Troubleshooting
What is the first step in troubleshooting?
Define the problem
An administrator has some concerns that inbound emails are being marked as spam. What information should you collect from the administrator to determine the cause?
Message headers
What DNS record is responsible for mail flow or routing?
MX Record
What level of access does an external user, such as @gmail.com or @outlook.com, where they are allowed to collaborate within your MS Teams team?
Guest access
What's the best way to determine if the issue is systemic or a local issue?
Reproduce the issue
What can you use in the Exchange Admin Center to determine if an email ever was sent to the organization?
Message trace
What DNS record is responsible for the function of Outlook or mobile devices configuring with only the username and password?
Autodiscover
An organization wants to add an external domain to their allow list to enable chat with this organization hosted on Office 365. What access is this called?
External Access
Were can you go to see what new updates or changes are coming to RAVE?
What specific documentation template should be used on every single customer call?
Troubleshooting/Actions Taken
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Next Steps
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An administrator wants to place suspicious emails in an area to be reviewed by administrators before releasing the email to users. What is this area called?
Quarantine
What is the standard propagation time window when an administrator is making changes to online services?
1-24 hours
Under current limitations, what is the maximum number of members that can join a Microsoft Team?
10,000
How long do Ambassadors have to wrap up their case in After call work before moving along to their next case?
10 minutes
An admin complains every single user in the organization is down and can't receive internal or external emails. What two things should you check first?
Subscriptions status - confirm Active or Disabled
Domain name - active or expired
Where feature can an administrator use to setup a disclaimer to append to the bottom of emails for all of their users?
Mail transport rules
What record is required for Basic Mobility & Security? (MDM)
Host: enterpriseregistration
In Microsoft Teams, which is a requirement for setting up an auto attendant or call queue?
Resource Account
Can you upload PII directly into RAVE?
Yes
You've got an issue that you are running out of options for to find a resolution on. The customer asks if he should try turning off the license (toggling), then turning it back on. Is this a valid troubleshooting step?
No.
What tool can an administrator use to export an entire user's mailbox using the Security & Compliance Center?
eDiscovery export
What is the purpose of the IPV4 address in this example?
It recognizes 172.21.10.2 as a valid sender under the domain name
In Microsoft Teams, an administrator wants to manage better inbound calls to their users. The admin wants the ability to play a greeting message and to implement call routing to agents, with an option to handle overflow calls. What MS Teams feature should you recommend to the administrator?
Auto Attendant
What's the last thing we should do in RAVE before leaving for the day?
Sign out