Google Cloud Customer Care Fundamentals

Overview

6-week cohort with live MIT Faculty sessions. Learn to scale AI beyond the pilot stage.

Google Cloud Customer Care Fundamentals teaches you how to navigate the full lifecycle of a Google Cloud support case, from creation through to resolution, while communicating effectively with stakeholders.

Suited to professionals working with Google Cloud support services, this course focuses on developing a practical understanding of how to manage and resolve support cases efficiently. You’ll explore how to work within Google Cloud Customer Care to identify issues, prioritize requests, and maintain clear communication throughout the support process.

This course explores the key fundamentals of Google Cloud Customer Care, including:
Creating, managing, and tracking support cases, and identifying known service issues
Understanding case priorities and service level objectives (SLOs), and when to escalate issues
Communicating effectively with engineers and customer care teams, including best practices for log data sanitization

Syllabus

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
Recognize how to communicate effectively with various roles within Google Cloud Customer Care throughout the lifecycle of a support case
Recognize best practices for log data sanitization