Nesting Trix
What is the character limitation in PSR and X?
350 and 280
True or False: On Search, if the users problem/query is understood but the product is not mentioned, it would be a Engage case.
False
The review or post isn’t about Google products.
Vague or random comments (VC) - Can’t add value (CAV)
True or False: We do not DM the customer in Chrome as per product guidelines
True
In X, what is the process to follow if you receive a Google Drive case through Google One?
Reroute to Drive and close it as OoS.
What is the tool in Sprinklr that we need to check in order to verify if there is a previous reply?
Historical Cases/Customer 360
You suspect the user is a child on Play Store Reviews (PSR) or Google For Families (GFF).
Violation of ToS, young users, & help with another person's account (TOS)
In which scenarios do we engage when the user mentions Extensions?
Install and Uninstall
Explain step-by-step the process of SPII in X
Ask to follow us
Reminder 24 hours/Follow-up
DM (handle) to delete & resolution
Si el usuario no responde al primer follow up, se envía este segundo CR:
Hola de nuevo. Solo para confirmar, vemos que aún no nos sigues. Síguenos y avísanos cuando lo hagas para que podamos indicar los próximos pasos a través de un mensaje escrito.
The following points to which Critical error and Attribute correspond:
Select the correct account to engage on X
We must check this before closing the case.
Business Critical - Handles
The user asks for dates for features or products.
Speculations and rumors (SR)
What would be the process to follow if the user indicates that the device overheats when using Chrome?
RAM issues
What are the Handles you need to use to reply to Google One, Wallet, Pixel, Play Games and Identity?
@Google-@GooglePay-@MadebyGoogle-@GooglePlay
Mention 4 scenarios where it is not necessary to follow up on X
Account Recovery, Feedback, Feature request, Education
The user has limited who can view their posts or formerly Tweets.
Unable to Respond (UTR)
What is the process for the Account Recovery scenario in Chrome?
PSR: Not engaged
X: Reroute to Identity queue
Explain step by step process for proposing a CR
Razón por la cual se está creando el CR y el nombre del CR propuesto.
CR debe ser propuesto tanto en el idioma en que se brinda asistencia como en inglés.
No debe tener ningún error de ortografía. Favor verificarlo en el Language tool.
Revisar los enlaces para que abran según el idioma que tenga el user predeterminado.
Si el CR ya se encuentra propuesto en el Draft deben proponer el mismo informando en la nota que el CR se encuentra en el Draft y está pendiente de aprobar.
There are 7 different closed reasons, what are they?
Solution offered.
Transfer to 1:1.
Transfer to Forums.
Transfer to Help Centers
No answer needed: Support Guidelines.
No answer Needed: Not support related.
Awaiting user response
In order to engage with a X user, mention 5 things you need to check in the customer's profile:
Mention 5 scenarios where you do not engaged in Chrome