Service Cloud Stages
How many stages/status are in SC?
8
How to split a merged case?
Cannot be done
Mention the Crowley's CORE Compentencies.
Manages Ambiguity
Demonstrates Self-awareness
Action Oriented
Nimble Learning
Collaborate
What is our SLA?
24 hours
or
9 working hours
What is the sound a hen does?
Participant imitates a hen
In which phase you have to read messages and understand the need?
In Analysis
How to avoid the negative counter on Unread Emails?
One Case - read the emails on Log Activities and click on the Details Tab.
Merged Cases: - Before merging cases read the emails on Log Activities and click on the Details Tab on each one of the cases
Complete the phrase:
Focus on your BLUE ...
The Mood ...
People who...
Safety begins and ends with each...
Focus on our BLUE ships.
The Mood elevator.
People who know.
Safety begins and ends with each Crowley employee.
Mention 3 of our Metrics?
SLA Compliance
Cases CLosed this Week
Cases Closed Today
My Neglected Cases
My Pricing Rate issues
Average Resolution Time
Case Reason for Hold
My BL Cases status
AHT Trend
Sing a song from a national composer/group.
Participant sings
Mention 4 of the "reasons for hold" available in SC?
Customer Info, Pricing, Pricing Contracts, Intermodal, Traffic/Port, Destination, Credit & Collection, Documentation, A/R, HAcienda, Land Transportation, IT Support Team
When to use "Clone Cases" or "Related Cases?
Clone should be used:
1. When case is closed and customer sends another request.
2. When customer sends another request for a different Bill, using the same email string (Case could be open or closed).
Bonus tip: Remember to change Subject Line.
Mention 4 Crowley's Programs/ Trainings
Leading One Crowley
Fierce Convesations
Study programms (English classes)
Learn & Go Online
Pure Safety
Manage UP
Csutomer Care Mentoring Program
How many FCNs we need to create to add a New Third party on BOL (explain each one)
3 FCNs
FCN#1 – ADD 3RD TO DC13 (This FCN does not need to interface, it is for Documentation only)
FCN#2 – ADD 3RD TO AC37 (this FCN needs to interface)
FCN#3 – MOVE ALL CHARGES TO 3RD (this FCN needs to interface)
Dance "Gangnam Style"
Participant dances
In which stage is mandatory to complete Case Resolution?
Processing Correction
Which Resolution item does not require a Department Responsible for Error?
AFA
How to share Crowley News on Social Media and engage with it ?
Comment Crowley's Socila Media Channels available.
To follow Crowley's social media channels and Thumps UP
Facebook, Twitter, YouTube, instagram LinkedIn
Which are the mandatory paperwork needed to submit a correction at Puerto Rico Department of Treasury (Hacienda) ?
• Shipper’s letterhead (customer letter)
•Crowley’s letter (carrier’s letter)
•Commercial Invoices, tittle, (vin, model, mark)
•Copy of Bill of Lading with the error
•Copy of the corrected bill of lading or Freight Correction Notice that details the correction
Tell a Joke
Joke
Which are the stages you can bypass?
Awaiting more information, in Analisys, Ready for review.
Bonus: In Assigned you can fill out Resolution and close the case.
How to fill the contract number field?
Contract number:
OPEN: 6 ZEROS
CONTRACT: 6 LAST DIGITS
Crowley-owned subsidiaries include:
Jensen Maritime Consultants
Customized Brokers
Crowley Fresh
Mention the New Tariff information we need to placed at DC31 screen @ TRF# filed.
Tariff # 023286-002: STB (Surface Transportation Board) Tariff – Scope is between the United States, Puerto Rico and U.S. Virgin Islands
Tariff # 025816-001: FMC (Federal Maritime Commission) Tariff – Scope is between the United States/Puerto Rico/U.S. Virgin Islands <-> Latin America/Caribbean
Guess at least 3 songs...
Wannabe
La hierba se Movia
Mujeres Divinas
Satisfaction