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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:

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
  • 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
  • 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
  • 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

About the author

Tom Arbuthnot

A Microsoft MVP and Microsoft Certified Master, Tom Arbuthnot is Principal Solutions Architect at Microsoft Collaboration specialists Modality Systems.

Tom stays up to date with industry developments and shares news and his opinions on his blog, Microsoft Teams Podcast and email list. He is a regular speaker at events around the world.

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  • I have a feeling that the traditional (exam-based) concept of skill evaluation is not valid anymore. Technology is evolving faster than the vendor is getting their learning and testing stuff ready.

    That learning path, for example. The 2nd version of Teams PS module has been released already 4 month ago, but there’s no mention of it, and the article still refers to New-CSOnlineSession cmdlet. I wonder if the exam has the same level of accuracy…

Tom Talks Microsoft Teams and Microsoft 365 news and opinions