APAC March Spot On Process Quiz

What are the KPI targets for CSAT, CA, and RAR% for the year of 2022?

• ≥ 4.60, ≥ 3.00, ≤ 7.00%

• ≥ 4.50, ≥ 3.00, ≤ 7.00%

• ≥ 4.60, ≥ 3.00, ≤ 5.00%

• ≥ 4.60, ≥ 4.00, ≤ 7.00%

Which of the following topic is NOT handled by APAC analysts?

• Python

• Survey123 Web App

• ArcMap Extension Usage

• ArcGIS Online new administrator request

In which scenario a RAR request does NOT need an approval from APAC Management (just notify)?

• Raster related issues.

• Conversion to a Premium Support case.

• Unable to reproduce the issue in house.

• Customer request.

In which scenario a manual case creation is NOT allowed?

• WDE crashes.

• Extended questions from user.

• New different issue in old-closed case.

• Inbound email timeout in WDE.

What weekly routine takes place on every Tuesday for all teams?

• Performance presentation with the management team.

• Aging cases action plan.

• Call barging by the Team Leads.

• Soft skill training.

What APAC analyst must do if they received a case involving Non-Disclosure Agreement (NDA)?

• Inform the user that it is not within Esri Support Scope.

• Create and transfer the case to the NDA-Other queue handled by Charlotte analysts.

• Request user to dispose the sensitive data prior to sharing it.

• Work with Team Lead to initiate RAR/Transfer to a domestic analyst.

Which statement on Case Assessment (CA) below is NOT correct?

• CA must be done for a case that received negative user comment on communication.

• CA is done on a case with low CSAT score (1,2,3).

• CA must be done daily by the Team Leads.

• CA cannot be given Exceeded if First Communication Method is not followed.

Which one is NOT the category that determines whether analyst should use Phone Call as the first communication method?

• Analyst tenure in the current technology.

• Type of case product queue.

• Case has been internally transferred from other teams.

• Origin of the cases such as International and Global.

Which one of the following activities is allowed during an ESRI Public Holiday (PH)?

• Emailing Customer Service Representative (CSR) for assistance.

• Replying to domestic user via email.

• Calling a domestic user who is in Europe.

• Performing screenshare without voice with domestic user.

Who are NOT the APAC official python-trained analysts from the list below?

• Aina, Azra, Sylvis.

• Sylvis, Hadry, Imelda.

• Eanass, Azra, Pei Shi.

• Aina, Imelda, Hadry.