MS-102 Deploy and manage a Microsoft 365 tenant Practice Question
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.)
⚠ Common exam trap
It's easy for candidates to confuse 'nice-to-have' diagnostic data (like the number of affected users or network graphs) with the mandatory identification and problem description that Microsoft Support requires to initiate a case.
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 (or Microsoft 365 tenant domain name)
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.
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 (or Microsoft 365 tenant domain name)
Why this is correct
Tenant ID (or the Microsoft 365 tenant domain name such as contoso.onmicrosoft.com) is the primary key Microsoft Support uses to locate your specific tenancy in their backend systems. It lets support immediately verify service health, tenant-level configurations, and any recent changes or incidents affecting that environment. Without this identifier, they cannot authenticate the tenant context, route the request correctly, or correlate your issue with backend telemetry.
- ✗
Number of affected users
Why it's wrong here
The number of affected users is a business-impact metric that support may factor into severity or SLA response times, but it is not required to open a ticket. During initial triage, the engineer can proceed with the Tenant ID and a detailed problem description, then ask for the user count if needed. Specifically, this number can be updated later via an incident change request, so it should never block submission of the support request.
- ✓
Detailed description of the problem and troubleshooting steps attempted
Why this is correct
A well-written problem description with the exact error text, affected workload, timestamps, and any troubleshooting already performed (e.g., reboot, channel repair, Microsoft Remote Connectivity Analyzer results) is a mandatory-quality element for effective support. It primes the engineer with a hypothesis and lets them determine whether the issue belongs to Exchange Online, Teams, SharePoint, or a client misconfiguration. This specificity prevents generic loops and is one of the strongest accelerators to first-response resolution.
- ✗
Network bandwidth graph from the past 24 hours
Why it's wrong here
A network bandwidth graph is a specialized diagnostic artifact that support will explicitly request only after initial checks point to connectivity, jitter, or throughput as a root-cause candidate. Prematurely attaching it can mislead triage, because most M365 issues are due to identity or service-side states rather than local bandwidth. It is also not a standard field in the Microsoft 365 admin center support request form, so supplying it provides no benefit to the initial routing.
Go deeper
Related to this question
Learn chapter
Tenant-Wide Settings and Org Profile
Key term
Microsoft 365 tenant
A Microsoft 365 tenant is a dedicated, isolated instance of Microsoft 365 services created for an organization when they sign up for a subscription.
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.
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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.