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Google Cloud Customer Care Fundamentals
Google Cloud Training
Google Cloud Training
This course will teach you how to get the most out of Google Cloud Support. You will learn about the different support services provided by Google Cloud Customer care, how to create and manage support cases, how to view known issues affecting Google Cloud services, and how to communicate effectively with Support Engineers. You will also learn about the different case priorities and Service Level Objectives (SLOs), increase your understanding around case status, and how to escalate a support case if necessary.
Register for this course and see more details by visiting:
OpenCourser.com/course/0y2lfr/google
What's inside
Syllabus
Introduction
Introduce course and state learning objectives
Before Filing a Case
This module introduces the Standard, Enhanced, and Premium support options in the Customer Care portfolio in the first video. The second video discusses best practices for capturing a log file and then demonstrates how to do so with personal information removed. The final activity is a knowledge check.
Read more
Syllabus
Introduction
Introduce course and state learning objectives
Before Filing a Case
This module introduces the Standard, Enhanced, and Premium support options in the Customer Care portfolio in the first video. The second video discusses best practices for capturing a log file and then demonstrates how to do so with personal information removed. The final activity is a knowledge check.
Read more
Support Cases with Customer Care
This module demonstrates how to file a support case at the appropriate priority level and explains how Customer Care works to resolve a ticket after it has been created and when it is appropriate to escalate a case.
Case Resolution
This module explains what happens after a solution has been identified by the Customer Care team in the first video, followed by a knowledge check. The final activity is a PDF listing Additional Resources about case priority, status, description, and other information not covered in the videos of this course.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Meant for those who need assistance with Google products beyond reading documentation
Shows how to efficiently report and resolve support issues, thereby minimizing product downtime
Provides real-world examples and guidance on escalating support cases
Save this course
Save Google Cloud Customer Care Fundamentals to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Google Cloud Customer Care Fundamentals with these
activities:
Refresh knowledge on support services
Show steps
Complete this quick review before starting the course to get a better sense of the different support services provided by Google Cloud Customer Care.
Browse courses on
Google Cloud Support
Show steps
-
Review support options
-
Identify relevant support services
Review key concepts from previous course on linux operating systems
Show steps
Refreshing your knowledge of Linux operating systems will help you build a strong foundation for this course.
Browse courses on
Linux
Show steps
-
Review notes and assignments from previous course
-
Complete practice questions
-
Summarize key concepts in your own words
Practice creating support cases
Show steps
Reinforce your understanding of creating support cases by following along with this guided tutorial.
Show steps
-
Review tutorial on creating support cases
-
File a sample support case
-
Identify the different case priorities
-
Practice setting a case priority
Three other activities
Expand to see all activities and additional details
Show all six activities
Solve Leetcode problems related to Python coding
Show steps
Solving Leetcode problems will help you develop your Python coding skills and enhance your understanding of data structures and algorithms.
Browse courses on
Python Coding
Show steps
-
Choose problems tagged with Python on Leetcode
-
Solve problems and review solutions
-
Identify patterns and techniques used
Case resolution practice
Show steps
Improve your ability to resolve support cases by working through these practice drills.
Show steps
-
Review the different case statuses
-
Practice changing case statuses
-
Practice escalating a support case
Develop a Python script to automate a task
Show steps
Building a Python script to automate a task will allow you to apply your skills and enhance your problem-solving abilities.
Browse courses on
Python Scripting
Show steps
-
Identify a task that can be automated
-
Design the script's functionality
-
Code and test the script
Refresh knowledge on support services
Show steps
Complete this quick review before starting the course to get a better sense of the different support services provided by Google Cloud Customer Care.
Browse courses on
Google Cloud Support
Show steps
Show steps
Show steps
- Review support options
- Identify relevant support services
Review key concepts from previous course on linux operating systems
Show steps
Refreshing your knowledge of Linux operating systems will help you build a strong foundation for this course.
Browse courses on
Linux
Show steps
Show steps
Show steps
- Review notes and assignments from previous course
- Complete practice questions
- Summarize key concepts in your own words
Practice creating support cases
Show steps
Reinforce your understanding of creating support cases by following along with this guided tutorial.
Show steps
Show steps
Show steps
- Review tutorial on creating support cases
- File a sample support case
- Identify the different case priorities
- Practice setting a case priority
Three other activities
Expand to see all activities and additional details
Show all six activities
Solve Leetcode problems related to Python coding
Show steps
Solving Leetcode problems will help you develop your Python coding skills and enhance your understanding of data structures and algorithms.
Browse courses on
Python Coding
Show steps
Show steps
Show steps
- Choose problems tagged with Python on Leetcode
- Solve problems and review solutions
- Identify patterns and techniques used
Case resolution practice
Show steps
Improve your ability to resolve support cases by working through these practice drills.
Show steps
Show steps
Show steps
- Review the different case statuses
- Practice changing case statuses
- Practice escalating a support case
Develop a Python script to automate a task
Show steps
Building a Python script to automate a task will allow you to apply your skills and enhance your problem-solving abilities.
Browse courses on
Python Scripting
Show steps
Show steps
Show steps
- Identify a task that can be automated
- Design the script's functionality
- Code and test the script
Career center
Learners who complete Google Cloud Customer Care Fundamentals will develop knowledge and skills
that may be useful to these careers:
Customer Success Manager
Customer Success Manager
Customer Success Managers work with customers to ensure that they are successful in using a company's products or services. This course may be useful for aspiring Customer Success Managers because it teaches how to get the most out of Google Cloud Support. This knowledge can help Customer Success Managers to better support their customers and ensure that they are getting the most value from Google Cloud services.
Customer Service Representative
Customer Service Representative
Customer Service Representatives provide support to customers who are experiencing issues with products or services. This course may be useful for aspiring Customer Service Representatives because it teaches how to create and manage support cases, communicate effectively with customers, and track case progress. This knowledge can help Customer Service Representatives to resolve customer issues more efficiently and effectively.
IT Manager
IT Manager
IT Managers are responsible for managing the IT infrastructure of an organization. This course may be useful for aspiring IT Managers because it teaches how to create and manage support cases, communicate effectively with stakeholders, and track project progress. This knowledge can help IT Managers to keep their IT infrastructure running smoothly and efficiently.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical assistance to customers who are experiencing issues with products or services. This course may be useful for aspiring Technical Support Engineers because it teaches how to create and manage support cases, view known issues affecting Google Cloud services, and communicate effectively with Support Engineers. This knowledge can help Technical Support Engineers to resolve customer issues more efficiently and effectively.
Project Manager
Project Manager
Project Managers are responsible for planning, executing, and closing projects. This course may be useful for aspiring Project Managers because it teaches how to create and manage support cases, communicate effectively with stakeholders, and track project progress. This knowledge can help Project Managers to deliver successful projects on time and within budget.
IT Consultant
IT Consultant
IT Consultants provide advice and guidance to organizations on how to use technology to improve their business. This course may be useful for aspiring IT Consultants because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help IT Consultants to provide better advice to their clients.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test software to ensure that it meets quality standards. This course may be useful for aspiring Quality Assurance Analysts because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Quality Assurance Analysts to identify and fix defects in software before it is released to customers.
Business Analyst
Business Analyst
Business Analysts are responsible for analyzing business processes and identifying opportunities for improvement. This course may be useful for aspiring Business Analysts because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Business Analysts to identify and solve business problems.
Technical Writer
Technical Writer
Technical Writers create documentation that explains how to use products or services. This course may be useful for aspiring Technical Writers because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Technical Writers to create documentation that is clear and easy to understand.
Product Manager
Product Manager
Product Managers are responsible for developing and managing products. This course may be useful for aspiring Product Managers because it teaches how to understand customer needs and communicate effectively with engineers. This knowledge can help Product Managers to develop better products that meet the needs of customers.
User Experience Designer
User Experience Designer
User Experience Designers design websites and other digital products that are easy to use and enjoyable to use. This course may be useful for aspiring User Experience Designers because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help User Experience Designers to create products that meet the needs of users.
Account Manager
Account Manager
Account Managers are responsible for managing relationships with customers. This course may be useful for aspiring Account Managers because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Account Managers to build stronger relationships with customers and increase customer satisfaction.
Sales Engineer
Sales Engineer
Sales Engineers work with customers to help them understand and purchase products or services. This course may be useful for aspiring Sales Engineers because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Sales Engineers to close more deals and build stronger relationships with customers.
Data Analyst
Data Analyst
Data Analysts are responsible for collecting, analyzing, and interpreting data. This course may be useful for aspiring Data Analysts because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Data Analysts to identify and solve business problems using data.
Software Engineer
Software Engineer
Software Engineers are responsible for designing, developing, and testing software. This course may be useful for aspiring Software Engineers because it teaches how to understand customer needs and communicate effectively with stakeholders. This knowledge can help Software Engineers to develop better software that meets the needs of customers.
For more career information including salaries, visit:
OpenCourser.com/course/0y2lfr/google
Reading list
We've selected ten books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Google Cloud Customer Care Fundamentals.
Complementary reading material that covers foundational IT service management (ITSM) principles, processes, and best practices with a specific focus on how to implement and maintain an effective ITSM system. Contains a useful discussion on change, configuration, and incident management as well as service level management.
Potentially complementary reading material that introduces the theory of disruptive innovation and provides insights into the challenges that established organizations face in responding to technological breakthroughs.
Complementary reading material. Provides a comprehensive overview of service level management (SLM), with best practices not just for defining and tracking SLAs but also tips for improving SLM maturity and organizational agility.
Potentially complementary reading material that explores how organizations can create uncontested market space and make competition irrelevant by creating new value and low cost.
Save
Complementary reading material that explores the foundational theories behind service management across diverse industries. Provides insights into how emotions and psychology influence experience and quality while stressing the importance of focusing on creation of high-quality service encounters.
Save
Potentially complementary reading material that offers foundational knowledge on the principles and practices of business design. Introduces a design-led approach for strategically aligning the organization with the needs of its customers and the demands of its environment.
Complementary reading material that provides actionable best practices for higher quality customer support, including a strong emphasis on communication and relationship-building. Features a number of real-world examples as well as tips and techniques.
Save
Potentially complementary reading material for those interested in gaining insights into the customer acquisition process and developing strategies for sustainable growth.
Complementary reading material that explores the connection between customer service and customer loyalty.
Complementary reading material that provides an accessible introduction to the principles and practices of effective customer service.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/0y2lfr/google
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Level
Introductory
Via
Coursera
Institution
Google Cloud
Instructor
Google Cloud Training
Language
English
Good to know
Meant for those who need assistance with Google products beyond reading documentation
Shows how to efficiently report and resolve support issues, thereby minimizing product downtime
Provides real-world examples and guidance on escalating support cases
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