Category 1
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
A, B & C
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. IRIS resource Delivery Change Request - DCR.
Customers submit claims for lost or damaged packages at www.ups.com/claims. True or False?
True.
Which of the following customer information can a representative use to identify a caller in ECM? Select all that apply.
a. Phone Number
b. Account Number
c. Email Address
d. Company Name
ECM allows a representative to identify a caller with the phone number, account number, email address, or company name. IRIS resource ECM - Enterprise Contact Management.
New messages post daily to the Important News page. True or False?
True.
Which of the following UPS Groups do not have a redirect option that allows you to connect the customer with them? Select all that apply.
a. Consignee Billing
b. New Account Sales (NASA)
c. Temperature True Packaging Service
d. Customer Centers
e. Freight Services - T Force Freight
A, C, & D
Consignee Billing, Temperature True Packaging Service, and Freight Services - T Force Freight are among the groups that do not have a redirect option. IRIS resource Redirecting Calls.
What will appear on the Movement screen after the CCR or customer requested a DCR?
a. REDEL TO ADD
b. DCO MODIFY
c. DCO COMPLETE
d. DCR CREATED
d. DCR CREATED
The eTT status code which identifies a delivery change is in progress is DCR CREATED. IRIS Resource Delivery Change Request - DCR.
Who can submit a claim for a lost or damaged package? Select all that apply.
a. The shipper
b. The receiver
c. a shipper's representative
d. a 3rd party
A claim can be submitted by the shipper, the receiver, a shipper's representative, or a 3rd party.
Claims on ups.com (US & CA) - 21226
What is one of the purposes of a case? Select the best answer.
a. To allow a customer to speak with a supervisor.
b. To inform a package center about an ongoing issue.
c. To speed up the delivery of a package.
d. To respond to a customer's question about a delayed delivery.
One of the purposes of a case is to communicate to a package center an ongoing issue with a delivery. IRIS resource ECM - Enterprise Contact Management.
Which system presents the IKB question? Select the best answer.
a. eTT
b. IRIS
c. ECM
d. Case Matrix
IRIS presents the IKB question to representatives. IRIS resource Interactive Knowledge Builder - IKB Questions.
Which of the following statements should not be used when redirecting a call to another UPS Group? Select the best answer.
a. "I am going to connect you to another group that will be able to help you."
b. "Yes, I can transfer you to that group."
c. "I need to redirect your call to another group."
B
Representatives do not use the term "transfer" when redirecting customer calls. IRIS resource Redirecting Calls.
A customer can request a Hold for Pickup – Same Day DCR on Saturday if the UPS Customer Center has posted Will Call Hours for Saturday. True or False?
False
Saturday is not an option for a Hold for Pickup – Same Day DCR. IRIS Resource Delivery Change Request - DCR.
Which eTT screen shows all tasks performed in an investigation for a damaged package?
a. Movement
b. Claims
c. Damag/Investig
d. Work History
The Work History screen shows all tasks performed in an investigation.
When a representative creates a non urgent ECM case, when will the customer receive a response? Select the best answer.
a. Within 1 hour
b. Within 2 hours
c. By the end of the day
d. The next day
Non urgent cases receive a response by the end of the day. IRIS resource ECM - Enterprise Contact Management.
Representatives use IRIS to locate any additional information needed to help a customer. True or False
True. IRIS is used to locate any additional information needed to help a customer.
How does a representative assist customers who have a shipment taking up a full truckload of space? Select the best answer.
a. Freight Services - T Force Freight
b. Connect the call to Billing
c. Connect the call to a HazMat Support Center representative
d. Connect the call to a New Accounts Sales Associate
Connect the call to UPS Freight. IRIS resource Redirecting Calls.
Which of the following are acceptable forms of photo ID for a customer picking up a package from a UPS Customer Center? Select all that apply.
a. Driver's License
b. Passport
c. Credit Card with photo
d. Military ID
A, B & D
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. IRIS resource Customer Center - UPS.
Which two fields does a representative review on the Claims screen before discussing the status of a package with a customer? Select all that apply.
a. Shipper Number
b. Status
c. Pay Amount
d. Remark
The representative reviews the Status and the Remark fields before discussing the status of a package with a customer. IRIS resource Claims.
Which is the appropriate time frame for a response to an Urgent ECM case at 10 a.m. local time? Select the best answer.
a. Someone will contact you as soon as possible today.
b. Someone will contact you within 2-6 hours.
c. Someone will get to this by end of day.
d. Someone will contact you tomorrow.
The correct response to an inquiry about a call back on an Urgent ECM case is "Someone will contact you as soon as possible". IRIS resource ECM - Enterprise Contact Management.
The Knowledgebase tab in IRIS provides direct access to systems and websites outside IRIS database. True or False.
False. The Quick Links section provides direct access to systems and websites outside IRIS database.
How does a representative assist customers with billing inquiries? Select the best answer.
a. Accounts Receivable - Virginia Beach, VA
b. Connect the call to Billing
c. Connect the call to a New Accounts Sales Associate
Connect the call to Billing. IRIS resource Redirecting Calls.
What must a representative do before he or she creates an ECM case? Select the best answer.
a. Request approval
b. Identify the Caller
c. Create an Account
A representative must identify the caller before he or she creates an ECM case. IRIS resource ECM - Enterprise Contact Management.
What does a representative do when a caller says that his package is lost or damaged? Select all that apply.
a. Start an investigation
b. Inform the caller that he or she should submit a claim at ups.com/claims
c. Offer to send the Submit a Claim email to the caller
d. Redirect the caller to a Shipping representative
Representatives inform a caller with a lost package that he or she should submit a claim at ups.com/claims and offer to send the Submit a Claim email to the caller. IRIS resource Claims on ups.com.
What is the ECM System used for? Select the best answer.
a. To track packages
b. To create a case.
c. To provide an estimated delivery time.
d. To contact a driver.
The ECM system is used to create a case when the CCR cannot help the customer. IRIS resource ECM - Enterprise Contact Management.
Which of the following UPS Groups require an announced call? Select all that apply.
a. Calls to the Solutions Team
b. Calls to the Damage Exception Group
c. Calls to the Package Information (PI) Group
d. Calls to ECTS-WorldShip
e. Brokerage - US Import Brokerage Customer Service
A, C, and E
All calls to the Solutions Team, the PI Group, and the US Import Brokerage Customer Service, among others, must be announced. IRIS resource Redirecting Calls.
What are the different categories of UPS supplies? Select all that apply.
a. Shipping supplies
b. Packaging materials
c. Seasonal supplies
d. Building materials
A & B
The different categories of UPS supplies are shipping supplies and packaging materials. IRIS resource Supplies.