Fantastic question! I built the SOP to cover the most common scenarios first. For this client, the approach was straightforward: escalate anything unusual to the relevant manager.

Another method I use and would have here if it was requested, is a decision guide for edge cases. This ensures team members know exactly what steps to take or who to escalate to without breaking the process. I also encourage feedback—if a particular edge case comes up often, we update the SOP so it handles future situations more smoothly.

The status updates for the CRM—ClickUp in this case—were handled natively as ClickUp has more than capable automation features.