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Warning
This exam will retire on July 31, 2023, at 11:59 PM Central Standard Time.
Purpose of this document
This study guide should help you understand what to expect on the exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
| Useful links | Description |
|---|---|
| Review the skills measured as of April 18, 2023 | This list represents the skills measured AFTER the date provided. Study this list if you plan to take the exam AFTER that date. |
| Review the skills measured prior to April 18, 2023 | Study this list of skills if you take your exam PRIOR to the date provided. |
| Change log | You can go directly to the change log if you want to see the changes that will be made on the date provided. |
| How to earn the certification | Some certifications only require passing one exam, while others require passing multiple exams. |
| Certification renewal | Microsoft associate, expert, and specialty certifications expire annually. You can renew by passing a free online assessment on Microsoft Learn. |
| Your Microsoft Learn profile | Connecting your certification profile to Microsoft Learn allows you to schedule and renew exams and share and print certificates. |
| Exam scoring and score reports | A score of 700 or greater is required to pass. |
| Exam sandbox | You can explore the exam environment by visiting our exam sandbox. |
| Request accommodations | If you use assistive devices, require extra time, or need modification to any part of the exam experience, you can request an accommodation. |
| Take a practice test | Are you ready to take the exam or do you need to study a bit more? |
Updates to the exam
Our exams are updated periodically to reflect skills that are required to perform a role. We have included two versions of the Skills Measured objectives depending on when you are taking the exam.
We always update the English language version of the exam first. Some exams are localized into other languages, and those are updated approximately eight weeks after the English version is updated. While Microsoft makes every effort to update localized versions as noted, there may be times when the localized versions of an exam are not updated on this schedule. Other available languages are listed in the Schedule Exam section of the Exam Details webpage. If the exam isn't available in your preferred language, you can request an additional 30 minutes to complete the exam.
Note
The bullets that follow each of the skills measured are intended to illustrate how we are assessing that skill. Related topics may be covered in the exam.
Note
Most questions cover features that are general availability (GA). The exam may contain questions on Preview features if those features are commonly used.
Skills measured as of April 18, 2023
Audience profile
Candidates for this exam are support engineers who use advanced troubleshooting methods to support Microsoft Teams environments, analyze telemetry and log data, troubleshoot deployments, and tune performance. Candidates are expected to review logs and other data, infer the root cause of an issue, and provide a fix.
Candidates should have significant experience troubleshooting unified communications solutions with hands-on expertise specific to troubleshooting Microsoft Teams. In addition, candidates should have knowledge of basic networking, Microsoft Azure fundamentals, telephony, PowerShell, data storage technologies, APIs, app security, authentication and authorization, security and compliance information, debugging, performance tuning, and monitoring.
Troubleshoot Microsoft Teams voice issues (20–25%)
Troubleshoot issues with Microsoft Teams meetings and live events (20–25%)
Troubleshoot federation issues (5–10%)
Troubleshoot issues signing into Microsoft Teams (10–15%)
Troubleshoot teams and channels (10–15%)
Troubleshoot issues with files (15–20%)
Troubleshoot Microsoft Teams voice issues (20–25%)
Troubleshoot audio and video flow issues
Troubleshoot audio and video quality issues
Analyze call data metrics by using Call Quality Dashboard
Determine the root cause of flow issues by using network tracing tools and logs
Troubleshoot emergency calling issues
Troubleshoot dynamic emergency calling
Identify issues with emergency phone numbers and normalization rules
Troubleshoot location detection failures
Troubleshoot dial mask issues
Troubleshoot PSTN connectivity issues
Troubleshoot issues pairing the Session Border Controller (SBC) with Microsoft Teams Phone
Troubleshoot dial plan issues
Troubleshoot Direct Routing call issues by analyzing SBC logs
Troubleshoot audio conferencing issues including provisioning and configuration issues
Troubleshoot Calling Plan issues
Troubleshoot issues with Microsoft Teams meetings and live events (20–25%)
Troubleshoot Microsoft Teams meetings and live events issues
Troubleshoot scheduling issues
Troubleshoot recording issues
Troubleshoot sharing content issues
Troubleshoot issues related to reports during and post-event
Troubleshoot and optimize network configuration
Troubleshoot issues joining meetings
Troubleshoot Microsoft Teams services
Validate Audio Conferencing configuration
Troubleshoot issues related to the Outlook add-in for Microsoft Teams
Troubleshoot online and hybrid call queues and auto-attendant issues
Troubleshoot user provisioning issues
Troubleshoot issues with Microsoft Teams Phone features including voice mail, call forwarding, transfers, and contacts
Troubleshoot Microsoft Teams client issues
Investigate Microsoft Teams client start up issues and crashes
Troubleshoot causes for performance issues
Investigate network issues including firewall, proxy, and VPN configurations
Troubleshoot issues installing and updating client software
Troubleshoot peer-to-peer (P2P) SIP call issues
Troubleshoot issues enabling and configuring audio and video devices for Microsoft Teams
Troubleshoot notification issues
Troubleshoot federation issues (5–10%)
Troubleshoot Microsoft Teams external federation issues
Investigate external federation policy issues
Verify allowed and blocked domain lists
Troubleshoot issues related to Skype for Business hybrid environment
Troubleshoot Microsoft Teams in-tenant federation issues
Troubleshoot message delivery issues
Troubleshoot issues related to native chat functionalities
Troubleshoot issues related to Skype for Business hybrid environment
Troubleshoot issues signing into Microsoft Teams (10–15%)
Troubleshoot account sign-in issues
Troubleshoot issues with Microsoft Entra seamless Single Sign-On (Microsoft Entra seamless SSO)
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 Microsoft Teams debug logs
Troubleshoot Teams Rooms System (TRS) sign-in issues
Troubleshoot guest access issues
Troubleshoot issues adding guest users to teams
Troubleshoot call, message, and meeting issues for guest users
Investigate invitations sent but not redeemed
Investigate guest account sign-in issues
Troubleshoot teams and channels (10–15%)
Troubleshoot issues with apps
Troubleshoot issues accessing apps in Microsoft Teams
Troubleshoot app setup issues
Troubleshoot issues installing apps in Microsoft Teams
Troubleshoot issues with Microsoft Teams channels
Troubleshoot issues related to channel email integration
Troubleshoot replication issues including member management
Troubleshoot creation and deletion issues
Troubleshoot issues related to channel tabs
Troubleshoot issues with files (15–20%)
Troubleshoot peer-to-peer (P2P) private chat files issues
Investigate access rights for users
Investigate issues related to OneDrive conditional access policies
Troubleshoot OneDrive provisioning issues
Troubleshoot file issues for private channels
Verify that the SharePoint site for the channel is accessible
Verify SharePoint access permissions
Verify that the SharePoint site collection link is intact
Troubleshoot file issues for standard channels
Verify SharePoint access permissions
Verify that the SharePoint site collection link is intact
Troubleshoot file synchronization issues and missing files
Study resources
We recommend that you train and get hands-on experience before you take the exam. We offer self-study options and classroom training as well as links to documentation, community sites, and videos.
| Study resources | Links to learning and documentation |
|---|---|
| Get trained | Choose from self-paced learning paths and modules or take an instructor-led course |
| Find documentation | Microsoft 365 documentation | Microsoft Docs |
| Ask a question | Microsoft Q&A | Microsoft Docs |
| Get community support | Microsoft 365 - Microsoft Tech Community |
| Follow Microsoft Learn | Microsoft Learn - Microsoft Tech Community |
| Find a video | Exam Readiness Zone Browse other Microsoft Learn shows |
Change log
Key to understanding the table: The topic groups (also known as functional groups) are in bold typeface followed by the objectives within each group. The table is a comparison between the two versions of the exam skills measured and the third column describes the extent of the changes.
| Skill area prior to April 18, 2023 | Skill area as of April 18, 2023 | Change |
|---|---|---|
| Audience profile | Minor | |
| Troubleshoot Microsoft Teams voice issues | Troubleshoot Microsoft Teams voice issues | No % change |
| Troubleshoot audio and video flow issues | Troubleshoot audio and video flow issues | No change |
| Troubleshoot emergency calling issues | Troubleshoot emergency calling issues | No change |
| Troubleshoot PSTN connectivity issues | Troubleshoot PSTN connectivity issues | Minor |
| Troubleshoot issues with Microsoft Teams meetings and live events | Troubleshoot issues with Microsoft Teams meetings and live events | No % change |
| Troubleshoot Microsoft Teams meetings and live events issues | Troubleshoot Teams meetings and live events issues | Minor |
| Troubleshoot Microsoft Teams services | Troubleshoot Teams services | Minor |
| Troubleshoot Microsoft Teams client issues | Troubleshoot Teams client issues | Minor |
| Troubleshoot federation issues | Troubleshoot federation issues | No % change |
| Troubleshoot Microsoft Teams external federation issues | Troubleshoot Teams external federation issues | Minor |
| Troubleshoot Microsoft Teams in-tenant federation issues | Troubleshoot Teams in-tenant federation issues | Minor |
| Troubleshoot issues signing into Microsoft Teams | Troubleshoot issues signing into Microsoft Teams | No % change |
| Troubleshoot account sign-in issues | Troubleshoot account sign-in issues | Minor |
| Troubleshoot guest access issues | Troubleshoot guest access issues | No change |
| Troubleshoot teams and channels | Troubleshoot teams and channels | No % change |
| Troubleshoot issues with apps | Troubleshoot issues with apps | Minor |
| Troubleshoot issues with Microsoft Teams channels | Troubleshoot issues with Teams channels | Minor |
| Troubleshoot issues with files | Troubleshoot issues with files | No % change |
| Troubleshoot peer-to-peer (P2P) private chat files issues | Troubleshoot peer-to-peer (P2P) private chat files issues | Minor |
| Troubleshoot file issues for private channels | Troubleshoot file issues for private channels | Minor |
| Troubleshoot file issues for standard channels | Troubleshoot file issues for standard channels | No change |
Skills measured prior to April 18, 2023
Audience profile
Candidates for this exam are support engineers who use advanced troubleshooting methods to support Microsoft Teams environments, analyze telemetry and log data, troubleshoot deployments, and tune performance. Candidates are expected to review logs and other data, infer the root cause of an issue, and provide a fix.
Candidates should have significant experience troubleshooting unified communications solutions with hands-on expertise specific to troubleshooting Microsoft Teams. In addition, candidates should have knowledge of basic networking, Azure fundamentals, telephony, PowerShell, data storage technologies, APIs, app security, authentication and authorization, security and compliance information, debugging, performance tuning, and monitoring.
Troubleshoot Microsoft Teams voice issues (20–25%)
Troubleshoot issues with Microsoft Teams meetings and live events (20–25%)
Troubleshoot federation issues (5–10%)
Troubleshoot issues signing into Microsoft Teams (10–15%)
Troubleshoot teams and channels (10–15%)
Troubleshoot issues with files (15–20%)
Troubleshoot Microsoft Teams voice issues (20–25%)
Troubleshoot audio and video flow issues
Troubleshoot audio and video quality issues
Analyze call data metrics by using Call Quality Dashboard
Determine the root cause of flow issues by using network tracing tools and logs
Troubleshoot emergency calling issues
Troubleshoot dynamic emergency calling
Identify issues with emergency phone numbers and normalization rules
Troubleshoot location detection failures
Troubleshoot dial mask issues
Troubleshoot PSTN connectivity issues
Troubleshoot issues pairing the Session Border Controller (SBC) with Microsoft Teams Phone
Troubleshoot dial plan issues
Troubleshoot Direct Routing call issues by analyzing SBC logs
Troubleshoot audio conferencing issues including provisioning and configuration issues
Troubleshoot Calling Plan issues
Troubleshoot issues with Microsoft Teams meetings and live events (20–25%)
Troubleshoot Microsoft Teams meetings and live events issues
Troubleshoot scheduling issues
Troubleshoot recording issues
Troubleshoot sharing content issues
Troubleshoot issues related to reports during and post-event
Troubleshoot and optimize network configuration
Troubleshoot issues joining meetings
Troubleshoot Microsoft Teams services
Validate Audio Conferencing configuration
Troubleshoot issues related to the Outlook add-in for Microsoft Teams
Troubleshoot online and hybrid call queues and auto-attendant issues
Troubleshoot user provisioning issues
Troubleshoot issues with Microsoft Teams Phone features including voice mail, call forwarding, transfers, and contacts
Troubleshoot Microsoft Teams client issues
Investigate Microsoft Teams client start up issues and crashes
Troubleshoot causes for performance issues
Investigate network issues including firewall, proxy, and VPN configurations
Troubleshoot issues installing and updating client software
Troubleshoot peer-to-peer (P2P) SIP call issues
Troubleshoot issues enabling and configuring audio and video devices for Microsoft Teams
Troubleshoot notification issues
Troubleshoot federation issues (5–10%)
Troubleshoot Microsoft Teams external federation issues
Investigate external federation policy issues
Verify allowed and blocked domain lists
Troubleshoot issues related to Skype for Business hybrid environment
Troubleshoot Microsoft Teams in-tenant federation issues
Troubleshoot message delivery issues
Troubleshoot issues related to native chat functionalities
Troubleshoot issues related to Skype for Business hybrid environment
Troubleshoot issues signing into Microsoft Teams (10–15%)
Troubleshoot account sign-in issues
Troubleshoot issues with Microsoft Entra seamless Single Sign-On (Microsoft Entra seamless SSO)
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 Microsoft Teams debug logs
Troubleshoot Teams Rooms System (TRS) sign-in issues
Troubleshoot guest access issues
Troubleshoot issues adding guest users to teams
Troubleshoot call, message, and meeting issues for guest users
Investigate invitations sent but not redeemed
Investigate guest account sign-in issues
Troubleshoot teams and channels (10–15%)
Troubleshoot issues with apps
Troubleshoot issues accessing apps in Microsoft Teams
Troubleshoot app setup issues
Troubleshoot issues installing apps in Microsoft Teams
Troubleshoot issues with Microsoft Teams channels
Troubleshoot issues related to channel email integration
Troubleshoot replication issues including member management
Troubleshoot creation and deletion issues
Troubleshoot issues related to channel tabs
Troubleshoot issues with files (15–20%)
Troubleshoot peer-to-peer (P2P) private chat files issues
Investigate access rights for users
Investigate issues related to OneDrive conditional access policies
Troubleshoot OneDrive provisioning issues
Troubleshoot file issues for private channels
Verify that the SharePoint site for the channel is accessible
Verify SharePoint access permissions
Verify that the SharePoint site collection link is intact
Troubleshoot file issues for standard channels
Verify SharePoint access permissions
Verify that the SharePoint site collection link is intact
Troubleshoot file synchronization issues and missing files