MSEG is organized into four main divisions:
Customer Experiences (CE)
Connect customers to the support resources that best fit their needs. CE own key assets such as Support.Microsoft.Com, Get Help and QuickAssist App on Windows, Forums and Community experiences, Assisted support experiences, Self Help and Virtual agent experience, Support Portals, and Incident management experiences.
Case Management and Channels (CMC)
Deliver a single case management system that scales to MS’s size and complexity, and a channels solution that enables the right modality at the right time. CMC owns the Unified incident management backend, routing and assignment, channel services, data transfer, profile services, and Entitlement service.
Engineer and Agent Experience (EAE)
Provide engineers & agents the systems & tools to deliver quality resolutions quickly. EAE owns the Service Desk and Case Management and Channel experiences, Agent side assisted support experiences, Knowledge assets.
Support Knowledge Platform & Insights (SKPI)
Build data feedback loops that enable customers, agents and engineers to resolve issues quickly, and that surface valuable business insights. SKPI owns the the data pipeline, event streaming services, diagnostics analyses and overall MSEG data science operations.
[CHINMAYP] - CHANGED AGAIN AT 3:40pm on 2/9