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
The Tenant ID (A) is a unique, immutable identifier for the Microsoft 365 tenant, required by Microsoft Support to locate the tenant in their systems and verify administrative access. The current service health status (C) is critical because the support engineer will first check the Microsoft 365 Service Health Dashboard (admin.microsoft.com/Adminportal/Home?source=applauncher#/servicehealth) to confirm the issue is a known service incident; having this information ready avoids redundant troubleshooting and speeds up the creation of a service request.
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 is required to verify the organization and locate the tenant in support systems.
- ✗
User principal names of affected users
Why it's wrong here
For a tenant-wide issue, individual user details are not needed; support needs tenant-level info.
- ✓
Current service health status
Why this is correct
The support team will ask for the service health dashboard status to confirm the issue and find any active advisories.
- ✗
Billing contact information
Why it's wrong here
Billing info is related to commercial aspects, not technical support requests.
Go deeper
Related to this question
Learn chapter
Microsoft 365 Tenant Setup
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
Service Health
Service Health is a monitoring feature in Microsoft 365 and Azure that provides real-time and historical status of cloud services, including outages, advisories, and incidents.
About these practice questions
This MS-102 question is part of Courseiva's 241-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.