Work Flaws
G Sweet
Happy Berde!
Willing to Weight
Dining Inside
100
What support article does it say: Customer gets disconnected from the chat session or becomes unresponsive for 10 minutes.
Workflow for duplicate, ghost, disconnected and abandoned Chat cases
100
Definition of abbreviated word: MSM
Migration, Sync and Mobile
100
What landmark is this image called?
Leaning Tower of Pisa
100
When the case is ready to close, ensure to add a ____ to the case.
PFI tag
100
What is the title of this song?
from the very first time i rest my eyes on you, girl,
my heart says follow t'rough.
but i know, now, that i'm way down on your line,
but the waiting feel is fine
Waiting in vain
200
What is NOT classified as a complex case? (3 items)
- The solution can be found in SupportU/HC/SANS
- The case is Closed.
- No TS is necessary, how-to questions
Reference: Generalist Scope of Support
200
All these products are supported by Collab except:
-Google Apps Drive/Docs (including audit logs and attachments having issues being saved to Drive).
-Google Apps Editors (Docs, Sheets, Slides, etc.)
-Google Apps Calendar.
-Google Apps Sites.
-Google Apps Google+.
-Classroom.
-Drive Desktop Sync Client.
-Google Groups
Google Groups
200
Where is the Empire State Building located?
Manhattan, New York City
200
What is missing from this transcript?
======
G Suite Support, Ms. Pepper: Hi Laurel! How are you doing today?
Ironman: Fine. Just wondering how the new Flexible monthly rate will affect our fully prepaid account.
G Suite Support, Ms. Pepper: About this the answer is yes.
Paraphrasing
200
The following are famous dead singers except:
Michael Jackson
Barbara Streisand
John Lennon
Whitney Houston
Luther Vandross
Barbara Streisand
300
Enumerate at least 4 scenarios where Case Transfer is applicable.
- Customer requests a callback
- Customer requests a screen sharing session
- Customer replies with email/feedback asking for continued support
- Customer contacts with interface issue or malfunction caused by stored cache and cookies
- Customer reopens a case with a simple question or a 'thank you'
- Customer submitted a DSAT and marked it as 'Case unresolved'
300
Education or Non-Profit questions (Eligibility, application, etc) are handled by Billing. True or False?
False. Handled by Cpanel
300
What is the name of this famous landmark?
La Sagrada Familia
300
CES stands for Customer ________ Score.
Effort
300
What is the name of this image?
Google Photos
400
If the customer is contacting you from Domain A because he is unable to access his account in Domain B,a can't access scenario, then follow the steps described in ________
Generalist workflow for handling ART.
400
All these issues are supported by Email pod except ______.
User level account hijacked.
User accounts suspended for abuse.
MX records setup.
Dual/Split delivery.
Gmail service not active after creating a new user (delay)
"How to" questions about email routing.
Gmail service not active after creating a new user (delay)
400
Where is this famous landmark located and what it's called?
Arc de Triomphe in Paris
400
If there is silence on the line, check back every ___ seconds to let them know that you are still working on their issue, e.g. "I'm checking this on our side now..."
30 secs.
Reference: Phone support procedures
400
Give at least 4 important information we can see in Screenpop.
- Select Account
- Select Contact
- Select Asset
- Verify Caller Information (PIN Verification)
- Google Admin Button
500
If there's an existing case that has been closed more than 30 days ago, create a case as described in _________.
Case creation channels and workflows
500
Which issues are NOT handled by Admin/CPanel?
- Services off due to Billing reasons.
- Aliases propagation.
- Unable to create groups due to orphaned groups.
- Custom URLs (not sites address mapping).
Services off due to Billing reasons.
500
What is the name of this famous landmark?
Great Sphinx of Giza
500
Products that are NOT supported by the Devices team and can not be transferred are found below and should be handled using the
[Devices Only] Unsupported/OGS Workflow
500
Fill in the blank lyric of a song.
Too late, my _____ has come
Sends _____ down my spine
____ aching all the time
_____ everybody I've got to go
Gotta leave you all behind and face the _____
Too late, my TIME has come
Sends SHIVERS down my spine
BODY'S aching all the time
GOODBYE everybody I've got to go
Gotta leave you all behind and face the TRUTH