Information Needed for Microsoft 365 Support Request
An administrator needs to open a Microsoft 365 support request because a critical service issue is affecting all users. Which two pieces of information should the administrator have readily available before contacting support? (Choose two.)
Quick Answer
The correct answer is the Tenant ID and the current service health status. The Tenant ID is a globally unique, immutable identifier that Microsoft Support uses to locate your specific tenant in their backend systems and verify administrative permissions, making it essential for any support request. The current service health status is equally critical because support engineers will immediately check the Microsoft 365 Service Health Dashboard to determine if your issue is a known, widespread incident; having this information ready prevents redundant troubleshooting and accelerates the creation of a service request. On the MS-102 exam, this question tests your understanding of the support escalation process and common troubleshooting workflows, often appearing as a “choose two” scenario where distractors like “last sign-in time” or “license count” seem plausible but are not required. A common trap is assuming you need error logs first, but Microsoft Support always starts with service health. Memory tip: “Tenant ID for identity, Service Health for severity.”
⚠ Common exam trap
Test-takers frequently assume user principal names (UPNs) are needed for any support request, but Microsoft Support requires the Tenant ID and service health status for tenant-wide issues, not individual user identifiers.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Tenant ID
Option A (Tenant ID) is correct because Microsoft 365 support requires the tenant GUID to uniquely identify the organization's directory and route the case to the correct environment. Option C (Current service health status) is correct because checking the Service health dashboard in the Microsoft 365 admin center shows whether the issue is a known incident or advisory, which support uses to correlate the report and avoid duplicate tickets. Option B is not required because support needs the tenant-level scope, not individual UPNs, for a service-wide outage affecting all users. Option D is not required because billing contact information is irrelevant to a technical service incident; support asks for tenant and service health details instead.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Tenant ID
Why this is correct
The tenant ID uniquely identifies the affected Microsoft 365 organisation, letting support locate the correct tenant, correlate service telemetry and open the case against the right environment. Without it, engineers cannot verify the impacted directory or scope diagnostics to the customer's instance.
- ✗
User principal names of affected users
Why it's wrong here
A service issue affecting all users is tenant-wide, so individual user principal names add nothing to diagnosis; support needs tenant and service-level identifiers instead. It is tempting because affected-user details are routinely gathered for scoped incidents, and they would be correct where the fault is isolated to specific accounts or mailboxes.
- ✓
Current service health status
Why this is correct
Current service health status shows whether the issue stems from a known Microsoft-side outage rather than tenant misconfiguration, satisfying the need to establish scope before raising a request. It also gives support the affected workload and timeline, accelerating triage and avoiding duplicate incidents.
- ✗
Billing contact information
Why it's wrong here
Billing contact details are irrelevant to diagnosing a live service outage affecting all users; support requires tenant and service identifiers. It is tempting because billing contacts are standard account records, and they would be the right information where the request concerns subscription, licensing or invoicing matters rather than service health.
Go deeper
Related to this question
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B2B Direct Connect and Cross-Tenant Sync
Key term
Microsoft 365
Microsoft 365 is a subscription-based cloud service from Microsoft that combines productivity tools like Office apps with security, device management, and online storage.
Key term
Incident
An incident is a security event that violates an organization's policies or threatens its data, systems, or operations, requiring a structured response.
About these practice questions
This MS-102 question is part of Courseiva's 712-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
Same concept, more angles
1 more way this is tested on MS-102
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An administrator needs to open a Microsoft 365 support request because all users are experiencing intermittent service outages for Exchange Online. Before contacting support, which two pieces of information should the administrator have ready to ensure efficient troubleshooting? (Choose two.)
medium- ✓ A.Tenant ID (or Microsoft 365 tenant domain name)
- B.Number of affected users
- ✓ C.Detailed description of the problem and troubleshooting steps attempted
- D.Network bandwidth graph from the past 24 hours
Why A: The Tenant ID (or Microsoft 365 tenant domain name) is required by Microsoft Support to uniquely identify your tenant in their systems, enabling them to pull up your service configuration, subscription details, and relevant health data. This identifier is essential for routing the support request to the correct engineering team and for correlating the issue with backend telemetry.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MS-102 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MS-102 exam.