Nesting Trix
We can engage in any Android auto issue:
FALSE
We can follow-up when the case is Account recovery, Feedback or Feature request:
FALSE
What action should be taken if a Google Files user reports they cannot access the "Data" folder?
"Working as intended" (WAI).
What is the name of the Google Photos feature that automatically groups photos of the same person?
Face grouping.
True or False: We have different scorecards for X, PSR, Archive and Emerging issue cases
False
We can engage an Account recovery consult on Pixel:
FALSE
The attribute for the following guideline is?
When a user fails to mention us, use a different opening:
Opening and closing
What type of Google Maps cases were an "emerging issue"?
Cases where users or Local Guides report that their photo or video view counts are not updating.
What happens to photos and videos uploaded to Google Photos before June 1, 2021, in "High quality"?
They do not count towards your Google account storage limit.
Mention the 2 X attributes of Non-critical
Additional Information
Opening & closing
If we are unable to send a DM for any issue on Pixel, we need to close the case as:
UTR - Guidelines
If the case is in a different language or different queue, we must reroute the case to the right queue before closing it:
TRUE
What is the procedure if a Google TV user requests movies or series that are not available or should be free?
Feature request
If a user has "Backup & sync" enabled on multiple devices, and they delete a photo from the Google Photos app on one device, what happens to that photo on the other synced devices and in the cloud?
The photo will be deleted from all synced devices and from the cloud.
Mention the 2 Archived attributes:
Archiving
Tagging
On Drive, what we do when the user has issues with the WhatsApp' backup?
Educate the customer and invite them to contact the Android app's developer
This option automatically makes the customer follow us:
There is not that option
What policy applies to Google One cases where a user reports unauthorized charges or payment issues but is not a Google One member?
The specific CR for non-members with payment issues should be used.
In Google Photos, what is the difference between "Partner sharing" and "Shared album"?
"Partner sharing" automatically shares all or only photos with the partner's faces.
"Shared album" allows you to select specific photos and videos to share with anyone.
Mention the 5 X attributes of Business Critical
Correct Channel
Consults, escalating, routing and transfers
Handles / accounts
Tagging
Internal notes
Mention 3 scenarios not engage on Google Search
Assistant, Gemini y Google Lens
Mention at least 6 of the 10 tips shared on the QA tip called Account recovery tips:
Do not follow-up
Don't work AR on PSR on Chrome
Use the Gmail CR's if there is not a product
Reroute to Identity
Search: we need to engage AR cases
TOS: AR business or someone else's account
Compliance: flag PII
Macros: Can't access and hacked
Youtube: close as AA
Mention the 3 scenarios where we use the following CR: Hola. Asegúrate de haber configurado correctamente los límites de uso siguiendo los pasos de este artículo: goo.gl/2p6fkU. Si tienes problemas, te sugerimos ponerte en contacto con nuestros especialistas para obtener ayuda adicional: goo.gle/2xlyisa. Nuestros especialistas estarán encantados de ayudarte. Saludos.
Single app time limit
Daily Limit
Bedtime Limit
Mention the 4 automatic creations Google Photos can generate from your photos and videos?
Animations, Collages, Movies, and Memories.
Mention the 7 X attributes of Customer Critical
Avoid repeats
Ownership
Emotional states
Answer Accuracy
Follow Up
Language proficiency
Professional Conduct