It has been more than four (4) years since Microsoft released Microsoft Dynamics 365, a set of intelligent business enterprise resource planning (ERP) and customer relationship management (CRM) applications, each meant to cater to different business functions and help perform better with the help of predictive, AI-driven insights.
After all the re-branding that Microsoft has done in these 4 years, there are currently 12 applications that function under the Dynamics 365 umbrella of business applications, namely Sales, Marketing, Customer Service, Field Service, Project Service Automation, Commerce, Finance, Supply Chain Management, Human Resources, Artificial Intelligence, Mixed Reality and Business Central (ERP for SMBs).
Now it only makes sense that users of Dynamics 365 Business Applications get Microsoft Dynamics 365 Support Services in order to have their applications functioning smoothly.
Microsoft offers these support services in two forms, Technical Support and Billing Support. For each module, this is how Microsoft offers technical support:
For Sales, Customer Service, Field Service and Project Service Automation, you can raise a support request provided you have one of these security roles in your application in your application, namely AAD Role Admin, Power Apps Full Admin, Power Apps Environment Admin, Company Admin, Billing Admin, Service Admin, CRM Service Admin, Power Platform Admin, Security Admin, CRM Organization Admin, Partner Delegated Admin, SharePoint Admin, Teams Admin, Exchange Admin, Power BI Admin, Compliance Admin or Helpdesk Admin.
Once you have met these prerequisites, you become eligible for the following types of support, namely Subscription Support, Enhanced Support, Professional Direct Support, Premier Support and Unified Support. End users must then enter the admin credentials provided to them in the Power Platform Admin Center and select help + Support in order to raise a Support Request. The product must then be selected with the relevant issue after which the problem type must be filled in along with the description of the issue, after which See Solutions must be selected.
If your issue is still unsolved, then you must scroll down and Create a Support Request and fill in all the fields in the form pages.
Microsoft Dynamics 365 Support Services for Business Central is available only through Partners, and users must contact their reselling partners to get any technical issue resolved. If the Business Central partner is incapable of resolving the issue, then a support ticket must be raised with Microsoft.
Microsoft Dynamics 365 Support in Australia and elsewhere for Finance and Supply Chain Management is offered through the Issue Search Tool in the LCS (Lifecycle Services), where Microsoft Knowledge Based articles and hotfixes can be checked for in addition to checking which reported issues are in the process of being fixed for a specific functional area and which ones have already been fixed. Issues are generally reported in the Active Issus tab in the LCS, where admins can determine whether they should report the issue directly to Microsoft or provide in-house support. A support ticket can also be opened with the Microsoft support team through the Support Tile, which opens a tool in the LCS that helps manage support incidents.
For Commerce and Human Resources applications, the process is almost the same as far as seeking technical support is concerned.