Microsoft 365 Certified: Teams Support Engineer Associate Certification and Exam MS-740: Troubleshooting Microsoft Teams (beta) Released and Learning Path

Microsoft has released Microsoft 365 Certified: Teams Support Engineer Associate certification, Exam MS-740: Troubleshooting Microsoft Teams (beta), and Troubleshoot Microsoft Teams Learning Path. The MS-740 exam will be available in beta on July 8, 2021.

Skill Measured

MS-740 exam measures your ability to troubleshoot the following technical tasks:

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

• configure 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 Microsoft 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

Configure and troubleshoot Teams services

• configure Microsoft Audio Conferencing licensing
• troubleshoot dial pad issues
• troubleshoot phone number provisioning issues
• configure and 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 setup and configuration issues

Troubleshoot Teams client issues

• troubleshoot Teams client startup 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
• 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 setup 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

• configure federation policies and domain lists
• verify tenant configuration settings including allowed and blocked domain lists and type of federation

Troubleshoot issues signing into Microsoft 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
• configure app setup policies

Troubleshoot issues with public and private channels

• differentiate between capabilities of public and private channels
• identify limitations for 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 file issues including access and sharing

• verify access rights for the user
• configure a Teams client configuration policy
• 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