The Microsoft Dynamics business 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.
The Microsoft Dynamics business has been working with Diagnostics for the past 2-3 years, but just recently made changes to the online incident submission process. Steps on how to run a Diagnostic will now be presented after submitting most cases on CustomerSource/PartnerSource. If you have recently logged a support incident via CustomerSource/PartnerSource you may have noticed this new information after submitting the support incident.
When presented with this information, please follow the steps provided to run the Diagnostic and upload the results to the Microsoft Dynamics Support team. Diagnostics allow us to capture necessary product versions, system configuration, log files and other information to allow our support teams to more effectively and efficiently troubleshoot and solve support cases. Running Diagnostics and uploading these results will reduce the number of questions support engineers will need to ask you, reduce the amount of information you need to manually gather and send us, and ultimately allow us to resolve cases quicker. The Diagnostics will automatically capture and upload the information to our support teams. You do have the ability to view the information that is being collected prior to uploading it to Microsoft.