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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), the Skill Determination plugin (com.snc.skill_determination), Case Playbook for Complaints plugin (sn_complaint), Case Playbook for Onboarding (sn_onboarding), and Proactive Customer Service Operations with Event Management (com.snc.proactive_cs_itom).

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 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
ITAM - Create Service Model	Verify that you can create a service model, which is a type of product model.	New York
ITAM - Create Service Model copy	Verify that you can create a copy of a service model, which is a type of product model.	New York
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 - 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 project.	Orlando
CSM - Create Case from Project Task	Create a case from project task.	Orlando
CSM - Create Task from Case	Create task from 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 - 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

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 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 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
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 Customer Service Management portal.	Orlando
CSM - Create Contact on CSM Portal	Create contacts on Customer Service Management portal.	Orlando

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 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. TC: Targeted Communications
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

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Quick start tests for Customer Service Management

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 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
ITAM - Create Service Model	Verify that you can create a service model, which is a type of product model.	New York
ITAM - Create Service Model copy	Verify that you can create a copy of a service model, which is a type of product model.	New York
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 - 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 project.	Orlando
CSM - Create Case from Project Task	Create a case from project task.	Orlando
CSM - Create Task from Case	Create task from 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 - 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

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 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 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
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 Customer Service Management portal.	Orlando
CSM - Create Contact on CSM Portal	Create contacts on Customer Service Management portal.	Orlando

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 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. TC: Targeted Communications
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

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