Final Review Play

Which statements suggest best ways to help a customer with Out of Scope issues? Select 2 that apply.

• Offer full support regardless of the issue

• Never leave the customer feeling like we did not try to help them.

• Use the Scope of Support troubleshooter to direct customers to developers, other teams or offline help resources

• Immediately escalate to Tier 2 support

Which of the following Cases 2 cards provides a list of all previous customer encounters with Google for support?​

• Case Log

• Interaction History

• Consult

• Case Notes

You made a few in-app purchases. Which of the following statements are true about refunds for an in-app purchase? Select 3 that apply.

• You may request a refund if the purchase is not what you expected.

• You may request a refund if you have had the in-app purchase for a week and decided you no longer wish to use it

• You may request a refund if it was bought by accident.

• You may request a refund if something you bought is not working.

Donuts, gems, and remove ads are examples of which of the following?

• Subscriptions

• Music downloads

• Out of scope products

• In-app purchases

Now it’s time to set up the case. Remember: Your customer asked for a refund of several apps and digital content purchases accidentally made by his young daughter. Which steps should you take in Cases 2 to properly set up the case for the customer?

• 1) Enter the customer account: [e-mail], 2) Select the Product: Play, and 3) Enter the case summary: Customer’s daughter made purchases in her Play account that she would like refunded

• 1) Enter the customer account: [e-mail], 2) Select the Product: Play, 3) Authenticate the customer, and 4) Enter the case summary: Refund - Friendly Fraud

You are examining your customer’s transaction status in the Order and Transaction status troubleshooter, but it’s taking longer than expected.

• Don’t worry about the customer -- they can wait

• Check in with the customer

Which of the following appear in the Home card? Select 3 that apply.

• Device

• Issue Description

• Resolution

• Case summary

A customer contacts you because a product you support does not work the way it should. What assistance will you give them?

• Troubleshoot

• Feedback

• Product Information

• Transaction

You receive an announcement labeled as P0. What does the P0 indicate about the announcement?

• The announcement is low priority

• The announcement is high priority and should be read as soon as possible

• The announcement can be read at your convenience

A customer request reversal of payment for an app. What assistance will you give them?

• Troubleshoot

• Transaction

• Refund

• Feedback