Service & Support Management Test Cases - CSS01US08
Test Case 1: Portal Access and Five Service Cards Display - Enhanced
Test Case ID: CSS01US08_TC_001
Title: Verify five service request cards are displayed on Service & Support portal landing page with proper workflow visualization
Created By: Hetal
Created Date: August 14, 2025
Version: 1.0
Classification
Module/Feature: Service & Support Management
Test Type: Functional
Test Level: System
Priority: P1-Critical
Execution Phase: Smoke
Automation Status: Planned-for-Automation
Enhanced Tags for 17 Reports Support
Business Context
Customer_Segment: All (Residential and Commercial utility customers)
Revenue_Impact: High (Digital adoption reduces call center costs by 70%)
Business_Priority: Must-Have
Customer_Journey: Onboarding
Compliance_Required: No
SLA_Related: Yes
Quality Metrics
Risk_Level: Low
Complexity_Level: Low
Expected_Execution_Time: 3 minutes
Reproducibility_Score: High
Data_Sensitivity: None
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 100% of portal display functionality
Integration_Points: Customer Portal, Service Catalog, Authentication Service
Code_Module_Mapped: CX-Web
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Product
Report_Categories: Quality-Dashboard, Module-Coverage, Smoke-Test-Results, User-Acceptance
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Test Environment
Environment: Staging
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Customer portal authentication service, Service catalog system
Performance_Baseline: Page load < 3 seconds
Data_Requirements: Valid customer account (TC1711, Test_Ranii Sahiba)
Prerequisites
Setup_Requirements: Customer portal access enabled, Service catalog populated
User_Roles_Permissions: Authenticated customer access (Consumer/Customer role)
Test_Data: Customer account TC1711, email: testranit@yopmail.com, password: TestPass123
Prior_Test_Cases: N/A (Entry point test)
Test Procedure
Verification Points
Primary_Verification: Exactly 5 service request cards displayed with correct titles, icons, and action buttons
Secondary_Verifications: 4-step process workflow visible with complete descriptions, responsive layout maintained
Negative_Verification: No additional or missing service cards, no broken layout elements
Test Results (Template)
Status: [Pass/Fail/Blocked/Not-Tested]
Actual_Results: [Template for recording actual behavior]
Execution_Date: [When test was executed]
Executed_By: [Who performed the test]
Execution_Time: [Actual time taken]
Defects_Found: [Bug IDs if issues discovered]
Screenshots_Logs: [Evidence references]
Execution Analytics
Execution_Frequency: Daily
Maintenance_Effort: Low
Automation_Candidate: Yes
Test Relationships
Blocking_Tests: N/A (Entry point)
Blocked_Tests: All service-specific workflow tests (TC_003-TC_020)
Parallel_Tests: Authentication security tests (TC_002)
Sequential_Tests: Individual service request flows
Additional Information
Notes: Core portal functionality ensuring customer access to all 5 service types as specified in user story
Edge_Cases: Browser compatibility, session timeout during navigation, network interruption scenarios
Risk_Areas: Portal availability directly impacts 80% digital adoption target and 70% call center volume reduction
Security_Considerations: Customer authentication required, session management, no unauthorized access
Missing Scenarios Identified
Scenario_1: Portal accessibility compliance testing for customers with disabilities
Type: Accessibility
Rationale: B2B utility SaaS must ensure WCAG compliance for all customer types
Priority: P2
Scenario_2: Portal performance under concurrent user load (50+ simultaneous customers)
Type: Performance
Rationale: Peak usage times may impact portal responsiveness affecting customer satisfaction
Priority: P1
Test Case 2: Authentication Security and Unauthorized Access Prevention - Enhanced
Test Case ID: CSS01US08_TC_002
Title: Verify robust authentication controls prevent unauthorized access to all service request functionality
Created By: Hetal
Created Date: August 14, 2025
Version: 1.0
Classification
Module/Feature: Service & Support Management
Test Type: Security
Test Level: System
Priority: P1-Critical
Execution Phase: Smoke
Automation Status: Automated
Enhanced Tags for 17 Reports Support
Business Context
Customer_Segment: All (Security applies to all customer types)
Revenue_Impact: Medium (Security breaches could impact customer trust and adoption)
Business_Priority: Must-Have
Customer_Journey: Onboarding and Daily Usage
Compliance_Required: Yes
SLA_Related: Yes
Quality Metrics
Risk_Level: High
Complexity_Level: Medium
Expected_Execution_Time: 5 minutes
Reproducibility_Score: High
Data_Sensitivity: High (Customer authentication data)
Failure_Impact: Critical
Coverage Tracking
Feature_Coverage: 100% of authentication security controls
Integration_Points: Authentication Service, Session Management, Authorization Service
Code_Module_Mapped: AUTH-Security
Requirement_Coverage: Complete
Cross_Platform_Support: Web
Stakeholder Reporting
Primary_Stakeholder: Engineering
Report_Categories: Security-Validation, Quality-Dashboard, Module-Coverage, Engineering
Trend_Tracking: Yes
Executive_Visibility: Yes
Customer_Impact_Level: High
Requirements Traceability
Test Environment
Environment: Security Test Environment
Browser/Version: Chrome 115+
Device/OS: Windows 10/11
Screen_Resolution: Desktop-1920x1080
Dependencies: Authentication service, Session management, Authorization service
Performance_Baseline: Authentication response < 2 seconds
Data_Requirements: No active authentication session, test user credentials
Prerequisites
Setup_Requirements: Clear all browser sessions and cookies, authentication service operational
User_Roles_Permissions: Unauthenticated user state
Test_Data: N/A (testing unauthorized access)
Prior_Test_Cases: N/A (Independent security test)