Work Flaws
G Sweet
Happy Berde!
Willing to Weight
Dining Inside
100
All ______ should perform the 'Lite Onboarding' workflow every time they receive an 'In Trial' customer contact.
Generalist
100
The following product are supported by which pod:
Native Calendar app on iOS, using ActiveSync, CalDav
MSM
Reference: Scope of support for Calendar, Classroom, Drive, Docs Editors, Google+, and Sites
100
What landmark is this image called?
Golden Gate Bridge
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 Notre Dame Cathedral located?
Notre Dame, Indiana
200
What is missing from this transcript?
======
( 18m 12s ) Paul Speight: I made it into the google for nonprofits page
( 18m 16s ) G Suite Support, Ronilo: Awesome! :)
( 18m 32s ) Paul Speight: If i end chat will this conversation stay up for me to reference the links?
( 19m 14s ) G Suite Support, Ronilo: yes it will :)
( 19m 33s ) Paul Speight: ok I won't hold you up anymore. Thanks again!
( 19m 53s ) G Suite Support, Ronilo: You're welcome Paul
Team member ends chat
We value your time and effort in contacting us. Thank you is not enough. Here in Google, we are always after what you need. We will now be closing the case. If our resolution does not work, kindly reply to the email so that our colleagues from a designated team can work further with you on this. It will remain active and can be reopened within 30 days
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
The following are Refund/Credit situations except:
Google Error
Customer Error
Good faith for customer satisfaction
Customer doesn't like the product
Customer requests for Reimbursement for lost revenue
Customer doesn't like the product
Reference: Credit and refund circumstances
300
What is the name of this famous landmark?
Kilimanjaro
300
CES stands for Customer ________ Score.
Effort
300
What is the name of this image?
Google Drive
400
Perform the current _________________ process and conclude support for the customer's original issue.
Generalist Inbound support process
Reference: Generalist Lite Onboarding Workflow
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?
Forbidden City in China
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
These are the top four asked questions from new customers on G Suite
Billing setup.
Domain Verification.
MX records set up.
User creation.
Reference:
Generalist Lite Onboarding Workflow
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 and where is it located?
Christ the Redeemer in Rio de Janeiro
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