Case Creation
Zoho Case Creation — SOP Steps 1–20
Internal Training • Create cases correctly so SLA + performance tracking stays accurate
Outcome: cases are linked, classified, timestamped, and documented correctly
Creation accuracy = everything
A Case is “properly created” only when it is linked to the correct client/contact, classified accurately, timestamped correctly for SLA tracking, and documented clearly so another team member can continue.
Steps: 1–20
Timing rule: log same day the request is received
Standard: clear Description + Internal Comments
What you must get right
- Client + Contact linking (no orphan cases)
- Correct Case Type/Reason/Origin
- Priority + Status that matches reality
- Accurate timestamps for SLA tracking
- Documented work trail (handover-ready)
Important: Step 21 (closing) is covered in the final lesson.
Steps 1–20 (open each step)
Each step includes: what to do, how to do it, and the quality standard.
Step 1 — Decide when a Case must be created (mandatory triggers) ›
Task
Decision rule (non-negotiable)
- Create a Case when the request must be tracked to completion (submission/filing/formal update/outcome).
- Do not create a Case for every conversation — but do not “hide” real work in chats.
Timeline: same day request is received.
Quality standard
Minimum classification categories
- Log with the correct Case Type/Reason based on your internal list (regulatory, maintenance, onboarding/offboarding, insurer requests, escalation, technical/portal support, triage).
Common mistake: delaying logging because “I’ll do it later” — this breaks SLA accuracy.
Step 2 — Open Cases from inside the Client Account (preferred) ›
How
Preferred path (reduces errors)
- Open the client Account record → scroll to Related Lists → click Cases.
- Create the Case from here so the client link is automatically correct.
Timeline: immediately when a case is required.
Quality standard
What “done” means
- Your case is linked to the correct Account before you fill anything else.
Step 3 — Open Cases from left panel search (alternative method) ›
Use only if you are not already inside the Account record.
How
Alternative path
- Use left navigation search → type “Cases” → open Cases module → create new Case.
- Manually link to the correct Account/Contact (double-check before saving).
Risk control
Why this is riskier
- This method increases “wrong client” errors if you don’t link carefully.
Common mistake: saving before the Account/Contact is linked.
Step 4 — Set the Date & Time Logged (accuracy to the minute) ›
Rule
Use your laptop/system time
- Date/time must be accurate to the minute because SLA tracking relies on it.
Timeline: immediately on case creation.
Why it matters
SLA + performance link
- Incorrect timestamps distort workload reporting and make performance unfair.
Step 5 — Capture a clear Case Subject (specific, searchable) ›
Standard
Subject must explain the work
- Write the work item + outcome target (not “Help”).
- Keep it consistent so reporting/search works.
Example: “CIPC Annual Return Submission — 2026”.
Common mistakes
Avoid vague subjects
- Do not use “Follow up”, “Urgent”, “Client call” as a Subject.
Step 6 — Select the correct Case Type ›
Task
Classify the work correctly
- Select the Case Type that matches the work category (drives reporting and routing).
- If unsure, use triage/unclassified and escalate for correct classification (don’t guess repeatedly).
Quality standard
Why this matters
- Wrong types distort team performance and misroute work.
Step 7 — Select the correct Case Reason ›
Task
Reason must match the trigger
- Use the closest reason that explains “why the case exists”.
- Reason supports reporting and pattern tracking (common client needs).
Common mistake
Avoid random selection
- Do not choose a reason just to save — ask if unsure.
Step 8 — Select the correct Case Origin ›
Task
Where did the request come from?
- Select origin accurately (WhatsApp/email/call/portal/etc.) for channel reporting.
Why it matters
Operational learning
- Origin data helps improve response speed per channel.
Step 9 — Link the Related Contact (mandatory) ›
Rule
No contact = poor accountability
- Select the correct client person linked to the Account.
- If the person is not in Zoho, add them correctly before proceeding.
Common mistake
Wrong contact
- Do not use a random staff contact or generic placeholder.
Step 10 — Complete “Case Logged By” (correct staff member) ›
Task
Performance fairness
- Ensure Case Logged By reflects who received/logged the instruction.
- This field is used in performance measurement.
Common mistake
Don’t “borrow” names
- Never select someone else because they will work on it later.
Step 11 — Assign the Case Owner correctly ›
Task
Ownership prevents stalling
- Assign to the person responsible to drive the work to completion.
- If you are unsure, escalate to manager for assignment.
Quality standard
Visibility
- Owner must match who is actually expected to act next.
Step 12 — Set Priority correctly ›
Task
Use the internal priority rules
- Set priority based on urgency/impact/SLA (not emotion).
- If priority is unclear, use standard/triage and ask for confirmation.
Reminder: priority affects workload queues and manager oversight.
Common mistake
Everything cannot be “High”
- Overuse of High priority is SLA abuse and distorts reporting.
Step 13 — Set Status to reflect reality (Open) ›
Status must reflect reality. “Open” means active work is required.
Rule
Start correctly
- Newly created cases must start in the correct “active work” status.
Common mistake
Wrong early status
- Don’t set to Awaiting Client unless you are truly blocked by the client.
Step 14 — Write a clear Description (what was requested + expected outcome) ›
Standard
Description must be handover-ready
- Include: what the client instructed, what must be delivered, and any deadlines/constraints.
- Write so another staff member can continue without calling you.
Example
Good description
- “Client instructed us to file BO update; required docs received; target submission today; will capture reference number on completion.”
Step 15 — Add Internal Comments (work notes for the team) ›
Internal comments are your running audit trail: actions taken, dates, references, next steps.
Rule: if someone leaves/absent, the internal comments must make continuation easy.
Step 16 — Attach relevant documents (where required) ›
Attach supporting documents needed to complete the work and prove it (avoid uploading duplicates or irrelevant files).
Common mistake: missing proof attachments that later force rework or audit gaps.
Step 17 — Confirm required fields are complete before saving ›
Before Save: confirm Account, Contact, Subject, Type/Reason/Origin, Logged By, Owner, Priority, Status, and timestamps.
Quality check: no “orphan” cases and no missing mandatory fields.
Step 18 — Save the Case and confirm it appears under the correct client ›
After Save: open the client Account → Cases related list and confirm the Case is visible and correctly linked.
Step 19 — Confirm the case is included in performance tracking (sync fields) ›
Ensure tracking fields used for reporting are correct (especially Logged By, timestamps, status, priority).
Risk: wrong tracking fields distort performance results.
Step 20 — Start working the case (status must reflect reality) ›
Once created, progression begins immediately. Keep statuses truthful: Open = active work; Awaiting Client = blocked; Escalated = manager intervention; On Hold = client pause.
Mini Quiz — Case Creation
Check understanding of steps 1–20.
1) The preferred way to create a case is:
2) Why must Date/Time Logged be accurate to the minute?
3) Which set is “mandatory completion before save”?