MWPRO IMPACT SCORE
OPERATIONAL IMPACT
35
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
Watch our 60‑second explainer
Primary Audience
Power Platform AdminsTenant AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This update announces general availability of the AI-powered Support Agent in the Power Platform admin center, replacing the legacy support experience. It primarily changes how administrators interact with Microsoft support but requires no configuration or migration. The legacy system retirement may affect established workflows briefly, but the transition is automatic, lowering implementation effort. Urgency is moderate as the default switch occurs imminently but does not require administrator action.
40
Admin Impact
15
User Impact
45
Urgency
25
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
The new AI-powered Support Agent becomes the default support tool in the Power Platform admin center, replacing the legacy support experience from 1 October 2026.
END USERS
No major end-user change expected.
IT ADMINS
Admins can start using the new Support Agent and share feedback using the built-in survey.
ROLLOUT TIMELINE
Upcoming:
1 October 2026
1 October 2026
📢 Official Microsoft Message Center Announcement
Power Platform admin center – Support Agent is now generally available; Legacy support experience retired
Message ID: MC1483417
We are announcing the new Power Platform admin center (PPAC) Support Agent, our AI-powered support experience, which is designed to enable self-service success and streamline the support journey for admins. This feature will be the default support experience in Power Platform admin center on October 1, 2026.
How does this affect me?
The legacy support experience in PPAC is being retired and replaced with the Support Agent experience. Should the Support Agent experience issues, a new fallback support experience has also been released, which preserves key inputs provided during Support Agent, for a warmer handoff.
PPAC Support Agent
The Support Agent uses an AI-powered workflow to understand customer issues, then help administrators identify relevant service health alerts, known issues, solutions, as well as create support requests with Microsoft. To learn more about the Support Agent, please refer to Get support in the Power Platform admin center.
The PPAC Support Agent provides several improvements over the legacy experience:
- Conversational engagement: Admins can describe problems in plain language rather than navigating menus and complex decision trees.
- Improved answers: Support Agent uses enhanced grounding, retrieval, and orchestration to provide relevant, actionable solutions.
- Trusted sources: Support Agent draws from Microsoft public and community sources as well as internal sources like Known Issues and Service Health alerts.
- Efficient routing: Support Agent dynamically asks for missing context and details to better route cases to the right support team for faster escalation and resolution.
Customer Data
Data provided during support request engagement is used to deliver solutions, route, and resolve support cases.
What action do I need to take?
No action is required for this change. The updated experience will become available automatically within the Power Platform admin center.
Meanwhile, we encourage administrators to try using the PPAC Support Agent, provide feedback, report issues, and suggest features using the survey feature available at the end of Support Agent workflows.
Source: Microsoft Message Center • Analysed by MWPro
