Validate that the Customer Service Management application still works after you make any configuration change, such as applying an upgrade or developing an application. You have the option to copy and customize these quick start tests to ensure successful execution with your instance-specific data.

All Customer Service Management quick start tests require activating the Customer Service Management Demo Data plugin (com.snc.customerservice.demo). Some quick start tests also require activating the following plugins:
  • Business Location (com.snc.business_location)
  • Case Playbook for Complaints (sn_complaint)
  • Case Playbook for Onboarding (sn_onboarding)
  • Consumer Service Portal (com.glide.service-portal.consumer-portal)
  • CSM Contributor User (com.snc_csm_contributor_user)
  • CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts)
  • Customer Service Household (com.snc.household)
  • Customer Service Management for Orders (com.snc.csm.order)
  • Customer Service Portal (com.glide.service-portal.customer-portal)
  • Customer Service with Request Management (com.sn_cs_sm_request)
  • Customer Service with Service Management (com.sn_cs_sm)
  • Guided Decisions Experience (com.snc.guided_decisions_playbook_experience)
  • Guided Decision - Next Best Action (com.snc.next_best_action)
  • Major Issue Management (com.sn_majorissue_mgt)
  • Proactive Customer Service Operations with Event Management (com.snc.proactive_cs_itom)
  • Skill Determination (com.snc.skill_determination)
  • Walk-Up for CSM (com.snc.walkup_for_csm)
Table 1. CSM: Case Management test suite
Test Description Release version
CSM: Create Product Case Create a case for a product. Madrid
CSM: Assign Case to an Agent Create a case and assign it to a customer service agent. Madrid
CSM: Assign Asset on Case Assign an asset to a case. Madrid
CSM: Assign Entitlement Assign an entitlement to a case. Madrid
CSM: Escalate an Account Escalate an account. Madrid
CSM: Escalate a Case Escalate a case. Madrid
CSM: Create Special Handling Notes Create special handling notes for a case. Madrid
CSM: Close a Case Close a case. Madrid
CSM: Time Recording Record the time worked on a case. Madrid
CSM: Create CHG from Case Create a change record from a case. Madrid
CSM: Create Incident from Case Create an incident record from a case. Madrid
CSM: Create Order Case Create a case for an order.
Note: Requires Customer Service Management for Orders.
 Madrid
CSM - Create Order Case as Customer from CSM Portal Create an order case as a customer from the Customer Service Portal.
Note: Requires the Customer Service Portal. Also requires that the test be run as admin.
 Madrid
CSM: Create Problem from Case Create a problem record from a case. Madrid
CSM - Create Proactive Case by NOC Operator Verify whether a proactive case is created.
Note: Requires Proactive Customer Service Operations with Event Management.
 New York
CSM - Employee creating case OBO customer As an employee with the proxy contact role (sn_customerservice_proxy_contact), create a case from the self-service portal on behalf of a customer.
Note: Requires the CSM Extension for Proxy Contacts.
 New York
CSM - Lookup Type Skill Determination Rule Test Create a lookup type skill determination rule.
Note: Requires Skill Determination.
 New York
CSM - Manager creating request OBO customer from CSM portal As a user with the case manager role, create a case on behalf of a customer from the Customer Service Portal.
Note: Requires Customer Service Request Integration.
 New York
CSM - Simple Type Skill Determination Rule Test Create a simple type skill determination rule.
Note: Requires Skill Determination.
 New York
CSM: Register New Case Type Register a case type and verify the record is created. Orlando
CSM - Project Manager create Project for an Account Project Manager creates project for an account.
Note: Requires Customer Project Management.
 Orlando
CSM - Project Manager identify Project Contact Project manager identifies customers to a project.
Note: Requires Customer Project Management.
 Orlando
CSM - Project Manager create project task and assign to a customer Project manager creates project task and assigns to a customer.
Note: Requires Customer Project Management.
 Orlando
CSM - Create Case from Project Create a case from a project. Orlando
CSM - Create Case from Project Task Create a case from a project task. Orlando
CSM: Create Task from Case Create a case task from a case. Orlando
CSM: Agent Creating Request for Customer As a customer service agent, create a request for a customer.
Note: Requires Customer Service Request Integration.
 Orlando
CSM - Agent Create Cases from a Project As a customer service agent, create a case from a project.
Note: Requires Customer Project Management.
 Orlando
CSM - Agent Create Cases from a Project task As a customer service agent, create a case from a project task.
Note: Requires Customer Project Management.
 Orlando
CSM - Agent Create Change Requests for a project As a customer service agent, create a change request for a project. Orlando
CSM: Create Major Case and its Child Cases Create a major case and the associated child cases for the customer accounts in the recipient list.
Note: Requires Major Issue Management.
 Orlando
CSM: Advanced Type Skill Determination Rule Test

Create an advanced type skill determination rule.

Note: Requires Skill Determination.
 Orlando
CSM - Service Contracts covered under Sold Product Create sold products and service contracts and associate service contracts to a sold product. Verify the association between the active contracts and the sold product.
Note: Requires Customer Service Install Base Management.
 Orlando
AWA - Create New Service Channel

Create a new service channel in the Advanced Work Assignment application.

Note: Requires Advanced Work Assignment for CSM.
 Orlando
CSM-ITOM - Create Child Cases for Proactive Major Case Create a child case for a proactive major case using recipient list.
Note: Requires Proactive Customer Service Operations with Event Management.
 Orlando
CSM - Create Outage from Case Validate if newly created outage is linked to a case. Paris
CSM: Create Sold Product on Household Create a sold product on a household and its member.
Note: Requires Customer Service Install Base Management and Customer Service Household with Load demo data enabled.
 Quebec
CSM: View Health Status of Install Base Item from Account and Case pages Validates the functionality of the Refresh Install Base Health button on the Account and Case record pages. Quebec
CSM: Assign Case Task to Case Task Agent The customer service agent creates and assigns a case task to a case task agent. Rome
CSM: Case Task Agent views assigned Case Task Verifies that the case task agent can view an assigned case task. Rome
CSM: Case Task Agent Completes Assigned Task The case task agent completes an assigned case task. Rome
CSM: Report a knowledge gap from a case in Agent Workspace Verify that a knowledge gap related to a case was reported in Agent Workspace Rome
CSM-Create a case using 'Create a case (POST)' API Create a case using 'Create a case (POST)' API.
Note: Requires a user authentication record assigned to the Basic authentication field in step 1 of the ATF.
 Rome
CSM-Query a case using 'Query a case (GET)' API Query a case using 'Query a case (GET)' API.
Note: Requires a user authentication record assigned to the Basic authentication field in step 1 of the ATF.
 Rome
CSM: OCS Manager creating New OSP Verify that a new Outsourced Service Provider (OSP) is created by the OCS internal manager.
Note: Requires Outsourced Customer Service.
 Rome
CSM: Case Creation by OCS Agent Verify that an Outsourced Customer Service agent is able to create a case.
Note: Requires Outsourced Customer Service.
 Rome
CSM: Manage Consumer Profile Locations Create and manage consumer locations, and map them to consumer profiles. Washington DC
CSM: Address sharing across Accounts Implement reusable addresses for accounts to support complex customer operations and business models. Washington DC
Table 2. CSM: Case Types - Complaint
Test Description Release version
Create a Complaint Case Tests that a user can create a case that is of type complaint in the sn_complaint_case table. Paris
Escalate a Complaint Case Tests that a user can escalate a case that is of type complaint in the sn_complaint_case table. Paris
Table 3. CSM: Case Types - Onboarding
Test Description Release version
Create an Onboarding Case Tests that a user can create a case that is of type onboarding in the sn_onboarding_case table. Paris
Escalate an Onboarding Case Tests that a user can escalate a case that is of type onboarding in the sn_onboarding_case table. Paris
Table 4. CSM: Operations Dashboard test suite
Test Description Release version
awa_admin_operations_dashboard Verify whether user with role awa_admin is able to view the Advanced Work Assignment menu under Operations Dashboard and unassigned interactions and unassigned task work items modules. Orlando
awa_manager_operations_dashboard Verify whether user with role awa_manager is able to view the Advanced Work Assignment menu under Operations Dashboard and unassigned interactions and unassigned task work items modules. Orlando
Table 5. CSM: Portal test suite
Test Description Release version
CSM - Create Product Case as Customer from CSM Portal Create a product case as a customer from the Customer Service Portal.
Note: Requires Customer Service Portal. Also requires that the test be run as admin.
 Madrid
CSM - Create Product Case as Partner from CSM Portal Create a product case as a partner from the Customer Service Portal.
Note: Requires Customer Service Portal. Also requires that the test be run as admin.
 Madrid
CSM - Search on Homepage Search for information from the Customer Service Portal. The search includes cases, Knowledge articles, and Community threads. New York
CSM - Update Support Profile Update a contact's profile from the Customer Service Portal. New York
CSM - Provide requested info on case From the Customer Service Portal, the contact can provide information for a case that was requested by the agent. New York
CSM - Accept Proposed Solution On Case Accept a proposed solution for a case from the Customer Service Portal. New York
CSM - Provide Feedback on Survey Provide feedback on a survey after a case is closed from the Customer Service Portal. New York
CSM - View All Desktop Notifications View all Customer Service Management specific desktop notifications. Orlando
CSM - View Publications on CSM Portal View publications on the Customer Service Management portal. Orlando
CSM - Create Contact on CSM Portal Create contacts on the Customer Service Management portal. Orlando
CSM: Validate Outage widgets in CSM Portal Validates various types of outages and the corresponding widgets shown on the Customer Service Portal home page and the Install Base page. Quebec
CSM - Create case from Portal as Consumer Contributor Creates a customer case from the portal by a user with the consumer contributor user role (sn_customerservice.consumer_contributor).
Note: Requires Business Location, Customer Service Household, and CSM Contributor User.
 Rome
CSM - Create case from Portal as Account Contributor Creates a customer case from the portal by a user with the account contributor user role (sn_customerservice.account_contributor).
Note: Requires Business Location, Customer Service Household, and CSM Contributor User.
 Rome
CSM - Add Related parties on Case and perform action on case as Related party Verify the ability to add related parties to the case and perform actions on the case as related parties through the CSM Portal. Rome
Table 6. CSP: Portal test suite
Test Description Release version
CSP - Create Product Case as Consumer from CSP Portal Create a product case as a consumer from the Consumer Service Portal.
Note: Requires the Consumer Service Portal. Also requires that the test be run as admin.
 Madrid
CSP - Search on Homepage Search for information from the Consumer Service Portal. The search includes cases, knowledge articles, and Community threads. New York
CSP - Update Support Profile Update a consumer's profile from the Consumer Service Portal. New York
CSP - Register Your Product Register a product from the Consumer Service Portal. New York
CSP - Provide requested info on case From the Consumer Service Portal, the consumer can provide information for a case that was requested by the agent. New York
CSP - Accept Proposed Solution On Case Accept a proposed solution for a case from the Consumer Service Portal. New York
CSP - Provide Feedback on Survey Provide feedback on a survey after a case is closed from the Consumer Service Portal. New York
CSP - View Publications on CSP Portal View publications on Customer Service portal. Orlando
Table 7. Guided Decision - Next Best Action test suite
Test Description Release version
Validate Next Best Action List- Guided Decisions Validates the list of next best actions recommended based on the configured rules. San Diego
Validate Next Best Action Ranking- Guided Decisions Validates the list of next best actions recommended based on the configured rules. San Diego
Table 8. TC: Targeted Communications test suite
Test Description Release version
TC - Create Recipient List Create a recipient list with the required parameters. Verify the new recipient list in the related list "Recipients". Orlando
TC - Create Publication Create a publication. The publication is published based on the publication date and verify if an user in the recipient list gets the publication. Orlando
Table 9. CSM Agent Workspace test suite
Test Description Release version
CSM - Create Problem from Case in Workspace Tests the creation of a problem record from a case by a customer service agent in CSM Agent Workspace. Quebec
CSM - Escalate a Case from Agent Workspace Escalates a customer service case from CSM Agent Workspace. Quebec
CSM - Create a Case and Propose Solution Creates a customer service case and proposes a solution for the case from CSM Agent Workspace. Quebec
CSM - Create Case and Assign this Case to Agent from Agent Workspace Verifies the ability to create a customer service case and assign the case to an agent in CSM Agent Workspace. Quebec
CSM - Approve Major Case Candidate from Agent Workspace Verifies the ability to approve a major case candidate on a case from CSM Agent Workspace. Quebec
CSM - Create Child Case for a Major Case from Agent Workspace Verifies the ability to create a child case from a major case using the recipient list from CSM Agent Workspace. Quebec
CSM - Create a Business Location from Agent Workspace Creates a new business location in Agent Workspace.
Note: Requires Business Location.
 Rome
CSM - Create Household in Workspace Creates a new household in Agent Workspace.
Note: Requires Customer Service Household.
 Rome
CSM - Create Knowledge Gap from Case Creates a knowledge gap from a case in Agent Workspace. Rome
Table 10. CSM Walkup Experience tests
Test Description Release version
CSM Walkup: Check-in as a walkup user, look at the queue, and submit a survey As a walk-up user, perform check-in, look at the queue, and submit feedback through a survey.
Note: This test works when the Seattle location, available with demo data, is available.
 Rome