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FAQ Access (CSS01US13)

Total test cases - 12

Total Acceptance criteria- 12

Total Coverage -100%


A. Functional Test Scenarios (30 scenarios)

  • Core Functionality: 26 primary feature scenarios (FAQF-001 to FAQF-030)
  • Business Rules: 5 weighted scenarios (BR-001 to BR-005) with importance calculations
  • User Journeys: 5 complete end-to-end workflows
  • Integration Points: 5 external system integrations (INT-001 to INT-005)
  • Data Flow: 4 data movement scenarios (DF-001 to DF-004)

B. Non-Functional Test Scenarios (25 scenarios)

  • Performance: 5 scenarios (PERF-001 to PERF-005)
  • Security: 5 scenarios (SEC-001 to SEC-005)
  • Compatibility: 4 scenarios (COMP-001 to COMP-004)
  • Usability: 5 scenarios (UX-001 to UX-005)
  • Reliability: 4 scenarios (REL-001 to REL-004)

C. Edge Case & Error Scenarios (34 scenarios)

  • Boundary Conditions: 4 scenarios (EDGE-001 to EDGE-004)
  • Invalid Inputs: 5 scenarios (INVALID-001 to INVALID-005)
  • System Failures: 5 scenarios (FAIL-001 to FAIL-005)
  • Data Inconsistencies: 5 scenarios (DATA-001 to DATA-005)


Test Case 1: FAQ Section Display and Navigation Access

Test Case Metadata

  • Test Case ID: CSS01US13_TC_001
  • Title: Verify prominent FAQ section display and navigation accessibility
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Functional/UI
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, MOD-FAQ, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-High, Business-Critical, Revenue-Impact-Medium, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Must-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: Low
  • Expected_Execution_Time: 2 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 25%
  • Integration_Points: CxServices, API, Happy path
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, Module-Coverage
  • 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: Consumer portal authentication service, CIS settings service
  • Performance_Baseline: <2 seconds page load
  • Data_Requirements: Valid consumer account with active service

Prerequisites

  • Setup_Requirements: Consumer portal deployed and accessible
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Username: testconsumer@aquaflow.com
    • Password: TestPass123!
    • Account ID: ACC-001-2025
  • Prior_Test_Cases: Login functionality must be working

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to consumer portal login page

Login page displays correctly

Portal URL

Baseline verification

2

Enter valid credentials and login

Successful login to main dashboard

testconsumer@aquaflow.com, TestPass123!

Authentication check

3

Locate FAQ section in main navigation

FAQ or Help section is prominently visible in main navigation menu

N/A

Primary verification point

4

Verify FAQ section placement

FAQ section is easily identifiable and accessible from main portal navigation

N/A

Prominence validation

5

Click on FAQ section

FAQ landing page loads successfully

N/A

Navigation functionality

Verification Points

  • Primary_Verification: FAQ section is prominently displayed and accessible from main portal navigation
  • Secondary_Verifications: FAQ section has clear labeling, proper visual hierarchy, loads within performance baseline
  • Negative_Verification: FAQ section should not be hidden, buried in submenus, or difficult to locate



Test Case 2: Search Functionality Performance

Test Case Metadata

  • Test Case ID: CSS01US13_TC_002
  • Title: Verify search functionality returns results within 3 seconds
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Performance/Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Regression
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, API, Performance, MOD-FAQ, P1-Critical, Phase-Regression, Type-Performance, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Must-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: Medium
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 20%
  • Integration_Points: CxServices, API, Database
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Performance-Dashboard, Quality-Dashboard
  • 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: FAQ search service, CIS settings database, performance monitoring tools
  • Performance_Baseline: <3 seconds response time
  • Data_Requirements: FAQ content populated from CIS settings

Prerequisites

  • Setup_Requirements: Performance monitoring enabled, FAQ data loaded
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Search terms: "billing", "water usage", "emergency", "payment methods"
    • Account: testconsumer@aquaflow.com
  • Prior_Test_Cases: CSS01US13_TC_001 (FAQ section access)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Access FAQ section from main navigation

FAQ page loads successfully

N/A

Prerequisite verification

2

Locate search box on FAQ page

Search functionality is prominently placed and accessible

N/A

UI verification

3

Start performance timer and enter search term

Search begins processing, timer started

"billing"

Performance measurement start

4

Press Enter or click Search button

Search results display within 3 seconds

"billing"

Primary performance verification

5

Record response time

Response time is ≤3 seconds

N/A

Performance validation

6

Repeat test with different search terms

All searches complete within 3 seconds

"water usage", "emergency", "payment methods"

Multiple scenario validation

7

Test with longer search queries

Performance maintained for complex searches

"how to set up automatic bill payments"

Stress testing

Verification Points

  • Primary_Verification: Search functionality returns results within 3 seconds for all test scenarios
  • Secondary_Verifications: Search box is accessible, search results are relevant, response time is consistent
  • Negative_Verification: Search should not timeout, hang, or take longer than 3 seconds



Test Case 3: Collapsible FAQ Format Display

Test Case Metadata

  • Test Case ID: CSS01US13_TC_003
  • Title: Verify FAQ questions display in collapsible format to minimize visual clutter
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: UI/Functional
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, MOD-FAQ, P2-High, Phase-Regression, Type-UI, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Should-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Low
  • Expected_Execution_Time: 2 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 15%
  • Integration_Points: CxServices, Happy path
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: UX-Dashboard, Quality-Dashboard
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: Medium

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: FAQ content management system, UI rendering service
  • Performance_Baseline: <2 seconds load time
  • Data_Requirements: FAQ content with multiple questions per category

Prerequisites

  • Setup_Requirements: FAQ content populated with sample questions
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Categories to test: Billing, Services, Account, Usage, Emergency
  • Prior_Test_Cases: CSS01US13_TC_001 (FAQ section access)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ section

FAQ page loads with category tabs visible

N/A

Initial access

2

Observe default state of FAQ questions

All FAQ questions are displayed in collapsed state by default

N/A

Default state verification

3

Verify visual design of collapsed questions

Questions show only the question text with expand indicator (arrow/plus icon)

N/A

UI design validation

4

Count visible questions per category

Multiple questions visible without overwhelming visual clutter

Billing category

Visual hierarchy check

5

Navigate between different categories

Each category maintains collapsible format consistently

Services, Account, Usage, Emergency

Consistency validation

6

Verify spacing and readability

Adequate spacing between questions for easy scanning

N/A

UX verification

Verification Points

  • Primary_Verification: FAQ questions display in collapsible format with clear visual hierarchy
  • Secondary_Verifications: Consistent design across categories, proper spacing, clear expand indicators
  • Negative_Verification: Questions should not be fully expanded by default, should not create visual clutter



Test Case 4: FAQ Item Expansion and Answer Display

Test Case Metadata

  • Test Case ID: CSS01US13_TC_004
  • Title: Verify detailed answers display when users expand FAQ items
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Functional/UI
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, Functional, MOD-FAQ, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-High, Business-Critical, Revenue-Impact-Medium, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Must-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: Medium
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 20%
  • Integration_Points: CxServices, API, Database
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, Feature-Coverage
  • 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: FAQ content database, CIS settings service
  • Performance_Baseline: <1 second expand time
  • Data_Requirements: FAQ content with detailed answers

Prerequisites

  • Setup_Requirements: FAQ content with comprehensive answers loaded
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Test questions: "How do I read my bill?", "What payment methods do you accept?", "How to set up automatic payments?"
  • Prior_Test_Cases: CSS01US13_TC_003 (collapsible format verified)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ section and select Billing category

Billing FAQ questions display in collapsed format

Billing category

Category access

2

Click on first FAQ question to expand

Question expands to show detailed answer content

"How do I read my bill?"

Expansion functionality

3

Verify answer content quality and completeness

Detailed, helpful answer is displayed with proper formatting

N/A

Content validation

4

Click "view full answer" button if present

User is redirected to the question in appropriate tab with answer visible

N/A

Redirection functionality (AC #12)

5

Test expansion of multiple questions

Each question can be expanded independently

"What payment methods do you accept?", "How to set up automatic payments?"

Multiple expansion test

6

Verify collapse functionality

Expanded questions can be collapsed back to minimize clutter

Previously expanded questions

Collapse verification

7

Test across different categories

Expansion works consistently across all FAQ categories

Services, Account, Usage, Emergency

Cross-category validation

Verification Points

  • Primary_Verification: FAQ items expand to show detailed answers when clicked, "view full answer" redirects correctly
  • Secondary_Verifications: Answer content is comprehensive, formatting is proper, expansion is smooth
  • Negative_Verification: Questions should not fail to expand, answers should not be truncated or malformed



Test Case 5: Helpfulness Voting Mechanism

Test Case Metadata

  • Test Case ID: CSS01US13_TC_005
  • Title: Verify "Was this helpful?" voting mechanism for each FAQ item
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Functional/Integration
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Integration, Database, MOD-FAQ, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-End-to-End, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Should-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 4 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 18%
  • Integration_Points: CxServices, API, Database
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Analytics-Dashboard, Quality-Dashboard
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: Medium

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: FAQ feedback service, analytics database, user session management
  • Performance_Baseline: <1 second feedback submission
  • Data_Requirements: FAQ items with feedback mechanism enabled

Prerequisites

  • Setup_Requirements: Feedback collection service enabled, analytics tracking configured
  • User_Roles_Permissions: Valid consumer account credentials with session active
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Test questions: "Why is my water usage higher than normal?", "How can I set up automatic bill payments?"
  • Prior_Test_Cases: CSS01US13_TC_004 (FAQ expansion working)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ and expand a question

Question displays with answer and feedback options

"Why is my water usage higher than normal?"

Setup for feedback test

2

Locate "Was this helpful?" voting mechanism

Feedback options (Yes/No or thumbs up/down) are visible below answer

N/A

Feedback UI verification

3

Click "Yes" or positive feedback button

Positive feedback is recorded, visual confirmation provided

Click "Yes"

Positive feedback test

4

Verify feedback cannot be submitted twice for same question

System prevents duplicate voting from same user session

Try clicking feedback again

Duplicate prevention

5

Navigate to another FAQ question

New question displays with fresh feedback options

"How can I set up automatic bill payments?"

Reset state verification

6

Click "No" or negative feedback button

Negative feedback is recorded, visual confirmation provided

Click "No"

Negative feedback test

7

Test feedback across different categories

Voting mechanism works consistently across all FAQ categories

Test in Services, Account, Usage categories

Cross-category validation

Verification Points

  • Primary_Verification: "Was this helpful?" voting mechanism is present and functional for each FAQ item
  • Secondary_Verifications: Feedback is recorded correctly, visual feedback provided to user, duplicate voting prevented
  • Negative_Verification: Feedback should not allow duplicate votes, should not fail silently



Test Case 6: User Feedback Tracking and Storage

Test Case Metadata

  • Test Case ID: CSS01US13_TC_006
  • Title: Verify system tracks and stores user feedback on FAQ helpfulness
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Integration/Database
  • Test Level: Integration
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Database, Integration, Analytics, MOD-FAQ, P2-High, Phase-Regression, Type-Integration, Platform-Web, Report-Engineering, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-End-to-End, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Should-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: High
  • Expected_Execution_Time: 5 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 15%
  • Integration_Points: CxServices, API, Database, Analytics
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Data-Quality, Analytics-Dashboard
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: Low

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Analytics database, feedback storage service, reporting dashboard
  • Performance_Baseline: <500ms feedback storage
  • Data_Requirements: Database access for feedback verification

Prerequisites

  • Setup_Requirements: Database access permissions, analytics dashboard access
  • User_Roles_Permissions: Valid consumer account, database read access for verification
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • User ID: USR-001-2025
    • FAQ IDs: FAQ-BIL-001, FAQ-SVC-002
  • Prior_Test_Cases: CSS01US13_TC_005 (feedback mechanism working)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Submit positive feedback on FAQ question

Feedback submission completes successfully

FAQ-BIL-001, User: USR-001-2025, Feedback: Positive

Feedback submission

2

Query database for feedback record

Feedback record exists with correct user ID, FAQ ID, timestamp, and rating

SELECT * FROM faq_feedback WHERE user_id='USR-001-2025'

Database verification

3

Submit negative feedback on different FAQ

Negative feedback is stored correctly

FAQ-SVC-002, User: USR-001-2025, Feedback: Negative

Negative feedback storage

4

Verify feedback metadata capture

System captures timestamp, user session, FAQ item ID, and feedback value

Check database record completeness

Metadata validation

5

Test feedback aggregation

Multiple feedback submissions are aggregated correctly per FAQ item

Submit additional test feedback

Aggregation verification

6

Verify analytics reporting integration

Feedback data appears in analytics dashboard/reporting system

Access analytics dashboard

Reporting integration

Verification Points

  • Primary_Verification: User feedback is tracked and stored in database with complete metadata
  • Secondary_Verifications: Feedback data integrity, proper timestamps, analytics integration working
  • Negative_Verification: No data loss, no duplicate records for same user/FAQ combination



Test Case 7: Search Auto-Suggestions

Test Case Metadata

  • Test Case ID: CSS01US13_TC_007
  • Title: Verify auto-suggestions display as users type in search box
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Functional/UI
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, Search, MOD-FAQ, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Low, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Should-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 12%
  • Integration_Points: CxServices, API, Search Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: UX-Dashboard, Feature-Coverage
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: Medium

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Search suggestion service, FAQ content index
  • Performance_Baseline: <200ms suggestion display
  • Data_Requirements: FAQ content indexed for search suggestions

Prerequisites

  • Setup_Requirements: Search suggestion service enabled, FAQ content properly indexed
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Test search terms: "bil", "pay", "wat", "eme", "acc"
  • Prior_Test_Cases: CSS01US13_TC_001 (FAQ access), CSS01US13_TC_002 (search functionality)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ section search box

Search box is accessible and ready for input

N/A

Initial setup

2

Start typing partial search term

Auto-suggestions begin appearing after 2-3 characters

Type "bil"

Suggestion trigger test

3

Verify suggestion relevance

Displayed suggestions are relevant to typed characters

Suggestions should include "billing", "bill payment", etc.

Relevance validation

4

Test suggestion interaction

User can click on suggestions to select them

Click on suggested "billing"

Interaction test

5

Test multiple character progressions

Suggestions update as user continues typing

Type "bili" then "billin"

Progressive refinement

6

Test different search categories

Auto-suggestions work for different topic areas

Test "pay", "wat", "eme", "acc"

Category coverage

7

Verify suggestion dropdown behavior

Suggestions disappear when search box loses focus

Click outside search box

Dropdown behavior

Verification Points

  • Primary_Verification: Auto-suggestions display as users type, suggestions are relevant and selectable
  • Secondary_Verifications: Suggestions update dynamically, proper dropdown behavior, good performance
  • Negative_Verification: No irrelevant suggestions, no delay in suggestion display, no UI glitches



Test Case 8: Search Result Term Highlighting

Test Case Metadata

  • Test Case ID: CSS01US13_TC_008
  • Title: Verify search terms are highlighted in results for easy identification
  • Created By: Hetal
  • Created Date: July 22, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: UI/Functional
  • Test Level: System
  • Priority: P3-Medium
  • Execution Phase: Acceptance
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, Search, MOD-FAQ, P3-Medium, Phase-Acceptance, Type-UI, Platform-Web, Report-Product, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Could-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Low
  • Complexity_Level: Low
  • Expected_Execution_Time: 2 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Low

Coverage Tracking

  • Feature_Coverage: 10%
  • Integration_Points: CxServices, Search Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: UX-Dashboard
  • Trend_Tracking: No
  • Executive_Visibility: No
  • Customer_Impact_Level: Low

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Search highlighting service, CSS styling
  • Performance_Baseline: No performance impact on search
  • Data_Requirements: FAQ content with varied text for highlighting

Prerequisites

  • Setup_Requirements: Search functionality working, highlighting CSS styles applied
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Search terms: "billing", "payment", "water usage", "emergency"
  • Prior_Test_Cases: CSS01US13_TC_002 (search working)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ search and enter search term

Search executes and returns relevant results

"billing"

Setup for highlighting test

2

Verify search term highlighting

Search term "billing" is visually highlighted in all result text

"billing" highlighted in yellow/bold

Visual highlighting verification

3

Test multiple word search

Each word in multi-word search is highlighted appropriately

"water usage"

Multi-term highlighting

4

Test partial word matching

Partial matches are highlighted when relevant

Search "pay" should highlight "payment", "payments"

Partial match highlighting

5

Verify highlighting across different result sections

Highlighting works in question titles, answer previews, and categories

N/A

Comprehensive highlighting

6

Test highlighting with special characters

Search terms with special characters highlight correctly

"bill?" or "water!"

Special character handling

Verification Points

  • Primary_Verification: Search terms are visually highlighted in search results for easy identification
  • Secondary_Verifications: Highlighting is consistent across all result elements, multiple terms highlighted separately
  • Negative_Verification: Non-matching text should not be highlighted, highlighting should not break text formatting



Test Case 9: FAQ Content Loading Performance

Test Case Metadata

  • Test Case ID: CSS01US13_TC_009
  • Title: Verify FAQ content loads within 2 seconds of user request
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Performance
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Performance
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Performance, MOD-FAQ, P1-Critical, Phase-Performance, Type-Performance, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-Medium, Integration-End-to-End, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Must-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: Medium
  • Expected_Execution_Time: 5 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 25%
  • Integration_Points: CxServices, API, Database, CDN
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Performance-Dashboard, SLA-Monitoring
  • 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: FAQ content service, CIS database, performance monitoring
  • Performance_Baseline: <2 seconds content load
  • Data_Requirements: Full FAQ content dataset loaded

Prerequisites

  • Setup_Requirements: Performance monitoring enabled, FAQ content fully populated
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Categories to test: All (Billing, Services, Account, Usage, Emergency)
  • Prior_Test_Cases: CSS01US13_TC_001 (basic access working)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ main page and start timer

FAQ landing page begins loading

N/A

Initial load test

2

Measure time until FAQ categories are fully displayed

All FAQ categories load within 2 seconds

Billing, Services, Account, Usage, Emergency

Category load performance

3

Click on Billing category and measure load time

Billing FAQ questions load within 2 seconds

Billing category

Category-specific load test

4

Test load times for each category

All categories meet 2-second load requirement

Services, Account, Usage, Emergency

Comprehensive category testing

5

Test concurrent user simulation

Performance maintained under normal load

Simulate 10 concurrent users

Load testing

6

Measure FAQ expansion performance

Individual FAQ answers load within 2 seconds

Expand multiple FAQ items

Content expansion performance

7

Test performance with cleared cache

Cold load performance meets requirements

Clear browser cache and reload

Cache-independent performance

Verification Points

  • Primary_Verification: FAQ content loads within 2 seconds of user request across all scenarios
  • Secondary_Verifications: Performance consistent across categories, maintained under load
  • Negative_Verification: No timeouts, no performance degradation beyond acceptable limits



Test Case 10: User Session Maintenance

Test Case Metadata

  • Test Case ID: CSS01US13_TC_010
  • Title: Verify system maintains user session throughout FAQ browsing
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Integration/Security
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Regression
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Security, Session, MOD-FAQ, P1-Critical, Phase-Regression, Type-Integration, Platform-Web, Report-Engineering, Customer-All, Risk-High, Business-Critical, Revenue-Impact-High, Integration-End-to-End, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Support
  • Compliance_Required: Yes
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: High
  • Expected_Execution_Time: 10 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Medium
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 20%
  • Integration_Points: CxServices, Authentication, Session Management
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Security-Dashboard, Session-Monitoring
  • 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: Authentication service, session management, user context service
  • Performance_Baseline: No session drops during FAQ usage
  • Data_Requirements: Valid user session with authentication

Prerequisites

  • Setup_Requirements: Session management service configured, authentication working
  • User_Roles_Permissions: Valid consumer account with active session
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Session timeout: 30 minutes
    • User ID: USR-001-2025
  • Prior_Test_Cases: Login functionality verified

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Login and navigate to FAQ section

User session established and FAQ accessed

testconsumer@aquaflow.com

Session establishment

2

Browse FAQ categories for 10 minutes

User session remains active throughout browsing

All categories

Extended browsing test

3

Submit feedback on FAQ items

Feedback submission works without session loss

Multiple feedback submissions

Session-dependent functionality

4

Navigate back to main portal and return to FAQ

Session persists across portal navigation

Dashboard → FAQ → Dashboard → FAQ

Navigation session test

5

Leave FAQ page idle for 15 minutes

Session remains active within timeout period

Wait 15 minutes

Idle session test

6

Perform FAQ activities after idle period

All FAQ functionality works without re-authentication

Search, expand, feedback

Post-idle functionality

7

Test session timeout handling

Appropriate session handling at timeout boundary

Wait for session timeout

Timeout boundary test

Verification Points

  • Primary_Verification: User session is maintained throughout FAQ browsing without interruption
  • Secondary_Verifications: Session-dependent features work consistently, proper timeout handling
  • Negative_Verification: No unexpected session drops, no authentication prompts during valid session



Test Case 11: Breadcrumb Navigation

Test Case Metadata

  • Test Case ID: CSS01US13_TC_011
  • Title: Verify breadcrumb navigation is provided within FAQ sections
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: UI/Functional
  • Test Level: System
  • Priority: P3-Medium
  • Execution Phase: Acceptance
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, UI, Navigation, MOD-FAQ, P3-Medium, Phase-Acceptance, Type-UI, Platform-Web, Report-Product, Customer-All, Risk-Low, Business-Medium, Revenue-Impact-Low, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Low
  • Business_Priority: Could-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Low
  • Complexity_Level: Low
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Low

Coverage Tracking

  • Feature_Coverage: 8%
  • Integration_Points: CxServices, Navigation Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: UX-Dashboard
  • Trend_Tracking: No
  • Executive_Visibility: No
  • Customer_Impact_Level: Low

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Navigation service, breadcrumb component
  • Performance_Baseline: No performance impact
  • Data_Requirements: FAQ structure for breadcrumb generation

Prerequisites

  • Setup_Requirements: Breadcrumb navigation component enabled
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Navigation path: Portal → FAQ → Category → Question
  • Prior_Test_Cases: CSS01US13_TC_001 (basic navigation)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQ main page

Breadcrumb shows: Home > FAQ

N/A

Initial breadcrumb verification

2

Select Billing category

Breadcrumb shows: Home > FAQ > Billing

Billing category

Category breadcrumb

3

Expand a FAQ question

Breadcrumb shows: Home > FAQ > Billing > [Question Title]

"How do I read my bill?"

Question-level breadcrumb

4

Test breadcrumb link functionality

Clicking breadcrumb links navigates to correct sections

Click "FAQ" in breadcrumb

Breadcrumb navigation

5

Test across different categories

Breadcrumbs update correctly for each category

Services, Account, Usage, Emergency

Multi-category breadcrumb

6

Test breadcrumb truncation for long titles

Long question titles are appropriately truncated

FAQ with long title

Truncation handling

Verification Points

  • Primary_Verification: Breadcrumb navigation is provided and functions correctly within FAQ sections
  • Secondary_Verifications: Breadcrumbs update dynamically, links work properly, proper truncation
  • Negative_Verification: No broken breadcrumb links, no incorrect path display



Test Case 12: View Full Answer Redirection

Test Case Metadata

  • Test Case ID: CSS01US13_TC_012
  • Title: Verify "view full answer" button redirects to question in appropriate tab with answer visible
  • Created By: Hetal
  • Created Date: July 21, 2025
  • Version: 1.0

Classification

  • Module/Feature: FAQ Access
  • Test Type: Functional/Navigation
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Navigation, Redirection, MOD-FAQ, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product, Customer-All, Risk-Medium, Business-High, Revenue-Impact-Medium, Integration-Point, Happy-path

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Should-Have
  • Customer_Journey: Support
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 4 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: None
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 15%
  • Integration_Points: CxServices, Navigation, Deep-linking
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Feature-Coverage, Navigation-Analytics
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: Medium

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Deep-linking service, FAQ routing, category navigation
  • Performance_Baseline: <1 second redirection time
  • Data_Requirements: FAQ questions with "view full answer" functionality

Prerequisites

  • Setup_Requirements: Deep-linking functionality enabled, FAQ routing configured
  • User_Roles_Permissions: Valid consumer account credentials
  • Test_Data:
    • Account: testconsumer@aquaflow.com
    • Test questions: Questions from search results, category browsing
  • Prior_Test_Cases: CSS01US13_TC_002 (search working), CSS01US13_TC_004 (expansion working)

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Perform FAQ search to find relevant question

Search returns relevant questions with "view full answer" options

Search "billing payment methods"

Search-based redirection test

2

Click "view full answer" button from search results

User is redirected to appropriate category tab

Click "view full answer" for payment methods question

Redirection functionality

3

Verify redirection accuracy

User lands in correct category (Billing) with question expanded and answer visible

Should land in Billing tab with question expanded

Accurate redirection validation

4

Test redirection from different search contexts

"View full answer" works from various search result scenarios

Test from different search terms

Multi-context redirection

5

Verify answer visibility after redirection

Full answer content is immediately visible without additional clicks

Answer should be expanded and visible

Answer visibility verification

6

Test cross-category redirection

Redirection works correctly across all FAQ categories

Test questions from Services, Account, Usage, Emergency

Cross-category functionality

7

Verify URL deep-linking

Redirected URL allows direct access to specific question

Copy and test redirected URL

Deep-linking verification

Verification Points

  • Primary_Verification: "View full answer" button correctly redirects to question in appropriate tab with answer visible
  • Secondary_Verifications: Redirection is fast and accurate, answer is immediately visible, deep-linking works
  • Negative_Verification: No broken redirections, no incorrect category placement, no missing answer content


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