Play and Learn: Cases in Zoho
Play & Learn — Zoho Cases (Practical Scenarios)
Internal Training • Choose the best course of action to protect SLA, performance reporting, and audit trail
How this works
You’ll get real-world scenarios. For each one, choose the best action based on the rules you learned: Case vs Desk vs Note, correct case creation (linking + classification + timestamps), truthful status/priority, and compliant closure (solution + minute-accurate closure time + surveys).
Reminders (non-negotiable)
- Create from Account → Related Lists → Cases where possible
- Before saving: Account + Contact + Subject + Type/Reason/Origin + Logged By + Owner + Priority + Status + timestamps
- Awaiting Client only when you are truly blocked by the client
- Escalated only when manager intervention is required
- Close only when fully resolved: Edit → Date Closed (minute) → Solution → Status Closed → Save
Quick Decision Map (keep this in your head)
If it needs evidence, reference numbers, submissions, filings, or a documented outcome — it is a Case.
Scenarios (choose the best course of action)
Tip: Pick the option that keeps the record auditable and the data truthful.
Scenario 1 — Case vs Desk vs Note
A client messages: “Please submit our CIPC annual return and send me the reference once done.” You have not opened any record yet.
Scenario 2 — Preferred creation path (linking)
You’re already inside the client’s Account record. You need to create a case for a compliance maintenance submission. What is the best next step to reduce linking errors?
Scenario 3 — Date/Time Logged (minute accuracy)
You received the instruction at 10:07 today but only created the case at 12:40. What should you capture in Date/Time Logged to protect SLA accuracy?
Scenario 4 — Mandatory fields before saving
You’re about to click Save, but you notice the case is linked to the Account only. Which best action meets the SOP quality standard?
Scenario 5 — Status must reflect reality
You have asked the client for outstanding documents and you cannot proceed without them. What is the best status to set now?
Scenario 6 — Escalation control
A case is at risk of breaching SLA because a regulatory deadline is today and you need manager approval to proceed. What is the best action?
Scenario 7 — Priority (don’t abuse “High”)
The client wants a general confirmation email with no submission required and no deadline. Which priority best fits your rules?
Scenario 8 — Closing correctly (Step 21 + surveys)
You completed the work and have the reference number. The client has been informed. What is the correct closure sequence and rule about surveys?