Windows 10: My question is: "Where can I get useful Microsoft 365 support?"

Andrew Kalicak · Feb 1, 2024

I reviewed Microsoft's support page regarding questions about the idiotic decision to remove the Quick Access Folder! I found the process to mark a file 'favorite' to be included in the "HOME" folder, but not a way to mark a folder a favorite. Anyway, microsoft support requested the original questioner to submit screen shots of the problem, but provided no response. Hence, my question: "Where can I get useful Microsoft 365 support?"

:)

Douglas Clelland · Feb 1, 2024

Cortana & Office 365 Integration

We are trying to integrate Cortana with our Office 365 subscription, but it never works. Here are the steps we have done:

Turned on Cortona in the Office 365 Admin portal

We are using Windows 10 1703 – connected Office 365 service to Cortana

Did the same on windows 10 mobile with no luck, Cortana says its connected to Office 365, but sees no data and we are getting zero errors

We went rough office 365 support first and tried all fo their suggestions, they kicked us over to Windows support which is currently closed.

We are on v1703 with all updates in place, it does not work on Windows 10 desktop or mobile

any ideas? I can give you all steps 365 support had us run through if that will be helpful

Thank you

Doug

Brink · Feb 1, 2024

What is new in supportability for Microsoft 365

The Microsoft 365 commercial support team resolves customer support cases and provides support to help you be successful and realize the full potential and value of your purchase. Our support services extend across the entire lifecycle and include pre-sales, onboarding and deployment, usage and management, accounts and billing, and break-fix support. We also spend a considerable amount of time working to improve the supportability of Microsoft 365 services to reduce the number of issues you experience as well as minimize the effort and time it takes to resolve your issues if they do occur. Our approach focuses on four key areas informed by deep analytics and insights: 1. Improve the Microsoft 365 workload services Through deep partnerships with our engineering teams, we’re able to help improve all aspects of the service experience. This includes helping to design new features and wizards that are supportable and customer-friendly, as well as fixing many issues in the service directly with our in-house engineering experts. 2. Enable you to self-help The Microsoft 365 admin center delivers a comprehensive online support experience, including a robust self-help platform powered by AI and machine learning. Our engineering experts train machine learning models as well as create and manage the solutions that get shown to you. They also develop inline diagnostics (Exchange/Outlook, Teams) that can often troubleshoot and resolve your issues automatically with minimal effort. 3. Help our support engineers solve issues faster Our support teams around the world rely on diagnostic and troubleshooting tools, technical support guides and playbooks, and the ability to engage with deep technical subject matter experts, when needed, to ensure your issues get resolved in a timely manner. We work and contribute across all these areas to help our support teams keep pace with the high pace of production and feature releases from our product teams. 4. Tailor your support experience We are constantly evaluating and testing ways to better deliver support services to meet the needs of all types of customers from the smallest businesses to the largest enterprises. As the solutions delivered by Microsoft 365 evolve and incorporate increasingly complex sets of technologies and services, our support services must strive to keep pace and balance the levels of specialization and expertise needed in our support teams.[/FONT][/COLOR] The end goal with all of this is to ensure a set of support experiences are there to help you be successful – delivered digitally or by people – every step of the way. Measuring impact and progress Our team is continually evaluating data and signals coming in from a wide range of source including customer usage, service performance, support cases and issue drivers, self-help usage, and customer satisfaction and perception measures. From a supportability perspective, we tend to focus most on effort, because getting issues resolved quickly and with minimal effort correlates well with what customers tell us they want from support and in turn helps to drive higher satisfaction scores at an overall product level. Some examples of metrics we use to measure and evaluate supportability on an ongoing basis are:

Incident rate: Ratio of support cases created to number of users

Resolution time: Total time it takes to resolve a support case from beginning to end

Escalation rate: Cases that require handling by a higher tier support team or a product group engineering team

Time in engineering: Time it takes to resolve issues that end up with product group engineering

Self-help success: Number of instances where a self-help solution resolves a customer issue

Key Considerations As you can imagine, troubleshooting and driving supportability in cloud and hybrid cloud environments, which span many large, complex, and rapidly changing sets of systems, presents special sets of challenges, including:

Keeping pace with the velocity of release and production changes

Troubleshooting in a highly federated and distributed services model

Handling data in accordance with security, compliance, and privacy standards

Ensuring awareness of self-help solutions and technical documentation across all types of customers and partners

What’s Next We hope you found this introduction interesting and insightful, and now know a little bit more about a team of passionate individuals working behind the scenes to continually improve and elevate your support experience with Microsoft 365. We look forward to sharing more details and examples in future posts about the ways we’re applying our technical, operational, and business expertise to bring you new tools, programs, and service enhancements to help you be successful. In the meantime, check out these helpful articles to give you an idea of the different areas where we’re deeply engaged and actively working:

Diagnostics for Social Good

Microsoft Teams Support

Basic Authentication and Exchange Online – September 2021 Update

Brian Stoner is a Director in the Customer Service & Support (CSS) Modern Work Supportability Team where he leads a team of technical and business program managers. The CSS Modern Work Supportability Team delivers innovative self-help solutions and diagnostics, in-service enhancements, and support programs to help customers get maximum value from their Microsoft 365 commercial subscriptions and create an easy-to-use, connected support experience. Continue the conversation by joining us in the Microsoft 365 community! Want to share best practices or join community events? Become a member by "Joining" the Microsoft 365 community. For tips & tricks or to stay up to date on the latest news and announcements directly from the product teams, make sure to Follow or Subscribe to the Microsoft 365 Blog space!
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Source: https://techcommunity.microsoft.com/...5/ba-p/3644314

Brink · Feb 1, 2024

Support for Office 2016 and 2019 to Microsoft 365 services has ended

Support for Office 2016, Office 2019 clients connecting to Microsoft 365 services ended on October 10, 2023 (previously shared in older posts). If your organization is still using these versions to access Microsoft 365 services such as Exchange Online, SharePoint Online, and OneDrive for Business, it is important that you take action. Implications for your organization: Customers using these versions of Office may experience performance or reliability issues when accessing Microsoft 365 services. Here’s what you can expect:

Improvements to Microsoft 365 services will no longer be tested against Office 2016 and Office 2019. As a result, users could experience performance or reliability issues even if they can connect these versions of Office to Microsoft 365.

Microsoft will not actively block these clients from connecting to Microsoft 365 services as long as they are in extended support and are kept up to date. You can review our products’ lifecycle here.

Support for Office for Mac 2019 has ended Office 2019 for Mac has reached the end of the support on October 10, 2023. Clients running this version of the product will no longer receive security updates, bug fixes, technical support, or online technical content support. Continuing to use this version could increase your organization’s exposure to security risks, impact your ability to meet compliance obligations, and/or affect end user productivity. Recommended actions Customers affected by these End of Support (EOS) milestones should transition to a supported Office version to prevent potential security, compliance, and productivity risks. If your organization is seeking a solution that is always supported (refer to the Modern Lifecycle Policy), we suggest upgrading to Microsoft 365 E3. This solution includes Microsoft 365 Apps, which includes all apps users are already familiar with, such as Word, Excel, PowerPoint, Outlook, and more. Alongside Microsoft 365 Apps, Microsoft 365 E3 offers the following capabilities:

Foundational Zero-Trust: Helps secure identities, devices, and applications against threats.

Streamlined Endpoint Management: Provides IT administrators with management tools and enhanced user experience for employees.

Productivity and collaboration: Promotes collaboration across your organization, fostering new ways of working.

Here are some resources to help plan the move:

Review a summary of the Microsoft 365 Apps and Office support configuration matrix.

Read this article to plan an upgrade from older versions of Office to Microsoft 365 Apps. (While the guidance doesn't specifically mention Office 2016 or Office 2019, most of the information still applies to those versions.)

Consider engaging Microsoft FastTrack, a Microsoft support service for moving to Microsoft 365 E3.

Review the new Total Economic Impact™ of Microsoft 365 E3 study by Forrester Consulting.

For devices that might not be ready to move the cloud, we launched Office Long-Term Servicing Channel 2021 (LTSC). This version of Office was designed for devices that can’t accept feature updates or connect to the Internet. Note that only Mainstream Support applies to Office LTSC 2021 and support ends on October 13, 2026. Please visit our Office End of Support Tech Community for more information and resources about end of support for Office. Thanks again for being a Microsoft customer!
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Source: https://techcommunity.microsoft.com/...s/ba-p/3956142

Windows 10: My question is: "Where can I get useful Microsoft 365 support?"

My question is: "Where can I get useful Microsoft 365 support?"

My question is: "Where can I get useful Microsoft 365 support?"

My question is: "Where can I get useful Microsoft 365 support?"

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