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    • Customer Service Management
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    Home Paris Customer Service Management Customer Service Management Customer Service Management Configuring Customer Service Management Administer Customer Service Management Quick start tests for Customer Service Management

    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), 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
    Related tasks
    • Limit knowledge base access to internal users
    Related concepts
    • Anonymous chat
    • Customer Service Management Flow Designer actions
    • Domain separation in Customer Service Management
    • Extension points in Customer Service Management
    • Knowledge product entitlements
    • Assignment workbench overview
    • Special handling notes overview
    • Case and account escalation overview
    • Customer service case types overview
    • Case action status overview
    • Major issue management overview
    • Automatically close customer service cases
    Related reference
    • Routing and assigning customer service cases

    Tags:

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    Release version
    Choose your release version

      Quick start tests for Customer Service Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      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
      Related tasks
      • Limit knowledge base access to internal users
      Related concepts
      • Anonymous chat
      • Customer Service Management Flow Designer actions
      • Domain separation in Customer Service Management
      • Extension points in Customer Service Management
      • Knowledge product entitlements
      • Assignment workbench overview
      • Special handling notes overview
      • Case and account escalation overview
      • Customer service case types overview
      • Case action status overview
      • Major issue management overview
      • Automatically close customer service cases
      Related reference
      • Routing and assigning customer service cases

      Tags:

      Feedback

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