6.4 Using Support Resources ASSOCIATE-GOOGLE-WORKSPACE-ADMINISTRATOR Practice Questions (Page 5)

Questions 21–25

1. 21expert · hard

   An administrator is opening a support case for a user who reports that Google Docs occasionally fails to save changes, but the issue is intermittent and cannot be reproduced on demand. The administrator has already collected the user's reproduction steps and a HAR file. What additional action should the administrator take to improve the chances of resolving the issue?

   • AWait until the issue occurs again and then open the case.
   • BCollect audit logs from the Admin console for the user's activity.
   • CAsk the user to record a video of the issue when it occurs.
   • DAsk the user to try a different browser and report back.
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2. 22foundation · easy

   When opening a support case with Google, which information is most important to include?

   • AThe user's favorite features
   • BThe user's personal contact information
   • CThe company's billing information
   • DA detailed description of the issue, including steps to reproduce
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4. 23foundation · easy

   A user reports that they cannot send email. Which detail is most relevant to include in the reproduction steps?

   • AThe user's favorite email client
   • BThe user's computer's IP address
   • CThe user's manager's name
   • DThe steps taken before the error appeared
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5. 24application · medium

   A user reports that they cannot send emails with attachments larger than 10 MB, but other users can. The administrator needs to document the issue for a support case. What information is MOST critical to include in the reproduction steps?

   • AThe number of emails the user sends per day.
   • BThe user's job title and department.
   • CThe user's password and account recovery options.
   • DThe exact error message, the user's browser and OS, and the steps to reproduce the issue.
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6. 25expert · hard

   An administrator is investigating a user-reported issue with Google Drive file syncing. The status dashboard shows no incident, but the administrator finds a recent post on the Google Workspace Updates blog about a known issue with Drive sync. What should the administrator do?

   • AWait for the issue to resolve on its own without informing the user.
   • BInform the user that it is a known issue and provide any recommended workaround from the blog post.
   • COpen a support case to report the issue, even though it is known.
   • DRestart the user's computer and clear the Drive cache.
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