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WorksheetsAPAC March Spot On Process Quiz
Total questions: 11
Worksheet time: 7mins
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.
Bonus question: What does SDK stand for?
Software Development Kit.
Standardized Development Kit
Software Developer Kit
Saya Dah Kenyang.
