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Quick start tests for Customer Service Management

Validate that the Customer Service Management application still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using 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 Customer Service Management for Orders plugin (com.snc.csm.order), the Customer Service with Request Management plugin (com.sn_cs_sm_request), the Customer Service Portal plugin (com.glide.service-portal.customer-portal), the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal), the CSM Extension for Proxy Contacts plugin (com.snc.csm_proxy_contacts), and the Skill Determination plugin (com.snc.skill_determination).

Quick start tests added in the New York release

CSM: Agent Creating Request for Customer
CSM: Manager creating request OBO customer from CSM portal
CSM: Employee creating case OBO customer
CSM: Create Major Case and it's Child Case
CSM: Lookup Type Skill Determination Rule Test
CSM: Simple Type Skill Determination Rule Test
CSM - Update Support Profile
CSP - Update Support Profile
CSM - Provide Feedback on Survey
CSP- Provide Feedback on Survey
CSM: Search On Homepage
CSP: Search On Homepage
CSM- Accept Proposed Solution On Case
CSP- Accept Proposed Solution On Case
CSM- Provide requested info on case
CSP- Provide requested info on case
CSP: Register Your Product

Table 1. CSM: Case Management test suite
Test	Description
CSM - Accept Proposed Solution On Case	Accept a proposed solution for a case from the Customer Service Portal.
CSP - Accept Proposed Solution On Case	Accept a proposed solution for a case from the Consumer Service Portal.
CSM: Agent Creating Request for Customer	As a customer service agent, create a request for a customer. Note: Requires Customer Service Request Integration.
CSM: Assign Asset on Case	Assign an asset to a case.
CSM: Assign Case to an Agent	Create a case and assign it to a customer service agent.
CSM: Assign Entitlement	Assign an entitlement to a case.
CSM: Close a Case	Close a case.
CSM: Create CHG from Case	Create a change record from a case.
CSM: Create Incident from Case	Create an incident record from a case.
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.
CSM: Create Order Case	Create a case for an order. Note: Requires Customer Service Management for Orders.
CSM: Create Order Case as Customer from CSM Portal	Create an order case as a customer from the Customer Service Portal. Note: Requires Customer Service Portal. Also requires that the test be run as admin.
CSM: Create Problem from Case	Create a problem record from a case.
CSM: Create Product Case	Create a case for a product.
CSP: Create Product Case as Consumer from CSP Portal	Create a product case as a consumer from the Consumer Service Portal. Note: Requires Consumer Service Portal. Also requires that the test be run as admin.
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.
CSM: Create Proactive Case by NOC Operator	Verify if a proactive case is created. Note: Requires Proactive Customer Service Operations.
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.
CSM: Create Special Handling Notes	Create special handling notes for a case.
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.
CSM: Escalate an Account	Escalate an account.
CSM: Escalate a Case	Escalate a case.
CSM: Lookup Type Skill Determination Rule Test	Create a lookup type skill determination rule. Note: Requires Skill Determination.
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.
CSP- Provide Feedback on Survey	Provide feedback on a survey after a case is closed from the Consumer Service Portal.
CSM- Provide Feedback on Survey	Provide feedback on a survey after a case is closed from the Customer Service Portal.
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.
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.
CSP: Register Your Product	Register a product from the Consumer Service Portal.
CSM: Search on Homepage	Search for information from the Customer Service Portal. The search includes cases, Knowledge articles, and Community threads.
CSP: Search on Homepage	Search for information from the Consumer Service Portal. The search includes cases, Knowledge articles, and Community threads.
CSM: Simple Type Skill Determination Rule Test	Create a simple type skill determination rule. Note: Requires Skill Determination.
CSM: Time Recording	Record the time worked on a case.
CSM - Update Support Profile	Update a contact's profile from the Customer Service Portal.
CSP - Update Support Profile	Update a consumer's profile from the Consumer Service Portal.
ITAM: Create Service Model	Verify that you can create a service model, which is a type of product model.
ITAM: Create Service Model copy	Verify that you can create a copy of a service model, which is a type of product model.

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Quick start tests for Customer Service Management

Quick start tests added in the New York release

CSM: Agent Creating Request for Customer
CSM: Manager creating request OBO customer from CSM portal
CSM: Employee creating case OBO customer
CSM: Create Major Case and it's Child Case
CSM: Lookup Type Skill Determination Rule Test
CSM: Simple Type Skill Determination Rule Test
CSM - Update Support Profile
CSP - Update Support Profile
CSM - Provide Feedback on Survey
CSP- Provide Feedback on Survey
CSM: Search On Homepage
CSP: Search On Homepage
CSM- Accept Proposed Solution On Case
CSP- Accept Proposed Solution On Case
CSM- Provide requested info on case
CSP- Provide requested info on case
CSP: Register Your Product

Table 1. CSM: Case Management test suite
Test	Description
CSM - Accept Proposed Solution On Case	Accept a proposed solution for a case from the Customer Service Portal.
CSP - Accept Proposed Solution On Case	Accept a proposed solution for a case from the Consumer Service Portal.
CSM: Agent Creating Request for Customer	As a customer service agent, create a request for a customer. Note: Requires Customer Service Request Integration.
CSM: Assign Asset on Case	Assign an asset to a case.
CSM: Assign Case to an Agent	Create a case and assign it to a customer service agent.
CSM: Assign Entitlement	Assign an entitlement to a case.
CSM: Close a Case	Close a case.
CSM: Create CHG from Case	Create a change record from a case.
CSM: Create Incident from Case	Create an incident record from a case.
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.
CSM: Create Order Case	Create a case for an order. Note: Requires Customer Service Management for Orders.
CSM: Create Order Case as Customer from CSM Portal	Create an order case as a customer from the Customer Service Portal. Note: Requires Customer Service Portal. Also requires that the test be run as admin.
CSM: Create Problem from Case	Create a problem record from a case.
CSM: Create Product Case	Create a case for a product.
CSP: Create Product Case as Consumer from CSP Portal	Create a product case as a consumer from the Consumer Service Portal. Note: Requires Consumer Service Portal. Also requires that the test be run as admin.
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.
CSM: Create Proactive Case by NOC Operator	Verify if a proactive case is created. Note: Requires Proactive Customer Service Operations.
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.
CSM: Create Special Handling Notes	Create special handling notes for a case.
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.
CSM: Escalate an Account	Escalate an account.
CSM: Escalate a Case	Escalate a case.
CSM: Lookup Type Skill Determination Rule Test	Create a lookup type skill determination rule. Note: Requires Skill Determination.
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.
CSP- Provide Feedback on Survey	Provide feedback on a survey after a case is closed from the Consumer Service Portal.
CSM- Provide Feedback on Survey	Provide feedback on a survey after a case is closed from the Customer Service Portal.
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.
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.
CSP: Register Your Product	Register a product from the Consumer Service Portal.
CSM: Search on Homepage	Search for information from the Customer Service Portal. The search includes cases, Knowledge articles, and Community threads.
CSP: Search on Homepage	Search for information from the Consumer Service Portal. The search includes cases, Knowledge articles, and Community threads.
CSM: Simple Type Skill Determination Rule Test	Create a simple type skill determination rule. Note: Requires Skill Determination.
CSM: Time Recording	Record the time worked on a case.
CSM - Update Support Profile	Update a contact's profile from the Customer Service Portal.
CSP - Update Support Profile	Update a consumer's profile from the Consumer Service Portal.
ITAM: Create Service Model	Verify that you can create a service model, which is a type of product model.
ITAM: Create Service Model copy	Verify that you can create a copy of a service model, which is a type of product model.

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Quick start tests for Customer Service Management

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