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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.

Microsoft 365 Certified: Teams Support Engineer Associate

Exam MS-740: Troubleshooting Microsoft Teams (beta)

Troubleshoot Microsoft Teams Learning Path

Content Summary

Skill Measured
Troubleshoot Microsoft Teams voice issues (15-20%)
Troubleshoot issues with Microsoft Teams meetings and live events (20-25%)
Troubleshoot federation issues (10-15%)
Troubleshoot issues signing into Microsoft Teams (15-20%)
Troubleshoot teams and channels (10-15%)
Troubleshoot issues with files (15-20%)
Learning Path

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

Learning Path

Microsoft provides the learning path to prepare for the MS-740 exam covered 8 modules including the overview of the key areas, useful resources, and quiz “Knowledge checks” at the end of each module.


Alex Lim is a certified IT Technical Support Architect with over 15 years of experience in designing, implementing, and troubleshooting complex IT systems and networks. He has worked for leading IT companies, such as Microsoft, IBM, and Cisco, providing technical support and solutions to clients across various industries and sectors. Alex has a bachelor’s degree in computer science from the National University of Singapore and a master’s degree in information security from the Massachusetts Institute of Technology. He is also the author of several best-selling books on IT technical support, such as The IT Technical Support Handbook and Troubleshooting IT Systems and Networks. Alex lives in Bandar, Johore, Malaysia with his wife and two chilrdren. You can reach him at [email protected] or follow him on Website | Twitter | Facebook

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