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Working in Client Operations

SOP manual for the Client Operations area covering onboarding queues, managed-compliance task tracking, and sector-pack oversight.

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Working in Client Operations

This page shows internal users how to monitor client onboarding, managed-compliance service work, and sector-pack availability without assuming these screens are full record-creation consoles.

Product: VerityLaw
Module: Client Operations
Role: Client operations lead, onboarding operator, managed-service operator, account lead
Difficulty: Beginner to Intermediate
Time: 8 to 10 minutes
Last Updated: 2026-03-10
Version: Current repo baseline

Before You Start

  • Sign in to the internal VerityLaw dashboard.
  • Know the client reference, jurisdiction, or service queue you need to review.
  • Be clear whether you are checking onboarding progress, managed work, or pack availability.

What is the Client Operations area?

The Client Operations area is the service-delivery side of the internal dashboard. It helps you see what is already in motion for a client after sale, onboarding, or managed-service setup.

When do you use this?

Use these screens when a new client is being onboarded, when your team is running managed compliance work for a client, or when you need to confirm whether a sector pack is enabled. These screens are useful for operational control, not for promising hidden workflows that are not visible in the current UI.

Where do you find it?

Primary path: Dashboard -> left sidebar -> Client Operations

Current routes:

  • /dashboard/onboarding
  • /dashboard/managed-compliance
  • /dashboard/sector-packs

How do you work in this area?

Review client onboarding

  1. Open Client Onboarding.
  2. Review the summary cards for Total Cases, Pending, In Progress, and Completed.
  3. Read the onboarding table row by row.
  4. Confirm the Client Ref, Type, Jurisdiction, Product Pack, Tasks, Status, and Created date.
  5. Use the task counter to see whether a case is moving or stalled.

Use this screen as a queue and status board. The current page does not expose a create or edit action for onboarding cases.

Run the managed-compliance desk

  1. Open Managed Compliance.
  2. Review the cards for Total Tasks, Open, Assigned, Pending Approval, and Completed.
  3. In the Service Tasks table, check the Task Type, Description, Operator, Client Approval, and Status.
  4. Treat the Client Approval column as the main decision checkpoint when work is waiting on the client.
  5. Escalate blocked or unclear items outside this page if reassignment or record changes are needed.

The current screen is operationally useful, but it is still a table-first monitor. It does not expose a task-detail workflow from this page.

Check sector-pack availability

  1. Open Sector Packs.
  2. Review the totals for Total Packs, Enabled, and Disabled.
  3. In Available Packs, confirm the Pack Name, Sector, Status, Enabled Date, and Disabled Date.
  4. Check the pack status before you tell a client that a sector-specific setup is available.
  5. If a pack is missing or disabled unexpectedly, escalate it instead of assuming you can enable it from this screen.

This page is a register view. The current UI does not expose an enable, disable, or create action from the route itself.

What if something does not look right?

"The onboarding case I expected is not listed"

What it means: The page only shows existing onboarding records.

What to do: Confirm the correct client reference first, then check the upstream intake or ask the internal team that creates onboarding records.

"A managed task says client approval is not required"

What it means: The task can continue without a separate client-approval state.

What to do: Work from the main task status and operator assignment instead of waiting for an approval that will never appear.

"The sector pack exists, but I cannot change it here"

What it means: The route is currently an oversight register, not a maintenance console.

What to do: Record the issue and escalate it through the internal admin or product process.

What's Next

Related Pages

Still Stuck?

  • Check the sidebar labels again and confirm you are in Client Operations.
  • Use the screen map if you are unsure which route owns the record you need.
  • Contact support: support@veva.co.za

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