Microsoft Support AI Assistant.

Microsoft Support AI Assistant is a support experience in Engage Center that helps users investigate technical issues and, when needed, start a support request. Users provide information through prompts and selections, review troubleshooting guidance, and decide whether to continue resolving the issue or move to a case. The assistant is part of the support workflow, rather than a replacement for the user’s judgment about whether the issue needs further attention.

A case is not created simply because a user starts a conversation with the assistant. The user must choose to create a request, review and complete the case details, and submit the form. That distinction matters operationally: information in the conversation may help prepare the request, but the submitted case is the formal handoff for support.

The interaction begins with the user identifying the affected product and describing the issue through the available prompts. The assistant may offer troubleshooting guidance or ask for additional context. The user can consider the guidance, provide more information, and determine whether it has resolved the problem. If not, the user can choose the option to create a support request.

When the user proceeds, the assistant uses some of the information shared in the interaction to prepare the request. It drafts a title and description, giving the user a starting point rather than requiring every field to be written from scratch. These fields remain editable, so the user can correct wording, add details, or make the description more precise before submission.

• Describe the issue. Select the product and provide the requested information about the problem. Include clear details about what is not working and any relevant circumstances.
• Review the troubleshooting guidance. Consider the steps provided and continue the interaction if more context is needed. If the issue remains unresolved, choose the option to start a support request.
• Check the drafted title and description. Read both fields carefully. Correct any inaccurate or vague wording, and add important information that was not reflected in the draft.
• Complete the rest of the request. Add relevant attachments and provide the details requested in the form. Depending on the experience, these may include the support plan, severity, contact preference, contact information, and additional contacts.
• Review and submit. Confirm that the case details represent the issue you intend to report, then submit the request. A confirmation and case number are provided after submission.

The assistant uses some information from the interaction when preparing the request. The title and description are drafted for the user to review and edit. This can help carry the issue’s basic context from troubleshooting into the case form, but it should not be treated as proof that every detail from the conversation has been included.

The request form also requires the user to complete or confirm other details. Depending on the experience, these can include attachments, support and severity selections, and contact information. Check the form itself rather than assuming the conversation has supplied everything the support team will need. If a technical fact is important to understanding the issue, make sure it appears clearly in the request.

An administrator uses the assistant to investigate a service problem affecting a group of employees. The assistant provides troubleshooting guidance, but the issue continues. The administrator chooses to start a support request, then reviews the generated title and description. The draft identifies the general problem, but the administrator adds when the issue began, describes its impact, attaches relevant diagnostic information, and checks the contact details before submitting.

This example shows the division of responsibility: the assistant helps prepare the case, while the administrator ensures the final request is accurate and sufficiently informative. If the administrator submits a vague or incomplete description, the case may not communicate the issue as clearly as intended.

Use the final review to check both the content of the case and the information needed to manage it. In particular, confirm that:

• The title identifies the issue rather than only naming the affected product.
• The description explains what is happening and includes relevant context.
• Important troubleshooting steps and results are included where appropriate.
• Attachments are relevant to the reported issue.
• The selected severity, support plan, and contact details are correct.

The available fields and sequence may differ across Engage Center support experiences. Follow the options presented in the session, and do not assume that another user or account will display an identical workflow.

After submission, the assistant confirms that the case was created and provides a case number. Keep that number available for identifying the request in later support interactions. The confirmation establishes that the submission completed; it does not, by itself, indicate how quickly the issue will be handled or what outcome the investigation will reach.

If the user notices that important information was omitted, they should use the available case-management process to provide or update details. The exact way to do that depends on the support experience and the options available to the user.

Microsoft Support AI Assistant helps move an issue from guided troubleshooting into a prepared support request. Its main role in case creation is to use some interaction context to draft parts of the form, while the user supplies, verifies, and submits the remaining information. A careful review is important because the quality of the handoff depends on what the final request actually contains.