Representative Modifications

Rep Modifications (RM00xx) — SOP C

SOP C — Rep Modifications (RM00xx)

Use when rep details must be updated/changed • Follow SOP order strictly

Outcome: modification done + internal capture complete + automation verified

Why modifications require extra discipline

Modifications are dangerous when people “quick-fix” information without recording the truth. Your job is to ensure the request record explains what changed, the FSCA action is done correctly, and Zoho tracking remains accurate.

Record type: Rep Modification Requests (RM00xx)

Non-negotiable: KI approval must be Yes

After save: verify Connected Records + Emails

Reminder

Request starts with client form: https://form.jotform.com/250251264674051
Click Edit before capturing any internal fields.
Do not touch Management Review.
Verify automation after saving.

Tracking rule: Open linked Case and set Case logged by = your name.

Step-by-step (Aligned to the official SOP)

Open each step. Keep modifications clean, explainable and auditable.

Step 1 — Client completes electronic Rep Modification form

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The client submits the Rep Modification JotForm. This starts the workflow.

What you do: Wait for the Zoho RM00xx request record (no manual creation).

Step 2 — Open new Rep Modification Request in Zoho

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Open Zoho → Rep Modification Requests and locate the correct RM00xx record from the duty inbox notification.

Common mistake: changing data in Contacts/other modules before confirming what the request requires.

Step 3 — Enter Edit mode

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Open the RM record and click Edit. You must be in Edit mode before capturing INTERNAL fields.

Rule: No Edit = no internal capture.

Step 4 — Verify FSP and KI approval

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Confirm the FSP details and that “KI has approved this request?” = Yes. If No, stop and obtain approval first.

Stop rule: KI approval = No → you do not proceed.

Step 5 — Confirm exactly what must be modified

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Confirm what fields/data must change and what the supporting details are. The RM record must clearly show the “what” and “why”.

Quality standard: Another staff member must be able to explain the modification using only the RM00xx record.

Step 6 — Perform any required FSCA modification action

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Perform the modification action on FSCA platform where applicable to the request.

High-risk error: updating one system and forgetting the other (Zoho vs FSCA mismatch).

Step 7 — Capture INTERNAL fields in Zoho

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Complete INTERNAL fields accurately while still in Edit mode.

Do not touch: Management Review (auto-updated).

Step 8 — Set Send Auto Email = Yes

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Ensure Send Auto Email is Yes so confirmation email(s) trigger correctly.

Client service impact: This is part of professional delivery + follow-through.

Step 9 — Save the RM record (trigger automation)

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Save the record. This triggers automation that creates the linked closed Case and confirmation email(s).

Rule: No save = no automation.

Step 10 — Verify Connected Records and Emails

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After saving, verify: Connected Records shows the closed Case; Emails shows confirmation email(s).

Never assume: you must visually confirm both lists.

Step 11 — Open and update linked Case

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Open linked Rep Modification Case (Closed). Click Edit, set Case logged by = your name, Save.

Audit + performance tracking: ties the work to the correct person.

Step 12 — Final quality check: “can someone else continue?”

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Confirm the RM00xx record is complete and clear: what changed, what checks were done, what was the outcome.

Standard: If you go on leave, the next person can explain the work from the record alone.

Play & Learn — Rep Modifications (RM00xx) “Choose the correct move”

Practical drill: avoid the most common modification mistakes.

You want to “fix” a contact field quickly. What should you do first?

After saving, you see no confirmation email in Emails. What does that usually mean?

Why is “Case logged by = your name” mandatory even when the case is already closed?

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