Network Activity

De acuerdo a la política, la definición de Activy Owner es:

• In GEMA, this refers to the user assigned to provide information and take the necessary actions to resolve or answer the Activity targeted to their facility by the Activity creator.

• Activities are steps or tasks carried out to resolve the request in GEMA. It also serves as a means of communication between two parties in GEMA.

• In GEMA, this refers to the user who created the Activity. In most cases, the Request Owner itself is the Activity creator.

Si tengo un caso network Missing o Damage con cuenta de CO, ¿Qué proceso debo seguir?:

• Tener en cuenta el due at de la actividad

• Responder de forma clara al colega

• Notificar al ciente, crear caso queue de forma inmediata y actualizar la actividad de acuerdo a las políticas NTP

Falso o Verdadero: Según la política GSOP se puede escalar una Network Activity:

• FALSO

• VERDADERO

De acuerdo a la política, la definición de Sub- Activity es:

• A Business Party at a given Address who has tendered a Shipment to DHL (or a DHL Agent) for shipping through the Express Network.

• Specific tasks or steps carried out to complete the Activity in GEMA. Example: In response to Network Activity, a Sub-activity may be targeted to the Operations in your country requesting specific information or action to be taken.

• Request event summary is a record of all the events that occurred in a Request. It is also called Request history

Falso o Verdadero: De acuerdo a la política NTP la definición de FTR es: A record of an interaction with a customer where we are able to provide the customer with a satisfactory resolution and do not require further follow-up.

• FALSO

• VERDADERO

A que aplicativo hace referencia esta definición: Is a global web-based application used for Tracking shipments and handling Traces, Claims, and Complaints. It also serves as an online network communication tool of Customer Service, Operations and relevant departments across the globe while managing these tasks.

¿Dónde se encuentran ubicadas las políticas de CS?

• COE CO

• Smart Connect - EXP CSA - Process -

• Smart Connect - Express - Functions - Customer Service - Processs

Para los casos Undelivery que políticas se debe tener en cuenta:

• NTP

• NTP + Service Recovery + GSOP

• NTP + GSOP