accessed through Services Hub during the transition.

How you know a feature has transitioned for you

A feature is considered transitioned when:

• It is available and usable in Engage Center
• You can complete the related workflow there, end‑to‑end
• The feature is no longer available in Services Hub and you are redirected to Engage Center instead

Why experiences may differ

We don't transition every customer to every feature at the same time. During the rollout:

• One customer may see a feature in Engage Center while another does not yet
• Some capabilities are enabled for Single Workspace customers before expanding to Multiple Workspace customers
• When you have fully transitioned to Engage Center:
  • You will log in to Services Hub and any activity you start will redirect you to Engage Center
  • You can utilize Engage Center fully, and there is no need to visit Services Hub
• These differences are expected and help ensure a stable transition

The final state

Regardless of whether you have transitioned to a few features or nearly all of them, there is a defined point where all customers move fully to Engage Center, and Services Hub is no longer accessed.