Exam Name: Troubleshooting Microsoft Teams
Certification Provider: Microsoft
Corresponding Certification: Microsoft 365 Certified: Teams Support Engineer Associate
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Skills measured
- Troubleshoot Microsoft Teams voice issues (15-20%)
- Troubleshoot issues with files (15-20%)
- Troubleshoot issues signing into Microsoft Teams (15-20%)
- Troubleshoot teams and channels (10-15%)
- Troubleshoot federation issues (10-15%)
- Troubleshoot issues with Microsoft Teams meetings and live events (20-25%)
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Microsoft MS-740 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Troubleshoot Microsoft Teams voice issues (15-20%) | |
| Troubleshoot audio and video flow issues | - troubleshoot audio and video quality issues - troubleshoot call drops - investigate issues with call quality and dropped calls by using Call Quality Dashboard, network tracing tools, and logs |
| Troubleshoot emergency calling issues | - troubleshoot dynamic emergency calling - identify issues with emergency phone number normalization rules - troubleshoot location detection failures - troubleshoot missing locations in outbound calls and missing addresses - troubleshoot dial mask issues |
| Troubleshoot direct routing issues | - troubleshoot issues pairing the Session Border Controller (SBC) with the phone number service - troubleshoot dial plan issues including normalization rules - identify the root cause of direct-dialing call issues by reviewing the SBC log - troubleshoot audio conferencing issues including provisioning and configuration issues |
Troubleshoot issues with Teams meetings and live events (20-25%) | |
| Troubleshoot live events issues | - troubleshoot meeting creation and scheduling issues - troubleshoot recording issues including policies related to recording - investigate issues sharing content and viewing reports - troubleshoot reporting issues including issues with attendance reports and moderated questions - troubleshoot attendee access and playback issues - troubleshoot and optimize networks for Teams live events - investigate issues connecting to the service and joining meetings |
| Troubleshoot Teams services | - validate Microsoft Audio Conferencing licensing - troubleshoot dial pad issues - troubleshoot phone number provisioning issues - troubleshoot issues with the Outlook add-in for Teams - troubleshoot issues enabling and configuring audio and video devices for Teams - troubleshoot online and hybrid call queues and auto-attendant issues - troubleshoot user provisioning issues including licensing users, phone number assignments, and policies - troubleshoot issues with phone system features - investigate phone system set up and configuration issues |
| Troubleshoot Teams client issues | - troubleshoot Teams client start up issues and crashes on Windows, Mac, and Linux devices - troubleshoot Investigate causes for high memory or CPU usage - investigate network issues including network latency - analyze web traffic and review HTTP status codes by using Fiddler and other tools - troubleshoot issues installing and updating client software - troubleshoot performance issues including long times for uploading files and chats slow to load or send - troubleshoot call set up issues - troubleshoot issues adding participants to meetings |
| Troubleshoot messaging issues | - troubleshoot message delivery issues - troubleshoot issues attaching files and content to messages - troubleshoot chat notification issues |
Troubleshoot federation issues (10-15%) | |
| Troubleshoot issues interoperating with Skype for Business | - investigate chat issues when interoperating with Skype for Business - troubleshoot federation issues between Teams and Skype or Skype for Business - troubleshooting Interop chat scenarios |
| Troubleshoot Teams federation issues | - troubleshoot federation policies and domain lists - verify tenant configuration settings including allowed and blocked domain lists and type of federation |
Troubleshoot issues signing into Teams (15-20%) | |
| Troubleshoot account and network issues | - verify Active Directory Federation Services (AD FS) health including endpoint availability and synchronization status - troubleshoot issues with Azure Active Directory Seamless Single Sign-On (Azure AD Seamless SSO) - identify reasons for blocked accounts by reviewing web log data - verify user virtual private network (VPN) configuration settings including split tunneling and client version - validate network configuration settings including firewall ports, IP ranges, and proxy configuration issues |
| Troubleshoot member sign-in issues | - investigate authentication issues - verify whether an applied conditional access policy prevents sign in - determine whether a user account or the device from which a user attempts to sign in is the cause of a sign in issue - troubleshoot client sign-in issues by collecting and analyzing Teams debug logs - troubleshoot Teams Rooms System (TRS) sign-in issues by analyzing log data from Teams Room devices - investigate points of failure in the sign-in process flow |
| Troubleshoot guest access issues | - troubleshoot issues adding guest users to teams - troubleshoot call, message, and meeting issues for guest users by checking the guest meeting, guest messaging, and guest calling configuration policies - audit invitations sent but not used and inactive accounts - validate configuration settings for federated message flow - review Azure sign-in logs and audit logs for the domain which hosts Teams |
Troubleshoot teams and channels (10-15%) | |
| Troubleshoot issues with apps | - configure Teams to allow or block an app - validate app permission policies - validate app setup policies |
| Troubleshoot issues with public and private channels | - check user permissions, team policies, and tenant policies - verify and troubleshoot channel email settings - troubleshoot tenant replication issues in teams and channels - troubleshoot deletion issues in teams and channels |
Troubleshoot issues with files (15-20%) | |
| Troubleshoot person-to-person (P2P) private chat files issues including issues access and sharing issues | - verify access rights for the user - troubleshoot Teams client configuration policies - troubleshoot issues provisioning users |
| Troubleshoot file issues for private channels | - verify that the SharePoint site for the channel is accessible - verify SharePoint access permissions - confirm that the SharePoint site collection link is intact |
| Troubleshoot file issues for public channels | - verify SharePoint access permissions - determine whether the name for a channel or team have been changed - confirm that the SharePoint site collection link is intact - troubleshoot file synchronization issues and missing files |
Reference: https://docs.microsoft.com/en-us/learn/certifications/exams/ms-740
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