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WorksheetsKnow the Scope- Break the Code
Total questions: 25
Worksheet time: 2mins
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
11. What should you do if a case doesn’t fit existing SOPs?
Escalate immediately
Ignore the SOPs
Make a best guess
Consult a lead or senior for guidance
12. One of the key responsibilities in support is to:
Solve all problems regardless of scope
Avoid documentation
Clearly communicate case status and scope
Push customers to consulting
13. If a customer insists an issue is supported but you’re unsure, what should you do?
Escalate to consulting directly
Resolve it as quickly as possible
Clarify expectations and check with documentation or lead
Decline to help
14. Why is knowing the environment (Prod/Dev) important?
Helps guess the solution faster
Ensures prioritization and risk understanding
Avoids need for SOPs
Justifies not resolving the issue
15. What is one way to build trust with customers?
Escalating all cases
Making unsupported commitments
Transparent communication and timely updates
Avoiding direct answers
16. If documentation contradicts your belief, you should:
Ignore it
Ask a colleague
Trust the documentation and consult if still unclear
Argue with customer
17. What is one common error support staff make?
Asking too many questions
Assuming scope without checking
Following escalation matrix
Documenting thoroughly
18. A customer requests help for system architecture planning. You should:
Offer design help
Escalate immediately
Politely explain it's out of scope and refer to consulting
Recommend unsupported workarounds
19. Which action should be taken when you feel stuck during a case?
Wait for customer to withdraw
Stop working on it
Ask for help from senior or consult internal KB
Escalate without explanation
20. How does sticking to workflows help improve CSAT?
Reduces call time only
Improves consistency and reliability
Makes cases easier to close
Avoids accountability
21. What does "out of scope" mean?
The case is incomplete
The issue is the customer’s fault
The request is beyond what support is authorized to assist with
The product is not installed
22. A critical issue comes in while your shift is ending. What should you do?
Transfer without context
Leave it for next shift
Provide clear documentation and notify the next point of contact
Ignore it
23. When a solution doesn’t work, the best next step is:
Close the case
Blame the customer
Review logs, documentation, and consult if needed
Delete the case
24. How can internal KB help in case handling?
Avoid using SOPs
Provide consistent, approved solutions
Confuse the user
Replace team support
25. Which of these is an escalation-worthy scenario?
Customer unhappy without technical error
User using trial license
Critical production system down, unclear cause
Feature request
