Google Cloud Customer Care Fundamentals

Overview

Class Central Tips

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.

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.

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.