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Microsoft Entra Self-Service Support is an AI-driven conversational support experience that enables IT admins to troubleshoot identity and access issues and get answers to product questions. This feature uses Microsoft public documentation from learn.microsoft.com as its knowledge base.
Self-Service Support analyzes product logs accessed with the Microsoft Graph API to identify the root cause of issues and provide relevant resolution guidance. The assistant is offered at no cost to Microsoft Entra customers. This article describes how to use Self-Service Support.
Key features
Self-Service Support provides a conversational chat interface where users in the Microsoft Entra admin center can interact using natural language prompts. The chat experience can be initiated through the Diagnose and solve problems page.
Self-Service Support uses Microsoft Graph data and public documentation from learn.microsoft.com as a knowledge base to analyze failures and suggest step-by-step resolutions through guided troubleshooting. As you interact with Self-Service Support, it uses this knowledge base to provide context, explanations, and guidance.
If issues remain unresolved, you can seamlessly escalate them to Microsoft support. The assistant includes a feedback loop that lets you submit ratings and comments to help enhance the quality of responses.
Prerequisites
Self-Service Support is available to users with permissions to create and manage support tickets, such as Helpdesk Administrator and Reports Reader.
For a full list of roles, see Least privileged role by task.
How to work with the Microsoft Entra Support Assistant
Sign in to the Microsoft Entra admin center as at least a Reports Reader.
Go to Diagnose and solve problems.
Select Self-Service Support.
Either select one of the prebuilt prompts or enter a natural language question in the text box.
Some responses provide the option to answer more questions or select a specific event to troubleshoot. Select an option to troubleshoot further.
As you continue to provide further clarification or select specific events to troubleshoot, Self-Service Support uses Microsoft public documentation to provide context, explanations, and guidance. Select the appropriate option or enter more natural language prompts to continue.
After your initial question, you can ask follow-up questions to refine the troubleshooting process. On the third response (after two follow-up questions), the option to create a support request appears at the top of the window.
Special considerations
As you use the Microsoft Entra Support Assistant, keep in mind the following details:
- Self-Service Support conversation flow is dynamic and flexible, so each experience can vary slightly.
- Select New chat at the top of the window to refresh the conversation.
- At this time, Self-Service Support provides identity-related troubleshooting for the following types of scenarios:
- Authentication and multifactor authentication failures
- Device registration and sync issues
- Microsoft Entra Connect provisioning errors
- Conditional Access misconfigurations
- Application SSO errors
- Self-Service Support can't perform actions in your tenant - it only provides guidance.
- Select Switch to classic experience at the top of the window to switch to the non-AI legacy search experience.
Provide feedback
Each assistant response includes a feedback prompt for rating, comments, or suggestions. Use the "thumbs up" or "thumbs down" buttons to provide feedback on the responses. This feedback is important and is used to improve the accuracy of Self-Service Support.
Self-Service Support might make mistakes or provide incomplete information. Always verify important actions and consult the official Microsoft documentation when needed.