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Troubleshooting Microsoft Exchange Online MS220 Training Course Outline

Module 1: Troubleshoot Exchange Online Mail Flow Issues

  • Review and Interpret Message Headers
  • Review and Interpret Message Trace Results and Policies
  • Determine Affective Transport Rule or Conditional Routing Rule
  • Identify Rules and Policies for Sending or Receiving Email
  • Send or Receive Email and No NDR Is Generated or Displayed
  • Mail Destined for One Tenant Is Incorrectly Routed to Another Tenant
  • Delivery Delays

Module 2: Troubleshoot Mail Flow Issues with External Systems

  • Read and Analyse SMTP Protocol Logs
  • Mail Flow for Hybrid Deployments
  • DNS-Related Mail Flow Issues
  • SMTP Relay Issues
  • SMTP Certificate Issues

       Module 3: 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

Module 4: 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 Categorised as False Positive or False Negative

Module 5: 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 Organisation
  • Determine How to Clear or Purge Recoverable Item Folders

Module 6: Troubleshoot Retention Issues

  • Describe Retention Tag Types and Actions
  • Describe the Process for Calculating Item Retention Age
  • Troubleshoot Issues Creating and Applying Retention Policies
  • Review and Interpret Messaging Records Management (MRM) Mailbox Diagnostics Logs
  • Interpret Message Properties Used by Message Records Management (MRM)

Module 7: 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

Module 8: Troubleshoot Mailbox Auditing Issues

  • Troubleshoot Issues Searching Audit Logs
  • Troubleshoot User Actions (For Example 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

Module 9: Troubleshoot Journaling

  • Troubleshoot Duplicate Journal Entries
  • Troubleshoot Mail Not Being Journaled
  • Troubleshoot Journal OME Decryption Issues

Module 10: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

Module 11: Troubleshoot Calendaring Issues

  • Review and Analyse Mailbox and Calendar Diagnostic Logs
  • Troubleshoot Broken Manager/Delegation Issues
  • Troubleshoot Resource Booking Assistant Issues

Module 12: 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

Module 13: 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

Module 14: 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

Module 15: 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

Module 16: 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

Module 17: Troubleshoot Public Folder Issues

  • Troubleshoot Exchange Online Access to Public Folders
  • Troubleshoot Mail-Enabled Public Folders
  • Troubleshoot Issues Sending Email to Public Folders
  • Troubleshoot Hybrid Access to Public Folders
  • Troubleshoot Load-Balancing Issues for Public Folders

Module 18: Troubleshoot Hybrid Configuration Issues

  • Troubleshoot Hybrid Configuration Wizard Issues
  • Troubleshoot Hybrid Mail Flow Issues
  • Troubleshoot Free/Busy Issues for Hybrid Deployments
  • Troubleshoot Issues Synchronising Remote Recipient Attributes with Exchange Online

Module 19: 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


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Delegates should have familiar with the Exchange PowerShell module and PowerShell. The support engineer should also have vital knowledge of troubleshooting, deploying, and managing Microsoft Exchange Online environments.


This course is intended to support engineers who resolve issues and identify troubleshoot with hybrid Exchange environments, Microsoft Exchange Online, and related components, technologies, and services.

Troubleshooting Microsoft Exchange Online MS220 Training Course Overview

Microsoft Exchange Online is a cloud-based messaging service that provides calendars, email, tasks, and contacts, from PCs, mobile devices, and the web. Email DLP and email encryption can keep organisations safe against employees accidentally transmitting information to unauthorised people. It allows features such as a conversation view that can help you make sense of it all, and all emails in the same chain can be grouped together. This training will help learners identify, resolve issues and troubleshoot, with hybrid Exchange environments, Microsoft Exchange Online, related components, services, and technologies. It allows individuals to develop knowledge and skills in successfully monitoring, maintaining, and troubleshooting Microsoft Exchange online within an organisation to boost their career prospects.  

In this 5-day Troubleshooting Microsoft Exchange Online MS220 Training, delegates will learn about Microsoft Exchange Online and troubleshoot mail flow issues. During this training, delegates will gain an understanding of identifying roles required to perform eDiscovery actions. Our highly expert trainer with years of experience in teaching Microsoft Exchange courses will conduct this course and help delegates to enhance their skills in troubleshooting Microsoft exchange.

Apart from these, delegates will also learn essential topics such as:

  • Determine effective transport rule or conditional routing rule
  • SMTP relay issues
  • Troubleshoot issues with corrupted inbox rules
  • Troubleshoot in-place and eDiscovery holds
  • Troubleshoot mail flow rules
  • Troubleshoot issues managing resource mailboxes

At the end of this training, the delegate will be able to troubleshoot mail flow issues, compliance and retention issues, exchange online configuration issues, and hybrid and migration issues. 

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  • Delegate pack consisting of course notes and exercises
  • Courseware
  • Experienced Instructor

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

Troubleshooting Microsoft Exchange Online MS220 Training FAQs


Microsoft Exchange Server is a tool used for email, contacts, calendaring, collaboration, and scheduling developed by Microsoft. It allows users to access the messaging platform via mobile devices, desktop computers, and web-based platforms.
Delegates should have familiar with the Exchange PowerShell module and PowerShell. The support engineer should also have vital knowledge of troubleshooting, deploying, and managing Microsoft Exchange Online environments.
This course is intended to support engineers who resolve issues and identify troubleshoot with hybrid Exchange environments, Microsoft Exchange Online, and related components, technologies, and services.
Each user mailbox is paired with an Active Directory account, which allows the user access to the mailbox to send and receive email messages as well as schedule appointments and meetings.
Exchange Online offers increased security, reductions in cost, and improvements in functionality.
Microsoft has put in place a number of measures to allow users to recover lost emails in Office 365, but backup firms will claim that they are insufficient to cover all scenarios.
In this Troubleshooting Microsoft Exchange Online MS220 training, you will learn about reviewing migration users and move requests, troubleshoot free/busy issues for hybrid deployments, troubleshoot mailbox plans, and troubleshoot auto-discover issues.
The price for Troubleshooting Microsoft Exchange Online MS220 Training certification in the United Kingdom starts from £3295
The Knowledge Academy is the Leading global training provider for Troubleshooting Microsoft Exchange Online MS220 Training.

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

Microsoft Exchange Server Training


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

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