Know the Scope- Break the Code

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. 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. 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. 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. 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. Which Esri platform is commonly supported for cloud-based mapping?

• QGIS

• ArcMap

• ArcGIS Online

• AutoCAD

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

8. SOPs are most effective when they are:

• Ignored during urgent cases

• Memorized word for word

• Adapted as needed without approval

• Followed and internalized for consistent handling

9. Which is an example of internalized behavior?

• Referring to SOP every time

• Making decisions confidently based on process understanding

• Guessing based on experience

• Delegating every tough case

10. Which of the following would be considered a critical issue?

• A typo in a map layout

• ArcGIS Enterprise site down in production

• User can’t log into training portal

• Broken link in online help