ECR Team Log Management Quiz

Global Operations Learning and Development Express Clearance Resolution Overview - GSSC Training

• FedEx Trade Networks Transport & Brokerage, Inc. training
• Topics covered include introduction, Case EBS, working a case, determining shipment status, searching for documents, customer service review, and closing a case.

Agenda

• Introduction
• What is Case EBS
• Working a Case
• Determining Shipment Status
• Searching for Documents
• Customer Service Review
• Closing

Case EBS

• Case Enterprise Business System
• Case management platform for global and OpCo collaboration
• Prioritizes, escalates, and manages customer issues
• An outgrowth of FedEx Jupiter, iCage, and eOps systems
• When a shipment is flagged for Prevent processing, a Prevent case is automatically created in Case EBS.
• If preclearance is not successful, the case converts to a Cage case.
• Case notes are legally binding and can be used as evidence in court.
• Access via Chrome or Edge.

Case Creation Flow

• Shipment marked with the Prevent processing flag triggers a Prevent case in Jupiter.
• If preclearance not successful, converts to a Cage case
• If Prevent case not created, iCage system creates CPW/CAG case in Case EBS.
• No duplicate cases created.

Access and Login

• Access Case EBS through the FedEx intranet home page.
• Type "cebs" in the Keyword field.
• Click "Go."
• Enter the employee number in the FedEx ID field.
• Enter the corresponding Enterprise password in the Password field.
• Click "Sign In."
• A PurpleID Sign-On may appear.

Handling a Case

• Once logged in, begin working by:
  • Searching for a case
  • Adding and replying to Case Notes
  • Logging callbacks
  • Adding and opening attachments
  • Viewing helpful hints

Searching for a Case

• Multiple search methods available.
• Search criteria include tracking number, case ID, company name, and account number.
• Type search criteria into the Search field.
• Click magnifying glass or press Enter.

Searching for a Case (continued)

• Click the Case ID to open the case.
• Information displayed includes shipper, recipient information, case details, shipment profile, requestor, and case notes.
• Cases are often system-generated.

Screen Overview

• Shipper/recipient, case details, and shipment profile information appears at the top of the screen.
• Requestor indicates who opened the case.
• Most cases are automatically created.

Statutory Warning

• Required for all cases, advising the origin of the return policy.
• Located below the case information.
• Viewable by clicking the expansion arrow.
• Warning text details return policy, deadlines, and responsibilities.

Case Notes

• Located near the bottom of the page where comments are viewed and added.
• Legally binding.

Attachments, Participants, Open Assignments, and Followers

• Viewable on the right side of the case page.
• Attachments can be added.
• Participants and possible followers displayed.

Case Audit

• Includes Audit History, Audit Narrative, Scan History, and Escalation History.
• Located below the Case Notes section.
• View or collapse by using the expansion arrow.

Actions

• Menu located in the top-right corner.
• Provides more tools for case management.
• Options within the Actions menu may vary depending on the current screen and user type (primary, secondary, or view only).

Adding Case Notes

• Click in the Start a Conversation box.
• Add the Case Note comments.
• Click Post.
• Newest notes are displayed on top.

Replying to a Case Note

• Click the Comment button.
• Reply in the comment box.
• Click the arrow icon to post the reply.
• Users can like comments as acknowledgement of receipt.
• Attach documents using the attachment icon.

Log Clearance Details

• Used to record outbound contacts.
• Record inbound contacts received and reason when no contact is made.
• Updates to the log should be added to Case Notes.

Updating the Clearance Log When Case is set for Auto Resolve

• Cancel Auto Resolve first.
• Click Work Case.
• Click Cancel Auto Resolve.
• Click Back.
• The log update is available.

Recording Outbound Contact Attempts - Phone

• Choose the radio button for "Outbound" for Type.
• Choose "Research" for Reason.
• Select "Phone" from the Channel list.
• Specify the outcome in the Contact Outcome dropdown list.
• Update the contact info and click Save.

Recording Outbound Contact Attempts - Email

• Select the radio button for "Outbound" for Type.
• Select "Research" for Reason.
• Choose "External Email System" from the Channel list.
• Note that the Contact Outcome isn't available for emails.
• Update contact information, and click Save.

Recording No Contact Reasons

• No selection is needed for Type, Reason.
• Choose "Research".
• No selection needed for Channel.
• Choose an appropriate No Contact Reason from the list.
• Update the information and click Save.

No Reason to Contact Options

• Provide information when CCP Instructions, Contact Information Unknown, and Information already provided is selected.

Reviewing Clearance Log Updates

• Access the Case Summary section in CEBS.
• Select Notification History.
• Review logged contacts.

Creating a Task

• Click the Action Menu.
• Click Create Tasks.
• Add the task.
• Add "See Case Notes" in the Instruction field.
• Add the complete request for information needed in the Case Notes.
• Click Assign To.
• Click Work Queue.
• Select the appropriate Work Queue.
• Click Submit.

Transferring a Case

• Click Transfer.
• Select Employee or Work Queue from the drop-down menu.
• If needed, add additional notes to the Audit note field.
• Click Transfer.

Package Inquiry

• Type "eops" in the Keyword field.
• Click "Go."
• Tracking can occur at multiple locations.
• Packages are tracked through the associated tracking numbers.
• AWB number is used to view package tracking details.

Scan Types

• Provides details about scans performed.
• POD -- Delivery
• VAN -- Out for delivery
• STAT 60 -- Bond cage scan
• STAT 65 -- Released from customs
• STAT 55 -- Regulatory agency delay
• HOP -- Left the port
• ECCO -- Expedited Customs Clearance
• PUP/PUX -- Pick-up exception

Track Types

• Information about all the track types of scans.

Helpful Hints

• Navigate relevant information (job aids, resources) in the system.
• Click the "i" icon next-to the notifications icon.

Searching for Documents

• Use the GSDR/EDM to locate and attach documents to the case.
• Type "gsdr" in the Keyword field, click "Go".
• Type in the AWB number and click "Search".
• Click the AWB number or document type to view and attach necessary documents to the CEBS case.

Customer Service Review (continued)

• Employee should respond to calls within three rings.
• Handle transfers of calls properly.
• Place callers on hold appropriately.
• Provide clear information when leaving messages.
• Use professional and friendly tone in emails.