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Question 128 - Professional Google Workspace Administrator discussion

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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.
Answers
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.
Answers
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.
Answers
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.
Answers
D.
In Google Drive, create a help desk request form, and give the help desk team the ability to view the inbound requests.
Suggested answer: A

Explanation:

To enable the help desk team to manage incoming support requests, the most efficient solution is to configure a Google Group as a collaborative inbox. This setup allows the team to respond to emails, assign ownership of tickets, and collaborate effectively. Collaborative inboxes are designed for such use cases and provide the necessary functionality, including mobile access, without requiring additional third-party tools.

Google Workspace Admin Help - Set up a collaborative inbox

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asked 18/09/2024
Max Lenin Dos Santos Torres
50 questions
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