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Customers who need to consolidate multiple support agreements for multiple agencies or countries/regions into a single view may opt for the Multi-Country/Region / Multi-Agency Complex Model when setting up Services Hub. This model is designed for customers who have numerous support agreements for various agencies or countries/regions which require separate working areas, data segregation, and distinct user groups, while also requiring an overview of support service usage across all agencies.
The Services Hub Learn Center contains detailed information on each feature the Services Hub offers as well as the roles and permissions across the Services Hub. In this guide we will also provide feature-specific page links for these core areas.
Introduction
Services Hub offers flexibility to organize users and permissions at two distinct levels: The “Workspace-level” and the “Customer-level”.
The “Workspace-level” allows for the grouping of users and data. Workspace users are given permissions within the Workspace they are a member of. A rich set of Workspace permissions are available for users within the Workspace.
The “Customer-level” is the upper-level structure which Workspaces lie under and holds capabilities which affect all Workspaces. Also, within the Customer-level is where the Global Administrator users are named.
Inviting Users
After the initial setup of Services Hub, users are able to be invited and assigned roles and permissions to manage other users, grant access to features within a specific Services Hub Workspace, across multiple Workspaces, or at the Customer-level.
Users are able to be assigned roles or specific permissions to use Services Hub features by either individual invitation, bulk invitations, or via Microsoft Entra Groups. Manage users in Microsoft Services Hub | Microsoft Learn
Detailed information on who is authorized to assign roles and permissions is available in Services Hub roles and permissions | Microsoft Learn.
Managing Access to Workspace Level Roles and Permissions
Microsoft advises customers to carefully choose who can manage users in each Services Hub Workspace. Once selected, you have two options to give them the ability to manage users in the Workspace:
Limited permissions: Grant “Invite Users” permission to those users from the Manage Users page in the Workspace, or
Maximum permission: Assign a Workspace Administrator role for full access within the Workspace.
Services Hub roles and permissions | Microsoft Learn describes each role and permission in more detail.
Managing Access to Customer Level Roles and Permissions
Microsoft suggests evaluating who should have access to Customer-Level capabilities and roles. The Microsoft Customer Success Account Manager (CSAM) is initially the only Services Hub role that are able to provide access to “Customer-level” capabilities and assign the Global Administrator role.
Users with the Global Administrator role will have high impact permissions and access to the Services Hub Admin Center. Please ensure you have read and understood the implications before assigning users this role.
More details on these Customer-level roles and capabilities are able to be found at Services Hub Customer Level roles and permissions | Microsoft Learn.
Viewing Support Request Data
Services Hub Open Canvas (Insights at Customer-level)
One of the Customer-level capabilities is the Services Hub Open Canvas reporting experience. This experience provides insights for all product support requests across all Workspaces.
The visible data is higher-level and is meant to allow a “Customer-level” view of all support requests. More information can be found at Services Hub Open Canvas - Overview | Microsoft Learn.
Beyond the insight, data provided in Open Canvas, details about each support request can be found in the Workspace. The section below discusses this.
Services Hub Manage Support (Details at Workspace-level)
Within a Workspace, users can view more details about support requests that have been assigned to that Workspace. These details are available only to registered users in the Workspace.
A Workspace user can view details about any support request they have created.
With the “View all support requests” permission a Workspace user can view all support requests that have been assigned to that Workspace.
- Support requests that are created in one of the Microsoft cloud portals must also be “consented” for in the Cloud Support Request Visibility page before they become visible to users with the “View all support requests” permission.
More details about viewing support requests are able to be found at Manage Support requests | Microsoft Learn
More details about “consent” are able to be found at Cloud Support Request Visibility dashboard | Microsoft Learn