MS-740 Study Guide: Troubleshooting Microsoft Teams Exam

Thanks to my friend Chris Hoard for the heads up, MS-740: Troubleshooting Microsoft Teams Exam is out of beta and now available to take. This is an advanced technical exam specifically focused on troubleshooting Microsoft Teams; voice issues; meetings and live events; federation issues; signing in; teams and channels; and files.

Passing the exam gives you Microsoft 365 Certified: Teams Support Engineer Specialty Associate certification. So 1 exam for one associate certification.

MS-740 is not a requirement for Microsoft 365 Certified: Teams Voice Engineer Expert, which requires both MS-700 Managing Microsoft Teams and MS-720 Microsoft Teams Voice Engineer

MS-740 resources

Microsoft provides a free online “Learning Path”  to prepare for the exam which is a great resource. It’s a text-based overview of the key areas that link off to useful resources and quiz “Knowledge checks” at the end of each module.

Check it out here: https://docs.microsoft.com/en-us/learn/paths/troubleshoot-microsoft-365-teams/

It may also be useful to check out some of the MS-700 Get started with managing Microsoft Teams Learning path

MS-740 skills measured

Microsoft provides a full breakdown of skills measured for their exams. Here is what MS-740 covers:

Troubleshoot Microsoft Teams voice issues (15-20%)

Troubleshoot audio and video flow issues

• audio and video quality issues
• call drops
• investigate issues with call quality and dropped calls by using Call Quality Dashboard, network tracing tools, and logs

 

Troubleshoot emergency calling issues

• dynamic emergency calling
• identify issues with emergency phone number normalization rules
• location detection failures
• missing locations in outbound calls and missing addresses
• dial mask issues

 

Troubleshoot direct routing issues

• issues pairing the Session Border Controller (SBC) with the phone number
  service
• dial plan issues including normalization rules
• identify the root cause of direct-dialling call issues by reviewing the SBC log
• audio conferencing issues including provisioning and configuration issues

 

Troubleshoot issues with Teams meetings and live events (20-25%)

Troubleshoot live events issues

• meeting creation and scheduling issues
• recording issues including policies related to recording
• investigate issues sharing content and viewing reports
• reporting issues including issues with attendance reports and moderated
  questions
• attendee access and playback issues
• and optimize networks for Teams live events
• investigate issues connecting to the service and joining meetings

 

Troubleshoot Teams services

• validate Microsoft Audio Conferencing licensing
• dial pad issues
• phone number provisioning issues
• issues with the Outlook add-in for Teams
• issues enabling and configuring audio and video devices for Teams
• online and hybrid call queues and auto-attendant issues
• user provisioning issues including licensing users, phone number assignments, and policies
• issues with phone system features
• investigate phone system set up and configuration issues

 

Troubleshoot Teams client issues

• Teams client start-up issues and crashes on Windows, Mac, and Linux
  devices
• 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
• issues installing and updating client software
• performance issues including long times for uploading files and chats slow
  to load or send
• call set up issues
• issues adding participants to meetings

 

Troubleshoot messaging issues

• message delivery issues
• issues attaching files and content to messages
• chat notification issues

 

Troubleshoot federation issues (10-15%)

Troubleshoot issues interoperating with Skype for Business

• investigate chat issues when interoperating with Skype for Business
• 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 weblog data
• verify user virtual private network (VPN) configuration settings including split tunnelling 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
• client sign-in issues by collecting and analyzing Teams debug logs
• 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

• issues adding guest users to teams
• 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
• tenant replication issues in teams and channels
• 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
• 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 file