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.
Google Cloud Customer Care Fundamentals
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
Details to know
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Assessments
3 assignments
Taught in English
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There are 4 modules in this course
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.
What's included
1 video1 reading1 assignment
Instructor
Offered by
Recommended if you're interested in Cloud Computing
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