The correct action is to seek confirmation from the customer that the classification is acceptable. This is because in PRINCE2, the classification of acceptance criteria—such as 'Must', 'Should', or 'Could'—is a customer decision, not a project team judgment. When handling acceptance criterion classification 'Should' during a quality review, the project manager must not assume or change the priority; only the customer can confirm whether a desirable criterion can remain downgraded or be reclassified, ensuring the Project Product Description stays aligned with their expectations. On the PRINCE2 Foundation exam, this tests your understanding of the customer’s sole authority over acceptance criteria and the importance of formal confirmation rather than unilateral action. A common trap is assuming the project team can reclassify 'Should' criteria based on budget or time constraints. Remember the mnemonic: "Customer Confirms Classification"—never change a 'Should' without the customer’s nod.
PRINCE2F PRINCE2 Practices Practice Question
This PRINCE2F practice question tests your understanding of prince2 practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Exhibit
Refer to the exhibit.
Project Product: New Customer Relationship Management (CRM) System
Acceptance Criteria:
- The system shall support up to 10,000 concurrent users (Must)
- The average response time shall be less than 2 seconds (Must)
- The system shall be compatible with Windows 10 and macOS (Should)
- The user interface shall be customizable (Could)
Exhibit: Extract from the Project Product Description
During a quality review, it is discovered that the acceptance criterion 'The system shall be compatible with Windows 10 and macOS' has been classified as 'Should' (i.e., a desirable but not essential criterion). Which action should be taken?
Refer to the exhibit.
Project Product: New Customer Relationship Management (CRM) System
Acceptance Criteria:
- The system shall support up to 10,000 concurrent users (Must)
- The average response time shall be less than 2 seconds (Must)
- The system shall be compatible with Windows 10 and macOS (Should)
- The user interface shall be customizable (Could)
Exhibit: Extract from the Project Product Description
A
Remove the criterion from the Project Product Description.
Why wrong: Removal should be a formal change control decision.
B
Ignore the issue because the criterion is already documented.
Why wrong: The issue needs to be addressed to avoid ambiguity.
C
Reclassify it as 'Must' to ensure delivery.
Why wrong: This should be agreed with the customer first.
D
Seek confirmation from the customer that the classification is acceptable.
The customer should agree on the priority of acceptance criteria.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Seek confirmation from the customer that the classification is acceptable.
In PRINCE2, the classification of acceptance criteria (e.g., 'Must', 'Should', 'Could') is a customer decision. When a criterion classified as 'Should' is discovered during a quality review, the correct action is to seek confirmation from the customer that the classification is acceptable, as only the customer can decide whether a desirable criterion can be downgraded or reclassified. This ensures the project remains aligned with customer expectations and avoids unauthorized changes to the Project Product Description.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Remove the criterion from the Project Product Description.
Why it's wrong here
Removal should be a formal change control decision.
✗
Ignore the issue because the criterion is already documented.
Why it's wrong here
The issue needs to be addressed to avoid ambiguity.
✗
Reclassify it as 'Must' to ensure delivery.
Why it's wrong here
This should be agreed with the customer first.
✓
Seek confirmation from the customer that the classification is acceptable.
Why this is correct
The customer should agree on the priority of acceptance criteria.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates may assume the project manager or quality review team has the authority to reclassify criteria, but PRINCE2 emphasizes that acceptance criteria are customer-defined and any change must be formally agreed with the customer.
Detailed technical explanation
How to think about this question
In PRINCE2, the Project Product Description (PPD) is a key document that defines the product's scope, quality criteria, and acceptance methods. The classification of acceptance criteria (e.g., MoSCoW) is typically agreed upon with the customer during the Initiating a Project process. During a quality review, any discrepancy in classification must be escalated to the customer (or their representative) to ensure the PPD remains accurate and the project delivers what is actually required, as per the 'Manage by Stages' and 'Focus on Products' principles.
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.
TExam Day Tips
→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.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A small business has 20 workstations on the 192.168.1.0/24 network and one public IP from its ISP. The router uses PAT (NAT overload) so all 20 devices share one public address using different source ports. NAT questions test whether you understand the four address terms and which direction each translation applies.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
PRINCE2 Practices — This question tests PRINCE2 Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Seek confirmation from the customer that the classification is acceptable. — In PRINCE2, the classification of acceptance criteria (e.g., 'Must', 'Should', 'Could') is a customer decision. When a criterion classified as 'Should' is discovered during a quality review, the correct action is to seek confirmation from the customer that the classification is acceptable, as only the customer can decide whether a desirable criterion can be downgraded or reclassified. This ensures the project remains aligned with customer expectations and avoids unauthorized changes to the Project Product Description.
What should I do if I get this PRINCE2F question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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