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Google Cloud Customer Care Fundamentals

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Google Cloud Customer Care Fundamentals

Instructor: Google Cloud Training

Included with

Learn more

4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

No prior experience required

1 hour to complete

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

No prior experience required

1 hour to complete

Flexible schedule

Learn at your own pace

What you'll learn

Identify the steps involved in the lifecycle of a support case
Identify known issues affecting Google Cloud Services
Differentiate the levels of support provided by Google Cloud Customer Care
Create, manage, and view support cases

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

3 assignments

Taught in English

91% of learners achieved a positive career outcome

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There are 4 modules in this course

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.

Module details

Introduce course and state learning objectives

What's included

1 video

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.

What's included

2 videos1 assignment

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.

What's included

3 videos1 assignment

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.