STANDARD WORK INSTRUCTION Title Adding Labels Process Email

STANDARD WORK INSTRUCTION Title: Adding Labels Process: Email Management (Desk. com) Doc#: DCEMR-SWI-EM-004 Rev#: 1. 0 05/06/15 Date: Work Instruction Steps 1 a S E Major Step Q (What) 1 b Key Point (How) Reason (Why) 1 Open a case a) Once signed in to desk. com, select the case filter you wish to review b) Select the case you want to open by clicking on the subject header link. To gain access and review open case 2 Review case a) Once the case is open, you may proceed review the case. To evaluate the situation 3 Select a label Labels are the equivalent of a category used in Outlook. Any cases that will not be responded to upon review and need to wait for additional work , must have a label added. See below for the scenarios that apply. a) With the case still open, go over to the side bar on the left hand side of your screen. b) Under “Labels field, select the label that best fits the situation presented in the case. *Note that only the following labels should be used by XPO: XPO- Manual Booking Pending to create manual booking. XPO- Priority Service Needs to be visible for priority service shipment follow up XPO - System Issues Pending follow up due to current system issues To indicate the type of situation pending 4 Update case a) To fully complete and save updates on case 3 4 Once notes and all desired updates are added, proceed to update by selecting: No email content populated - “Update” on the bottom right, corner of the screen if the case should remain open as it requires follow up from another Desk. com group. -“Update & Resolve” on the bottom right, corner if the case is responded to. No further action is needed from any Desk. com groups without receiving any further details from the involved party on case. This can also be used if the no response is needed and case can be closed. With email content populated - “Update & Send” on the bottom right, corner of the screen if the case should remain open as it requires follow up from another Desk. com group. - “Update, Send, & Resolve” on the bottom right, corner if the case is responded to. No further action is needed from any Desk. com groups without receiving any further details from the involved party on case. This can also be used if the case can be considered closed as no further response or follow up is needed. *Selecting “Resolve” will close the case and lose visibility to case. Do not select resolve if only adding a label. Quality Safety Prepared By: Freddy Ibarra Reviewed By: Approved By: Tamas Horvath Cost Date: 10/29/14 Delivery Morale * This printed document is an uncontrolled document, unless in a controlled location * Page 1