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Google Cloud Training
Neste curso, vamos ensinar como aproveitar ao máximo o suporte do Google Cloud. Você vai aprender sobre os diferentes serviços de suporte oferecidos pelo Google Cloud Customer Care, como criar e gerenciar casos de suporte, como encontrar os problemas conhecidos que estão afetando os serviços do Google Cloud e como se comunicar de forma eficaz com os engenheiros de suporte. Você também vai aprender sobre as diferentes prioridades de casos e objetivos de nível de serviço (SLOs, na sigla em inglês), melhorar seu entendimento sobre os status dos casos e a escalar o caso de suporte para um supervisor, se necessário.
Register for this course and see more details by visiting:
OpenCourser.com/course/7idjxj/google
What's inside
Syllabus
Introdução
Introduzir o curso e definir os objetivos de aprendizado.
Antes de abrir um caso
Este módulo apresenta as opções de suporte Standard, Enhanced e Premium do portfólio do Customer Care no primeiro vídeo. No segundo vídeo, discutimos as práticas recomendadas para capturar um arquivo de registro e demonstramos como fazer isso removendo as informações pessoais. A atividade final é um teste de conhecimento.
Read more
Syllabus
Introdução
Introduzir o curso e definir os objetivos de aprendizado.
Antes de abrir um caso
Este módulo apresenta as opções de suporte Standard, Enhanced e Premium do portfólio do Customer Care no primeiro vídeo. No segundo vídeo, discutimos as práticas recomendadas para capturar um arquivo de registro e demonstramos como fazer isso removendo as informações pessoais. A atividade final é um teste de conhecimento.
Read more
Casos de suporte com o Customer Care
Este módulo demonstra como criar um caso de suporte com o nível de prioridade adequado, explica como o Customer Care resolve um tíquete depois que ele foi criado e quando é apropriado escalar um caso para um supervisor.
Resolução de casos
Este módulo explica o que acontece depois que a equipe do Customer Care identifica uma solução no primeiro vídeo. Em seguida, há um teste de conhecimento. A atividade final é um PDF que lista recursos adicionais sobre prioridade, status, descrição e outras informações sobre o caso que não foram abordadas nos vídeos deste curso.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Ensina como obter o máximo de suporte do Google Cloud, abordando os serviços e práticas recomendadas de suporte existentes
Desenvolve habilidades de comunicação eficaz com engenheiros de suporte, o que é essencial para resolução de problemas
Fornece conhecimento sobre prioridades de casos e objetivos de nível de serviço, aprimorando a compreensão dos status e escalonamento
Save this course
Save Google Cloud Customer Care Fundamentals-Português Brasileiro 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-Português Brasileiro with these
activities:
Review basic IT concepts
Show steps
Reviewing basic IT concepts will help to ensure that you have a solid foundation for the course.
Show steps
-
Read articles about basic IT concepts
-
Watch videos about basic IT concepts
-
Take a short course on basic IT concepts
Start a directory of Google Cloud documentation
Show steps
Having a central location for your course resources will help you be more organized during the course.
Show steps
-
Create a folder on your computer for course materials
-
Save all course materials to the folder you created
Find a mentor in the field of customer support
Show steps
A mentor can provide you with guidance and support throughout your learning journey.
Show steps
-
Identify the qualities you are looking for in a mentor
-
Network with people in the field
-
Ask for referrals
-
Interview potential mentors
-
Establish a mentoring relationship
Five other activities
Expand to see all activities and additional details
Show all eight activities
Develop a cheat sheet
Show steps
Creating a cheat sheet of key concepts will help you to review and retain information.
Show steps
-
Identify the key concepts that you want to include
-
Gather the information from the course materials
-
Organize the information in a logical way
-
Design the cheat sheet
-
Print or save the cheat sheet
Create a customer support case
Show steps
Creating a customer support case will help you gain hands-on experience with the process.
Show steps
-
Log in to the Google Cloud Customer Care portal
-
Identify the type of issue you are experiencing
-
Select the appropriate support channel
-
Write a clear and concise description of the issue
-
Submit the customer support case
Watch a tutorial on Google Cloud resource monitoring
Show steps
Understanding resource monitoring will help you identify and respond to potential problems.
Show steps
-
Find a tutorial on Google Cloud resource monitoring
-
Watch the tutorial
-
Take notes on the key concepts
Join a study group or online forum
Show steps
Discussing the course material with peers will help you to reinforce your understanding.
Show steps
-
Find a study group or online forum for the course
-
Introduce yourself to the group
-
Participate in discussions
-
Ask questions and answer questions from other students
Review customer support best practices
Show steps
Examining best practices in customer support will make you more comfortable with the language used in course materials.
Browse courses on
Customer Support
Show steps
-
Read articles about customer support best practices
-
Watch videos about customer support best practices
-
Take a short course on customer support best practices
Review basic IT concepts
Show steps
Reviewing basic IT concepts will help to ensure that you have a solid foundation for the course.
Show steps
Show steps
Show steps
- Read articles about basic IT concepts
- Watch videos about basic IT concepts
- Take a short course on basic IT concepts
Start a directory of Google Cloud documentation
Show steps
Having a central location for your course resources will help you be more organized during the course.
Show steps
Show steps
Show steps
- Create a folder on your computer for course materials
- Save all course materials to the folder you created
Find a mentor in the field of customer support
Show steps
A mentor can provide you with guidance and support throughout your learning journey.
Show steps
Show steps
Show steps
- Identify the qualities you are looking for in a mentor
- Network with people in the field
- Ask for referrals
- Interview potential mentors
- Establish a mentoring relationship
Five other activities
Expand to see all activities and additional details
Show all eight activities
Develop a cheat sheet
Show steps
Creating a cheat sheet of key concepts will help you to review and retain information.
Show steps
Show steps
Show steps
- Identify the key concepts that you want to include
- Gather the information from the course materials
- Organize the information in a logical way
- Design the cheat sheet
- Print or save the cheat sheet
Create a customer support case
Show steps
Creating a customer support case will help you gain hands-on experience with the process.
Show steps
Show steps
Show steps
- Log in to the Google Cloud Customer Care portal
- Identify the type of issue you are experiencing
- Select the appropriate support channel
- Write a clear and concise description of the issue
- Submit the customer support case
Watch a tutorial on Google Cloud resource monitoring
Show steps
Understanding resource monitoring will help you identify and respond to potential problems.
Show steps
Show steps
Show steps
- Find a tutorial on Google Cloud resource monitoring
- Watch the tutorial
- Take notes on the key concepts
Join a study group or online forum
Show steps
Discussing the course material with peers will help you to reinforce your understanding.
Show steps
Show steps
Show steps
- Find a study group or online forum for the course
- Introduce yourself to the group
- Participate in discussions
- Ask questions and answer questions from other students
Review customer support best practices
Show steps
Examining best practices in customer support will make you more comfortable with the language used in course materials.
Browse courses on
Customer Support
Show steps
Show steps
Show steps
- Read articles about customer support best practices
- Watch videos about customer support best practices
- Take a short course on customer support best practices
Career center
Learners who complete Google Cloud Customer Care Fundamentals-Português Brasileiro will develop knowledge and skills
that may be useful to these careers:
For more career information including salaries, visit:
OpenCourser.com/course/7idjxj/google
Reading list
We haven't picked any books for this reading list yet.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/7idjxj/google
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Level
Introductory
Via
Coursera
Institution
Google Cloud
Instructor
Google Cloud Training
Session
August 19, 2024
- September 23, 2024
Language
pt-BR
Good to know
Ensina como obter o máximo de suporte do Google Cloud, abordando os serviços e práticas recomendadas de suporte existentes
Desenvolve habilidades de comunicação eficaz com engenheiros de suporte, o que é essencial para resolução de problemas
Fornece conhecimento sobre prioridades de casos e objetivos de nível de serviço, aprimorando a compreensão dos status e escalonamento
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