Quick start tests for Customer Service Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 11 minutes to read

    • 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