Create Responses

When you see that your users are experiencing problems with your products, you can create a response to explain the cause and offer a real-time solution, such as a link to a fix that the user can download. Once you’ve created a response for a specific problem, customers who then experience the crash (and choose to share crash data with Microsoft) will receive the response in Action Center (Windows 7 and above) or Problem Reports and Solutions (Vista).

Responses enable you to respond to your users at the time of incident, and can help lower your support costs.

Responses are available in the following languages:

  • Chinese Traditional

  • Chinese Simplified

  • Dutch

  • English

  • French

  • German

  • Japanese

  • Korean

  • Spanish

Creating responses

To create a software response

  1. Sign in to the dashboard from either the Windows Dev Center - Hardware or the Windows Desktop App Developer Center with the Microsoft account associated with the services.

  2. On the left side of the window, click Reports.

  3. On the Reports page, in the Software responses tile, click Create a new software response.

  4. Pick a template from the drop-down menu and then click Select Template.

  5. Fill out the requested fields and then click Submit when you are done.

To manage software responses

  1. Sign in to the dasboard from either the Windows Dev Center - Hardware or the Windows Desktop App Developer Center with the Microsoft account associated with the services.

  2. On the left side of the window, click Reports.

  3. On the Reports page, in the Software responses tile, click Manage software responses.

  4. On the Software responses page, you can view both published and pending responses, and perform the following actions:

     

    Option Description

    Record ID

    See a preview of the response.

    Events

    View detailed reports of the original performance failures that the response answers.

    Edit response

    Edit the response.

    Delete response

    Delete the response.

To create a hardware response

  1. Sign in to the dasboard from either the Windows Dev Center - Hardware or the Windows Desktop App Developer Center, with the Microsoft account associated with the services.

  2. On the left side of the window, click Reports.

  3. On the Reports page, in the Reports tile, click Browse reports.

  4. Click the Company hotlist report.

  5. Under Top kernel failures, click to expand the Failure name, and then click Create response under Responses.

  6. Fill out the following fields in the form:

    noteNote
    Be as detailed and accurate as possible so Microsoft can provide the best possible information to your customers.

    • URL of fix

    • Response text: Provide the user with information on how to prevent the problem from happening again.

      A typical response includes the following:

      • A message indicating that the page specifically addresses the crash that they encountered.

      • A simple way for the user to determine which update, hotfix, or upgrade solves the problem.

      • Access to the updates, hotfixes, or upgrades.

      noteNote
      Do not recommend that they upgrade the product if they are likely to encounter the same error in the upgrade.

    • Comments

    • Logo submission ID

    • Tested for Windows

  7. Click Submit to submit the form to Microsoft.

  8. Microsoft compares your request to existing responses and determines if an existing template is applicable.

See Also

Tasks

Browse Reports

Concepts

Reports

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