Level 1
How many delivery attempts does a UPS driver make to deliver a package?
UPS drivers make three attempts to deliver a package to a consignee. IRIS InfoNotice resource, article ID 7221
Which of the following is not a type of UPS customer?
The three types of UPS customers are Occasional, Non Account, and Account customers.
What is the notice a UPS driver leaves when he or she makes a delivery attempt?
The UPS driver leaves an InfoNotice to notify the customer a delivery attempt was made. IRIS InfoNotice resource, article ID 7221
Which of the following actions are part of the UPS process?
The UPS process consists of package pick up, drop off, sorting, and delivery. IRIS Package Transit Journey article ID 19273
What is the name of a local business that partners with UPS to leave deliveries for customers in a convenient, nearby location?
UPS Access Point locations are local businesses that partners with UPS to provide convenient locations with extended business hours for a customer to pick up his or her delivery. IRIS Access Point resource, article ID 17436
What is the name of a UPS owned and operated facility that provides service to customers?
UPS Customer Centers are UPS owned and operated facilities that provide service to customers. UPS Customer Centers are usually located in UPS Package Centers and hubs. IRIS Customer Center - UPS, article ID 7241
What is a consignee?
The consignee is the person that receives the shipment.
Which IRIS resource explains scans?
Package Transit Journey shows how packages typically move along the route from shipment origination to delivery. IRIS Package Transit Journey, article ID 19273
Which of the following eTT package scans indicate the package is on the UPS truck at the destination?
The OUT FOR DELIVERY package scan in eTT indicates the package is on the UPS delivery truck. IRIS Tracking Basics resource, article ID 6667
True or False. Arrival and Departure scans appear multiple times while a package is in transit.
True. Arrival and Departure scans appear each time a package arrives at a facility and departs a facility while in transit to the final destination. IRIS Package Transit Journey, article ID 19273
What is the expected delivery time for end of day?
The expected delivery time for the end of day is 8 p.m. IRIS Services - Domestic resource, article ID 9750
True or False. A representative can type a credit card number in Notepad.
False. A credit card number is sensitive information. A representative never types a credit card number in Notepad.
What application does a representative use to find internal resources and documentation?
Internal Resource Information System or IRIS is the application representatives use to find resources and documentation to assist with customer inquiries.
Which field in the ECM case determines the commit time for a response?
The Priority field determines the Customer Commit time ECM displays. IRIS ECM - Enterprise Contact Management resource, article ID 10334
When does a customer receive a response for an Urgent ECM case?
A customer receives a response within one hour for Urgent ECM cases. IRISS ECM - Enterprise Contact Management resource, article ID 10334
True or False. The incident location should always be the same as the caller's address.
False. The case type dictates what address to use as the incident location.
When a representative creates a non urgent ECM case, when will the customer receive a response?
Non urgent cases receive a response by the end of the day. IRIS ECM - Enterprise Contact Management resource, article ID 10334
How does a representative determine when to create an ECM case?
A representative always refers to the Case Matrix to determine when to create an ECM case. IRIS ECM - Enterprise Contact Management resource, article ID 10334
What must a representative do before he or she creates an ECM case?
A representative must identify the caller before he or she creates an ECM case. IRIS ECM - Enterprise Contact Management resource, article ID 10334