Updated support flow in Microsoft Endpoint Manager

This post has been republished via RSS; it originally appeared at: Intune Customer Success articles.

The support experience in Microsoft Endpoint Manager today is set up to help you resolve issues using relevant insights diagnostics and documentation suggestions in the console itself. We’re updating this experience to integrate a wizard-like flow to help you get to more pointed insights faster. The flow will integrate the simplicity of in-console search and virtual assistant functionality to address more complex issues. This provides a seamless experience to guide you to issue-specific troubleshooting insights and web-based solutions, helping you get resolution faster.

 

The new experience

It all begins in the Help and Support blade (Figure 1) where you can choose the area of focus for your issue.

 

Figure 1 Microsoft Endpoint Manager admin center's Help and Support blade in Troubleshooting + supportFigure 1 Microsoft Endpoint Manager admin center's Help and Support blade in Troubleshooting + support

 

When you select a topic, the new experience will launch the How can we help? pane (Figure 2) where you will see the updated support experience. With this flow, you will see different options depending on the keyword you enter, as shown in the following image.

 

Note: This flow is currently available for certain keywords within Intune and Co-management topics only. If your support scenario is not included, you will see the How can we help? pane as usual and can follow the instructions in How to get support in Microsoft Endpoint Manager admin center. If the information presented in either experience doesn’t help you resolve your issue, you can open a support case as you normally would and as outlined in the documentation article linked above.

 

Figure 2 How can we help? blade populated by a keywordFigure 2 How can we help? blade populated by a keyword

 

Select any one of these, and you’ll see further choices to narrow down the issue (Figure 3), the option to run automated tests or diagnostics where applicable, and insightful information to help troubleshoot the problem. When presented, you can run a diagnostic to detect enrollment, app deployment, or licensing issues and see remediation steps to fix the issue.

 

Figure 3 How can we help? blade with narrowed search resultsFigure 3 How can we help? blade with narrowed search results

 

As we mentioned above, this flow is currently available for the Intune and Co-management cards in the Help and Support blade, for certain keywords. Over the next few months, we’ll keep adding scenarios based on our data and customer feedback, and updates to our documentation.


If you have questions or comments for the Intune team, reply to this post or reach out to @IntuneSuppTeam on Twitter. We look forward to hearing from you!

 

 

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