F
What does CED mean?
Customer Experience Desktop
What does EBS mean?
Enterprise Business Services
Building rapport is a soft skill?
YES!!
T/F iSell is the main tool to submit Support tickets.
False
Platform to get FedEx apps
Purple ID
T/F It is required to use abbreviations when you are creating a support ticket
False
What does RTS mean?
Return To Shipper
Alternate tool for creating, reviewing and updating support tickets
Case EBS
What does ASR mean?
Adult Signature Required
Where was FedEx founded?
Little Rock, Arkansas
What does FARM mean?
Fedex Account Restrictions & Messaging
Backup system for creating support tickets
Bridge
T/F There are 5 types of Package research support tickets
True
T/F Reroute is an example of Package research support ticket
False, it is a Service change support ticket
It is important to review ________ before initiating a support ticket
restrictions
What is the Purple promise?
I will make every customer experience outstanding
Mention KC´s for Missing contents
KC 5719 & KC 1972
This widget will present options to help the customer with their request
Next Best Action
KC 2164 & KC 2206
Package received in error, the caller role is always shipper
False, caller role will be Other
Mention 3 Support tickets
* Missing contents
* Package received in error
* Delivery issue with POD
* Shipment not delivered
* Disputes delivery
How many hours does FedEx have to locate a package?
72 hours
Mention 3 KC´s in which you can find information about Delivery issues with POD
KC 5718, KC 1975 & KC 1963
KC 2164 & KC 5823
T/F When submitting a ticket, you ALWAYS need to add Additional Ticket notes
True