MS-102 Deploy and manage a Microsoft 365 tenant Practice Question
You are a Microsoft 365 administrator. Users report that they cannot access Microsoft Teams. You check the Microsoft 365 admin center and see that the service health for Microsoft Teams shows a 'Service degradation' incident. What is the most appropriate initial action?
⚠ Common exam trap
Test-takers frequently assume a service degradation requires immediate escalation or a support ticket, but the correct first step is to check the service health dashboard for existing incident details and workarounds before taking any further action.
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
✓
Review the incident details in the service health dashboard for an estimated resolution time and workaround.
The most appropriate initial action when a service degradation incident is already visible in the Microsoft 365 admin center is to review the incident details in the service health dashboard. This provides the estimated resolution time, current status, and any available workarounds published by Microsoft, allowing you to inform users and mitigate impact without immediately escalating or opening a support 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.
- ✗
Contact the Microsoft regional escalation engineer immediately.
Why it's wrong here
Contacting a regional escalation engineer directly is reserved for critical cases that have already gone through a support request and escalation process; it is not an initial triage step for an apparent service outage. Because the incident is on Microsoft's side, an individual engineer contact would merely confirm what the Service Health Dashboard already posts, and it gives you no documented workaround or ETA. This action wastes time and bypasses the established incident communication lifecycle.
- ✗
Open a support request with Microsoft to report the outage.
Why it's wrong here
Submitting a support request to report an outage that Microsoft already acknowledges in the Service Health Dashboard simply duplicates the existing incident tracking and may be automatically closed or linked to the incident without adding resources. Microsoft's support teams are already engaged for cloud-wide incidents, so a new request does not accelerate restoration and can actually delay you receiving consolidated information. Support requests are appropriate for tenant-specific issues, not for a publicly posted service advisory.
- ✓
Review the incident details in the service health dashboard for an estimated resolution time and workaround.
Why this is correct
The Service Health Dashboard is the designated place to see live incident status, the affected workload, the problem statement, the estimated time for restoration, and any Microsoft-issued workaround. By reviewing the incident details, you can quickly correlate user reports with a known root cause and then set accurate expectations with your organization. The dashboard also provides an incident history timeline and the option to get email alerts, making it the best evidence-based first action.
- ✗
Restart the Microsoft Teams service on all client machines.
Why it's wrong here
Restarting the Teams client on all endpoints is an attempt to fix a local process, but the reported issue is in Microsoft's backend service affecting all users globally or regionally. Teams runs as a modern desktop application and does not have an independently manageable service on the client; a restart only clears local caches or ephemeral issues that are not related to an outage. Additionally, orchestrating a mass restart across your org creates unnecessary support load and disrupts any users who are still able to work around the issue.
Go deeper
Related to this question
Learn chapter
Power Platform Governance from M365 Admin
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
Microsoft Teams
Microsoft Teams is a collaboration platform that integrates chat, video meetings, file storage, and application integration into a single workspace, primarily used within the Microsoft 365 ecosystem.
About these practice questions
Courseiva writes every MS-102 question from scratch — 712 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.