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WorksheetsKNOWLEDGE TEST WEEK 2 WAVE 49
Total questions: 17
Worksheet time: 9mins
Can we create a RTS case with reroute Allowed in FARM?
True
False
If recpt calls in to request a HAL case ant there is farm, but the option RTH says allowed by exception. We should:
Create the redirect to hold case because its allowed
Transfer to FARM
Advise the cx to contact the shipper or do it online
Send the cx without any case
If shipper calls in to make a reroute and there is farm and all the options are not allowed we should :
Advise the shipper to do it through fedex.com
Transfer to farm
Advise the shipper to contact their account manager
Create the case
What information is mandatory to create a complaint?
Trk# - Case# - Cx's phone# - license plates
Truck# y License plates o Trk#
Cx's Name - Truck# y Trk#
Description of the driver - truck# - Cx's name
If a shipper with a ground pkg is asking for his account manager where do we transfer?
New account deparment
Revenue services
Coporate services
CAT
Cx with SP pkg calling because he doesn't want the pkg but it was already delivered, what do we do?
Advise the recpt to contact the shipper to schedule a pick up
Advise the recpt to leave the pkg in a fedex office
Advise the recpt to write over the pkg the word refuse and leave it in the mailbox
Call the station to schedule the pick up
There is a ground pkg with the commitment for yasterday and its showing delays. what do we offer to the customer?
Apology, explain the delays and notifications
Create delivery issue case and provide expectations of call back
Create general message requesting a callback to the customer
Advise the recpt of delays in transit and apology
Which cases are requiring an account to be processed ?
Signature release - RTS - Reroute - Call tag - Delivery instructions
Reroute - Address correction - signature release - Call tag - service change - COD release
Express pick up - signature release - Reroute - Service change - RTS
HAL -RTS - Reroute - Call tag - Signature release - COD release
There is an SP pkg that was delivered today but the cx never got it. what do we do?
Advise the recpt to file a claim in fedex.com
Advise the recpt to wait 24h and if the pkg is not delivered, please contact the shipper
Advise the recpt that we are going to send a report about this pkg and the investigation will start
Advise the recpt to contact the shipper immediately to file the claim
Can we place permanent delivery instructions for express service?
TRUE
FALSE
Which of the following escenarios we CANNOT send through general message when there is FARM in the pkg?
To knock the customer's door
To make sure to use the ring bell
To wait 1 minute for the customer to open the door
To leave the pkg with the neighbor in the next door
When the pkg has a RTH and its a business. which information is required for the customer to pick up the pkg?
CX's ID and a letter from the company
Company owner ID
Employee #
Business card with employee's information
Can we request a call back from the station for the customer through General message?
TRUE
FALSE
If there is a ground package that was delivered and the box seems to be damage and the recpt doesn't want the pkg like that. What do we do?
Advise the recpt to take it to a fedex location
Advise the recpt to contact the shipper and they will schedule a pick up
Schedule a Damage Call tag
Open a claim for External damage in 1Source
The shipper is calling to request a reroute for an express pkg but the pkg has a pre-paid label. What do we do?
Request to the customer the fedex account to create the case
Advise the shipper to do it in fedex.com
Advise the shipper to contact the account manager
Send the customer to the station where the pkg was shipped from
3. If rcpt calls saying they received a pckg and they opened it but they want to refuse it . do we create a calltag/PU?
TRUE
FALSE
2. If a ground package arrives to an address different to the rcpt's address. What do we create?
Received in error case
Refuse Call tag
Pick up and DI case
Pick up and Received in error case
