How to View Microsoft Unified Case History as a Critical EA Negotiation Tool.

Microsoft Unified Case History: Track Issues, Strengthen Negotiations.

Let’s think of this as your captain’s log of noteworthy incidents your team experiences along your Microsoft journey, where you take account of everything your crew is overcoming on the journey to success. The Microsoft Unified Case History works quietly on your behalf, keeping a record for you about what issues arise for your team and how they are resolved.

These notes are collected into your case history until the time comes for them to become a crucial tool: contract renewal season.

You run a tight ship, so here’s more about why you want to access your Microsoft Unified Case History and how you can do it.

While you’re busy steering your company or IT team, the Microsoft case history log is busy taking note of all your past support cases that were submitted through Microsoft Unified.

While some speedsters might disregard a carefully kept record of notes about past issues in favor of focusing on the here and now, wise leaders know that these case history reports are rich in data. Information from this report can be used to turn the tide of negotiations in the favor of customers who require right-sized Microsoft Enterprise Agreements (EAs) and Microsoft Unified Support.

Having your Unified Case History report at the helm of your Microsoft negotiations can help you accomplish the following:

• Focus the conversation by keeping your Microsoft rep on the straight and narrow with the facts about how your team utilized Unified Support in the past (or how you didn’t use it).
• Identify recurring problems or systemic issues that a third-party support provider could handle more efficiently.
• Demonstrate Microsoft Support quality by reviewing whether Unified met your team’s expectations—or not.
• Compare cost of support vs. value by considering if the case history justifies the price of Microsoft Unified Support.
• Evaluate third-party support options with a better estimation of the needs your team typically encounters throughout the year.

A Microsoft Unified Case History report defines clear landmarks your team overcame since your last contract renewal. With a freshly downloaded report in hand, IT leaders have a better chance of steering negotiations into clear waters until the next renewal season comes up.

Is Microsoft Support a Cure or a Crutch?

A Microsoft Unified Support Case History is a record of all the past issues for which your team submitted tickets to Unified. It not only includes everything stakeholders might need to know about what the problem was, who was involved, and how the issue was resolved.

While the format of the report may vary depending on how you access it (through the Admin Center, Services Hub, or via Microsoft Support), a Microsoft Unified Case History Report generally includes the following key components:

• Case Details: ID or reference number, summary, status, and relevant dates
• Severity Level: where the ticket ranked on Microsoft’s severity scale (e.g., Severity A/Critical, Severity B/High, or Severity C/Moderate)
• Business Impact Summary: a description of how the issue affected business operations
• Issue Category: an identification of what product or service was associated with the ticket (e.g., Azure, Microsoft 365, Windows Server, Dynamics, Security, and Licensing)
• Issue Resolution: notes about how the case was resolved, whether it was escalated, and which team it was escalated to
• Microsoft Support Metrics: Initial response time, time to resolution, number of interactions, and details about individuals or teams assigned to resolve the ticket
• Customer Feedback: Customer Satisfaction (CSAT) Scores, follow-up recommendations, and noted issue recurrences

Let’s return to our nautical simile for a moment. Keeping a ship’s log is a longtime mandatory practice for captains of commercial (and even private) vessels on the seas. Not only is the log important for historical documentation in its own right, but it is also a tool that accounts for decisions made regarding navigation changes, safety measures, and maintenance needs.

Even more importantly, a ship’s log can turn into an integral tool for legal protection and professional accountability by providing evidence of the captain’s actions and decisions. If any accidents happened or legal disputes broke out amongst the crew, a savvy captain would have recorded something that justified the subsequent resolution.

A Microsoft Unified Case History is a lot like the ship’s log in several of these regards. It provides a Microsoft-focused account about what happened, why it happened, who was involved, and how the problem was fixed (or not). Then the record can be used later for defending or securing operational efficiency.

As the captain of your team charting a course in the Microsoft ecosystem sea: you need a case history report.

There are three ways you can navigate to your case history report:

1. Microsoft Admin Center
2. Microsoft Services Hub
3. Direct request to Microsoft Support

Read on for instructions about how to unearth your case history through any one of these three options (but remember: the report you end up with may vary a bit based on how you request the data).

Navigate to the Admin Center to track past service requests and export case data.

Sign in to the Services Hub to view and manage past support cases.

Option 1: How to Find Case History in Microsoft Admin Center

If your business primarily uses Microsoft 365 or Azure, you can view limited case history in the Microsoft Admin Center.

Step 1: Sign in to the Admin Center

• Go to https://admin.microsoft.com/.
• Sign in with an admin account for your organization.

Step 2: Navigate to Support Cases

• Click the “Support > View Service Requests” link.
• A list of past cases will appear.

Step 3: Export Support Case Data

• Select cases and click Export if available.
• If an export option is missing, take screenshots or manually document case details.

Option 2: Using Microsoft Services Hub to Access Case History

The Microsoft Services Hub is the primary portal where businesses can access and export their Microsoft Unified Support case history.

Step 1: Sign in to the Microsoft Services Hub

• Go to https://serviceshub.microsoft.com/ and click the “Sign In” button.
• Enter your Microsoft work or school account credentials associated with your Unified Support plan.

Step 2: Navigate to Support Case History

• In the Services Hub Dashboard, find the Support tab at the top.
• Click on “Manage Support Requests” or “View Case History” (the exact wording may vary).
• A list of all past support cases should appear, showing case IDs, issue summaries, and statuses.

Step 3: Filter and Select Cases for Export

• Use the filters (date range, product, severity, case status) to refine the list.
• Select “All Cases” or choose specific ones.

Step 4: Export the Case History Report

• Look for the “Export” or “Download” button (often found at the top right).
• Select a format (typically Excel (CSV/XLSX) or PDF).
• Download the report to your local system. Now you have successfully locked in a record of your case history from Microsoft Unified Support!

View case history, monitor issue resolution, and request detailed reports.

Option 3: Directly Requesting Case History from Microsoft Unified Support

If you don’t have access to Services Hub or need a more detailed history, you can request a report from Microsoft.

Step 1: Contact Microsoft Support

• Visit the Microsoft Support Portal.
• Open a new support request under Unified Support and specify that you need a full Case History Report.

Step 2: Provide Report Criteria

• Specify the date range you need (e.g., last 12 months).
• Mention any filters required (e.g., only high-severity cases, specific Microsoft products).
• Request an exported version (CSV or Excel is recommended).

Step 3: Receive and Review the Report

• Microsoft may take a few business days to provide the report.
• Once received, review the case details for insights on issue trends, resolution times, and escalation patterns.

Know your support trends, justify costs, and avoid renewal traps.

Having your Microsoft Unified Case History available during an Enterprise Agreement negotiation helps you:

• Keep the support facts straight
• Illuminate issue and support trends
• Outline support usage trends
• Appraise the true value of Microsoft Unified Support

Reviewing your journey with Microsoft encourages your team to favor strategic paths for the future, such as considering whether a third-party Microsoft Support alternative might increase your crew’s operational efficiency.

Furthermore, entering negotiations prepared can help your team avoid being netted into a Microsoft EA trap. That’s when Microsoft EA and Unified Support contracts are coupled together to expire at what appears to be a convenient renewal date. In reality, it’s just one more way that Microsoft can retain control over contract negotiations.

If your Unified Case History makes it clear that traditional Microsoft Support is running aground, it’s time to consider a third-party support provider. You can use your newly acquired case history report to find the best service option for you!

Key insights from your case history report can tell you when it’s time to bring your report to a third-party alternative:

• High service costs paired with a low case volume or overall low average severity
• Sluggish response and resolution times
• Excessive number of issues that are repeated or unresolved
• Lack of personalized or expert-level support
• Minimal ROI on underutilized proactive services
• Hidden costs that aren’t reflected in an increase in support quality

Customers who switch to US Cloud from Unified Support save 30-50% on operating costs and can expect faster responses and resolutions from U.S.-based engineers.

You need a case history without service gaps or dubious resolutions. Call US Cloud today if your Microsoft Case History report doesn’t map out the service quality you expected.

Call US Cloud

Is a Microsoft Case History the same thing as a Usage Report?

No. A usage report provides high-level aggregate data of your history with Microsoft Support. A Case History provides a record of case-by-case details of issues you have (or have not) resolved through Microsoft Unified Support.

Can I download my case history for analysis?

Yes. You can download your Microsoft Case History report in three ways: through the Admin Center, Services Hub, or by requesting it from Microsoft Support directly.

How can I use my case history to justify a third-party support switch?

If your Microsoft Case History features issue resolution that does not justify the cost of your Unified Support service, then high-quality support through a third-party support provider can help you cut costs without sacrificing service caliber.

What are some top third-party Microsoft support alternatives?

US Cloud is the leading third-party Microsoft Support alternative and is the only true replacement for Unified Support. Our team offers high-quality Microsoft expertise for a fraction of the cost of Unified Support, saving customers 30-50% of their operational spend.