Level 1
What are the three steps of a package journey?
The three steps are Shipment Origination, In-Transit, and Shipment Delivery.
True or False: The CCR refers the SurePost customer to the shipper if the package cannot be picked up or is undeliverable.
True. The CCR refers the SurePost customer to the shipper if the package cannot be picked up or is undeliverable.
True or False: UPS SurePost is a contract-only service for residential deliveries or addressed to an individual at a commercial location in all 50 states and in Puerto Rico.
True. UPS SurePost is a contract-only service for residential deliveries or addressed to an individual at a commercial location in all 50 states and in Puerto Rico.
Once eTT displays the TRANSFER TO PO scan, the package will take another how many days to be delivered to the customer?
Once eTT displays the TRANSFER TO PO scan, the package will take 1 - 2 days to be delivered to the customer.
Where in eTT is the USPS tracking number located? A. Customer Info tab B. DCR button C. Manifest Detail screen D. My Choice upgrade
C. Manifest Detail screen.
True or False: The local post office is responsible for delivering the package to the customer once UPS transfers the package to the post office location.
True: The local post office is responsible for delivering the package to the customer once UPS transfers the package to the post office location.
Which of the following customer information can a representative use to identify a caller in ECM? A. Phone Number B. Account Number C. Email Address D. Company Name
ABCD
When a representative creates a non urgent ECM case, when will the customer receive a response? A. Within 1 hour B. Within 2 hours C. By the end of the day D. The next day
C. By the end of the day
What must a representative do before he or she creates an ECM case? A. Request approval B. Identify the Caller C. Create an Account
B. a representative must identify the caller before he or she creates an ECM case. IRIS ECM - Enterprise Contact Management resource, article ID 10334
How does a representative determine when to create an ECM case? A. ECM B. Case Matrix C. eTT D. CTI
B. 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 Feedback
Which field in the ECM case determines the commit time for a response? A. Case Type B. Case Sub Type C. Reason D. Priority
D. The Priority field determines the Customer Commit time ECM displays. IRIS ECM - Enterprise Contact Management resource, article ID 10334
True or False: The incident location should always be the same as the caller's address. A. True
False. The case type dictates what address to use as the incident location.
Which call types did representatives learn about in training? A. Tracking B. ETA C. Delivery changes D. Delivery instructions E. Postcards and UPS SurePost
ABCDE. Representatives learned about tracking, ETA, delivery changes, delivery instructions, postcards, and UPS SurePost Calls.
Which scans can appear multiple times on a package? A. UNLOAD B. LOCATION C. DELIVERED D. ARRIVAL E. DEPARTURE
ABDE. Representatives may go to IRIS Resource 19273 for more information on the Package Transit Journey.
Which IRIS resource explains eTT scans? A. Service levels B. Domestic Services C. Billing D. Package Transit Journey E. Speaking Skills
D. Representatives may go to IRIS Resource 19273 for more information on the Package Transit Journey.
In-Transit scans indicate the package is on route to the destination facility.
TRUE. Representatives may go to IRIS Resource 19273 for more information on the Domestic Services.
An exception is a disruption in the normal handling and delivery of a package.
TRUE. Refer to Lesson 3: Exceptions and Delays in Interpreting Package Information in eTT or IRIS Resource 19273 for more information on the Package Transit Journey.
Which DCR requires that the customer provide an InfoNotice number to submit the request? A. Hold for Pickup-Customer Center B. Hold for Pickup-Access Point C. Address Correction D. Deliver to Another Address
D. The Deliver to Another Address DCR requires an InfoNotice number to submit the request.
What does the term RTS delivery change mean? A. Redeliver to Same B. Return to Sender C. Retrieve from Sender D. Redeliver to Someone else
B. The term RTS means Return to Sender.
What are the business rules for a Hold for Pickup DCR at a UPS Customer Center? A. InfoNotice or tracking number required B. held for 5 business days C. exception to Saturday pickup is Customer Centers with Saturday business hours D. may pickup after hours any day E. ID is not required
ABC. The Hold for Pickup at Customer Center DCR rules include InfoNotice or tracking number required, the package is held for 5 business days, and a Saturday pickup is allowed at Customer Centers with Saturday business hours.
What is the eTT status code for a package with a delivery change in progress? A. REDEL TO ADD B. DCO MODIFY C. DCO COMPLETE D. DCR CREATED
D. The eTT status code which identifies a delivery change is in progress is DCR CREATED.
Which of the following are acceptable forms of photo ID for a customer picking up a package from a UPS Customer Center? A. Drivers License B. Passport C. Credit Card with photo D. Military ID
ABD. Acceptable forms of photo ID for a customer pickup at a Customer Center include a Driver's License, Passport, and Military ID. The ID must have a matching address, too.
Which of the following actions are part of the UPS process? A. Pick up B. Drop Off C. Sorting D. Delivery
ALL OF THE ABOVE
What is the name of a UPS owned and operated facility that provides service to customers? A. UPS Package Center B. UPS Customer Center C. UPS Access Point D. The UPS Store
B. 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
A local businesses UPS partnered with to leave deliveries for customers is known as a _______. A. Police station B. Hospital C. UPS Access Point D. Urgent care facility
C. Representatives may go to IRIS Resource 17436 for more information on UPS Access Points.