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Google Cloud Customer Care Fundamentals

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.

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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.
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Traffic lights

Read about what's good
what should give you pause
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

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Reviews summary

Essential foundation for google cloud support

According to learners, this course offers an excellent and highly practical introduction to managing Google Cloud support. Students consistently praise its clear and well-structured content, which effectively demystifies interacting with Customer Care. It provides essential knowledge on various support levels (Standard, Enhanced, Premium), case management, and effective communication with Support Engineers. While ideal for beginners seeking a solid foundation, some learners with prior experience suggest it could benefit from deeper dives or more advanced scenarios, indicating it primarily serves its stated fundamental purpose effectively.
Thoroughly explains support options and effective log gathering.
"I learned so much about case management, understanding different support levels like Standard, Enhanced, and Premium..."
"I found the module on support options (Standard, Enhanced, Premium) to be very informative."
"I particularly liked the section on best practices for capturing log files, which is often overlooked."
"The details about case priorities and SLOs are crucial for effective support engagement."
Highly suitable for new users or those new to cloud support concepts.
"Good for absolute beginners though."
"A good foundational course for understanding Google Cloud support... highly recommend for new users."
"It's a decent course for beginners to get started with Google Cloud support."
"I found this course provided the necessary groundwork for starting with Google Cloud support."
Content is well-organized and easy to follow for learners.
"The content was well-structured and easy to follow, making complex topics digestible."
"Excellent course! Very clear and concise."
"The entire structure of the course is logical, and the instructors explain everything clearly."
"The content is presented clearly, and the length of each module is appropriate for learning."
Provides practical, actionable skills for engaging Google Cloud support.
"This course provided a fantastic overview of Google Cloud Customer Care. I learned so much about case management..."
"The tips on effective communication with Support Engineers are invaluable."
"Absolutely essential for anyone managing Google Cloud resources. The details about case priorities and SLOs are crucial..."
"I now feel much more confident in handling support issues after taking this course."
May be too basic for experienced users seeking deeper insights.
"While it covers the basics like filing a case, I was hoping for more advanced troubleshooting examples or insights into specific common issues."
"For someone already familiar with basic support processes, it might feel a bit too introductory."
"If you have any prior experience with IT support or cloud support, you might find it too basic."
"I felt some parts were a bit generic and could apply to any cloud provider's support."

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
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
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
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
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
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
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

Career center

Learners who complete Google Cloud Customer Care Fundamentals will develop knowledge and skills that may be useful to these careers:
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.
See salaries and explore the career path for Customer Service Representative
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.
See salaries and explore the career path for Customer Success Manager
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.
See salaries and explore the career path for Technical Support Engineer
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.
See salaries and explore the career path for Project 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.
See salaries and explore the career path for IT Manager
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.
See salaries and explore the career path for Business 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.
See salaries and explore the career path for Data 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.
See salaries and explore the career path for Quality Assurance Analyst
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.
See salaries and explore the career path for IT Consultant
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.
See salaries and explore the career path for Sales Engineer
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.
See salaries and explore the career path for Account 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.
See salaries and explore the career path for Product Manager
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.
See salaries and explore the career path for Technical Writer
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.
See salaries and explore the career path for User Experience Designer
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.
See salaries and explore the career path for Software Engineer

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.
Cover image
How to Become an Effective Journal Editor in...
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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.
How to Become an Effective Journal Editor in...
Hardcover
$$$$
Cover image
The Disruptive Innovation Set (2 Books)
Save
Potentially complementary reading material that introduces the theory of disruptive innovation and provides insights into the challenges that established organizations face in responding to technological breakthroughs.
The Disruptive Innovation Set (2 Books)
Paperback
$$
The Disruptive Innovation Set (2 Books)
Kindle Edition
$$
Cover image
Urban Ecology and Human Health
Save
Complementary reading material. Provides a comprehensive overview of service level management (SLM), with best practices not just for defining and tracking SLAs but also tips for improving SLM maturity and organizational agility.
Urban Ecology and Human Health
Paperback
Check
Urban Ecology and Human Health
Kindle Edition
Check
Cover image
Blue Ocean Strategy + Beyond Disruption Collection...
Save
Potentially complementary reading material that explores how organizations can create uncontested market space and make competition irrelevant by creating new value and low cost.
Blue Ocean Strategy + Beyond Disruption Collection...
Hardcover
$$
Blue Ocean Strategy + Beyond Disruption Collection...
Kindle Edition
$$
Cover image
Win from Within
Save
Complementary reading material that explores the foundational theories behind service management across diverse industries. Provides insights into how emotions and psychology influence experience and quality while stressing the importance of focusing on creation of high-quality service encounters.
Win from Within: Build Organizational Culture for...
Hardcover
$$
Win from Within: Build Organizational Culture for...
Kindle Edition
$$
Cover image
A New Way to Think
Save
Potentially complementary reading material that offers foundational knowledge on the principles and practices of business design. Introduces a design-led approach for strategically aligning the organization with the needs of its customers and the demands of its environment.
A New Way to Think
Paperback
Check
A New Way to Think
Kindle Edition
Check
Cover image
Landmark Legislation 1774-2022
Save
Complementary reading material that provides actionable best practices for higher quality customer support, including a strong emphasis on communication and relationship-building. Features a number of real-world examples as well as tips and techniques.
Landmark Legislation 1774-2022: Major U.S. Acts and...
Hardcover
$$$$
Landmark Legislation 1774-2022: Major U.S. Acts and...
Kindle Edition
$$$$
Cover image
Traction
Save
Potentially complementary reading material for those interested in gaining insights into the customer acquisition process and developing strategies for sustainable growth.
Traction
Paperback
$$
(Français) Traction - Comment toute start-up peut développer...
Kindle Edition
$$
(Italiano) Traction. Le strategie vincenti per ottenere una...
Paperback
$$
Cover image
Managing Customer Experience and Relationships
Save
Complementary reading material that explores the connection between customer service and customer loyalty.
Managing Customer Experience and Relationships
Paperback
Check
Managing Customer Experience and Relationships
Kindle Edition
Check
Cover image
No Nonsense: Time Management
Save
Complementary reading material that provides an accessible introduction to the principles and practices of effective customer service.
No Nonsense: Time Management: 50 Tips to Hack Your...
Kindle Edition
$
(Pусский) Найти баланс: 50 советов о том, как управлять...
Kindle Edition
$

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Level
Introductory
Via
Coursera
Institution
Google Cloud
Instructor
Google Cloud Training
Language
English
Traffic lights
Read about what's good
what should give you pause
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
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