How this exercise works
Read the compliance-related scenario. Then:
(1) Choose the best note from the example notes, and
(2) Tick what could make the chosen note even better (or how to fix a weak note).
Click Check for instant feedback.
Success criteria
Best note must clearly show
Method + Summary/Instruction + Action taken + Next step + Deadline + Owner, with a meaningful title.
It must be professional and written for handover.
Common mistakes
Weak notes usually fail because
No title, vague “spoke to client”, missing next step/deadline, unprofessional tone,
or missing what the client actually instructed.
Scenario: Client risk + compliance clarity
Imagine you are working on a client record. This interaction does not need a Case, but it must be captured as a Note.
The client (an FSP applicant) sends a WhatsApp message saying they are getting pressure to “just submit quickly” and they ask if we can proceed even though their
proof of address is not certified. They also mention that the director is travelling and cannot sign documents today.
You explain that documents must meet the SOP standard before submission and you send the checklist again.
You agree to follow up tomorrow at 10:00 after you confirm what is outstanding.
Method: WhatsApp
Client instruction: wants to proceed fast without certified POA; director cannot sign today
Action taken: explained standard, sent checklist
Next step: follow up tomorrow at 10:00
Choose the best note
Click one note option. You can only select one.
Spoke to client on WhatsApp. They want to submit quickly. Sent them info.
Title: Client being difficult
Method: WhatsApp
Summary: Client pushing to submit even though docs are not right.
Action Taken: Told them no.
Owner: [Your Name]
Title: Client Instruction – Document Standard (POA + Signatures)
Method: WhatsApp
Summary: Client requested that we proceed with submission although proof of address is not certified. Client advised director is travelling and cannot sign today.
Action Taken: Explained SOP requirement that submission cannot proceed until required documents meet standard. Re-sent document checklist and requested certified proof of address + signed outstanding documents.
Next Step + Deadline: Follow up with client tomorrow at 10:00 to confirm outstanding documents and expected completion date.
Owner: [Your Name]
Title: WhatsApp Update
Method: WhatsApp
Summary: Client wants to proceed; POA not certified; director can’t sign today.
Action Taken: Sent checklist.
Next Step: Follow up soon.
Owner: [Your Name]
