Zoho Rep Lifecycle — Intro & Background

Zoho Rep Lifecycle Operations

Internal onboarding • Add | Remove | Modify representatives • Automation-driven workflow

Outcome: request processed correctly + Case auto-closed + tracking is accurate

What this manual teaches you (and why it matters)

This process is designed to be consistent, auditable, and measurable. Every Rep lifecycle request starts with a client form and ends with a closed Case in Zoho — which drives performance tracking, accountability, and client communication.

Requests: Rep Additions (RA00xx), Removals (RR00xx), Modifications (RM00xx)

Your role: Duty Officer (verify + action + capture internal fields)

Non-negotiable: KI approval must be “Yes” before you proceed

Systems you will use

Client forms (JotForm): request starts here
Zoho: Requests module + internal fields + related lists
FSCA e-Portal: where the real FSCA action happens
FSCA verification pages: debarment / appointed-elsewhere checks

Golden rule: Your job is not only “doing the FSCA action” — it’s making sure Zoho reflects the truth so tracking and service standards work.

How the automation works (big picture)

This is the flow you must understand before you touch any request record.

The lifecycle flow from start to finish

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Client completes a JotForm (Add / Remove / Modify).
Zoho automation creates the correct request record and sends a notification to the duty team inbox.
Duty Officer opens the request record, verifies details, and performs the FSCA action.
Duty Officer completes the INTERNAL section and saves the record.
On Save, automation runs: a closed Case is created and confirmation email(s) are sent.
Duty Officer verifies Connected Records + Emails, then opens the linked Case and sets Case logged by = their name.

Why this design exists: It prevents missing steps, forces standardisation, and makes performance measurement fair and accurate.

Mandatory operating rules (non-negotiables)

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Never proceed unless “KI has approved this request?” = Yes.
Always click Edit before capturing internal fields or changes.
Do NOT touch Management Review (auto-updated for Teamflect tracking).
After saving, you MUST verify: (1) Connected Records shows the closed Case; and (2) Emails shows confirmation email(s).
You MUST open the linked Case and set Case logged by = your name (audit + performance tracking).

Reference links (forms + platforms)

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Rep Addition form: https://form.jotform.com/250244289100044
Rep Removal form: https://form.jotform.com/250246124090042
Rep Modification form: https://form.jotform.com/250251264674051
FSCA e-Portal: https://www.fsca.co.za/Pages/Default.aspx → Regulated Entities → E-Services → FAIS

Links are for reference only — your actions must be recorded inside Zoho.

Play & Learn — “What happens next?” (automation drill)

Select one option per scenario for instant feedback.

Scenario 1: A client submits a Rep Add form. What should happen next?

You immediately create a Case manually and start work. Zoho automation creates the request record and emails the duty inbox. You wait for the team lead to assign it before opening anything.

Scenario 2: You opened an RA00xx request. Before capturing internal fields, what must you do?

Click Edit first, then capture INTERNAL fields. Type notes quickly and save immediately. Update Management Review so your performance looks good.

Scenario 3: You saved the request after completing INTERNAL fields. What must you verify?

Nothing — automation will handle everything. Connected Records shows the closed Case AND Emails shows confirmation email(s). Only that the status looks “closed”.

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