Know the Scope- Break the Code
Quiz
•
Professional Development
•
Professional Development
•
Practice Problem
•
Easy
shilpi gautam
Used 1+ times
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25 questions
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1.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
1. Which of the following is considered OUT OF SCOPE for Esri Technical Support?
Assisting with license activation
Debugging custom Python scripts
Installation of ArcGIS Pro
Troubleshooting failed service publishing
2.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
2. When is it appropriate to consult your senior or lead during case handling?
When the issue is simple and well documented
When it is a test environment issue
When you are unsure if the case is within support scope
After the case has been closed
3.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
3. What is the best way to validate assumptions during support case handling?
Rely on previous similar cases only
Use personal experience exclusively
Check documentation and consult seniors if needed
Ask the customer to solve it themselves
4.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
4. Which of these is a benefit of internalizing SOPs?
Allows skipping documentation
Enables confident and consistent case handling
Reduces need for collaboration
Allows assumption-based resolution
5.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
5. What is NOT a valid resource when in doubt about scope or next steps?
SOP repository
Product documentation
Slack support channel
Guesswork based on memory
6.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
6. Which Esri platform is commonly supported for cloud-based mapping?
QGIS
ArcMap
ArcGIS Online
AutoCAD
7.
MULTIPLE CHOICE QUESTION
5 sec • 1 pt
7. Which of the following is a good reason to escalate a case?
Customer is unresponsive
Customer has requested escalation
Issue is a minor inconvenience
It’s the end of the workday
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