CEBS Clearance Log DLP PDF

Express Clearance Resolution CEBS Clearance Log DLP Purpose: The Clearance Log in CEBS will be used for all Clearance Cases assigned to the Express Clearance Resolution Teams to record outbound contact attempts made via phone and/or email, inbound c...

Express Clearance Resolution CEBS Clearance Log DLP Purpose: The Clearance Log in CEBS will be used for all Clearance Cases assigned to the Express Clearance Resolution Teams to record outbound contact attempts made via phone and/or email, inbound contacts received via phone and/or email and to indicate the reason(s) when no contact is made. The Clearance Log details will populate the Notification History tab within the Case Summary for reference and to ensure that the minimum contacts (when required) have been made for Storage Fee assessment. The use of the Clearance Log does not replace the internal ECR requirement to use an updated Pseudo for each assigned case. Systems: CEBS Procedure: When working a Clearance Case in CEBS, the Clearance Log must be used to record all outbound contact attempts, all inbound contacts received and the reason(s) when no contact is made. Each of the scenarios will be listed below as reference. Quick Links added for ease of navigation: Updating the Clearance Log Updating the Clearance Log when Case is Set for Auto Resolve Recording Outbound Contact Attempts – Phone Recording Outbound Contact Attempts – Email Recording Inbound Contacts Received – Phone Recording Inbound Contacts Received – Email Recording No Contact Reasons Reviewing Clearance Log Updates NOTES Page 1 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Updating the Clearance Log: Updates to the Clearance Log may be made when working a case from your assigned worklist (My Worklist) in CEBS or when working a case that is assigned to another user. In an effort to save time and duplication, but also for ease of reference when other users may be reviewing the case, please add an update to the Case Notes after the Log has been updated: Contact Attempted – See Case Summary Contact Received – See Case Summary ** A request has been submitted to the CMOD Team to have the Clearance Log information automatically populate into the Case Notes or have a notification message added, but it has not yet been put into production. 1. From the main case screen in CEBS, click on the Log Clearance Details + hyperlink: 2. Your options within the Clearance Log pop-up window will change based on the Type and Channel selected. Page 2 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Updating the Clearance Log when Case is Set for Auto Resolve: 1. If you need to update the Clearance Log after the case is set for Auto Resolve, you must Cancel Auto Resolve first. a. Hit Work Case: b. Hit Cancel Auto Resolve: c. Hit the Back button: d. Now, the Log Clearance Details link is available: e. Hit Submit to save your Clearance Log details and then you can proceed to set the case to Auto Resolve again: Page 3 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Recording Outbound Contact Attempts – Phone 1. For Type: Choose the radio button for OutBound 2. For Reason: Choose the radio button for Research a. ** ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select Phone from the dropdown list 4. For Contact Outcome: Select the appropriate outcome from the dropdown list: a. ** Bad contact info should be selected when an outbound phone attempt is made, but unsuccessful due to wrong number or invalid number. 5. Update the Contact Info fields as appropriate and click the Save button to record the information. a. IMPORTANT – The data will not save to the Log until the Submit button is also clicked from the main case screen. b. Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. Page 4 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Recording Outbound Contact Attempts – Email 1. For Type: choose the radio button for OutBound 2. For Reason: choose the radio button for Research a. ** ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select External Email System from the dropdown list 4. The Contact Outcome is not available for Emails sent 5. Update the Contact Info fields as appropriate and click the Save button to record the information. a. IMPORTANT - The data will not save to the Log until the Submit button is also clicked from the main case screen. b. Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. c. When an email is sent to multiple recipients, the additional email addresses should be added to the Additional Notes field as reference. 6. When CIIF is used to send the DocuSign Link for Clearance Documents, the email address should be logged as an Outbound Contact with the CIIF Req ID in comments. Page 5 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Recording Inbound Contacts Received – Phone 1. For Type: Choose the radio button for InBound 2. For Reason: Choose the radio button for Research a. ** ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select Phone from the dropdown list 4. For Contact Outcome: Select the appropriate outcome from the dropdown list: 1. Update the Contact Info fields as appropriate and click the Save button to record the information. a. IMPORTANT - The data will not save to the Log until the Submit button is also clicked from the main case screen. b. Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. Page 6 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Recording Inbound Contacts Received – Email 1. For Type: Choose the radio button for InBound 2. For Reason: Choose the radio button for Research a. ** ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select External Email System from the dropdown list 4. For Contact Outcome: Select the appropriate outcome from the dropdown list: 5. Update the Contact Info fields as appropriate and click the Save button to record the information. a. IMPORTANT - The data will not save to the Log until the Submit button is also clicked from the main case screen. b. Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. Page 7 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Recording No Contact Reasons 1. For Type: No selection needed 2. For Reason: Choose the radio button for Research a. ** ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: No selection needed 4. For Contact Outcome: No selection needed 5. Check No Contact and Select the appropriate No Contact Reason from the dropdown list: 6. Update the Additional Notes under Contact Info as appropriate based on your No Contact Reason (details below) and click the Save button to record the information. IMPORTANT - The data will not save to the Log until the Submit button is also clicked from the main case screen. a. When CCP Instructions is selected, the following information should be updated into the Additional Notes section: i. CCP Profile Reference Number (PRN) & Customer Name (you can copy right from CCP) For example: 9537829 - FFF+US INC ii. Any specific processing or handling instructions, such as database usage or BSO instructions. If NRTC, please add to notes (NRTC - Info in CCP) b. When Contact Information Unknown is selected, the following information should be updated into the Additional Notes section: i. Any systems (internal or external) that you used to try to obtain contact information (i.e., CCP, Duplex, Google, etc.) c. When Information already provided is selected, the following information should be updated into the Additional Notes section: i. How the information was provided: Updated in CEBS via a Case update and/or attachment or sent to [email protected] and attached to case. ii. If the shipment was an NRTC, indicate NRTC & the reason why (i.e., NRTC - All info on docs; NRTC - Valid SEC321; NRTC - HTS in database; etc.) d. When Per SOP is selected, the following information should be updated into the Additional Notes section: i. CCP Profile Reference Number (PRN) & Customer Name (you can copy right from CCP) For example: 7912912 - FARFETCH UK LIMITED ii. Any specific processing or handling instructions, such as database usage or BSO instructions Page 8 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Reviewing Clearance Log Updates When working or reviewing a case on behalf of another user or one that has been transferred to your worklist, it is important to check the Clearance Log for contact information and history. 1. From the main case screen in CEBS, click on Case Summary: 2. On the Case Summary pop-up, choose Notification History: 3. Any contacts logged will be visible. You may have to use the scrolling bar at the bottom to see all columns: 4. Use the carat/arrow in the first column to open the contact entry and view all the contact details. You can only open 1 contact at a time. The below example is for reference only to show all details. 5. You can exit at any time by clicking the X in the right corner: Page 9 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP NOTES:  Tasks to Origin should not be added to the Clearance Log as a contact.  Internal contacts made to Clearance Hub Teams, Select Teams, SBP, etc. should not be added to the Clearance Log as a contact. An update regarding the contact can be added to Case Notes.  Multiple contacts back and forth on the same day to the same contact can be updated once on the Clearance Log with a summary of the details, as needed, in Case Notes.  EXCEPTION – Any time the customer provides the required information for entry submission, a contact should be logged, even if it is the same day as other contacts.  If your case defaults to the Resolve Screen, you can hit the Back button to get to the Log Clearance Details link.  When CIIF is used to send the DocuSign Link for Clearance Documents, the email address should be logged as an Outbound Contact with the CIIF Req ID in comments.  The recommended order for case updates is as follows: 1. Update Case Notes 2. Update Clearance Log 3. Set for Auto Resolve – as needed (once ready for processing/TBK) 4. Update Pseudo Page 10 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)  Express Clearance Resolution CEBS Clearance Log DLP Revision History: (required) Date Revision Made By Whom (Employee #) 9/22/2023 Updated Recording No Contact Reasons section for Type, 446248 Channel & Contact Outcome to “No selection needed” 10/10/2023 Added instructions for updating Log when case is on Auto 446248 Resolve & recommended order for case updates 10/19/2023 Added instructions for updating Log when CIIF is used 446248 11/10/2023 Added headings & hyperlinks. Added additional details for 446248 logging NRTC as No Contact. Changed “5106” to “Clearance Documents” when logging CIIF Requests sent. Added Note for exceptions about logging contact when information is received for entry submission. Page 11 of 11 Created Date: 8/18/2023 Revision Date: 11/10/2023 Contact for Revisions: Dawn Tresmond (446248)