Google Cloud Digital Leader Practice Exam

An organization has raised a support case with Google Cloud Customer Care. When is it appropriate for a case to be escalated?

1. When a high-impact issue needs to be resolved as fast as possible.

2. When the priority of the ticket has been set incorrectly.

3. When flagging a break in the process or a communication issue.

4. When a case has been resolved and needs to be reopened.

The correct answer is: When flagging a break in the process or a communication issue.

A case should be escalated when a high-impact issue needs to be resolved as quickly as possible. This situation indicates that the organization's operations may be significantly disrupted or affected due to a critical problem with a product or service. In such instances, escalating the case allows Google Cloud support teams to prioritize the issue and allocate the necessary resources to address it swiftly. This ensures that the organization can resume normal operations without prolonged downtime, which can be crucial for maintaining service levels, customer satisfaction, or compliance with business requirements. While the other scenarios might indicate important considerations in customer support, they don't represent the urgency or need for prioritization that escalation embodies. The need for speed in addressing high-impact issues is what establishes a clear rationale for escalation in the context of customer support in Google Cloud.