Empower your help desk team with efficient ticket management using Google Groups collaborative inbox. Enhance collaboration, assign ownership, and respond to requests seamlessly from any device.
Table of Contents
Question
As the Workspace Administrator, you have been asked to enable the help desk team to share incoming support requests from end users. The help desk team has ten users who need to respond to support requests that are sent to a help desk email address. The users must be able to respond by email and assign ownership of tickets. Finally, the help desk team is highly mobile and will need to manage help desk tickets from their mobile devices. How would you provide this functionality for the help desk team?
A. Configure a Google Group as a collaborative inbox, and assign the required Groups permissions to the help desk team members.
B. Create a help desk Workspace mail account, and set the help desk team as mail delegates to the help desk account.
C. Create the help desk group as a Q&A Group, and add the “Manager” role to the help desk team users.
D. In Google Drive, create a help desk request form, and give the help desk team the ability to view the inbound requests.
Answer
A. Configure a Google Group as a collaborative inbox, and assign the required Groups permissions to the help desk team members.
Explanation
This option allows the help desk team to:
- Share incoming requests: All emails sent to the group’s email address will be visible to all members.
- Respond by email: Members can reply directly to emails within the group, maintaining the context of the conversation.
- Assign ownership: Members can assign conversations to specific individuals within the group for follow-up and resolution.
- Mobile access: Google Groups can be accessed and managed from mobile devices, allowing the team to stay connected while on the go.
Google Professional Google Workspace Administrator certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the Google Professional Google Workspace Administrator exam and earn Google Professional Google Workspace Administrator certification.