MS-102 Practice Question: Implement and manage Microsoft Entra identity and access
You are the administrator for a Microsoft 365 tenant. Users report that they cannot sign in to Microsoft Entra ID because their accounts are locked after multiple failed password attempts. You need to reduce the number of lockouts caused by users forgetting their passwords and to allow users to unlock their own accounts without calling the help desk. What should you do?
⚠ Common exam trap
The trap here is thinking that increasing the lockout threshold or enabling MFA solves forgotten password lockouts, when only SSPR provides self-service reset and unlock.
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
✓
Enable self-service password reset (SSPR) for all users and configure the option to require users to register when they sign in.
Self-service password reset (SSPR) is the feature that lets users reset forgotten passwords and unlock their accounts without help desk involvement. Enabling SSPR and requiring registration at sign-in ensures users can self-remediate lockouts. Other options improve security but do not provide self-service account recovery, so they do not meet the requirement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure a Conditional Access policy that requires multifactor authentication for all users.
Why it's wrong here
MFA adds a security layer but does not allow users to reset forgotten passwords or unlock their own accounts. It may even increase lockouts if users fail the second factor. The requirement is to reduce lockouts from forgotten passwords and enable self-service unlocking, which MFA alone does not provide.
- ✗
Increase the account lockout threshold in Microsoft Entra password protection policies.
Why it's wrong here
Adjusting the lockout threshold may reduce the frequency of lockouts, but it does not empower users to reset passwords or unlock accounts themselves. It also weakens security by allowing more failed attempts. The requirement includes self-service unlocking and reducing help desk calls, which this does not achieve.
- ✗
Enable Microsoft Entra Password Protection with a custom banned password list.
Why it's wrong here
Password Protection prevents users from setting weak or banned passwords, which can reduce compromise risk, but it does not help users who have forgotten their passwords or are locked out. It does not provide self-service reset or unlock capabilities, so it fails to meet the stated requirements.
- ✓
Enable self-service password reset (SSPR) for all users and configure the option to require users to register when they sign in.
Why this is correct
SSPR allows users to reset their own passwords and unlock their accounts after lockout, reducing help desk calls. Requiring registration at sign-in ensures users enroll authentication methods before they need them. This directly addresses the requirement to reduce lockouts from forgotten passwords and enable self-service account unlocking.
Go deeper
Related to this question
Learn chapter
Microsoft 365 Reporting: Security and Compliance
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
Self-service password reset
Self-service password reset (SSPR) is a Microsoft identity feature that allows users to reset their own passwords without needing help from an IT helpdesk.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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