Google Workspace Support Pro: Gmail and Calendar

What's inside

1. Level 1: Gmail and Calendar on One PageFree
   Learners see Gmail and Calendar as the user experiences them and as support sees them: the user's mailbox and calendars at the front, and behind them the Admin console, org units, groups, mail routing, MX records and the logs. The lesson also states that this course is independent of Google and shows how to check and date every console path against Google's current documentation.
2. Level 2: Who Can Do What: The Smallest Role for Each JobFree
   Learners match each common mail and calendar support job to the smallest Admin console role or custom-role privilege that can do it, instead of handing out super admin.
3. Level 3: Editions, Licences and the Limits They Set
   Learners work out how a user's Workspace edition and licence decide which mail and calendar features, storage amounts and log or quarantine tools exist for them, and check this against Google's current edition comparison.
4. Level 4: Org Units, Groups and Setting Inheritance
   Learners trace how a Gmail or Calendar setting reaches a user, whether it is inherited from a parent org unit, overridden lower down or applied through a configuration group, so they can say why one user behaves differently from another.
5. Level 5: Reading Tenant Mail and Calendar Policy
   Learners read the tenant-wide Gmail and Calendar policies that support tickets usually hit, such as routing, compliance rules, auto-forwarding, delegation, and external calendar sharing, and explain what each does to a user without redesigning it.
6. Level 6: Setting Up Gmail Mail Delegation
   Learners first check that the tenant allows Gmail delegation for the user's org unit, then add and remove a delegate. They also cover what the delegate can and cannot do and the documented limits on delegates.
7. Level 7: Aliases and Send Mail As
   Learners tell apart a user alias set in the Admin console, a group address and a Send mail as address in Gmail. They set up each one correctly and check which From address recipients actually see.
8. Level 8: Groups as Shared Inboxes
   Learners use a Google Group as a team address such as sales@ or support@. They set who can post, whether outside senders can post, and how members get the mail.
9. Level 9: Collaborative Inbox Setup and Use
   Learners turn a group into a collaborative inbox where team members can assign, track and resolve conversations in Google Groups, and learn when this works better than plain group delivery.
10. Level 10: Gmail Settings Support Usually Touches
    Learners check and set the user-side Gmail settings that show up most in tickets, such as filters, forwarding, vacation responder, signatures, blocked addresses and POP/IMAP, and see where tenant policy limits each one.
11. Level 11: Calendar Sharing Inside and Outside the Domain
    Learners set a user's calendar sharing permission levels and check them against the tenant's internal and external sharing limits, which cap what a user can choose.
12. Level 12: Calendar Delegation and Shared Team Calendars
    Learners set up calendar access for assistants and teams, comparing a delegated personal calendar with a secondary calendar the whole team shares.
13. Level 13: Creating Buildings and Calendar Resources
    Learners add and maintain buildings, features and bookable resources such as rooms and equipment, so they appear correctly in the Calendar room finder.
14. Level 14: Resource Booking Permissions and Behaviour
    Learners control who can book a resource and how it responds to requests by setting the resource calendar's sharing and booking permissions. They also cover restricted rooms.
15. Level 15: Storage Limits, Usage and Clean-Up
    Learners read how storage is allocated and used for the tenant's edition, find out what is filling a user's storage across Gmail, Drive and Photos, and guide a safe clean-up.
16. Level 16: Outlook with Google Workspace Sync (GWSMO)
    Learners prepare and install Google Workspace Sync for Microsoft Outlook, including the Outlook versions it currently supports, the admin setting that allows it, and what it syncs.
17. Level 17: IMAP, Mobile and Other Mail Clients
    Learners connect Apple Mail, Outlook through IMAP, Thunderbird and phones to Workspace using the sign-in methods Google currently allows, and check the tenant settings that can block each one.
18. Level 18: Handling a Leaver's Mail and Calendar
    Learners handle a leaver's mail and calendar in a safe order, choosing between data transfer, an alias or forwarding to a colleague, or a group, and checking retention and licence before anything is deleted.
19. Level 19: Running an Email Log Search
    Learners open Email Log Search with the right privilege, choose the search fields and time range, and narrow a search to the one message a ticket is about.
20. Level 20: Reading Delivery Results in Email Log Search
    Learners read an Email Log Search result to see what happened to a message and why, including its delivery status, the connecting IPs, any routing or compliance rule it triggered, and its spam or quarantine verdict.
21. Level 21: Decoding SMTP Bounce Codes and NDRs
    Learners read a bounce message line by line: the three-digit reply code, the enhanced status code and the remote server's text. Then they match each to a likely cause on our side or the recipient's side.
22. Level 22: Working the Admin Quarantine
    Learners find quarantined messages in the Admin console, see why the content or compliance rule that caught each one fired, and choose to allow, deny or escalate, knowing that a decision can't be undone.
23. Level 23: User-Reported Phishing and Spam Settings
    Learners see what happens when a user clicks Report spam or Report phishing, and how tenant-wide spam, phishing and safety settings shape what users see. They learn to read those settings and explain them, not change them.
24. Level 24: Gmail Log Events in the Investigation Tools
    Learners use Gmail log events in the investigation and reporting tools available to their edition to answer support questions that Email Log Search can't answer.
25. Level 25: Calendar Audit Logs and Activity Reports
    Learners query the Calendar audit log to find who created, changed, deleted or responded to an event or resource booking. They turn the result into a plain answer for the user.
26. Level 26: Recovering Deleted Mail and Restoring Data
    Learners recover deleted mail and events within the windows Google currently documents: the user's Bin first, then the admin Restore data tool. They learn where recovery stops and what Vault or a backup product might still hold.
27. Level 27: Fault: Inbound Mail Not Arriving
    Learners work a 'they say they sent it, I never got it' ticket end to end: symptom, likely causes in order, the check, the fix, how to confirm and what to tell the user.
28. Level 28: Fault: Outbound Mail Bouncing
    Learners fix outbound bounces by combining the bounce text, the log record and the domain's authentication setup to find out whether the cause is the recipient, our policy or our sending reputation.
29. Level 29: Fault: Good Mail in Spam or Quarantine
    Learners deal with legitimate mail that keeps going to spam or into quarantine. They find out whether Gmail's classification, an admin setting or a rule did it, and apply the narrowest fix support is allowed to make.
30. Level 30: Fault: Delegation or Send-As Broken
    Learners troubleshoot a delegate who can't open a mailbox, or a send-as address that fails or shows the wrong sender. They check the settings, the account state and the client in order.
31. Level 31: Fault: Shared Inbox Group Not Delivering
    Learners trace why mail to a group or collaborative inbox bounces, goes missing or reaches only some members. They check posting permissions, moderation, membership and delivery settings.
32. Level 32: Fault: Calendar Invites Missing or Wrong
    Learners fix invites that don't arrive, show the wrong time, or don't update after a change. They separate mail delivery, calendar settings, time zone and external-organiser causes.
33. Level 33: Fault: Free/Busy Not Showing
    Learners troubleshoot colleagues who appear as 'no information' or can't see availability, within the organisation and across organisations or Exchange interop.
34. Level 34: Fault: Resource Booking Conflicts
    Learners resolve double-booked rooms, declined bookings and resources that no one can find, by reading the resource's sharing, auto-accept behaviour and booking history.
35. Level 35: Fault: Storage Full and Mail Rejected
    Learners deal with a user whose mail is bouncing or who can't send because their shared Google storage is full. They find what is using the space and free it without losing data.
36. Level 36: Fault: Outlook and Client Sync Errors
    Learners troubleshoot Outlook with GWSMO, IMAP clients and mobile devices that stop syncing, duplicate items or keep prompting for passwords.
37. Level 37: Fault: Leaver Mail Lost or Exposed
    Learners fix leaver cases where mail is bouncing, was deleted too soon, or is still reaching or visible to the wrong people, after a forward, transfer or group handover went wrong.
38. Level 38: Where the Support Job Stops
    Learners decide what support resolves, what goes to third line, what goes to the security team, and when to open a case with Google support. They base that on scope, risk and the console access they actually have.
39. Level 39: Building the Escalation Evidence Packet
    Learners put together an escalation packet that the next team can act on without coming back with questions: message IDs, log exports, headers, timestamps with time zone, affected users and the steps already taken.
40. Level 40: Final Challenge: The Mail and Calendar Queue Exam
    Learners work a queue of realistic mail and calendar tickets that draws on the whole course. For each one they triage, then resolve or escalate it with a written note.

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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