KNOWLEDGE TEST WEEK 2 WAVE 49

Can we create a RTS case with reroute Allowed in FARM?

• True

• False

If recpt calls in to request a HAL case ant there is farm, but the option RTH says allowed by exception. We should:

• Create the redirect to hold case because its allowed

• Transfer to FARM

• Advise the cx to contact the shipper or do it online

• Send the cx without any case

If shipper calls in to make a reroute and there is farm and all the options are not allowed we should :

• Advise the shipper to do it through fedex.com

• Transfer to farm

• Advise the shipper to contact their account manager

• Create the case

What information is mandatory to create a complaint?

• Trk# - Case# - Cx's phone# - license plates

• Truck# y License plates o Trk#

• Cx's Name - Truck# y Trk#

• Description of the driver - truck# - Cx's name

If a shipper with a ground pkg is asking for his account manager where do we transfer?

• New account deparment

• Revenue services

• Coporate services

• CAT

Cx with SP pkg calling because he doesn't want the pkg but it was already delivered, what do we do?

• Advise the recpt to contact the shipper to schedule a pick up

• Advise the recpt to leave the pkg in a fedex office

• Advise the recpt to write over the pkg the word refuse and leave it in the mailbox

• Call the station to schedule the pick up

There is a ground pkg with the commitment for yasterday and its showing delays. what do we offer to the customer?

• Apology, explain the delays and notifications

• Create delivery issue case and provide expectations of call back

• Create general message requesting a callback to the customer

• Advise the recpt of delays in transit and apology

Which cases are requiring an account to be processed ?

• Signature release - RTS - Reroute - Call tag - Delivery instructions

• Reroute - Address correction - signature release - Call tag - service change - COD release

• Express pick up - signature release - Reroute - Service change - RTS

• HAL -RTS - Reroute - Call tag - Signature release - COD release

There is an SP pkg that was delivered today but the cx never got it. what do we do?

• Advise the recpt to file a claim in fedex.com

• Advise the recpt to wait 24h and if the pkg is not delivered, please contact the shipper

• Advise the recpt that we are going to send a report about this pkg and the investigation will start

• Advise the recpt to contact the shipper immediately to file the claim

Can we place permanent delivery instructions for express service?

• TRUE

• FALSE