Ce cours explique comment profiter au mieux de l'assistance Google Cloud. Vous y découvrirez les différents services d'assistance proposés par Google Cloud Customer Care. Vous apprendrez également à créer et gérer des demandes d'assistance, à consulter les problèmes connus affectant les services Google Cloud et à communiquer efficacement avec les ingénieurs de l'assistance. Vous vous familiariserez avec les différents niveaux de priorité associés aux demandes et les objectifs de niveau de service (SLO). Vous comprendrez mieux les états des demandes d'assistance et saurez comment en escalader une si nécessaire.
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What you'll learn
Connaître les étapes du cycle de vie d'une demande d'assistance.
Identifier les problèmes connus affectant les services Google Cloud.
Différencier les formules d'assistance fournies par Google Cloud Customer Care.
Créer, gérer et consulter des demandes d'assistance.
Details to know
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April 2024
3 quizzes
See how employees at top companies are mastering in-demand skills
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Add this credential to your LinkedIn profile, resume, or CV
Share it on social media and in your performance review
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There are 4 modules in this course
Présentation du cours et des objectifs d'apprentissage.
What's included
1 video
La première vidéo de ce module présente les formules d'assistance Standard, Advanced et Premium de Customer Care Portfolio. La seconde vidéo évoque les bonnes pratiques pour capturer un fichier journal, puis montre comment le faire en supprimant les informations personnelles. Le module se termine par un contrôle des connaissances.
What's included
2 videos1 quiz
Ce module explique comment envoyer une demande d'assistance avec le bon niveau de priorité et comment Customer Care y répond. Il décrit également quand il devient pertinent d'escalader une demande.
What's included
3 videos1 quiz
Ce module explique dans une vidéo ce qu'il se passe une fois que l'équipe Customer Care a trouvé une solution au problème, et comporte ensuite un contrôle des connaissances. Il se termine par un PDF listant des ressources supplémentaires sur les niveaux de priorité, états et descriptions des demandes, ainsi que d'autres informations non abordées dans les vidéos du cours.
What's included
1 video1 reading1 quiz
Instructor
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Frequently asked questions
Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.
If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.