PINK
Select all that could be a Shipment Identifier.
A. Tracking number
B. Delivery Notice number
C. Claim number
A Delivery Notice number, Claim Number, or tracking number could be used as a Shipment Identifier.
Select all the components that are built into the Customer Engagement Center (CEC).
A. News & Service Briefings
B. Case Handling
C. Knowledge Base
D. Internal Visibility Portal (IVP)
News & Service Briefings, Case Handling, Knowledge Base, and the IVP are all built into CEC.
Provide all the components in the "I Want To…" section of CEC.
Some of the things you can do in the "I Want To…" section of CEC include: 2nd requests, close the case, escalate the case, schedule a pickup, and void a case.
What are all the DCRs that have a charge associated with them.
DCRs that have a fee include: Hold for Pickup at a UPS Access Point, Deliver on Another Day, and Deliver to Another Address.
What are all of the Delivery Requirements that can be checked by a driver on a Delivery Notice.
A. Signature required
B. Adult signature required
C. Notary required
D. COD payment due
A,B,D.
A driver may check the following options on a Delivery Notice: signature required, adult signature required, or COD payment due.
A customer contacts you regarding unrecognized or fraudulent charges on their payment card. How would you assist them?
When a customer contacts you regarding unrecognized or fraudulent charges on their payment card, you should connect them to Billing.
What are the benefits of enrolling in UPS My Choice?
Enrolling in UPS My Choice allows customers to manage their deliveries without contacting UPS, use various IDs for easy enrollment, and set delivery preferences that are displayed to the driver. UPS does not sell customer information or send unsolicited advertisements.
After a package has been at an Access Point for 7 calendar days, what type of scan is generated?
A package at an Access Point for 7 days or more would have the scan PKG AGING AWAITS PU.
Why might a GSR be denied?
A GSR can be denied for several reasons, including:
• The package was delivered within the scheduled delivery commitment time.
• A refund has already been requested for this package.
• The scheduled delivery date was more than 15 calendar days ago.
• The shipper or the payer has a contract prohibiting GSRs for that service level.
Select the correct order of the Operations Lifecycle.
A. Pickup, Sort, Transport to Hub, Hub Operations, Transport to Destination, Delivery
B. Pickup, Transport to Hub, Sort, Hub Operations, Transport to Destination, Delivery
C. Pickup, Sort, Transport to Destination, Transport to Hub, Hub Operations, Delivery
A. The order of the operation lifecycle is Pickup, Sort, Transport to Hub, Hub Operations, Transport to Destination, Delivery.
What type of initial checks should you conduct before assuming a package is lost?
A. Determine type of service (ground, air, etc.)
B. Determine role (shipper or recipient)
C. Determine investigative need
Before assuming a package is lost, the agent should: determine the caller's role and the investigative need.
How long could an "In-Transit" scan be present for UPS Ground Service?
An "In-Transit" scan could be present for up to 5 days.
What is an Assistance Required Cases?
AR Cases are when an agent requires assistance from another department to resolve the customer's inquiry.
What should you do if a shipper wants to start an investigation on a lost package?
A. Transfer the call to Package Investigations (PI).
B. Refer the call to UPS.com and educate them on the self-serve option.
If a shipper wants to start an investigation on a lost package, refer them to UPS.com and educate them on the self-serve option.
Which IVP tab would you visit to validate the tracking number and delivery status?
You would visit the Movement tab in IVP to validate the tracking number and delivery status.
How would you describe the UPS Access Point?
Access Points are a network of local businesses that provide UPS pickup and drop-off services.
What IVP tab would you visit to validate the shipper and recipient's information?
The Customer Info tab is the best place to go to validate the shipper and recipient's information.
Select all the ways a customer could avoid a fee with an RS-1/RS-3 Return.
To avoid an additional fee with an RS-1 return, the customer could: give it to any UPS driver, drop off at TUPSS, dropped off at a UPS Customer Center, or left in a UPS dropbox.
Select all accurate statements regarding UPS Claims.
A. It reimburses customers once their package is proven lost or damaged.
B. It provides automatic protection against package loss or damage up to $100.
C. UPS claim information can only be provided to the sender unless there is written consent from the sender authorizing another party.
A,B,C
True or False. A one-time shipper without a UPS account can ship a bottle of wine to their friend.
False. Due to government regulations on shipping alcohol, they are unable to ship without a signed contract in place. Only authorized shipping accounts are able to ship alcoholic beverages with UPS.
Kate needs to ship a package from Anchorage 99501 to 99501. She is shipping the package on August 31, and it needs to arrive by the end of the day on September 4th. Which service will ensure that the package arrives on time?
Kate should select UPS 2nd Day Air to make the September 4th deadline.
Which instance(s) permit an agent to lookup the shipper number in another system to locate the shippers' full address, and provide it to a customer?
It is never permittable to provide the customer with the shipper's full address.
Select all the ways you can help reassure the customer you are committed to resolving their issue.
A. Focus on what you can do to help.
B. Ask questions to clarify understanding.
C. Be prepared with a scripted answer.
To help reassure the customer you are committed to resolving their issue, you should focus on what you can do to help and ask questions to clarify understanding.
True or False. The IVP search functionality allows you to conduct tracking searches using the associated MI tracking number.
True. You can search IVP for tracking information regarding Mail Innovation shipments.