If you are using the cloud-only version of Dynamics 365 for Finance and Operations, then, to perform any activity on the production environment, you need to work with Microsoft as they are the owner of the environment and only Microsoft can perform environment maintenance-related activities.

Any interaction with the production environment can be done with a Microsoft service engineer. Hence, any communication with a Dynamics Service Engineer (DSE) needs to be tracked, organized, and user-friendly. Thus, you need to make a service request so that the customer, partners, advisors, and implementation teams can raise a request for any service needs in the production environment.

The following screenshot shows the three types of request that can be initiated in LCS as a service request:

The preceding screenshot shows the fly-out when a user clicks on the Add button in the Work items screen under the Service requests section.

With ongoing support and a lot of moving parts and issues, it is important to gain insightful information. Hence, support analytics plays a significant role in decision-making and also proactive support.