MS-721 Question #87: Real Exam Question with Answer & Explanation

Question

Drag and Drop Question A user uses the Microsoft Teams client on a Windows device. The user reports call quality issues. You need to send the diagnostics logs to Microsoft support to troubleshoot the issues. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. Answer:

Explanation

To troubleshoot Microsoft Teams call quality issues, diagnostic logging must first be enabled in the client, then the support files collected, and finally, the relevant logs sent to Microsoft support.

Approach. The correct approach involves three sequential steps to gather and send client-side diagnostic logs for Microsoft Teams call quality issues:

1. From Settings in the Microsoft Teams client, select Enable logging for meeting diagnostics.

   • Reasoning: This is the crucial first step. Before you can collect detailed diagnostic information about call quality, you must ensure that the Microsoft Teams client is actively logging this data. If logging isn't enabled, the collected support files might lack the specific details needed to troubleshoot meeting and call-related issues. This action activates the client's diagnostic data collection.

2. Right-click the Teams notification icon and select Collect support files.

   • Reasoning: Once logging is enabled and the user has potentially reproduced the issue (or after the issue has occurred), this action is used to gather all the relevant client-side log files. The Teams notification icon (in the system tray on Windows) provides a quick menu option to package these logs into a readily transferable format. This consolidates various log types, including media logs, desktop logs, and debug logs.

3. Send the Media logs to Microsoft support.

   • Reasoning: After the support files are collected, the final step is to transmit them to Microsoft support for analysis. Since the problem explicitly states 'call quality issues,' sending 'Media logs' (which contain detailed audio/video stream information) is the most relevant type of log to send from the collected support files. This action completes the process of providing the diagnostic data to the support team.

Common mistakes.

• common_mistake. Several common mistakes can lead to incorrect choices or sequencing:
• Confusing Admin Center actions with Client-side actions: Options like 'From Users in the Microsoft Teams admin center, modify the Voice settings of the user' or 'From the Microsoft Teams admin center, locate the failed calls on the Meetings & calls tab of the user' are incorrect because the question specifically asks for actions to send 'diagnostics logs' from a user's Windows device. Admin center actions are for administrative management or high-level call analytics, not for directly collecting detailed client-side logs for support.
• Incorrect Sequencing: Selecting 'Send the Media logs to Microsoft support' or 'Send the Desktop logs to Microsoft support' as a first or second step is incorrect because logs must first be generated and then collected before they can be sent.
• Collecting logs before enabling diagnostics: Attempting to 'Right-click the Teams notification icon and select Collect support files' before 'Enable logging for meeting diagnostics' is incorrect because the collected logs might be incomplete or lack the necessary detail for advanced troubleshooting, especially for specific issues like call quality. Enabling logging ensures richer data is captured.
• Choosing 'Send the Desktop logs to Microsoft support' instead of 'Send the Media logs to Microsoft support': While 'Desktop logs' are client-side logs, 'Media logs' are more specifically tailored to 'call quality issues' mentioned in the problem description, making it the more precise and appropriate choice in this context after collecting all support files via 'Collect support files'.

Concept tested. Microsoft Teams client-side logging, diagnostics, and troubleshooting procedures for call quality issues, including enabling logging, collecting support files, and submitting them to Microsoft support.

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