Microsoft Support is using Diagnostics to help automate data collection and data analysis when troubleshooting support incidents. Diagnostics allow our support teams to capture certain pieces of data about an environment to more efficiently resolve a customer case. Diagnostics can do basic data collection to gather information about product version, system configurations and settings, as well as do a deeper analysis of this and other data collected to determine the root cause of an issue.
Dana Martens from the Microsoft CRM support team published this blog article explaining the new Diagnostics Tool and how to leverage this for your Microsoft CRM support cases.
This can really help to shorten the back and forth information gathering questions when working with support and save you a lot of time collecting information. I recommend using this Diagnostics Tool on all of your support cases with Microsoft.