10 Questions
What action should be taken when a user threatens to physically harm a specific person at Google?
Team leads or SMEs should escalate by emailing GSOC for legal or physical threats.
What is the recommended course of action for a user who claims they will file a lawsuit against Google?
Escalate the complaint as a possible bug or issue.
When should team leads use 'go/report-threat-bug' according to the guidelines?
When a user threatens to visit a Google or YouTube office.
What distinguishes a complaint that requires escalation from one that doesn't, based on the text?
Whether lawyers are mentioned in the communication.
What warrants filing a bug with Google Legal's CyberCrime Investigation Group according to the text?
A threat to harm a specific person not employed by Google.
What action should Team Leads or SMEs take if a user threatens to file an official complaint with the Better Business Bureau (BBB)?
Use go/yt-escalate to file a bug with the Legal Escalations template.
What is the recommended course of action for Team Leads or SMEs if a customer mentions contacting law enforcement?
Continue assisting the customer and escalate the issue.
Which of the following is an example of a legal threat that should be escalated according to the provided guidelines?
A user threatening to sue if their issue is not resolved.
If a user's attorney contacts support on behalf of the user, what should Team Leads or SMEs do?
Escalate the issue using go/yt-escalate with the Legal Escalations template.
Why should Team Leads or SMEs not address legal threats directly and instead focus on escalating the issue?
To ensure proper handling and resolution of complex legal matters.
Learn about the different types of threats that may arise during customer interactions and how to escalate them effectively. This quiz covers legal threats, physical threats, and other escalations that Team Leads or Subject Matter Experts (SMEs) should handle following specific procedures.
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