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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.)

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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.)

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Answer choices

Why each option matters

Good practice is not just finding the correct option. The wrong answers often show the exact trap the exam wants you to fall into.

A

Best answer

Tenant ID (or Microsoft 365 tenant domain name)

Support needs to identify the specific tenant to check service configuration and health.

B

Distractor review

Number of affected users

While helpful, the number of affected users is not mandatory for the initial support ticket; it can be provided later.

C

Best answer

Detailed description of the problem and troubleshooting steps attempted

A clear problem description helps support understand the issue and reduces back-and-forth.

D

Distractor review

Network bandwidth graph from the past 24 hours

Network details are usually provided if the problem is determined to be network-related, but not essential at first.

Common exam trap

Common exam trap: answer the scenario, not the keyword

Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.

Technical deep dive

How to think about this question

This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.

KKey Concepts to Remember

  • Read the scenario before looking for a memorised answer.
  • Find the constraint that changes the correct option.
  • Eliminate answers that are true in general but not in this case.
  • Use explanations to understand the rule behind the answer.

TExam Day Tips

  • Underline the problem statement mentally.
  • Watch for words such as best, first, most likely and least administrative effort.
  • Review why wrong options are wrong, not only why the correct option is correct.

Related practice questions

Related MS-102 practice-question pages

Use these pages to review the topic behind this question. This is how one missed question becomes focused revision.

MS-102 fundamentals practice questions

Practise MS-102 questions linked to MS-102 fundamentals.

MS-102 scenario practice questions

Practise MS-102 questions linked to MS-102 scenario.

MS-102 troubleshooting practice questions

Practise MS-102 questions linked to MS-102 troubleshooting.

More questions from this exam

Keep practising from the same exam bank, or move into a focused topic page if this question exposed a weak area.

Question 1

A company recently added the custom domain 'contoso.com' to their Microsoft 365 tenant. Users report that they cannot receive external email sent to their new domain addresses. The administrator confirmed that the domain status shows 'Active' in the Microsoft 365 admin center. What is the most likely cause of this issue?

Question 2

A company has 500 users across Sales, Marketing, and IT departments. User objects are synced from on-premises Active Directory to Microsoft Entra ID using Azure AD Connect. Each department requires different Microsoft 365 license plans (e.g., Sales needs E3, Marketing needs Business Premium, IT needs E5). The administrator wants to automatically assign the appropriate license based on the department attribute without manual intervention. Which approach should the administrator use?

Question 3

A company has purchased 1000 Microsoft 365 E5 licenses and wants to automatically assign licenses to users based on their department attribute, which is synchronized from on-premises Active Directory. The department attribute is stored in Azure AD. Which automated method should the administrator use to achieve this?

Question 4

A company has just purchased Microsoft 365 Business Standard and added the custom domain 'fabrikam.com' to the tenant. They want to verify domain ownership. Which DNS record type must they add to their DNS provider?

Question 5

A company plans to migrate their email from an on-premises Exchange server to Exchange Online. They want to ensure that during the migration, mail sent to users who have already been migrated is delivered to Exchange Online, while mail for non-migrated users is delivered to on-premises. Which type of domain configuration should they use?

Question 6

A company has registered the custom domain 'contoso.com' and wants to host email for the subdomain 'sales.contoso.com' in Exchange Online. They have already verified the root domain. What additional step is required?

FAQ

Questions learners often ask

What does this MS-102 question test?

Read the scenario before looking for a memorised answer.

What is the correct answer to this question?

The correct answer is: Tenant ID (or Microsoft 365 tenant domain name) — When contacting Microsoft support, providing the Tenant ID (or tenant name) and a clear problem description helps support engineers quickly identify the environment and issue. Other details like affected user count may be asked later but are not the initial essentials.

What should I do if I get this MS-102 question wrong?

Then try more questions from the same exam bank and focus on understanding why the wrong options are tempting.

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