Services Admins, Global Admins, and Workspace Admins can grant the following permissions:
Assign workspace administrators
Designate support contacts
Permissions to manage users
Permissions to invite users
Setup & config IT health Assessments
Access to learning content
View Customer Activity
View shared files
Access to Customer Pulse survey
General users have unlimited access to Services Hub’s digital experiences. Here’s what you can do if your admin gives you permissions:
Invite users to join Services Hub
Explore Services Catalog and request information
View your Microsoft and View Support Requests
Access on-demand learning content
View and participate in live and recorded webcastsorganization’s contacts
Depending on your organization’s needs, you may be granted additional permissions to perform the following:
Support contact permissions
Your Services Admin may grant you Support Contact permissions.
Create Microsoft support requests for your organization
View all support request summaries you have access to
Service Hub: Register to Give Cloud Consent
Privacy restrictions require additional steps be taken to show support requests created in cloud portals on the Services Hub. To ensure that these cases show up properly, Office 365 tenant administrators who have opened a support request, Azure Admins or Contributor users will need to provide consent for showing these cases in the Services Hub.
Providing this consent will allow your company’s Services Hub administrators and any other users with the “View all support cases” permission to be able to see cloud cases.
Consent needs to be provided for each Office 365 tenant/Azure subscription linked to your Support agreement
Consent for each tenant/subscription must be provided by an associated tenant/subscription administrator
Consent can be granted within the Services Hub by such tenant/subscription admins that are also registered Services Hub users
Q: What role or permission do I need to provide consent?
A: Users must be one of the following:
Office 365 Administrators who have opened a support request
Azure Support Contributors
Service Hub: Register to Get Support Reporting
Unified Support Reporting & Trends
Users can now perform self-service reporting and trend analysis against their support information on the Support landing page.
Underneath the blue banner is the Recently updated support requests section. Users can see their two most recently updated support requests in this section and understand their status and activity against them at a glance.
Next is the reactive support request history section, which displays a summarized view of your cases opened by product in your current workspace, going back the last 18 months. Filters on Case State, Time Period, Severity (Initial, Current, Max), and/or Product Family can be applied to drill into specific information in this section.
We’ve taken the most common question that CSAMs (formerly TAMs) get asked and turned it into a filterable KPI tile to help you understand:
How many support requests have you submitted?
See the total number of cases that you have submitted, as well as how your case submission has changed over the last time period.
On the number of support requests histogram, users can understand which products they are requesting the most support for. An additional reporting layer on top of this histogram will show the Case Details Page incident trend analysis driving case volume. This will help you understand the root cause (people, process, technology) of your support requests. The purpose of this categorization is to drive relevant recommendations on the Services Hub, which includes services like assessments, workshops and training that can improve the efficiency of each customer’s organization and reduce the need for reactive support in the future.
See the reactive support request history section for a summarized view of your cases opened by product going back the last 18 months. Filters on Case State, Time Period, Severity, and/or Product Family can be applied to drill into specific information in this section.
Export Unified Case Data
Customer users can export and download a copy of their Unified support case data by clicking the “Export data” button on the top right of the history section.