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Types of Threats and Escalation Procedures Quiz

10 Questions

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Types of Threats and Escalation Procedures Quiz

Created by

@SaintlySupernova

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Questions and Answers

What action should be taken when a user threatens to physically harm a specific person at Google?

Team leads or SMEs should report the threat using go/report-threat-bug for legal or physical threats.

Team leads or SMEs should escalate by emailing GSOC for legal or physical threats. (correct)

Team leads or SMEs should contact the user directly to resolve the issue.

Team leads or SMEs should ignore the threat as it is unrelated to Google employees or property.

What is the recommended course of action for a user who claims they will file a lawsuit against Google?

Directly refund the money as requested.

Ignore the threat and wait for further escalation.

Escalate the complaint as a possible bug or issue. (correct)

Advise the user to deal with the situation on their own.

When should team leads use 'go/report-threat-bug' according to the guidelines?

When a user threatens self-harm or suicide.

When a user complains about unprofessional behavior from Google employees.

When a user threatens to visit a Google or YouTube office. (correct)

When a user requests help but does not indicate any threats.

What distinguishes a complaint that requires escalation from one that doesn't, based on the text?

Whether lawyers are mentioned in the communication. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers