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Quick start tests for Customer Service Management

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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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