ECR Team Log Management Quiz
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Questions and Answers

What must ECR Team Members do when entering information into the Log?

  • Enter as much information as they have available. (correct)
  • Enter only the mandatory fields.
  • Only update the Contact Outcome.
  • Use the Log for personal notes.

What should be done when sending an email to multiple recipients?

  • Forward the email to each recipient individually.
  • Include additional email addresses in the Additional Notes field. (correct)
  • Collect all email addresses during a follow-up call.
  • Log only the first email address.

When recording an inbound contact via phone, which Reason option must be selected?

  • Feedback.
  • Research. (correct)
  • General Inquiry.
  • Follow-up.

Which Channel option is used when logging an inbound email?

<p>External Email System. (A)</p> Signup and view all the answers

What action is required to ensure that data saves to the Log?

<p>Click the Submit button from the main case screen. (D)</p> Signup and view all the answers

Which statement is true about the Contact Info fields?

<p>They must be updated as appropriate. (D)</p> Signup and view all the answers

What must be selected in the Contact Outcome field when recording inbox contacts?

<p>Appropriate outcome from a dropdown list. (B)</p> Signup and view all the answers

When logging an inbound telephone contact, which Type option should be selected?

<p>Inbound. (D)</p> Signup and view all the answers

What is the first step required to update the Clearance Log after the case is set for Auto Resolve?

<p>Click Work Case (A)</p> Signup and view all the answers

Which radio button should be selected for the Reason when recording outbound contact attempts?

<p>Research (D)</p> Signup and view all the answers

What must be selected in the Channel dropdown when recording an outbound phone attempt?

<p>Phone (C)</p> Signup and view all the answers

What outcome should be selected for a bad phone contact attempt due to invalid information?

<p>Bad contact info (A)</p> Signup and view all the answers

Which button must be clicked to ensure that the data saves to the Log?

<p>Submit (C)</p> Signup and view all the answers

For recording outbound contact attempts via email, which system should be chosen from the Channel dropdown?

<p>External Email System (D)</p> Signup and view all the answers

What is true about the Contact Outcome when recording outbound attempts via email?

<p>It is not available for emails sent. (D)</p> Signup and view all the answers

How should ECR Team Members handle information in the Clearance Log?

<p>They should enter as much information as they have. (B)</p> Signup and view all the answers

What does the POD scan indicate about a shipment?

<p>The shipment has been delivered. (A)</p> Signup and view all the answers

What type of scan is indicated by the code STAT 60?

<p>Bond cage scan at the port of clearance. (B)</p> Signup and view all the answers

Which scan indicates that a package has encountered a regulatory agency clearance delay?

<p>STAT 55 (A)</p> Signup and view all the answers

Which scan type is used when a shipment is being expedited through customs?

<p>ECCO (D)</p> Signup and view all the answers

Which of the following codes represents the port of Los Angeles?

<p>LAX (A)</p> Signup and view all the answers

What does the scan type HOP signify?

<p>The shipment has left the port of clearance. (B)</p> Signup and view all the answers

What is the significance of the STAT 65 scan?

<p>Package has been released by customs. (A)</p> Signup and view all the answers

What is the correct sequence of steps to add a new comment to a case?

<p>Click in the Start a Conversation box, Add the Case Note comments, Click Post. (A)</p> Signup and view all the answers

Which track type provides information from pick up to delivery?

<p>Track Types (C)</p> Signup and view all the answers

What is the purpose of clicking the arrow icon when replying to a case note?

<p>To post the reply. (D)</p> Signup and view all the answers

Which option is NOT part of the steps a user can take once logged in?

<p>Changing User Roles (D)</p> Signup and view all the answers

When working on a Clearance Case, what must be recorded in the Clearance Log?

<p>All outbound and inbound contact attempts and reasons for no contact. (A)</p> Signup and view all the answers

How can a user acknowledge receipt of a comment in the Case Notes?

<p>By liking the comment. (C)</p> Signup and view all the answers

What changes the options within the Clearance Log pop-up window?

<p>The selected Type and Channel. (A)</p> Signup and view all the answers

What should be done after updating the Clearance Log while working on a case?

<p>Add an update to the Case Notes. (B)</p> Signup and view all the answers

Which functionality has been requested from the CMOD Team regarding the Clearance Log?

<p>To have the log information automatically populate into the Case Notes. (D)</p> Signup and view all the answers

What is the primary purpose of the GSDR/EDM system at FedEx?

<p>To store and share documents related to shipments (D)</p> Signup and view all the answers

Which of the following steps is NOT part of accessing the EDM document repository?

<p>Click on the 'Search Documents' tab (A)</p> Signup and view all the answers

What should an employee do if multiple AWB numbers are to be searched simultaneously?

<p>Use the Express Search box (D)</p> Signup and view all the answers

When documents are available after a search in the GSDR/EDM, how are they accessed?

<p>They appear in a table below the Express Search box (B)</p> Signup and view all the answers

Which of the following is a recommended telephone courtesy for customer support representatives?

<p>Strive to answer the phone by the third ring (B)</p> Signup and view all the answers

What actions should an employee take when placing a customer on hold?

<p>Let the customer know they are being put on hold (B)</p> Signup and view all the answers

What is the procedure to navigate between documents in the EDM portal?

<p>Click thumbnails to switch between documents (B)</p> Signup and view all the answers

How should a FedEx employee introduce themselves to a customer during a call?

<p>By greeting the customer warmly and stating their name and purpose (C)</p> Signup and view all the answers

What does the ECCO scan indicate?

<p>A package is at a specific location and the CBP clearance process has been initiated. (D)</p> Signup and view all the answers

Which scan indicates that a package has been delayed?

<p>ECCO – IN CLEARANCE AREA (B)</p> Signup and view all the answers

What does the ECCO – IN TRANSIT AREA scan signify?

<p>The shipment has left the CBP area and is heading to another destination. (A)</p> Signup and view all the answers

What might be a format for the actual clearance scan?

<p>It varies based on the value of the shipment and clearance requirements. (A)</p> Signup and view all the answers

What is indicated by the ECCO – CLEARANCE COMPLETED scan?

<p>The package has been sent out for delivery. (B)</p> Signup and view all the answers

Which scan indicates that the CBP clearance process has not yet been completed?

<p>ECCO – IN CLEARANCE AREA (A)</p> Signup and view all the answers

Which of the following is true regarding ECCO scans at offshore locations?

<p>Offshore locations may not provide any scans indicating CBP clearance. (B)</p> Signup and view all the answers

What should you refer to when interpreting an ECCO scan?

<p>The STATUS/COMMENT column for that package. (D)</p> Signup and view all the answers

Flashcards

Inbound Contact Type

Indicates that the contact originated from an external source.

Research Reason

The purpose of the inbound contact, specifically for Clearance Log updates by ECR Teams.

Channel: Phone

Indicates the method of contact used, a phone call.

Channel: External Email System

Indicates the method of contact used, an email.

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Contact Outcome

The result of the contact interaction.

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Complete Log Entry

Requires filling in all available fields and clicking the "Submit" button to save the contact information.

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CIIF System

A system used to send DocuSign links for specific cases (5106), and recorded as an outbound contact.

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Additional Notes

Field used to record extra information from multiple recipients in an email, or comments specific to outbound contacts or cases.

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Adding Case Notes

Adding a new comment or update to a case.

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Replying to Case Notes

Responding to a comment or request in the case notes.

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Handling a Case

The actions a user can take to work on a case, including searching, adding notes, logging calls, adding attachments, and viewing helpful hints.

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Clearance Log

Recording contact attempts (outbound and inbound) and reasons for no contact when working a Clearance Case in CEBS.

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Contact Attempted

Logging details of a contact attempt (outbound or inbound) within the Clearance Log.

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Case Note Comments

Comments you add to a case; the newest comes first.

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Attachment Icon

An icon used to add documents to a comment or reply in a case.

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Initial Interaction

The beginning steps to contribute to the processing of a case, according to the user manual.

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Updating Clearance Log after Auto Resolve

To update the clearance log when a case is set to auto-resolve, you must first cancel the auto-resolve setting.

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Cancel Auto Resolve

A step in updating the Clearance Log when a case is set for Auto Resolve. It has to be cancelled to edit details.

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Outbound Contact Attempts - Phone

Recording calls made to resolve a case. Includes Type, Reason, Channel, Contact Outcome, and Contact Information

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Outbound Contact Attempts Type

Selecting 'Outbound' to indicate an outgoing case-related call.

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Outbound Contact Attempts Reason

Selecting 'Research' to indicate the reason for the phone call as part of a case review or update

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Outbound Contact Attempts Channel

Selecting 'Phone' as the medium used for the case-related call.

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Contact Outcome (Phone)

Selecting the result of the outbound phone call (e.g., bad contact info, success)

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Outbound Contact Attempts - Email

Tracking outbound emails in a case resolution.

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Email Channel

Selecting 'External Email System' as the means of communication.

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Contact Outcome (Email)

Not available for email recording, due to the nature of email communication.

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ECCO Scan

A scan placed on international packages to indicate a specific location and that CBP clearance has begun.

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ECCO - IN TRANSIT AREA

Indicates a package is in a customs area, but not yet cleared by customs. It moves to other customs locations.

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ECCO - TRANSIT COMPLETED

Indicates the package has left the customs area and is on its way to the next location.

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ECCO - IN CLEARANCE AREA

The package is at a customs location, and customs processing is started.

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ECCO - CLEARANCE COMPLETED

The package has cleared customs.

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Customs Clearance

The process by which international packages are inspected and approved for import or export.

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GSDR/EDM

FedEx's document system for storing and sharing documents; search it for missing clearance documents.

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Express Search

GSDR search tool for multiple AWBs at once.

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AWB

Air Waybill number, used to identify a shipment.

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CEBS

Case management system used to attach documents from GSDR for clearances.

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Document Attachment

Adding documents from GSDR to cases in CEBS to support clearances.

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Telephone Courtesy

Customer service guideline for answering calls promptly, speaking pleasantly, and following up timely on calls.

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Virtual Call Center (VCC)

Handles unanswered calls, directs calls.

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POD Scan Type

Indicates that the shipment has been delivered.

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VAN Scan Type

Indicates that the shipment is out for delivery.

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STAT 60 Scan Type

Bond cage scan at the port of clearance.

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STAT 65 Scan Type

Package released by customs at the clearance point.

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STAT 55 Scan Type

Regulatory agency clearance delay at the port of clearance (only for US Hub Ports).

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HOP Scan Type

Shipment has left the port of clearance (only for US Hub Ports).

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ECCO Scan Type

Expedited Customs Clearance Scan (local procedures vary).

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PUP/PUX Scan Type

Pick Up/Pick Up Exception Scan.

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AFW Hub Port Code

Alliance/Fort Worth.

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ANC Hub Port Code

Anchorage.

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EWR Hub Port Code

Newark.

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GAR Hub Port Code

Gardena.

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HNX Hub Port Code

Honolulu.

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IND Hub Port Code

Indianapolis.

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LAX Hub Port Code

Los Angeles.

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MEM Hub Port Code

Memphis.

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MEC Hub Port Code

Memphis Container.

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MIC Hub Port Code

Miami Container.

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MIX Hub Port Code

Miami Express.

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OAK Hub Port Code

Oakland.

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ORD Hub Port Code

Chicago.

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Study Notes

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.

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Related Documents

FedEx GSSC Training - Past Paper PDF

Description

Test your knowledge on the procedures ECR Team Members must follow when entering information into the Log. This includes logging contacts, sending emails, and updating the Clearance Log. Understand the necessary actions required to ensure accurate record-keeping within the team.

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