Test cases on Call Centre CRM application

Replies to This Discussion

Permalink Reply by Siddiq on January 14, 2012 at 10:16am

What kind of testing you do for any other application???

How do you write test cases for any other application?

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Permalink Reply by Samrat Jha. on January 14, 2012 at 10:33am

   Agree with Siddiq ....   

              Testing types are not application dependent ...  anyway Ready made test cases are not available here and at the same time the topic is not that much important to have brainstorming over it.. 

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Permalink Reply by Anushri on January 15, 2012 at 6:53am

I wanted some thing specific which is done for it

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Permalink Reply by kotla lakshmi kanth reddy on January 15, 2012 at 11:08pm

Hi Anushri ,,,

                  Provide me the application ,so that we can write the test cases ,,,

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Permalink Reply by Kannan Chandrasekaran on January 16, 2012 at 12:00pm

Hi

i also have an Exp in Worked in Call center Application projects

We will only write the functioanl Test cases

U Just More concentrate ,reg customer contact info

It disfferent from Country by country

For Us Zip code is calcualted based on Customer States and Cities

We need two Contact persons ,

Like tat

we also need to write db test cases 

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Permalink Reply by Samrat Jha. on January 16, 2012 at 12:10pm

     Kannan ,  

                 I had a query from your reply ...     You wrote above that In your case , Zip Code is calculated based on Customer States and Cities ..??    My Point is ,  a Single City has multiple Zip codes then How can you make it sure that which one is applicable for your customer ....     I think Cities and States can be calculated based on Zip Code....     waiting to listen something from you ...?

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Permalink Reply by Kannan Chandrasekaran on January 16, 2012 at 12:38pm

For USA

Zip Code is calculated based on States and Cities

For your Scenario 

For Single city and Multiple Zip code means

first 3 charcters of zip code is common 

last two characters are changed dynamically based on customer address ,For eg 3rd cross means a zip code is end with 3 like tat

For zip code calcualtion 

We need consider ,Street cross,Cites and states

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Permalink Reply by Samrat Jha. on January 16, 2012 at 12:46pm

 

  I  have done each and every of my projects for USA only .. right now working on a project for US government itself .. So I understand that How the Zip Code is calculated over there ...

 

Earlier You didn't mention the Customer address ( that is of course the street address ) and that is why I raised it ... anyway   Thanks ....

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Permalink Reply by Kannan Chandrasekaran on January 16, 2012 at 1:04pm

Welcomw Samrat Jha

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Permalink Reply by Nagaraju.Velde on January 16, 2012 at 6:56pm

Hi,

 As per My Experiance, test cases for CRM App.:

  1. Check for Login Page ( User Name, Password ).

  2. Check for  home page of CRM ( It depends on Call centre Processes whethere its Telecom , or banking or, Mobile network).

 3. Check For customer validations.

 4. Check with Different Customer Account details with Different Account numbers.

 5. Check for internal Authentications for valid Customer. 

 6. Check for raising Service requests (SR) with One customer and different customers.

 7. Check for raised SR is updated correctly or not in Back End.

 8. Check SR closed Status, Open status...Etc

 AT THE SAME TIME

 9. Check in Back end Also.

 ...........

Plz correct me If Am Wrong...........

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Permalink Reply by Bet on January 23, 2012 at 2:43pm

CRM's is all about integration between dallier and CRM application. So all you need to check is the same rest is just a form :)

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