Google Cloud Customer Care Fundamentals
Master Google Cloud Support: Learn case management, issue identification, and effective communication with support engineers.
Master Google Cloud Support: Learn case management, issue identification, and effective communication with support engineers.
This beginner-level course provides a comprehensive introduction to Google Cloud Customer Care services. Designed for those new to Google Cloud support, it covers the essentials of managing support cases, understanding different support levels, and effectively communicating with support engineers. The curriculum includes key topics such as support case lifecycle, identifying known issues affecting Google Cloud services, and differentiating between support levels. Participants will learn practical skills in creating, managing, and viewing support cases, as well as best practices for log file sanitization and case escalation. The course also covers important concepts like case priorities, Service Level Objectives (SLOs), and case resolution processes. Through a combination of video lectures, readings, and quizzes, learners will gain the knowledge needed to effectively utilize Google Cloud support services and resolve issues efficiently.
Instructors:
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What you'll learn
Identify the steps involved in the lifecycle of a support case
Identify known issues affecting Google Cloud Services
Differentiate the levels of support provided by Google Cloud Customer Care
Create, manage, and view support cases
Understand best practices for log file sanitization
Learn appropriate case escalation procedures
Skills you'll gain
This course includes:
15 Minutes PreRecorded video
3 assignments
Access on Mobile, Tablet, Desktop
FullTime access
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There are 4 modules in this course
This course offers a comprehensive introduction to Google Cloud Customer Care services, designed for beginners and IT professionals who need to understand and utilize Google Cloud support effectively. The curriculum covers the entire lifecycle of a support case, from creation to resolution, and explains the different levels of support provided by Google Cloud. Key topics include the proper filing of support cases, understanding case priorities and Service Level Objectives (SLOs), and effective communication with Support Engineers. The course also addresses important aspects such as log data sanitization, troubleshooting processes, and when and how to escalate cases. Through a mix of video lectures, practical demonstrations, and interactive quizzes, participants will gain hands-on knowledge of Google Cloud support systems and best practices. By the end of the course, learners will be equipped with the skills to manage support cases efficiently, identify known issues, and maximize the benefits of Google Cloud Customer Care services.
Introduction
Module 1 · 0 Minutes to complete
Before Filing a Case
Module 2 · 11 Minutes to complete
Support Cases with Customer Care
Module 3 · 22 Minutes to complete
Case Resolution
Module 4 · 16 Minutes to complete
Fee Structure
Payment options
Financial Aid
Instructor
Course Instructor, Technology and Product Planning
Jasmine McNeil is a seasoned manager and course instructor affiliated with Johns Hopkins University, where she leads the Technology and Product Planning course on Coursera. With dual master’s degrees in Business Administration and Management, she specializes in product strategy, agile project management, and human-centered design. Her teaching focuses on guiding learners through the end-to-end process of building digital health products—from ideation and research to deployment—by integrating healthcare technology, stakeholder management, and design thinking. Through insights from industry leaders and real-world case studies, she helps professionals understand how to bring innovative health technology solutions from concept to implementation.
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Frequently asked questions
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