Google Workspace Support Pro: Gemini for End Users

What's inside

1. Level 1: Gemini in Workspace on One PageFree
   Learners get a one-page map of the Gemini surfaces a Workspace user can meet: the Gemini app, Gemini in the side panels of Workspace apps, NotebookLM and Gemini Enterprise. For each one they see the licence, service switch and policy behind it, and they learn that this course is independent of Google and dates every screen it describes.
2. Level 2: Which Gemini: Business and Enterprise EditionsFree
   Learners work out which Gemini features a user on a Business or Enterprise edition should have. They do it by reading the user's actual subscription, not by working from memory.
3. Level 3: Frontline, Education and Nonprofit Editions
   Learners apply the same edition check to Frontline, Education and Nonprofit tenants, where the Gemini on offer and the feature restrictions differ from Business and Enterprise.
4. Level 4: Add-ons: Does AI Expanded Access Apply?
   Learners check whether an AI add-on, such as AI Expanded Access or Google AI Pro for Education, has been bought and assigned to a particular user, and what it changes for that user.
5. Level 5: Age and Account-Type Restrictions
   Learners find out how age settings and account type (managed Workspace account or personal Google account) change what Gemini a user gets and which data protections apply.
6. Level 6: Who Can Do What: Smallest Role per Check
   Learners match each read-only Gemini support check to the smallest admin privilege that allows it, starting with the Gemini Settings administrator privilege, so first-line staff are not handed super admin.
7. Level 7: How a Setting Reaches a User: OUs and Groups
   Learners work out the setting that actually applies to a user by tracing organisational unit inheritance, configuration group overrides and the delay before a change takes effect.
8. Level 8: The Gemini App Service Switch
   Learners read and, where permitted, change the Gemini app service status for one organisational unit or group at Menu > Generative AI > Gemini app, read-only check first.
9. Level 9: Gemini in Gmail, Calendar, Meet and Chat
   Learners read and adjust the per-service controls at Menu > Generative AI > Gemini for Workspace > Feature access for Gmail, Calendar, Meet and Chat.
10. Level 10: Gemini in Drive, Docs, Sheets, Slides and Vids
    Learners apply the Feature access controls to Drive and the editors, and check that the side panel appears where the edition and the settings say it should.
11. Level 11: Smart Features and Personalisation Prerequisites
    Learners check the smart features and personalisation settings that Google lists as a prerequisite for Gemini in Workspace apps, at both the admin level and the user level.
12. Level 12: Conversation History and Retention
    Learners read the conversation history setting and retention period for the Gemini app and explain to users what happens to their past chats under that setting.
13. Level 13: NotebookLM Access for Users
    Learners check and set NotebookLM service status at Menu > Generative AI > NotebookLM, and spot editions where NotebookLM is an additional service rather than a core one.
14. Level 14: Gems, Gem Sharing and the Move to Skills
    Learners read the 'Allow users to share Gems' setting, explain how shared Gems interact with Drive sharing, and track Google's announced move from Gems to skills.
15. Level 15: Extensions and Connected Apps
    Learners read the Gemini app setting that lets Gemini reach Workspace apps, Classroom and other Google apps, and match it to what a user sees when connecting an app.
16. Level 16: Mobile Access to Gemini
    Learners check the prerequisites for Gemini on Android and iOS, including the Search and Assistant dependency on Android, and confirm that the user is on a managed account on the device.
17. Level 17: Language and Region Availability
    Learners check a feature against Google's current lists of supported languages and countries before treating its absence as a fault.
18. Level 18: Fault: Gemini Missing from an App or Side Panel
    Learners work through the full fault routine (symptom, likely causes in order, check, fix, confirm, what to tell the user) for a Gemini icon or side panel that does not appear.
19. Level 19: Fault: 'Not Available for Your Account'
    Learners diagnose the 'not available for your account' family of messages by separating licence, service status, account type and age causes.
20. Level 20: Fault: Age Restriction and Personal-Account Mix-ups
    Learners resolve tickets where a user has the wrong account active or where age settings restrict features. These cases often look like configuration faults when they are not.
21. Level 21: Gemini Cannot See a File: Access and Sharing
    Work through 'Gemini can't find or open this file' in a fixed order: the user's own access, the file's sharing and owner, its type and location, then encryption or labels. Use read-only Drive checks first.
22. Level 22: Gemini Cannot See a Folder or Find Recent Files
    Diagnose why Gemini misses whole folders, shared drives or newly added files: how it finds files, indexing delays, how specific the user's prompt was, and when to point at the file directly.
23. Level 23: Wrong, Stale or Made-Up Answers
    Treat inaccurate or outdated Gemini output as a support ticket: rule out stale or duplicate source files, wrong file selection and vague prompts, then explain the limits honestly without promising the answer is correct.
24. Level 24: Gems Faults: Missing, Unshareable or Misbehaving
    Fix Gem problems at user level: a Gem that has disappeared, a shared Gem a colleague cannot open, and a Gem that ignores its instructions or its knowledge files.
25. Level 25: NotebookLM Faults: Access, Sources and Sharing
    Troubleshoot NotebookLM for Workspace users: the service being off for their organisational unit, sources that will not import or sync, and shared notebooks that collaborators cannot open.
26. Level 26: Extension and Connected App Failures
    Diagnose why a Gemini app extension or connected app (for example Workspace, YouTube or Maps) is missing, will not connect or returns nothing. Check the user's own setting before the admin policy.
27. Level 27: Conversation History and Activity Faults
    Solve 'my chats disappeared' and 'history is off' tickets: the user's own activity setting, the retention period the organisation has set, and how deletion actually behaves.
28. Level 28: Oversharing I: Recognising the Symptom
    Recognise the ticket where Gemini shows a user salary data, HR files or another team's content. Treat it as proof of existing oversharing, not a Gemini bug, and stop before making it worse.
29. Level 29: Oversharing II: Check, Contain and Escalate
    Run the read-only checks that confirm how the content became reachable, such as link sharing, broad groups or shared drive membership. Then contain only within your authority and hand the case to security.
30. Level 30: Fault Drill: Mixed Symptoms, One Method
    Practise the symptom, cause, check, fix, confirm and user-reply method on mixed tickets where the stated symptom points at the wrong cause, so far covering access, licence, file, Gem, NotebookLM and extension faults.
31. Level 31: Data Questions I: Protection and Model Training
    Answer 'does Google train on my data?' and 'who can see my prompts?' only from Google's current published Workspace privacy statements, quoted with the date and page, and admit when the answer is not published.
32. Level 32: Data Questions II: Retention, Deletion and Review
    Answer questions about how long prompts and responses are kept, whether deleting removes them, and whether Vault or admins can see them, citing Google's documentation and the tenant's own settings.
33. Level 33: Tools I: User and Drive Audit Logs
    Use the Admin console user log events and Drive log events to rebuild what happened to an account or a file, filtering by user, document ID and time window, with realistic expectations about how long data takes to arrive.
34. Level 34: Tools II: Gemini Reports and Gemini Log Events
    Read the Gemini reports (active users, usage by app, last used) and the Gemini for Workspace log events to confirm whether a user is actually reaching Gemini, and know the data delays and the privileges each needs.
35. Level 35: Tools III: The Security Investigation Tool
    Where your edition and role allow it, use the security investigation tool with Gemini and Drive data sources to answer one precise question, and know when to hand the query to security instead.
36. Level 36: Feedback Routes to Google
    Send product feedback the right way: in-product thumbs up and down and 'report' options, admin feedback, and when a pattern of feedback should become a support case instead.
37. Level 37: Reading Tenant-Wide Policy Without Redesigning It
    Read the settings that shape what Gemini can do across the whole tenant, such as service switches, data regions, client-side encryption, DLP and labels, and sharing defaults. Explain their effect on a user's ticket and escalate rather than change them.
38. Level 38: Where the Job Stops: Choosing the Hand-off
    Decide when a Gemini ticket goes to third line, to security for oversharing, to the policy owner or to Google support. Base the choice on clear signals: tenant-wide impact, suspected product bugs, data incidents and settings you are not authorised to change.
39. Level 39: Building the Evidence Packet
    Put together an escalation packet that third line, security or Google support can act on without asking again: who is affected, edition and licence, organisational unit, exact steps to reproduce, timestamps with time zone, log extracts, screenshots and checks already done.
40. Level 40: Final Challenge: The Gemini Ticket Queue Exam
    Triage a queue of realistic Gemini tickets drawn from the whole course: licence and edition questions, missing features, file access, Gems, NotebookLM, extensions, data questions and an oversharing incident. Resolve or escalate each one and write a note for it.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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