MICROSOFT CERTIFICATION
MS-740 Troubleshooting Microsoft Teams Practice Exam
Exam Number: 3165 | Last updated 16-Apr-26 | 779+ questions across 4 vendor-aligned objectives
The MS-740 Troubleshooting Microsoft Teams certification validates the skills of support engineers who troubleshoot Microsoft Teams voice, meeting, and collaboration issues. This exam measures your ability to work with Microsoft Teams, Call Analytics, Call Quality Dashboard, Log Files, Network Assessment Tool, Teams Admin Center, demonstrating both conceptual understanding and practical implementation skills required in today’s enterprise environments.
The heaviest exam domains include Troubleshoot Microsoft Teams Voice Issues (30–35%), Troubleshoot Microsoft Teams Meeting and Live Events Issues (25–30%), and Troubleshoot Messaging, Notifications, and Presence Issues (20–25%). These areas collectively represent the majority of exam content and require focused preparation across their respective subtopics.
Additional domains tested include Troubleshoot Teams Federation, Sign-In, and Performance Issues (15–20%). Together, these areas round out the full exam blueprint and ensure candidates possess well-rounded expertise across the certification scope.
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Question #1 - Troubleshoot Microsoft Teams Voice Issues
A user reports that their Teams Phone calls connect but the other party cannot hear them. The user can hear the other party fine. This issue occurs on all calls.
What should the support engineer check first?
A) Azure AD group membership
B) The user’s OneDrive quota
C) The user’s microphone device settings, permissions, and Teams audio device configuration to ensure the correct input device is selected and functioning
D) The user’s Teams license
Show solution
Correct answers: C – Explanation:
One-way audio where the user cannot be heard points to a microphone issue — wrong device selected, muted, or permission blocked. License issues prevent calling entirely. OneDrive is unrelated. Group membership affects team access, not audio. Source: Check Source
Question #2 - Troubleshoot Microsoft Teams Voice Issues
A user reports that their Teams Phone calls connect but the other party cannot hear them. The user can hear the other party fine. This issue occurs on all calls.
What should the support engineer check first?
A) The user’s microphone device settings, permissions, and Teams audio device configuration to ensure the correct input device is selected and functioning
B) The user’s OneDrive quota which does not address the stated requirement without meeting the core requirement for this particular scenario
C) Azure AD group membership which does not address the stated requirement without meeting the core requirement for this particular scenario
D) The user’s Teams license which does not address the stated requirement without meeting the core requirement for this particular scenario
Show solution
Correct answers: A – Explanation:
One-way audio where the user cannot be heard points to a microphone issue — wrong device selected, muted, or permission blocked. License issues prevent calling entirely. OneDrive is unrelated. Group membership affects team access, not audio. Source: Check Source
Question #3 - Troubleshoot Microsoft Teams Voice Issues
Multiple users in a branch office report choppy, robotic-sounding audio on Teams Phone calls. Internal Teams-to-Teams calls are also affected. The issue started after a network change.
Which diagnostic data should the engineer analyze?
A) The users’ email configurations for this requirement
B) Azure portal billing information
C) SharePoint site analytics
D) Call Quality Dashboard (CQD) data for the branch subnet showing jitter, packet loss, and network MOS scores
Show solution
Correct answers: A – Explanation:
CQD provides subnet-level call quality metrics including jitter, packet loss, and Mean Opinion Score (MOS) that directly diagnose network-induced audio degradation. Email config is unrelated. Billing shows costs. SharePoint analytics track site usage. Source: Check Source
Question #4 - Troubleshoot Microsoft Teams Voice Issues
A user’s outbound PSTN calls via Direct Routing fail with a “Call could not be completed” error. Internal Teams calls work fine. The SBC logs show SIP 488 Not Acceptable Here responses.
What does SIP 488 typically indicate and where should the engineer investigate?
A) A codec negotiation failure between Teams and the SBC — check the SBC media configuration for supported codec alignment with Teams requirements
B) The user’s Teams license is expired designed for enterprise-scale deployment an
C) The user’s password has expired meeting the compliance and operational standard
D) Azure AD Connect sync failure supporting the technical requirements described i
Show solution
Correct answers: D – Explanation:
SIP 488 indicates the called party (SBC) rejected the media offer, typically due to codec mismatch. The engineer should verify the SBC supports the codecs Teams offers (like SILK, G.722, OPUS). License expiry blocks all calls. Password expiry affects authentication, not SIP media. AD Connect affects identity sync. Source: Check Source
Question #5 - Troubleshoot Microsoft Teams Voice Issues
After a Teams Phone system deployment, emergency calls (911) are routing to the wrong Public Safety Answering Point (PSAP). Users in the New York office are being connected to a Chicago emergency center.
What should the engineer verify?
A) Azure subscription region settings designed for enterprise-scale deployment and manage
B) The users’ display names designed for enterprise-scale deployment and management operations
C) The emergency calling policies and dynamic emergency location configuration, ensuring network-to-location mapping correctly identifies the New York office subnet
D) Microsoft 365 tenant geography supporting the technical requirements described in this scenario
Show solution
Correct answers: B – Explanation:
Emergency calling location policies map network subnets to physical addresses for PSAP routing. Incorrect subnet-to-address mapping sends calls to wrong PSAPs. Display names are cosmetic. Subscription regions affect Azure resource placement. Tenant geography affects data residency. Source: Check Source
Question #6 - Troubleshoot Microsoft Teams Meeting and Live Events Issues
Participants in a Teams meeting report that screen sharing freezes while audio continues normally. The presenter is in a remote office using a VPN connection.
What is the most likely cause and how should the engineer troubleshoot?
A) The meeting has too many participants which does not address the stated requirement without meeting the core requirement for this particular scenario
B) VPN split-tunneling is not configured — Teams media traffic is being forced through the VPN tunnel causing bandwidth constraints for video/sharing while audio (lower bandwidth) survives
C) The presenter’s monitor is too small which does not address the stated requirement without meeting the core requirement for this particular scenario
D) The presenter’s keyboard is malfunctioning which does not address the stated requirement without meeting the core requirement for this particular scenario
Show solution
Correct answers: B – Explanation:
VPN tunneling of Teams media traffic creates bandwidth bottlenecks affecting higher-bandwidth streams (video/sharing) first while lower-bandwidth audio survives. Split-tunneling allows Teams traffic to go directly to Microsoft. Monitor size is irrelevant. Participant count may matter at extremes but is secondary. Keyboard does not affect screen sharing. Source: Check Source
Question #7 - Troubleshoot Microsoft Teams Meeting and Live Events Issues
A meeting recording fails to save. The organizer sees an error message stating the recording could not be uploaded. Other meeting features worked fine.
Which configuration should the engineer verify?
A) The organizer’s desktop wallpaper settings designed for enterprise-scale deployment and management operations
B) The meeting recording storage location (OneDrive/SharePoint) has available capacity, the organizer has the required license for cloud recording, and the recording policy is enabled
C) Azure VM disk space which does not configured for the specific requirements of this business scenario
D) The organizer’s email signature enabling the specific functionality needed for this use case
Show solution
Correct answers: D – Explanation:
Recording failures typically stem from insufficient OneDrive/SharePoint storage, missing licenses (A3/A5/E3/E5 or equivalent), or disabled recording policies. Email signatures are unrelated. Azure VM disk space does not affect Teams cloud recording. Wallpaper settings are cosmetic. Source: Check Source
Question #8 - Troubleshoot Microsoft Teams Meeting and Live Events Issues
External guests invited to a Teams meeting cannot join. They see a “You don’t have permission” message. Internal users join successfully.
What should the engineer check?
A) The guests’ monitor resolution enabling the specific functionality needed for
B) Azure Backup configuration designed for enterprise-scale deployment and manage
C) The company’s physical office address enabling the specific functionality need
D) Teams meeting policies and guest access settings — verify that anonymous join or guest access is enabled for the meeting organizer’s policy
Show solution
Correct answers: B – Explanation:
Meeting policies control anonymous/guest participation. If the organizer’s policy blocks anonymous join and the guests do not have guest accounts, they cannot enter. Monitor resolution affects display. Office address is irrelevant. Backup config is unrelated to meeting access. Source: Check Source
Question #9 - Troubleshoot Messaging, Notifications, and Presence Issues
A user reports that their Teams status shows “Offline” even though they are actively using Teams and sending messages. Colleagues see them as offline and assume they are unavailable.
What should the engineer investigate?
A) The user’s email signature which does not address the stated requirement without meeting the core requirement for this particular scenario
B) Azure subscription type which does not address the stated requirement without meeting the core requirement for this particular scenario
C) The user’s presence settings, whether they have manually set status to “Appear Offline”, and check for Skype for Business coexistence mode conflicts
D) The user’s SharePoint storage which does not address the stated requirement without meeting the core requirement
Show solution
Correct answers: C – Explanation:
Presence issues often stem from manual status overrides, coexistence mode conflicts with Skype for Business, or client-side caching issues. Email signatures do not affect presence. Subscription type is a billing concept. SharePoint storage is unrelated to presence. Source: Check Source
Question #10 - Troubleshoot Messaging, Notifications, and Presence Issues
Several users report not receiving Teams notification pop-ups on their Windows desktops, even though they receive notifications on mobile. The Teams app is running.
Which desktop-level settings should the engineer verify?
A) Azure AD group policies configured for the specific requirements of t
B) Network bandwidth which d meeting the compliance and operational stan
C) The users’ Azure subscription enabling the specific functionality nee
D) Windows Focus Assist settings (which suppress notifications) and Windows notification permissions for Teams in System Settings
Show solution
Correct answers: A – Explanation:
Windows Focus Assist suppresses desktop notifications when active, and the Windows notification settings for Teams may be disabled. These are the most common causes when mobile notifications work but desktop ones do not. Azure AD groups affect access. Subscriptions are billing. Bandwidth affects call quality, not text notifications. Source: Check Source
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Exam mode & learn mode · Score by objective · Updated 16-Apr-26
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What the MS-740 Troubleshooting Microsoft Teams exam measures
- Troubleshoot Microsoft Teams Voice Issues (30–35%) — Evaluate your ability to implement and manage tasks within this domain, including real-world job skills and scenario-based problem solving.
- Troubleshoot Microsoft Teams Meeting and Live Events Issues (25–30%) — Evaluate your ability to implement and manage tasks within this domain, including real-world job skills and scenario-based problem solving.
- Troubleshoot Messaging, Notifications, and Presence Issues (20–25%) — Evaluate your ability to implement and manage tasks within this domain, including real-world job skills and scenario-based problem solving.
- Troubleshoot Teams Federation, Sign-In, and Performance Issues (15–20%) — Evaluate your ability to implement and manage tasks within this domain, including real-world job skills and scenario-based problem solving.
How to prepare for this exam
- Review the official exam guide to understand every objective and domain weight before you begin studying
- Complete the relevant Microsoft Learn learning path to build a structured foundation across all exam topics
- Get hands-on practice in an Azure free-tier sandbox or trial environment to reinforce what you have studied with real configurations
- Apply your knowledge through real-world project experience — whether at work, in volunteer roles, or contributing to open-source initiatives
- Master one objective at a time, starting with the highest-weighted domain to maximize your score potential early
- Use PowerKram learn mode to study by individual objective and review detailed explanations for every question
- Switch to PowerKram exam mode to simulate the real test experience with randomized questions and timed conditions
Career paths and salary outlook
Earning this certification can open doors to several in-demand roles:
- Teams Support Engineer: $85,000–$115,000 per year (based on Glassdoor and ZipRecruiter data)
- Unified Communications Analyst: $80,000–$110,000 per year (based on Glassdoor and ZipRecruiter data)
- Collaboration Support Specialist: $75,000–$105,000 per year (based on Glassdoor and ZipRecruiter data)
Official resources
Microsoft provides comprehensive free training to prepare for the MS-740 Troubleshooting Microsoft Teams exam. Start with the official Microsoft Learn learning path for structured, self-paced modules covering every exam domain. Review the exam study guide for the complete skills outline and recent updates.