Merge pull request #29 from czi-catalystproject/episode-5-exercises

Add Episode 5 exercises after review

episodes/troubleshooting.md

@@ -22,20 +22,76 @@ Questions
 :::{grid-item}
 Objectives
 
-- triage common problems and know where to look for help
 - share learning experiences from their self-guided study
+- triage common problems and know where to look for help
 - plan a sustainable support strategy for their community
 
 :::
 
 :::::
 
+::::{dropdown} How did it go?
+:open:
+
+Take a few minutes to reflect on your experience following the training on your own then, in pairs, discuss the following points:
+
+- What did you learn that was new to you?
+- What was confusing about the training?
+- What questions do you have about hub management?
+- Which areas would you like to explore further?
+- Do you think your users would benefit from this lesson?
+
+Prepare to summarise and share with the rest of the workshop.
+
+::::
+
+::::{dropdown} Where to go for help?
+:open:
+
+A user wants to use a software application that is not currently available on the hub. Rearrange the following statements in the order of action you would escalate support for this person:
+
+1. Contact the 2i2c technical support desk for assistance
+1. Direct the user to the relevant documentation in the 2i2c Service Guide
+1. Provide one-to-one support to guide the user through the process of pulling a custom container to the hub
+1. Find a custom container that includes the requested software application and provide the information needed to pull this container to the hub to the user
+
+:::{dropdown} Solution
+
+There are different ways in which you can approach this support request depending on your technical capacity and your own judgement. However we recommend that you *Contact the 2i2c technical support desk for assistance* as a last resort.
+
+:::
+
+::::
+
+::::{dropdown} Plan your support process
+:open:
+
+Build a plan for how you will support the use of your hub amongst your community. Begin by trying to answer the following questions:
+
+- How will you communicate with your users?
+- Where will your users report issues?
+- What needs do you anticipate from your users? How can you set them up for success?
+- How will you track whether an issue gets resolved?
+- What resources are available to help you when you need help?
+- When should you ask for technical assistance from 2i2c?
+- How much time can you commit to support activities?
+
+Considering your responses to the prompts above, identify which of the following resources you already have access to and which you would need to create/obtain:
+
+- communications platforms and channels
+- tools for tracking issues/support requests
+- documentation
+- training
+
+Is there anything else you need, to support hub users?
+
+::::
+
 :::{card} 
 KEY POINTS
 ^^^
 After following this episode, learners will be able to...
 
 - triage problems encountered by hub users
-- Use Grafana to measure hub usage
 - choose the most appropriate place to look or ask for help with hub management
 :::