Choose a case involving a real decision
First ask which cases colleagues regularly seek advice on. Choose a case that is likely to come up again soon and that the successor will handle in future. This could be a difficult scheduling task, a complaint or the preparation of a quote.
To do this, open a completed case. A delivery note, for example, shows the part ordered; but it does not explain which customer detail was decisive in the selection. This is exactly the link between indicator and decision that you need for the handover. Have it explained using a specific document and also record when the same solution would be unsuitable.
Make the explanation findable again later
Nexoria makes shared documents accessible through document search and the AI assistant Nex. Results and answers refer to sources; workspaces limit the available collection. A documented case note can thus become findable together with the associated documents. Your team must first explain and record the knowledge behind the decision.
Give the note a title that a new person would also use, such as “Determine the spare part before the service appointment”. Add internal shorthand terms as a supplement. This keeps the explanation understandable without the successor already having to master the language of long-standing employees.
You can use these five questions straight away
Copy the questions into your conversation notes and answer them using the selected case. The successor leads the conversation; the experienced person shows the relevant documents. If an answer consists only of “You can just tell”, have the visible sign described or walk through the situation together.
1. What was the situation, and how did you recognise that a particular decision was needed here?
2. Which document or observation was decisive, and where can I find it?
3. Which step did you choose, and why were other options less suitable?
4. Under what conditions would this approach not work, and whom should I involve then?
5. Who will handle this case in future, and which change should prompt us to review the note?
This is what a completed case note looks like
The following example is fictitious. At a technical service company, there are two connection variants of a system. The model designation alone is therefore not enough for service scheduling. The previous scheduler always requested a photo before selecting parts. The case note makes her reasoning visible to the successor.
Title: Clarify connection variant before the service appointment
Trigger: the customer gives the system model; the connection version cannot be identified from the order.
Key indicator: for this model, the approved sample documents contain two different connection versions.
Next step: request a suitable photo and pass it to the responsible technical specialist for identification.
Reasoning: in this case, the model designation is not sufficient to select the right spare part.
Limit: if the photo is unclear or no documented version matches, the technical specialist must decide on further checks.
Sources: approved variant overview and the associated completed service order, each with its document status.
Responsibility: service scheduling maintains the note after technical confirmation; it is reviewed again if the variant overview changes.
Test the handover before the last working day
Give the successor a similar practice case without telling them how to solve it. They should find the right note, justify the next step and name the limits of the guidance. Also have them open the linked source. A result with a matching title is not enough if the document relates to a different variant.
Note the points at which further explanations are needed. If the search term is missing, add it. If a justification is missing, add the decision note. If practical experience is missing, plan for working on it together. Not every skill can be meaningfully put into text.
How big does the start need to be? For the first test, a clearly defined area of work and a few representative cases are enough. Further effort depends on how much knowledge first needs to be explained, which documents exist and who will maintain them in future. Assign this responsibility before building a larger collection. A growing repository only helps the successor once they can tell which explanation applies to their case.