I have been asked few times about how to get help from Microsoft on issues and problems with Dynamics 365 CRM. I have also been asked how to get an official Microsoft support case raised and how to get an official Microsoft response to an issue. For all these questions, I strongly suggest you visit the Dynamics 365 CRM support page here:
On this page, you will see the whole range of support options you have from using Dynamics 365 Community forums (https://commuinty.dynamics.com) to guidance on how to open a ticket or raise a support request. You obviously need to have some sort of support agreement with Microsoft such as a Premium support contract or Dynamics Partner support tickets. You could also get support if you have a Dynamics 365 software assurance programme.
Hope this helps!