Orientation & Core Concepts
Zoho Case Management — Orientation & Core Concepts
Internal Training • Understand what a Case is, when to log it, and how automation/performance links to your actions
Why this matters
A Case is not “admin”. It is the official record that proves client work was requested, actioned, completed, and closed. If someone can later ask “Was this done, when, and by whom?” it must be tracked properly — because your SLA reporting, performance scoring, and client survey trigger depend on it.
Learning objectives
- Know what a Case is (and what it is not)
- Decide correctly: Desk vs Case vs Note
- Understand mandatory triggers
- Understand the automation link: timestamps → SLA → survey
Case
Official, trackable client work to a defined outcome.
Use when the request creates an obligation to perform work that must be tracked to completion (submissions, filings, formal updates, regulator correspondence, documented outcome).
Desk
Support conversations with no formal tracked outcome.
Use for queries/support where no submission/filing/proof is required. If later someone could audit “was this done?”, it’s not Desk — it’s a Case.
Note
Non-case interaction record (your internal continuity rule).
Your NCC rule: every client interaction that does not require a Case must still be documented as a Note so the team can continue if someone is absent/leaves.
Core rules you must apply every day
Open each section and learn the decision logic (not clicking).
1) What counts as a “Client Instruction”? ›
A client instruction is any request that creates an obligation to perform work that must be tracked to completion. If it results in a submission, filing, formal update, regulatory correspondence, or any documented outcome, it must become a Case.
- Example: “Please submit our annual return.” → Case (tracked to submission and reference number)
- Example: “Can you confirm what documents are needed?” → Desk (support/query), then Note
2) Desk vs Case decision ›
Desk = support, queries, conversations with no formal submission or tracked outcome.
Case = work that must be completed, evidenced, and closed.
Decision test: If someone could later ask “Was this done, when, and by whom?” → log a Case.
3) Mandatory Case triggers (non-negotiable) ›
Cases must be created for:
- Regulatory submissions/filings and maintenance work
- Governance changes and onboarding/offboarding work
- Requests requiring proof or audit trail
- Escalations requiring manager intervention
Example: “Change director details” → Case (because proof + outcome required).
4) Why automation cares about your accuracy ›
Your timestamps and statuses feed internal reporting. If you log late, keep cases open incorrectly, or use the wrong status, it distorts SLA and performance reporting.
- Date/Time Logged → SLA starts tracking
- Status must reflect reality (Open, Awaiting Client, Escalated, On Hold)
- Closure triggers the client survey automatically (system controlled)
5) The “handover” standard for your notes and descriptions ›
The standard is simple: if you are absent tomorrow, another team member must be able to open your Case and immediately understand: what was requested, what was done, what is outstanding, and what the next step is.
- Bad: “Submitted.”
- Good: “Submitted annual return on 10 Jan 2026; reference AR-12345; awaiting CIPC confirmation email; next follow-up 12 Jan 2026.”
Mini Quiz — Orientation
Select answers and click “Check answers”.
1) Which one must be logged as a Case?
2) The best “decision test” for Case vs Desk is:
3) Your NCC rule for Notes is: