What can AI assistant do in the Customers workspace?

Partner Center AI assistant can answer your questions about the Customers workspace. AI assistant answers frequently asked questions and can help you with the following topics.

• Pricing details: AI assistant can help check the price for any new commerce licensed-based products in your cart for a given customer before or after you buy it. Prices are subject to change before subscription renewal. Partners can also check promotion eligibility for orders and customers, legacy to new commerce migration, and available subscription upgrade paths.
• Partner of record eligibility: Distributors can select AI Assist/Validate partner or record from the subscriptions list. This path allows distributers to find out whether all their partner of record entries on a particular customer's subscriptions are valid and meet all the necessary requirements.
• Subscription and order insights: AI assistant can fetch specific subscription and order information, including the subscription list for a customer.
• Extended service term subscriptions: AI assistant is used to generate a downloadable file of the partner's subscriptions configured for extended service term (EST) at the end of their terms.
• Cancel or reduce license count of duplicate subscriptions after upgrades: AI assistant can help you cancel duplicate subscriptions or reduce the license count after upgrading to a higher-level subscription in Partner Center. It also supports processing refunds for any unused portions of those duplicate subscriptions, ensuring accurate billing and a smoother upgrade experience.
• Check promotion eligibility: AI assistant can help you find out why a cart line item doesn't have a promotion. Next to a No promotion text select the Find out why link. This link opens the AI assistant and explains why the product SKU you are trying to purchase isn't eligible for a promotion. The AI assist also explains if there are promotions available for the SKU based on other supported terms and billing plans.
• Target upcoming renewals for Microsoft 365 + Copilot bundle: AI assistant can help you download customers renewing Microsoft 365 Business in the next 60 days and highlight which Copilot Business bundle to upgrade to.

Here are a few examples of the kinds of prompts you can use in the Customers workspace. Modify these prompts based on your scenarios, or try other prompts to get different kinds of information.

Pricing details

• What is the current price for end of sale [product name] for customer [customer name]?
• What is the current price for [product name] for customer [customer name]?

Eligibility checks

• Is [subscription name or ID] eligible for MS-led migration for my customer [customer name]?
• Is the offer [product name and SKU ID] eligible for promotion for customer [customer name]
• Is there a promotion applied to my order [order ID]? If so, what is the promo ID?
• What are the transitions eligible for [subscription name or ID] for my customer [customer name]?
• What is the status of my transition for [subscription name or ID]?

Subscription and order insights

• Get my list of subscriptions for customer [customer name].
• Get the details of subscription [subscription name] for customer [customer name].
• Is subscription [subscription name] eligible for cancellation for customer [customer name]?
• How much quantity can I reduce on subscription [subscription name] for customer [customer name]?

Examples

Partner of record

Used only by distributors to validate partner of record on a given customer's subscriptions. Eligibility checks for a partner of record include a few different requirements.

Eligibility checks

• The partner of record is a valid partner location account (PLA) ID
• The PLA ID is linked to an active CSP indirect reseller tenant.
• The reseller's region is consistent with the distributors.

Examples

Extended service term subscriptions

• Generate a downloadable file of the partner's subscriptions configured for EST at the end of their terms.

Examples

An example of an AI Assist prompt to get EST subscription downloads: Please generate a list of all my subscriptions that are set to go to EST at the end of their term.

This prompt creates a download task the system executes and returns a link and an Id for the download file request. The download request is located in the Downloads section in the customer workspace. Initially, the download request is in a pending state until it's completed. Most download file requests may take up to 6 hours to complete and can only be requested once a day. Some requests for large partner tenants may take over 10 hours. Admin and sales agents have access to any download requests created by any users in the partner tenant. Requests to regenerate the file without waiting 24 hours returns the current download file. Partners use the download file to identify, review, and make changes to their customer's subscriptions currently set to EST. The file includes a list of subscriptions with data:

More about extended service terms can be found in the extended service term learn article.

Cancel or reduce license count of duplicate subscriptions after upgrades

When you upgrade to a higher-level subscription in Partner Center, duplicate subscriptions may be created.

The AI assistant can help you:

• Cancel duplicate subscriptions that are no longer needed.
• Reduce the license count on duplicate subscriptions to match your actual usage.
• Facilitate refunds for any unused portions of those duplicate subscriptions.

These capabilities help ensure a smooth transition during the upgrade process.

Which subscriptions are eligible for cancellation or reduction in license count?

The subscription must meet these conditions to be eligible for cancellation or a reduction in license count.

• ✅Upgrade timing: The upgrade has occurred within the last six months.
• ✅Product inclusion: The upgraded subscription must include all products and services from the duplicate or the original subscription.
• ✅License count: The duplicate or the original subscription has equal to or lesser license count than the upgraded subscription.
• ✅Billing term: The billing term of the duplicate or the original subscription must be the same or shorter than the upgraded subscription's billing term.
• ✅Subscription status: The upgraded subscription must be active.
• ✅Upgrade method: The upgrade must be done through the upgrade workflow through the Partner Center UI or API. No other upgrade method is supported.
• ✅Upgrade path: Both subscriptions must be on the many-to-one upgrade path or upgrade product list. Here's the list of products supported through this feature. The tab in this sheet with the latest month is the current list of supported products.

Benefits

• ⚡ 90% faster processing: Experience reduces turnaround times for cancellation and refund requests.
• 🔄 Streamlined decisions: Get quick, automated decisions on refund and cancellation eligibility.
• ⏫ Increased upgrade efficiency: Upgrade to higher-level subscriptions with minimal disruption and the AI assistant helps manage any duplicate subscriptions.
• ⏱️ Time savings: Save time using the AI assistant and focus on more strategic, high-value tasks.

Step by step guide on how to use the AI assistant to cancel or reduce license count of your customer's subscriptions

This guide explains how to manage your customer subscriptions step by step.

Step 1: Confirm subscription upgrade

To begin, confirm whether your customer's subscription happened through the partner center upgrade feature or whether it was a manual purchase of the higher SKU.

Partners can follow these steps to submit cancelation requests for upgrade scenarios:

1. Collect the following information:
   • Your customer's Tenant ID.
   • The Subscription ID of the upgraded subscription.
   • Decide whether you need to cancel the subscription or reduce the number of licenses.
2. Use the AI assistant:
   • Provide the collected IDs using a prompt from the prompt guide, or use a zero prompt, and the assistant guides you through the next steps.

Example

"Cancel the subscription **[Enter Subscription ID to Cancel here]** for customer **[Enter Customer ID here]**, as it is a duplicate resulting from an upgrade. The upgraded subscription is **[Enter Upgraded Subscription ID here]**."
OR
"Reduce the license count for Subscription **[Enter Subscription ID to Cancel here]** belonging to customer **[Enter Customer ID here]**, as this is a duplicate resulting from an upgrade. The upgraded subscription is **[Enter Upgraded Subscription ID here]**."

Replace the placeholders **[Enter Customer ID here]** with the actual customer tenant GUID like 00001111-aaaa-2222-bbbb-3333cccc4444. Similarly, replace the **[Enter Subscription ID to Cancel here]** with the actual subscription GUID like aaaa0a0a-bb1b-cc2c-dd3d-eeeeee4e4e4e.

Step 2: Identify the duplicate subscription

1. Identify the duplicate subscription and copy the subscription ID.
2. Share this subscription ID with the AI assistant to proceed with cancellation or license adjustment.

Example

"The duplicate subscription is [subscription ID]."

Make sure to replace the [subscription ID] with the actual subscription GUID.

Step 3: Check eligibility

The AI assistant automatically checks if the subscription can be canceled or if the license count can be reduced. If eligible, you see the following details displayed in the conversation:

• Subscription name
• Billing term
• Billing plan
• Current quantity
• Proposed action

Step 4: Verify and approve changes

1. Review the verification ID provided by the AI assistant to ensure that the proposed changes are correct.
2. Enter the verification ID to approve the cancellation or license count reduction.
3. Provide your email and contact details for processing and confirmation.

Step 5: Create a support ticket

1. Once you confirm the changes, a support ticket is automatically created.
2. You receive a link to view the ticket details.
3. Track the status of your support ticket by visiting the Help + support page in Partner Center.

By following these steps, you ensure that the cancellation or reduction of the license count for duplicate subscriptions is handled smoothly and efficiently.

Where do you find this feature in Partner Center?

This feature is available in these locations within the Partner Center portal.

Option 1: Use the subscription management page

1. Go to the Customers workspace > subscription management page in Partner Center.
2. Find the banner: Find the subscription that was upgraded via the upgrade feature. Look for a banner at the top of this page.
3. Follow AI guidance: Select "Get cancellation help" on the banner and follow the instructions provided in the guidelines.
4. Check for a confirmation message: Ensure you receive a confirmation message with a ticket link.

Option 2: User the AI assistant

1. Access the AI assistant:
   • Sign in to Partner Center.
   • Select the AI assistant icon in the upper-right corner of the page. The AI assistant panel opens on the right side of the page.
2. Provide a clear request: Specify whether you want to cancel or reduce the number of licenses. Use clear language to describe your actions, such as:

   "Cancel the duplicate subscription due to an upgrade for customer [customer ID]. The upgraded subscription is [subscription ID]."
   OR
   "Reduce the license count of the duplicate subscription due to an upgrade for customer [customer ID]. The upgraded subscription is [subscription ID]."
   

   Make sure to replace the [customer ID] with the actual customer tenant GUID and the [subscription ID] with the actual subscription GUID.
3. Follow AI guidance: The AI assistant might ask you questions to clarify other details. Follow the instructions provided in the guidelines.
4. Check for a confirmation message: Confirm you receive a ticket link upon completion.

Examples

Check promotion eligibility

• Verify if a product [product ID], sku [SKU ID] is eligible for promo for [term duration] termDuration, [billing cycle] billingCycle and [number of seats] quantity for customer [customer name or tenant ID].
• Find out if other promotions are available for other terms or billing cycles.

Examples

Partners viewing their cart line item see whether or not a promotion is expected. If the promotions column says No promotion, the purchase won't have a promotion applied. Sometimes product SKUs have available promotions but because of the customer's state or the selected term and billing plan, the promotion may not be applied. The partner can select Find out why next to No Promotions to understand why an available promotion isn't going to be applied to the purchase.

Target upcoming renewals for Microsoft 365 + Copilot bundle

Turn Microsoft 365 Business Renewals into Copilot Business Growth. Access Copilot Business Recommendations - now live in Partner Center AI Assistant. CSP partners can quickly identify upcoming Microsoft 365 Business renewals, recommended Copilot Business upsell paths, and eligible promotions to help drive more impactful customer conversations.

When you have customers whose Microsoft 365 Business subscriptions are up of renewal in the next 60 days, the AI assistant can help you:

• With list of customers and corresponding Microsoft 365 Business subscriptions renewing in the next 60 days
• Recommend which Copilot Business bundle offer to upgrade to.
• Recommend more than one upgrade path with applicable promotions.

Benefits

• This new feature helps partners act faster, prioritize the right customers, and maximize Copilot attach during the Microsoft 365 renewal wave.
• Partners can quickly produce a list of recommendations and export them to distribute with sales teams.

This guide explains how to use AI assistant to download the upcoming renewals for Microsoft 365 + Copilot bundle recommendations step by step.

Step 1: Select the suggestion from AI assistant

1. Navigate to Customers workspace: Sign in to Partner Center and select the Customers tile.
2. Use the AI assistant:
   • Select the Sparkle icon at the top right corner of the page.
   • Enter the prompt Show customers renewing Microsoft 365 Business in the next 60 days and highlight which Copilot Business bundle to upgrade to, or use a zero prompt, and the assistant guides you through the next steps.

Step 2: Download the report with customers renewing Microsoft 365 Business with upsell recommendations

1. Navigate to Downloads: Select the link in the AI assistant response or select the Downloads from the left navigation.
2. Download the report:
   • Depending on the report size, processing may take up to 6 hours before the file becomes available for download.
   • Select the Download button under the Action column in the table.

Fields in upsell-recommendations files

Download targeted promotions available for my customer base

The Partner Center AI assistant helps Cloud Solution Provider (CSP) partners discover and download targeted offers that are applicable to their customers. This feature enables partners to proactively identify customer‑specific offers, export them, and plan outreach with confidence.

What are targeted offers?

Targeted offers are Microsoft promotions that are assigned to specific customers based on eligibility criteria defined by Microsoft. Unlike general availability promotions, targeted offers apply only to a defined set of customer tenants.

The AI assistant simplifies discovery by evaluating your customers and surfacing only the offers that apply to them.

How partners use this data

Partners commonly use the targeted offers download to:

• Plan proactive customer outreach.
• Equip sales teams with customer‑specific offers.
• Validate offer applicability before transactions.
• Combine with internal reporting or CRM workflows.
• This enables more accurate, timely, and relevant engagement with customers.

What can the AI assistant do?

Using the AI assistant in the Customers workspace, partners can:

• Identify targeted offers applicable to customers associated with their partner account.
• Evaluate customer eligibility automatically.
• Generate a downloadable report of targeted offers.
• Use the exported data for sales planning, customer outreach, and internal analysis.

Step 1: Select the suggestion from AI assistant

1. Navigate to Customers workspace: Sign in to Partner Center and select the Customers tile.
2. Use the AI assistant:
   • Select the Sparkle icon at the top right corner of the page.
   • Enter a prompt related to downloading targeted offers, or use a prompt to be guided step by step or select the Downloads from the left navigation and select the prompt from AI Assist dropdown.

Example prompts

Partners can start with prompts such as:

• "Download targeted offers applicable to my customers"
• "Show targeted promotions available for my customers"
• "Generate a report of targeted offers for customers associated with my partner account"

The AI assistant evaluates eligibility across your customer list and prepares a downloadable file.

Step 2: Download the targeted offers report

1. Navigate to Downloads: A download link is generated as part of the AI assistant response. Select the link in the AI assistant response or select the Downloads from the left navigation.
2. Download the report:
   • Depending on the report size, processing may take up to 6 hours before the file becomes available for download.
   • When processing is complete, select Download to retrieve the file.

Important considerations

• Targeted offers are customer‑specific and can't be applied to other tenants.
• Availability and eligibility are determined by Microsoft and may change over time.
• The downloaded report represents eligibility at the time it was generated.
• Pricing details are governed by the price list, which remains the source of truth.

Fields in the targeted offers files

Related content

• Understand granular delegated admin privileges (GDAP)
• Manage your customer list
• Keep up with feature updates on Partner Center announcements