Google Cloud Customer Care Fundamentals (Coursera)

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

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.