During a recent support scenario, we encountered a significant gap in the support access process. When calling the official support number associated with our active support contract, we were routed through an AI-based phone system. The system asked whether we were using Dynamics 365. Since we are using a legacy Dynamics product (Dynamics SL), we responded accordingly, but were then redirected to a website that required Microsoft 365 credentials.

This created a critical issue:

• We do not have, and have never had, Microsoft 365 credentials tied to our Dynamics SL support contract.
• There was no option to bypass the AI system or speak to a live support representative.
• The automated flow effectively blocked access to support, despite having a valid, paid support contract.

As a result, we were unable to open a case through normal support channels and had to spend a significant amount of time attempting alternative methods to reach support. This ultimately led to delays in resolving a time-sensitive issue.

It would be highly beneficial to improve the support experience by:

• Providing a clear and accessible path for non-Dynamics 365 customers to reach a live support representative
• Allowing escalation or bypass options within the AI routing system
• Supporting authentication methods that align with legacy support contracts, not only M365 identity-based access

This is not a concern about the use of AI itself, but rather about ensuring that the system remains inclusive of all supported customer scenarios. Addressing this gap would significantly improve the support experience for customers working with legacy Microsoft products.