Role-Based Programme
RB0525

Gemini for Google Workspace for Customer Service & Customer Success

AI-Assisted Support, Customer Insight & Success Workflows

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical proficiency in using Gemini across Google Workspace for customer support, onboarding, account management, service communication, and customer-success activities.
  • Synthesize approved customer information, support documentation, meeting notes, feedback, and service data into actionable customer insights.
  • Create reusable workflows for case analysis, customer communications, onboarding, adoption tracking, health reviews, renewals, and escalation management.
  • Use Gemini in Docs, Sheets, Gmail, Drive, Slides, Meet, and Forms to improve customer-service and success-team productivity.
  • Apply privacy, factual accuracy, tone control, source validation, human review, and responsible AI across customer-facing workflows.

Tools covered

Gemini for Google WorkspaceGemini in GmailGoogle DriveGoogle DocsGoogle SheetsGoogle SlidesGoogle MeetGoogle FormsSource-Grounded Search & SynthesisAI-Assisted WritingData AnalysisSummarization & Customer Communication Support

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Experience Managers
  • Customer Support Professionals
  • Customer Success Professionals
  • Account Success Managers
  • Customer Onboarding Professionals
  • Service Delivery Professionals
  • Technical Support Professionals
  • Customer Operations Professionals
  • Customer Experience Analysts
  • Customer Retention Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Working knowledge of customer service, customer success, or account-management activities
  • Familiarity with customer queries, support cases, onboarding, account reviews, or customer communications
  • Basic working knowledge of Google Workspace applications
  • Familiarity with customer data, service metrics, or support documentation is beneficial
  • No programming expertise required
  • No previous Gemini training required

TOC Modules

Concepts
  • Understanding Gemini across Gmail, Drive, Docs, Sheets, Slides, Meet, and Forms
  • Mapping AI assistance to support, onboarding, customer success, communication, and service operations
  • Understanding structured prompting using Customer Context → Need → Evidence → Constraints → Output
  • Differentiating AI assistance from accountable customer and commercial decision-making
Practical activities
  • Creating prompts for common customer-service and success activities
  • Comparing generic and context-rich customer responses
  • Mapping customer workflows to suitable Workspace applications

Scenarios

Customer Support Issue to Coordinated Resolution

Customer Query → Gemini-Assisted Case Analysis → Approved Knowledge → Response Draft → Troubleshooting Support → Specialist Escalation → Resolution → Customer Follow-Up → Knowledge Improvement

Participants use Gemini across Google Workspace to manage a complex customer issue while maintaining factual accuracy, appropriate escalation, and human ownership of resolution decisions.

Customer Health Review to Retention & Success Action

Validated Customer Data → Gemini-Assisted Analysis → Adoption & Service Signals → Customer Health Summary → Success Plan → QBR Preparation → Human Review → Customer Actions → Follow-Up Tracking

Participants transform customer information into a structured success workflow that supports proactive account management without treating AI-generated signals as definitive churn, renewal, or commercial decisions.

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