Tag Archives: Support analyst
An interview with ArcGIS Desktop analyst, and Parcel Editor / ArcPad specialist, Amy A. In our continuing series, “Getting to Know Esri Support”, we interviewed Amy who is a support analyst for the Redlands, CA office. Office – Redlands, CA Hometown … Continue reading
The Esri International User Conference is just around the corner, and Support Services is preparing for another year of presentations and live support!
Tech Support Events
Esri Support Services (ESS) will be giving presentations and demonstrations throughout the User Conference on a variety of topics such as troubleshooting issues in ArcGIS, streamlining the support experience, and developing your staff with Esri training. We’ll have discussions on what’s working and what can be improved in Esri Support to help us best respond to the ever-changing demands in the marketplace and give you options on the best way to resolve technical concerns. For a complete listing of presentations and times, visit Support Appointments – Support Exhibits.
An interview with Desktop geoprocessing and Python analyst, Stephanie W. Bringing you another member of our support staff, we interviewed Stephanie who is a support analyst from the Charlotte, NC office. We talked with Stephanie about everything from her hobbies, … Continue reading
An interview with ArcIMS and ArcGIS Server Analyst, Gaurav N.
To continue our “Getting to Know Esri Support” series, we’ve interviewed a member of the Redlands Server team. Gaurav has traveled far and is now living his dream working for Esri!. Continue reading
An interview with Desktop Senior Support Technical Lead, Todd S.
Before the end of the year, we wanted to introduce you to another member of our team – this time from the Charlotte office! We snapped a picture of him and his Charlie Brown tree as he reflects on his past GIS experiences and how he got to where he is today. Continue reading
An interview with ArcSDE Enterprise Geodatabase analyst Shan C.
To continue our “Getting to Know Esri Support” series, we’ve recapped our talk with Shan Chen regarding his experiences with GIS. We hope you enjoy this blog and getting to know some of the members of the Esri Support Services team! Continue reading
As many of our users may have already noticed, ESRI has recently revamped the way that we initiate support incidents via email with our users. These changes have been made to enable you to better access and communicate with our Support Analysts in situations where an email may be better to describe an issue.
By utilizing the new Support Request Web Form located on ESRI’s Support Center Web site, our aim is to enable you access to the appropriate Support Analyst more quickly, so they may begin troubleshooting procedures with a clear picture of the behavior you are encountering and the environment in which you are working.
With your assistance, this may be accomplished with a detailed and comprehensive snapshot of your issue:
In addition to a descriptive recap of what you are encountering within the ‘Assessment Panel’ (shown above) of the Web form, the ‘Product Support’ portion (shown below) ensures that your inquiry is routed to an ESRI Support Analyst best suited for your situation.
We understand that it can be frustrating to answer the same group of configuration questions every time you call a technical support analyst.
Don’t you wish you could just pass all of your configuration information to an ESRI Support Analyst and get to the meat of your issue much faster?
Well, with the new ESRI Support Request Form’s ability to create and save System Configuration Profiles, you can!
What operating system are you working on? Just set it and forget it.
What programming language are you developing with? Just set it and forget it.
Which RDBMS are you using? Just set it and forget it.
Which Web Server are you …well, you get the picture.
We encourage our users to create as many profiles as are needed to communicate the various environments you work within every day. This way, when an incident is logged using the Web form, you can simply select the Profile Name that applies to your current situation to help Support Analysts begin assisting you immediately.
Finally, the ability to attach screenshots, error logs, word documents, as well as sample datasets in a ZIP file may all be included for immediate action on your issue. This enables you to upload up to 70 MB of data so that we are able to more closely identify with your issue.
It is our hope here at ESRI Support Services that you take advantage of these new methods of incident logging, so we are better able to support you in your work and, as a result, help you to be more productive and successful.
- Jon D., Geodata Support Analyst, ESRI Support Services
Does the Support analyst really care what service pack information I am using?
100% absolutely! You may have wondered why the Support analyst you work with questions what operating system, service pack, relational database, etc. you are using, when all you have is a quick question and the information seems unrelated.
Well, all these specifics are important, as these details could determine that one workflow or procedure is more suited depending on your operating system and ESRI Service Pack level. Even the smallest detail could change how we help you come to a resolution.
In addition to assisting the Support analyst and coming to a resolution, this information is collected and passed back to our development teams via reporting. They are able to look at product trends, operating systems, service pack information, and virtual machine use to help drive future enhancements and operating system support.
So, don’t be surprised if we ask you questions so that we are able to fill in the Desktop, Server, and Misc. boxes, that can be seen in the image below, on your next support call!
Here is a link to the Service Pack Finder utility, PatchFinder93.exe: How to identify which Service Pack is installed.
-Kevin H., ArcGIS Server Group Lead, ESRI Support Services
You Love GoToAssist, You Really Do!
ESRI Support Services has a variety of tools available to assist customers in resolving issues, and one of these is Citrix Online’s GoToAssist technology. GoToAssist allows our Support analysts to remotely and securely connect to our customers’ computers: allowing for faster, more accurate diagnosis of many kinds of problems – especially when the problem involves a map. We’ve been finding more and more situations where GoToAssist has been helpful in reducing resolution time and increasing the satisfaction of our customers, but you don’t have to take our word for it…
In February, ESRI Support Services conducted more than 2,700 GoToAssist sessions with customers. At the end of each GoToAssist session, customers have the opportunity to complete a survey. In February, we saw a survey response rate greater than 45%. That’s rather high for a voluntary customer survey, and we’d like to send out a big “Thank You!” to those who did their part by completing their GoToAssist surveys!
Customers are more likely to respond to a survey if they had an extreme experience, either extremely good or extremely, well…otherwise. Our reaction to the survey results is an extreme one as well; we’re extremely pleased to be able to say that, overall, our customers love GoToAssist! Consider these facts and figures from the February 2009 survey data:
- When asked whether the Support analyst’s decision to use GoToAssist was a good idea, 99.6% of the surveys received said, “Yes”. We would have been happy with 95% or even 90%, but the astounding figure of 99.6% means that there are probably even more situations in which using GoToAssist may be beneficial. ESRI Support Services will continue to look for more ways in which this tool can help you.
- When asked whether using GoToAssist increased the speed of issue resolution, 96.2% of the surveys received said, “Yes”. In many cases, the response was “Yes” even when the issue was not resolved by the end of the GoToAssist session! That means that our customers recognize and appreciate the time-saving benefits of using GoToAssist to diagnose and troubleshoot, even if the issue isn’t immediately resolved.
- Almost 75% of the responses indicated that the issue was resolved by the end of the session. To state this another way, if one of our Support analysts used GoToAssist with you in February, your odds were nearly 3 out of 4 that your issue was going to be resolved by the time you said “goodbye”!
If the numbers don’t speak loudly enough, here are just a few of the comments we received last month regarding the benefits of GoToAssist:
“It is always better when the expert is able to actually see what I am doing wrong and make it right! Yeah!”
“The [screen] sharing program was really helpful and made my task so much easier!”
“As always, this was a great way to show tech support the behavior of the problem.”
“This was one of those issues that would not have been resolved without using the screen sharing because of the nuances. It greatly sped up the troubleshooting process and helped us develop a workaround.”
“I love tech support! I love screen sharing! You guys make me look good! Thanks for all your help.”
Now, we know that screen sharing isn’t a cure-all; for example, GoToAssist won’t help if we don’t have Support staff that is available, knowledgeable, and friendly. We also know that screen sharing is less beneficial in some situations, like when reviewing large log files or trying to debug code; but there are many situations where screen sharing can make a big difference. All of us here at ESRI Support Services will continue to look for good opportunities to use GoToAssist to assist you.
Thanks for letting us know you appreciate it, and keep that feedback coming!
-Jason H., ESRI Support Services, Global Metrics Manager