MS-900 Practice Question: Describe Microsoft 365 pricing, licensing, and support
Which TWO of the following support options are available for Microsoft 365?
⚠ Common exam trap
A common mix-up: candidates confuse chat support (C) as a standard Microsoft 365 support option, but it is not explicitly listed in the official support channels, which are limited to phone and online via the admin center.
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
✓
Phone support
Phone support (B) is a standard support channel for Microsoft 365, available to all subscribers with a qualifying support plan, allowing users to call Microsoft directly for technical assistance. Online support via the Microsoft 365 admin center (D) is the primary self-service and ticket-based support portal where administrators can submit service requests, access health dashboards, and manage support cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
On-site support
Why it's wrong here
On-site support is not part of Microsoft 365 support offerings because Microsoft 365 is a cloud service, and Microsoft resolves issues remotely through telemetry, diagnostics, and the admin center rather than dispatching engineers to a customer's physical location. Even Premier or Unified support engagements do not include routine on-site visits for Microsoft 365; if hardware is involved, it is covered by the hardware vendor's warranty, not by Microsoft's support boundary.
- ✓
Phone support
Why this is correct
Phone support is a legitimate Microsoft 365 support channel for administrators, but it is not universally available on every license; for example, many Microsoft 365 Business and Enterprise plans include phone support, while some lower-tier plans might require a separate support plan or only offer online tickets. To use phone support, an admin typically enters the Microsoft 365 admin center, creates a service request, and selects 'Phone' or 'Request a call back', after which Microsoft support contacts them.
- ✗
Chat support
Why it's wrong here
Chat support is not an included support channel for all Microsoft 365 plans; certain offerings may show a chat icon in the admin center, but Microsoft does not guarantee real-time chat as a standard entitlement across every subscription. Instead, chat interactions are often part of specific support contracts, like some Unified or Premier support packages, or are limited to particular portals such as Microsoft Entra or security tools, not as a general Microsoft 365 support option.
- ✓
Online support via the Microsoft 365 admin center
Why this is correct
Online support through the Microsoft 365 admin center is the primary and most widely available support channel: administrators sign in, open the Help & Support pane, describe the problem, and create a service request that Microsoft support agents answer through the portal. This channel includes self-help diagnostics, guided troubleshooting, and ticket tracking, and it is included in nearly every Microsoft 365 commercial subscription, though the admin role is required to access it.
- ✗
Email support
Why it's wrong here
Microsoft 365 does not offer a standard email address that customers can use to raise support tickets; support requests must originate from the admin center or the dedicated online portal so that Microsoft can authenticate the administrator and attach diagnostics to the case. Although Microsoft may send email notifications about a case, those are outbound messages, not an indication that a generic 'support@microsoft.com' mailbox is monitored.
Go deeper
Related to this question
Learn chapter
Microsoft 365 Admin Roles and Permissions
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 365 admin center
The Microsoft 365 admin center is a web-based portal where IT administrators manage users, subscriptions, security, and settings for an organization's Microsoft 365 services.
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Senior Network & Security Engineer · founder of Courseiva
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