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Google Cloud Training
Ce cours explique comment profiter au mieux de l'assistance Google Cloud. Vous y découvrirez les différents services d'assistance proposés par Google Cloud Customer Care. Vous apprendrez également à créer et gérer des demandes d'assistance, à consulter les problèmes connus affectant les services Google Cloud et à communiquer efficacement avec les ingénieurs de l'assistance. Vous vous familiariserez avec les différents niveaux de priorité associés aux demandes et les objectifs de niveau de service (SLO). Vous comprendrez mieux les états des demandes d'assistance et saurez comment en escalader une si nécessaire.
Register for this course and see more details by visiting:
OpenCourser.com/course/y5z3sy/google
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What's inside
Syllabus
Introducción
Presentar el curso y definir los objetivos de aprendizaje.
Antes de crear un caso
En este módulo, se presentan las opciones de Asistencia premium, mejorada y estándar del Customer Care Portfolio en el primer video. En el segundo video se conversa sobre las prácticas recomendadas para obtener un archivo de registro y se muestra cómo hacerlo quitando la información personal. La actividad final es una verificación de conocimientos.
Read more
Syllabus
Introducción
Presentar el curso y definir los objetivos de aprendizaje.
Antes de crear un caso
En este módulo, se presentan las opciones de Asistencia premium, mejorada y estándar del Customer Care Portfolio en el primer video. En el segundo video se conversa sobre las prácticas recomendadas para obtener un archivo de registro y se muestra cómo hacerlo quitando la información personal. La actividad final es una verificación de conocimientos.
Read more
Casos de asistencia que requieren el servicio de atención al cliente
En este módulo, se demuestra cómo iniciar un caso de asistencia en el nivel de prioridad adecuado y se explica cómo el equipo de atención al cliente trabaja para resolver los tickets después de crearlos, así como si es apropiado derivar un caso.
Resolución de casos
En el primer video de este módulo, se explica lo que sucede luego de que el equipo de Atención al cliente identifica una solución, seguido de una verificación de conocimientos. La actividad final es un archivo en formato PDF en el que se enumeran recursos adicionales sobre las prioridades, los estados, las descripciones y más información sobre los casos que no se incluyen en los videos de este curso.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Los estudiantes obtienen información sobre los tipos de asistencia técnica disponibles a través de Google Cloud Customer Care
Los estudiantes desarrollan habilidades para crear y gestionar de manera eficaz las solicitudes de soporte
Los estudiantes aprenden a identificar y comprender los distintos niveles de prioridad y los acuerdos de nivel de servicio (SLA) de las solicitudes de asistencia
Los estudiantes desarrollan la capacidad de comprender y utilizar los distintos estados de las solicitudes de soporte
Los estudiantes obtienen orientación sobre cómo escalar las solicitudes de soporte cuando sea necesario
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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 - Español with these
activities:
Revise and Review Google Cloud Services
Show steps
By reviewing Google Cloud Services before the course, you'll be able to grasp concepts more easily as you progress through the course. Start by reading the documentation and watching video tutorials to familiarize yourself with the basics.
Browse courses on
Google Cloud Services
Show steps
-
Identify and review the core Google Cloud Services.
-
Watch introductory videos and tutorials on Google Cloud Platform.
-
Explore the Google Cloud documentation to gain a deeper understanding of the services.
Organize Course Materials and Notes
Show steps
Stay organized and maximize your learning by compiling your course materials and notes. This will help you easily find and review important information, reducing the time you spend searching for what you need.
Show steps
-
Create a dedicated folder or notebook for the course.
-
Regularly add and organize materials such as lecture slides, assignments, and notes.
-
Use a consistent naming convention for your files to ease retrieval.
Mentor Junior Support Engineers
Show steps
Mentoring junior support engineers will reinforce your knowledge and provide valuable guidance to those starting their careers in the field. Share your expertise, provide feedback, and support their professional growth.
Browse courses on
Mentoring
Show steps
-
Identify opportunities to mentor junior support engineers.
-
Establish clear expectations and goals for the mentorship.
-
Provide regular feedback, guidance, and support.
-
Encourage and support their professional development.
-
Evaluate the mentorship experience and make adjustments as needed.
Show all three activities
Revise and Review Google Cloud Services
Show steps
By reviewing Google Cloud Services before the course, you'll be able to grasp concepts more easily as you progress through the course. Start by reading the documentation and watching video tutorials to familiarize yourself with the basics.
Browse courses on
Google Cloud Services
Show steps
Show steps
Show steps
- Identify and review the core Google Cloud Services.
- Watch introductory videos and tutorials on Google Cloud Platform.
- Explore the Google Cloud documentation to gain a deeper understanding of the services.
Organize Course Materials and Notes
Show steps
Stay organized and maximize your learning by compiling your course materials and notes. This will help you easily find and review important information, reducing the time you spend searching for what you need.
Show steps
Show steps
Show steps
- Create a dedicated folder or notebook for the course.
- Regularly add and organize materials such as lecture slides, assignments, and notes.
- Use a consistent naming convention for your files to ease retrieval.
Mentor Junior Support Engineers
Show steps
Mentoring junior support engineers will reinforce your knowledge and provide valuable guidance to those starting their careers in the field. Share your expertise, provide feedback, and support their professional growth.
Browse courses on
Mentoring
Show steps
Show steps
Show steps
- Identify opportunities to mentor junior support engineers.
- Establish clear expectations and goals for the mentorship.
- Provide regular feedback, guidance, and support.
- Encourage and support their professional development.
- Evaluate the mentorship experience and make adjustments as needed.
Show all three activities
Career center
Learners who complete Google Cloud Customer Care Fundamentals - Español will develop knowledge and skills
that may be useful to these careers:
For more career information including salaries, visit:
OpenCourser.com/course/y5z3sy/google
Reading list
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Level
Introductory
Via
Coursera
Institution
Google Cloud
Instructor
Google Cloud Training
Session
August 26, 2024
- September 9, 2024
Language
Español
Transcript
English
Good to know
Los estudiantes obtienen información sobre los tipos de asistencia técnica disponibles a través de Google Cloud Customer Care
Los estudiantes desarrollan habilidades para crear y gestionar de manera eficaz las solicitudes de soporte
Los estudiantes aprenden a identificar y comprender los distintos niveles de prioridad y los acuerdos de nivel de servicio (SLA) de las solicitudes de asistencia
Los estudiantes desarrollan la capacidad de comprender y utilizar los distintos estados de las solicitudes de soporte
Los estudiantes obtienen orientación sobre cómo escalar las solicitudes de soporte cuando sea necesario
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