Exam MS-220: Troubleshooting Microsoft Exchange Online

In Exam MS-220: Troubleshooting Microsoft Exchange Online, you will be assessed on how well you can troubleshoot mail flow, compliance and retention, mail clients, Exchange Online configuration, and hybrids and migration issues. This exam requires candidates to interact with customers and other stakeholders in order to understand the details of any issues, as well as with administrators and peers who work in similar fields. It is recommended that candidates have experience with PowerShell and the Exchange PowerShell module. In addition to significant experience with Microsoft Exchange Online deployment, management, and troubleshooting, the support engineer should be able to work with other vendors too.

Exam Details

Exam Name Troubleshooting Microsoft Exchange Online	Exam Code MS-220
Exam Duration 150 mins	Exam Format Multiple Choice and Multi-Response Questions
Exam Type Cloud Computing	Number of Questions 40-60 Questions
Eligibility/Pre-Requisite NIL	Exam Fee $165 USD
Exam Language English	Pass Score 700 (on a scale of 1-1000)

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Click on “Schedule Exam” to schedule an exam date at your convenience
Fill in all your details asked on the next page that appears
Select the exam delivery option on the Pearson VUE page
Pay your exam fees. You have successfully registered for the MS-220 Exam

Microsoft Exam MS-220: Troubleshooting Microsoft Exchange Online Sample Questions

Exam Retake Policy

If anyhow you are not able to achieve a passing score in the Microsoft MS-220 exam. However, you will have to wait for a minimum of 24 hours before you become eligible for a retake. Failure in the second attempt will result in a waiting time of 14 days before rescheduling your third attempt. The waiting period for the fourth and fifth attempts will also be 14 days. All candidates are allowed a maximum of five attempts per year.

Exam Cancellation Policy

Microsoft offers the candidates to cancel or reschedule their exams within a minimum of 24 hours prior to the exam date. However, to prevent any cancellation fee, you must cancel or reschedule your exam, at least 6 business days prior to the date scheduled for your exam. Also, if you fail to appear in the exam, you will not receive any refund of the fee.

Recertification Policy

Microsoft certification is expected to expire when the products are out of mainstream support although the person’s certificate will be recognized.

Exam Result

Right after successfully completing your Exam MS-220, you will be notified of your pass or fail status within a few minutes of completing your exam. Also, printed reports providing your exam score and feedback on your performance will also be provided to you. Your score will be forwarded to Microsoft within five business days.

For More Details See Exam MS-220: Troubleshooting Microsoft Exchange Online FAQ

Course Outline – Exam MS-220: Troubleshooting Microsoft Exchange Online

The Exam MS-220: Troubleshooting Microsoft Exchange Online covers the following domains:

Troubleshoot mail flow issues (20–25%)

Troubleshoot Exchange Online mail flow issues

Review and interpret message headers
Review and interpret message trace results and policies associated with those results
Determine whether a transport rule or conditional routing rule is affecting the mail flow
Identify rules that are evaluated and policies that are applied when sending or receiving email
Troubleshoot issues where users cannot send or receive email and no NDR is generated or
displayed
Troubleshoot issues where mail destined for one tenant is incorrectly routed to another tenant
Troubleshoot delivery delays

Troubleshoot mail flow issues with external systems

Read and analyze SMTP protocol logs for hybrid deployments and third-party systems
Troubleshoot issues related to mail flow for hybrid deployments
Troubleshoot DNS-related mail flow issues
Troubleshoot SMTP relay issues
Troubleshoot SMTP certificate issues

Troubleshoot other mail flow issues

Identify types of NDRs and interpret NDR data
Determine which active rules impact email attachments
Determine which rules are triggered when an email arrives in a user’s inbox
Troubleshoot issues related to blocked attachment types
Troubleshoot issues with corrupted inbox rules

Troubleshoot issues reported by Microsoft Defender for Office 365

Determine why an email is marked as spam
Determine why messages are being quarantined
Determine whether the sender SPF DMARC and DKIM records are valid
Troubleshoot spam filter policies
Troubleshoot messages that are categorized as false positive or false negative

Troubleshoot compliance and retention issues (25–30%)

Troubleshoot compliance issues

Identify roles required to perform eDiscovery actions
Describe Compliance center retention policies
Troubleshoot eDiscovery issues
Determine what types of holds are associated with an item
Troubleshoot in place and eDiscovery holds
Search for and delete email messages in an organization
Determine how to clear or purge recoverable item folders

Troubleshoot retention issues

Describe retention tag types and actions
Describe the process for calculating item retention age
Troubleshoot issues by creating and applying retention policies
Review and interpret Messaging Records Management (MRM) mailbox diagnostics logs
Interpret message properties used by message records management (MRM)

Troubleshoot Office Message Encryption (OME) and S/MIME issues

Troubleshoot issues with messages that are not encrypted or decrypted as expected
Troubleshoot issues where external users cannot decrypt messages but internal users can decrypt messages
Troubleshoot issues reading, replying to, or forwarding protected messages from Microsoft 365 on mobile devices
Troubleshoot mail flow rules
Troubleshoot revocation issues for encrypted emails
Troubleshoot S/MIME issues

Troubleshoot mailbox auditing issues

Troubleshoot issues searching audit logs
Troubleshoot user actions (for example, a user reports an item is deleted but they say they did not delete it)
Troubleshoot bulk actions including email creation, moves, modifications, and deletion
Track non-owner actions
Troubleshoot audit log retention period issues
Troubleshoot auditing not working

Troubleshoot journaling

Troubleshoot duplicate journal entries
Troubleshoot mail not being journaled
Troubleshoot journal OME decryption issues

Troubleshoot mail client issues (20–25%)

Troubleshoot connectivity and authentication issues

Describe how to obtain Outlook client configuration information
Troubleshoot Exchange authentication policies
Troubleshoot client access rules
Troubleshoot issues with modern authentication
Troubleshoot Outlook on the Web (OWA) sign in issues
Troubleshoot auto-discover issues
Outlook client cannot connect to Exchange Online mailbox
Troubleshoot Outlook continuously asking for Exchange Online password

Troubleshoot calendaring issues

Review and analyze mailbox and calendar diagnostic logs
Troubleshoot broken manager/delegation issues
Troubleshoot Resource Booking Assistant issues

Troubleshoot calendar-sharing issues

Troubleshoot permissions issues related to calendar sharing
Troubleshoot issues publishing and accessing calendars shared with external users
Determine why content for a published calendar is not up to date

Troubleshoot issues with mobile devices

Identify mobile device access states and what the states indicate
Review mobile devices statistics to confirm the reason for a block
Review the Allow Blocked Quarantine (ABQ) list to identify blocked or quarantined devices
Troubleshoot Exchange device access rules
Review and interpret ActiveSync logs to troubleshoot Outlook Sync EAS connection issues
Troubleshoot connectivity issues with native ActiveSync

Troubleshoot Exchange Online configuration issues (15–20%)

Troubleshoot provisioning issues

Interpret and troubleshoot validation errors encountered during object provisioning
Determine when to restore or recover an inactive mailbox
Troubleshoot issues managing resource mailboxes
Troubleshoot issues purging deleted users

Troubleshoot recipient issues

Troubleshoot automatic email forwarding
Troubleshoot matching issues with Azure AD
Troubleshoot distribution list membership issues (including dynamic distribution groups)
Troubleshoot issues with archive mailboxes including auto-expanding archive mailboxes

Troubleshoot org-wide settings

Troubleshoot domain setup and configuration issues
Troubleshoot address book policies
Troubleshoot address lists
Troubleshoot allowed file types
Troubleshoot mailbox plans
Troubleshoot Client-Access Services (CAS) mailbox plans

Troubleshoot public folder issues

Troubleshoot Exchange Online access to public folders
Troubleshoot mail-enabled public folders
Troubleshoot issues sending emails to public folders
Troubleshoot hybrid access to public folders
Troubleshoot load-balancing issues for public folders

Troubleshoot hybrid and migration issues (10–15%)

Troubleshoot hybrid configuration issues

Troubleshoot Hybrid Configuration Wizard issues
Troubleshoot hybrid mail flow issues
Troubleshoot free/busy issues for hybrid deployments
Troubleshoot issues synchronizing remote recipient attributes with Exchange Online

Troubleshoot migration issues

Troubleshoot endpoint creation issues
Review migration users and move requests
Troubleshoot slow migrations
Troubleshoot Data Consistency Score (DCS) issues
Troubleshoot failed migrations
Troubleshoot public folder migration issues

Preparation Guide for Exam MS-220: Troubleshooting Microsoft Exchange Online

Get Familiar with the Exam Objectives

Reviewing the course outline before the exam can be helpful. Managing your time effectively, determining what needs to be done, and how to accomplish it are essential. Additionally, you should keep an eye on the official website to keep up to date on any changes to the course. In Exam MS-220, the following topics are covered:

Troubleshoot mail flow issues (20–25%)
Troubleshoot compliance and retention issues (25–30%)
Troubleshoot mail client issues (20–25%)
Troubleshoot Exchange Online configuration issues (15–20%)
Troubleshoot hybrid and migration issues (10–15%)

Microsoft Official MS-220 Exam Study Guide

It provides an overview of the topics the exam could cover and links to additional resources to help you prepare. As you prepare for the test, this document contains information and materials that will help you focus on your studies. It provides links to several resources including

Instructor-led Training – Course MS-220T00: Troubleshoot Microsoft Exchange Online

With this course, you will learn how to fix a wide variety of problems that can arise in an organization that uses Microsoft Exchange Online. As you progress through this course, you will troubleshoot several aspects of Microsoft Exchange Online, including mail flow, compliance, recipient problems, and hybrid configurations of the cloud and on-premises.

Prerequisites

Before attending this course, students must have

Experience with PowerShell and the Exchange PowerShell module.
Significant experience deploying, managing, and troubleshooting Exchange environments.

Microsoft Learning Paths: Troubleshoot Microsoft Exchange Online

Your technical and professional goals will be achieved faster by using Microsoft Learning Paths’ dynamic and interactive online experiences. You can earn points, levels, achievements, and trophies by tracking progress, assessing knowledge, and validating deployments. The topic is broken down into bite-sized modules that provide a comprehensive understanding.

Microsoft Press Books

The reference books provided by Microsoft Press Store can help you prepare for the exam more efficiently. In these books, you will find a variety of helpful resources that you can use while studying. Reading books published by Microsoft Press will help you better understand the exam objectives.

Join Microsoft Community/ Online Forum

It is more likely that an issue will be resolved if more people are involved, and the quality of content is also improved by discussing diverse viewpoints. In addition to becoming more comprehensive, these discussions can also lead to the development of new studies. The forums we participate in help us build a sense of community and gain a deeper understanding of each other.

Practice Tests

Practice is key to success on Exam MS-220: Troubleshooting Microsoft Exchange Online, regardless of the preparation method you choose. With practice tests incorporated into your study plan, you are more likely to achieve better results on the real test. It is also important to analyze your answers to determine if they are in alignment with the objectives of the exam.