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Self-Service Portal Management (CIS01US15)


Total test cases - 16

Total Acceptance criteria- 15

Total Coverage -100%



Test Scenario Analysis 

A. FUNCTIONAL TEST SCENARIOS

• Core Functionality: 5 major feature areas (Dashboard Analytics, FAQ Management, Tips Management, Service Center Management, Content Administration)

• Business Rules: 5 weighted critical rules (Unique FAQ Questions: 9/10, Service Center Name Uniqueness: 8/10, Minimum Service Requirement: 9/10, Content Status Management: 7/10, Cascading Dependencies: 8/10)

• User Journeys: 4 complete end-to-end workflows (CSO Manager Content Update, Utility Administrator Onboarding, Content Management Workflow, Service Center Administration)

• Integration Points: 5 external system integrations (Authentication Service, Content Management System, Analytics Engine, Location Service, Notification System)

• Data Flow: 3 critical data flow scenarios (Dashboard Aggregation, Content Creation Flow, Search/Filter Processing)

B. NON-FUNCTIONAL TEST SCENARIOS

• Performance: Response times, load handling, scalability (100+ concurrent users, <2s dashboard load, <1s search)

• Security: B2B utility focus (MFA, Role-based access, SOC2 compliance, data encryption)

• Compatibility: Cross-browser, cross-device, cross-platform (Chrome, Firefox, Safari, Edge, Mobile responsive)

• Usability: UX flow, accessibility (WCAG 2.1 AA), error handling, maximum 3-click navigation

• Reliability: System stability, error recovery, data integrity (99.9% uptime, automated backups)

C. EDGE CASE & ERROR SCENARIOS

• Boundary Conditions: Data volumes (0-10K+ FAQs), character limits (500-5000 chars), date ranges (1900-2100)

• Invalid Inputs: SQL injection, XSS attacks, malformed data, session hijacking prevention

• System Failures: Network issues, service unavailability, timeout handling with graceful degradation

• Data Inconsistencies: Duplicates, missing data, corrupted states, orphaned records cleanup






Test Case 1: Dashboard KPI Display Verification

Test Case Metadata

  • Test Case ID: CIS01US15_TC_001
  • Title: Verify Dashboard displays KPIs for Total FAQs, Total Tips, and Active Categories with real-time updates
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Dashboard, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Product, Happy-Path
  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: High

Coverage Tracking

  • Feature_Coverage: 100%
  • 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: SMART360 Database, Content Management Service
  • Performance_Baseline: < 2 seconds load time
  • Data_Requirements: Sample FAQ, Tips, and Category data

Prerequisites

  • Setup_Requirements: Valid CSO Manager login credentials
  • User_Roles_Permissions: CSO Manager role assigned
  • Test_Data: At least 5 active FAQs, 3 active tips, 2 active categories
  • Prior_Test_Cases: User authentication successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to Self-Service Portal Management dashboard

Dashboard loads successfully

URL: /self-service/dashboard

Verify page loads within 2 seconds

2

Verify Total FAQs KPI display

Shows count "47" with "+12% from last month"

Expected: 47 FAQs

Check numeric accuracy

3

Verify Total Tips KPI display

Shows count "23" with "+8% from last month"

Expected: 23 Tips

Validate percentage calculation

4

Verify Active Categories KPI display

Shows count "8" with "+2 from last month"

Expected: 8 Categories

Confirm category count

5

Add new FAQ and refresh dashboard

Total FAQs count increases to 48

New FAQ: "Test FAQ"

Verify real-time update

6

Add new tip and refresh dashboard

Total Tips count increases to 24

New Tip: "Test Tip"

Verify real-time update

Verification Points

  • Primary_Verification: All three KPIs display correct counts with proper formatting
  • Secondary_Verifications: Percentage changes show accurate calculations, Icons display correctly
  • Negative_Verification: No error messages or broken layouts appear



Test Case 2: Content Distribution Charts Display

Test Case Metadata

  • Test Case ID: CIS01US15_TC_002
  • Title: Verify system renders content distribution bar chart and tips pie chart by utility services
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: UI
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Dashboard, Charts, MOD-SelfService, P2-High, Phase-Regression, Type-UI, Platform-Web, Report-Product

Business Context

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

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Charts-Library
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, UI-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: Chart.js library, SMART360 Database
  • Performance_Baseline: < 3 seconds chart rendering
  • Data_Requirements: FAQ and Tips data across multiple categories and utilities

Prerequisites

  • Setup_Requirements: Dashboard data populated with sample content
  • User_Roles_Permissions: CSO Manager role
  • Test_Data: FAQs in categories: Payments(15), Service Issues(12), Billing(8), General(5); Tips: Water(35%), Electric(26%), Gas(17%), Waste(13%), Internet(9%)
  • Prior_Test_Cases: CIS01US15_TC_001 passed

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to Dashboard tab

Dashboard loads with charts section visible

-

Verify charts container present

2

Verify "Content Distribution by Category" bar chart

Bar chart displays with 4 categories: Payments(15), Service Issues(12), Billing(8), General(5)

Chart data from database

Check bar heights match values

3

Verify bar chart labels and formatting

X-axis shows category names, Y-axis shows count scale 0-16

Category names: Payments, Service Issues, Billing, General

Validate proper formatting

4

Verify "Tips by Utility Service" pie chart

Pie chart shows 5 segments with percentages: Water Service(35%), Electric Service(26%), Gas Service(17%), Waste Management(13%), Internet Service(9%)

Utility distribution data

Check segment sizes match percentages

5

Verify pie chart colors and legend

Each segment has distinct color with matching legend

Colors: Blue, Purple, Pink, Orange, Green

Ensure accessibility compliance

6

Test chart responsiveness

Charts resize properly when window size changes

Resize browser window

Charts maintain readability

Verification Points

  • Primary_Verification: Both charts render correctly with accurate data representation
  • Secondary_Verifications: Proper labels, colors, and legends display; Charts are responsive
  • Negative_Verification: No chart rendering errors or data inconsistencies



Test Case 3: Top Performing Content Display

Test Case Metadata

  • Test Case ID: CIS01US15_TC_003
  • Title: Verify system shows top 5 performing FAQs and tips ranked by helpfulness count
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Dashboard, Rankings, MOD-SelfService, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Product

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Should-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Low
  • Complexity_Level: Low
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: Low

Coverage Tracking

  • Feature_Coverage: 100%
  • 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, Content-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: SMART360 Database, Analytics Service
  • Performance_Baseline: < 2 seconds
  • Data_Requirements: FAQs and Tips with varying helpfulness counts

Prerequisites

  • Setup_Requirements: Dashboard populated with FAQ and Tips data
  • User_Roles_Permissions: CSO Manager role
  • Test_Data: FAQs with helpfulness: FAQ1(387), FAQ2(298), FAQ3(189), FAQ4(156), FAQ5(134); Tips with helpfulness: Tip1(287), Tip2(198), Tip3(156), Tip4(134), Tip5(123)
  • Prior_Test_Cases: Dashboard loading successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Scroll to "Recent FAQs" section

Section displays with "Latest frequently asked questions" subtitle

-

Verify section visibility

2

Verify top 5 FAQs display

Shows 5 FAQs in descending order of helpfulness count

FAQ1: "How do I pay my water bill?" (387), FAQ2: "What should I do if I have a water leak?" (298), FAQ3: "How can I update my account information?" (189), FAQ4: "Why is my bill higher than usual?" (156), FAQ5: "How do I report a service outage?" (134)

Check correct ranking order

3

Verify FAQ display format

Each FAQ shows question text, category tag, status tag, and helpfulness count with thumbs-up icon

Format: Question + Category badge + Status badge + Helpfulness count

Validate visual formatting

4

Scroll to "Recent Tips" section

Section displays with "Latest helpful tips with helpful counts" subtitle

-

Verify section visibility

5

Verify top 5 Tips display

Shows 5 tips in descending order of helpfulness count

Tip1: "Quick Payment Setup" (287), Tip2: "Service Request Tracking" (198), Tip3: "Energy Saving Guidelines" (156), Tip4: "Water Conservation Tips" (134), Tip5: "Bill Reading Made Easy" (123)

Check correct ranking order

6

Verify tips display format

Each tip shows title, utility service tag, status tag, and helpfulness count with star icon

Format: Title + Utility badge + Status badge + Helpfulness count

Validate visual formatting

Verification Points

  • Primary_Verification: Top 5 FAQs and tips display in correct descending order by helpfulness count
  • Secondary_Verifications: Proper formatting with tags and icons; Accurate helpfulness counts
  • Negative_Verification: No duplicate entries or incorrect ranking



Test Case 4: FAQ List View and Search Functionality

Test Case Metadata

  • Test Case ID: CIS01US15_TC_004
  • Title: Verify FAQ list view displays with search by question and filter by category, utility, status
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Integration
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, FAQ-Management, Search, Filter, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Search-Engine
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, Module-Coverage, Search-Analytics
  • 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 Database, Search Service, Filter Service
  • Performance_Baseline: < 1 second search response
  • Data_Requirements: Multiple FAQs across different categories, utilities, and statuses

Prerequisites

  • Setup_Requirements: FAQ database populated with test data
  • User_Roles_Permissions: CSO Manager role with FAQ management permissions
  • Test_Data: 20+ FAQs with categories (Billing, Services, Account, Usage, Emergency), utilities (Water, Electric, Gas), statuses (Active, Inactive)
  • Prior_Test_Cases: User authentication and navigation successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to FAQs tab

FAQ Management page loads with list view

URL: /self-service/faqs

Verify page structure

2

Verify FAQ list columns

Table shows columns: Sr no, Question, Category, Utility, Helpful count, Status, Actions

Column headers visible

Check table structure

3

Verify sample FAQ entries

At least 2 FAQs display: "How do I pay my water bill?" and "What should I do if I have a water leak?"

FAQ1: Payments/Water/Active/1, FAQ2: Service Issues/Water/Active/2

Validate data display

4

Test search by question

Enter "water bill" in search box and verify filtering

Search term: "water bill"

Should show FAQ1 only

5

Test category filter

Select "Payments" from category filter

Filter: Category = Payments

Shows only payment-related FAQs

6

Test utility filter

Select "Water" from utility filter

Filter: Utility = Water

Shows only water utility FAQs

7

Test status filter

Select "Active" from status filter

Filter: Status = Active

Shows only active FAQs

8

Test combined filters

Apply Category=Billing AND Utility=Electric

Multiple filters applied

Shows FAQs matching both criteria

9

Clear all filters

Click clear/reset filters

All filters cleared

Full FAQ list displays

10

Verify actions column

Check View, Edit, Delete icons are present and clickable

Actions: 👁️ ✏️ 🗑️

Icons should be interactive

Verification Points

  • Primary_Verification: FAQ list displays correctly with all required columns and search/filter functionality works
  • Secondary_Verifications: Proper sorting, pagination if applicable, action buttons functional
  • Negative_Verification: No FAQs show when filters have no matches; error handling for invalid searches



Test Case 5: FAQ Form Validation and Creation

Test Case Metadata

  • Test Case ID: CIS01US15_TC_005
  • Title: Verify FAQ form requires Question and Answer fields with Category dropdown validation
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Unit
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, FAQ-Management, Validation, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-QA

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: QA
  • Report_Categories: Quality-Dashboard, Validation-Coverage
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • 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 Service, Validation Service, Database
  • Performance_Baseline: < 500ms form validation
  • Data_Requirements: None (new FAQ creation)

Prerequisites

  • Setup_Requirements: FAQ management interface accessible
  • User_Roles_Permissions: CSO Manager role with FAQ creation permissions
  • Test_Data: Valid test question and answer content
  • Prior_Test_Cases: FAQ list view accessible

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Click "Add FAQ" button

Add New FAQ modal opens

-

Verify modal popup

2

Verify form fields

Form shows Question, Answer, Utility, Category, Status fields

Required fields marked with *

Check field labels

3

Test empty form submission

Click "Create FAQ" without filling fields

Error messages display for required fields

Validation: "Question is required", "Answer is required"

4

Test Question field validation

Enter question text

Field accepts input, character count if applicable

Question: "How do I set up autopay?"

5

Test Answer field validation

Enter answer text

Field accepts input, supports formatting

Answer: "You can set up autopay by logging into your account and navigating to payment settings."

6

Verify Category dropdown

Click Category dropdown

Shows options: Billing, Services, Account, Usage, Emergency

Default: Please select

7

Select valid category

Choose "Billing" from dropdown

Category selected successfully

Category: Billing

8

Verify Utility multi-select

Click Utility dropdown

Shows options: Water, Electric, Gas with multi-select capability

Can select multiple

9

Test Status field

Verify Active/Inactive options

Default status is "Active"

Status: Active (default)

10

Submit valid form

Fill all required fields and submit

FAQ created successfully with confirmation message

Complete valid FAQ data

Verification Points

  • Primary_Verification: Required field validation works; FAQ creates successfully with valid data
  • Secondary_Verifications: Dropdown options display correctly; Default values set properly
  • Negative_Verification: Form cannot be submitted with missing required fields



Test Case 6: FAQ Multi-select Utility and Status Support

Test Case Metadata

  • Test Case ID: CIS01US15_TC_006
  • Title: Verify FAQ form supports multi-select utility dropdown and Active/Inactive status selection
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Integration
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, FAQ-Management, Multi-Select, MOD-SelfService, P2-High, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering

Business Context

  • Customer_Segment: All
  • Revenue_Impact: Medium
  • Business_Priority: Should-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 3 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, Feature-Coverage
  • Trend_Tracking: No
  • 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 Service, Multi-select Component
  • Performance_Baseline: < 1 second UI response
  • Data_Requirements: Utility service options available

Prerequisites

  • Setup_Requirements: FAQ creation form accessible
  • User_Roles_Permissions: CSO Manager role
  • Test_Data: Utility options: Water, Electric, Gas
  • Prior_Test_Cases: Add FAQ modal opens successfully

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Open Add FAQ modal

Modal displays with form fields

-

FAQ creation form

2

Click Utility dropdown

Multi-select dropdown opens with options

Options: Water, Electric, Gas

Verify multi-select capability

3

Select single utility

Water option selected with checkbox

Selection: Water

Single selection works

4

Select multiple utilities

Select Water and Electric both

Selections: Water, Electric

Multiple selection works

5

Verify selected utilities display

Both utilities show as selected tags/chips

Display: Water tag, Electric tag

Visual confirmation

6

Deselect one utility

Uncheck Electric option

Remaining: Water only

Deselection works

7

Test Status dropdown

Click Status dropdown

Shows Active and Inactive options

Status options available

8

Verify default status

Default status is "Active"

Default: Active

Correct default value

9

Change status to Inactive

Select Inactive option

Status: Inactive

Status change works

10

Save FAQ with multi-utility

Complete form and save

FAQ saved successfully with multiple utilities

Full integration test

Verification Points

  • Primary_Verification: Multi-select utility dropdown works correctly; Status selection functions properly
  • Secondary_Verifications: Visual feedback for selections; Default values set correctly
  • Negative_Verification: Cannot save FAQ without selecting at least one utility



Test Case 7: FAQ CRUD Operations with Validation

Test Case Metadata

  • Test Case ID: CIS01US15_TC_007
  • Title: Verify FAQ View, Edit, Delete actions and unique question validation within categories
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Regression
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, FAQ-Management, CRUD, Validation, MOD-SelfService, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: High
  • Expected_Execution_Time: 6 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Medium
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, CRUD-Coverage, Validation-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 Service, Database, Validation Service
  • Performance_Baseline: < 2 seconds for CRUD operations
  • Data_Requirements: Existing FAQs for testing operations

Prerequisites

  • Setup_Requirements: FAQ list with existing entries
  • User_Roles_Permissions: CSO Manager role with full FAQ permissions
  • Test_Data: Existing FAQ: "How do I pay my water bill?" in Payments category
  • Prior_Test_Cases: FAQ list view functional

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Click View icon (👁️) for existing FAQ

FAQ details modal opens with read-only information

FAQ: "How do I pay my water bill?"

Verify view functionality

2

Verify FAQ details display

Shows question, answer, category, utility, status, creation date

All FAQ metadata visible

Read-only display

3

Close view modal and click Edit icon (✏️)

Edit FAQ modal opens with pre-filled data

Same FAQ for editing

Verify edit functionality

4

Modify FAQ question

Update question text and save

New question: "How can I pay my water bill online?"

Edit operation works

5

Test duplicate question validation

Try to create FAQ with existing question in same category

Duplicate question: "How do I pay my water bill?" Category: Payments

Should show error: "Question already exists in this category"

6

Test unique question across categories

Create FAQ with same question but different category

Same question in Services category

Should allow creation

7

Click Delete icon  for test FAQ

Delete confirmation dialog appears

FAQ to delete: test entry

Confirm dialog shows

8

Cancel delete operation

Click Cancel in confirmation dialog

FAQ remains in list

Delete cancelled

9

Confirm delete operation

Click Delete in confirmation dialog

FAQ removed from list

Delete successful

10

Verify FAQ count update

Check total FAQ count decreased by 1

Dashboard KPI updates

Real-time count update

Verification Points

  • Primary_Verification: All CRUD operations work correctly; Unique question validation within categories enforced
  • Secondary_Verifications: Confirmation dialogs appear for destructive actions; Data updates reflected immediately
  • Negative_Verification: Cannot create duplicate questions in same category; Cannot delete without confirmation




Test Case 8: Predefined FAQ System

Test Case Metadata

  • Test Case ID: CIS01US15_TC_008
  • Title: Verify system provides predefined FAQs during utility creation
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Integration
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Acceptance
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, FAQ-Management, Predefined-Content, MOD-SelfService, P2-High, Phase-Acceptance, Type-Integration, Platform-Web, Report-Product

Business Context

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

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: Medium
  • Expected_Execution_Time: 8 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Low
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Content-Templates
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, Content-Coverage
  • Trend_Tracking: No
  • 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 Template Service, Utility Creation Service
  • Performance_Baseline: < 3 seconds template loading
  • Data_Requirements: Predefined FAQ templates for all categories

Prerequisites

  • Setup_Requirements: New utility creation process available
  • User_Roles_Permissions: Utility Administrator role
  • Test_Data: Sample utility: "Metro Water Authority"
  • Prior_Test_Cases: User authentication successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Initiate new utility creation

Utility creation wizard starts

Utility Name: "Metro Water Authority"

Begin utility setup

2

Complete basic utility information

Proceed to content setup phase

Basic info completed

Move to FAQ setup

3

Navigate to FAQ setup section

Predefined FAQ options appear

Section: FAQ Templates

Verify template availability

4

Verify Billing category FAQs

Shows 10 predefined billing FAQs

FAQs: "How can I view my latest utility bill?", "What payment methods are accepted?", "Can I pay my bill in installments?", "Why is my bill amount higher this month?", "How can I download past bills?", "What happens if I miss the payment due date?", "Can I receive my bill via email or SMS?", "How is my bill calculated?", "Can I apply for bill corrections if I find an error?", "Is there any discount for senior citizens?"

Check billing templates

5

Verify Services category FAQs

Shows 10 predefined service FAQs

FAQs: "How can I raise a service request?", "What services can I request online?", "How can I track the status of my service request?", "How long does it take to get a new connection?", "Is there a charge for service visits?", "Can I request a meter relocation?", "Can I cancel or reschedule my service request?", "Do I need to be present during service visits?", "What is the charge for a new meter installation?", "How can I update a wrong service request?"

Check service templates

6

Verify Account category FAQs

Shows 10 predefined account FAQs

FAQs: "How do I register for an online utility account?", "I forgot my password. How can I reset it?", "Can I add multiple connections to my account?", "How do I update my phone number or email ID?", "How can I change my billing address?", "How do I deactivate my account?", "Can I view my usage and bill history in my account?", "Can I manage someone else's account, like my parents'?", "Can I receive alerts for my account activity?", "How secure is my utility account information?"

Check account templates

7

Verify Usage category FAQs

Shows 10 predefined usage FAQs

FAQs: "How can I check my daily consumption?", "What is the average consumption for a household?", "How can I reduce my utility usage?", "How often is my meter read?", "Can I compare my usage with neighbors?", "Why is my usage unusually high this month?", "Do I get alerts for high usage?", "Can I get a usage report for the last 12 months?", "What unit is usage measured in?", "Can I track usage by time of day?"

Check usage templates

8

Verify Emergency category FAQs

Shows 10 predefined emergency FAQs

FAQs: "What should I do in case of a gas leak?", "How do I report a power outage?", "Whom should I call for a burst water pipe?", "What is considered an emergency service?", "How fast is emergency support available?", "What safety tips should I follow during an outage?", "Is emergency service chargeable?", "Can I track the technician during emergency visits?", "Can I request emergency disconnection?", "Will I be notified about emergency repair updates?"

Check emergency templates

9

Select FAQs to include

Choose specific FAQs from each category

Selection: 5 billing, 3 services, 4 account, 3 usage, 2 emergency FAQs

Verify selection works

10

Complete utility creation

All selected FAQs added to new utility

Total: 17 FAQs added

Verify FAQ integration

Verification Points

  • Primary_Verification: Predefined FAQs are available for all 5 categories with 10 FAQs each
  • Secondary_Verifications: FAQs can be selected/deselected; Selected FAQs integrate with utility
  • Negative_Verification: Cannot proceed without selecting minimum required FAQs





Test Case 9: Tips List View and Search

Test Case Metadata

  • Test Case ID: CIS01US15_TC_009
  • Title: Verify Tips list view displays with search by title and filter by utility service, status
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Tips-Management, Search, Filter, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Search-Engine
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, Module-Coverage, Search-Analytics
  • 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: Tips Service, Search Service, Filter Service
  • Performance_Baseline: < 1 second search response
  • Data_Requirements: Multiple tips across different utility services and statuses

Prerequisites

  • Setup_Requirements: Tips database populated with test data
  • User_Roles_Permissions: CSO Manager role with tips management permissions
  • Test_Data: 10+ tips with various utility services (Water, Electric, Gas) and statuses (Active, Inactive)
  • Prior_Test_Cases: User authentication and navigation successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to Tips & Guidance tab

Tips Management page loads

URL: /self-service/tips

Verify page loads

2

Verify tips list columns

Table shows: Icon, Title, Quick Summary, Utility Service, Helpful Count, Active, Actions

Column headers visible

Check table structure

3

Verify sample tip entries

Shows "Quick Payment Setup" and "Service Request Tracking" tips

Tip1: Quick Payment Setup/Water Service/23/Active, Tip2: Service Request Tracking/Electric Service/18/Active

Validate data display

4

Test search by title

Enter "Payment" in search box

Search term: "Payment"

Should show "Quick Payment Setup" tip

5

Test partial title search

Enter "Track" in search box

Search term: "Track"

Should show "Service Request Tracking" tip

6

Test utility service filter

Select "Water Service" from filter dropdown

Filter: Utility Service = Water Service

Shows only water service tips

7

Test active status filter

Select "Active" from status filter

Filter: Active = Yes

Shows only active tips

8

Test inactive status filter

Select "Inactive" from status filter

Filter: Active = No

Shows only inactive tips

9

Test combined search and filter

Search "Energy" + Filter "Electric Service"

Search: "Energy", Filter: Electric Service

Shows matching results

10

Clear search and filters

Clear all search and filter inputs

All cleared

Full tips list displays

Verification Points

  • Primary_Verification: Tips list displays correctly with search by title and filter by utility service/status working
  • Secondary_Verifications: Proper icons display; Helpful counts show correctly; Actions column functional
  • Negative_Verification: No results message when search/filter has no matches



Test Case 10: Tips Form Creation and Validation

Test Case Metadata

  • Test Case ID: CIS01US15_TC_010
  • Title: Verify Tips form requires Title, Quick Summary, Detail Summary with utility service and icon selection
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Unit
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, Tips-Management, Validation, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-QA

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • Business_Priority: Must-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: Yes

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: QA
  • Report_Categories: Quality-Dashboard, Validation-Coverage
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: High

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Tips Service, Icon Library, Validation Service
  • Performance_Baseline: < 500ms form validation
  • Data_Requirements: Icon library with predefined icons

Prerequisites

  • Setup_Requirements: Tips management interface accessible
  • User_Roles_Permissions: CSO Manager role with tips creation permissions
  • Test_Data: Valid test tip content
  • Prior_Test_Cases: Tips list view accessible

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Click "Add Tip" button

Add New Tip modal opens

-

Verify modal popup

2

Verify form fields

Form shows Title, Quick Summary, Detail Summary, Utility Service, Select Icon fields

Required fields marked with *

Check field labels

3

Test empty form submission

Click "Create Tip" without filling fields

Error messages display for required fields

Validation: "Title is required", etc.

4

Test Title field validation

Enter tip title

Field accepts input with character limit

Title: "Smart Meter Benefits" (max 50 chars)

5

Test Quick Summary field

Enter brief summary

Field accepts input

Quick Summary: "Track usage in real-time"

6

Test Detail Summary field

Enter detailed description

Field accepts longer text input

Detail Summary: "Smart meters provide detailed usage data that helps you monitor consumption patterns and identify opportunities for savings."

7

Test Utility Service dropdown

Click Utility Service dropdown

Shows options: Water Service, Electric Service, Gas Service, Waste Management, Internet Service

All utility options available

8

Select utility service

Choose "Electric Service"

Service selected successfully

Utility Service: Electric Service

9

Test Select Icon dropdown

Click Select Icon dropdown

Shows icon library with options: Lightbulb, Clock, Check Circle, Target, etc.

Icon options available

10

Complete and submit form

Fill all required fields and submit

Tip created successfully with confirmation

Complete valid tip data

Verification Points

  • Primary_Verification: Required field validation works; Tip creates successfully with valid data
  • Secondary_Verifications: Character limits enforced; Icon selection works properly
  • Negative_Verification: Form cannot be submitted with missing required fields



Test Case 11: Predefined Tips Templates

Test Case Metadata

  • Test Case ID: CIS01US15_TC_011
  • Title: Verify system includes prefilled tip templates during utility creation
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Integration
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Acceptance
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, Tips-Management, Predefined-Content, MOD-SelfService, P2-High, Phase-Acceptance, Type-Integration, Platform-Web, Report-Product

Business Context

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

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Content-Templates
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, Content-Coverage
  • Trend_Tracking: No
  • 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: Tips Template Service, Utility Creation Service
  • Performance_Baseline: < 3 seconds template loading
  • Data_Requirements: Predefined tip templates for all utility services

Prerequisites

  • Setup_Requirements: New utility creation process available
  • User_Roles_Permissions: Utility Administrator role
  • Test_Data: Sample utility supporting multiple services
  • Prior_Test_Cases: Utility creation wizard accessible

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to tips setup in utility creation

Tips template section appears

Section: Tip Templates

Verify template availability

2

Verify Water Utility tips

Shows 10 predefined water tips

Tips: "Fix Leaks Fast", "Smart Watering", "Install Low-Flow Fixtures", etc.

Check water templates

3

Verify water tip details

Check first water tip content

Tip: "Fix Leaks Fast" - "Small leaks = big waste" - "A dripping faucet can waste up to 3000 gallons/year. Fix leaks immediately." - Icon: Alert Triangle

Complete tip details

4

Verify Electricity Utility tips

Shows 10 predefined electricity tips

Tips: "Use LED Bulbs", "Turn Off Appliances", "Smart Meter Benefits", etc.

Check electricity templates

5

Verify electricity tip details

Check first electricity tip content

Tip: "Use LED Bulbs" - "Save more with LEDs" - "LEDs use up to 80% less energy and last longer than traditional bulbs." - Icon: Lightbulb

Complete tip details

6

Verify Gas Utility tips

Shows 10 predefined gas tips

Tips: "Leak Safety First", "Use ISI Marked Burners", "Regular Maintenance", etc.

Check gas templates

7

Verify gas tip details

Check first gas tip content

Tip: "Leak Safety First" - "Don't ignore gas smell" - "Open windows, don't use switches, and call emergency line immediately." - Icon: Alert Triangle

Complete tip details

8

Test tip selection

Select specific tips from each utility type

Selection: 3 water, 4 electricity, 2 gas tips

Verify selection functionality

9

Customize selected tips

Modify content of selected tips if needed

Edit tip: Change "Smart Watering" title to "Efficient Watering"

Customization works

10

Complete utility setup

All selected tips integrated into utility

Total: 9 customized tips added

Verify tip integration

Verification Points

  • Primary_Verification: Predefined tips available for all utility services with complete content
  • Secondary_Verifications: Tips can be selected and customized; Integration works properly
  • Negative_Verification: Cannot proceed without selecting minimum required tips



Test Case 12: Service Center List Management

Test Case Metadata

  • Test Case ID: CIS01US15_TC_012
  • Title: Verify Service Center list displays with search by name/location/premise and filter by type/area/services
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, ServiceCenter-Management, Search, Filter, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-Engineering

Business Context

  • Customer_Segment: All
  • Revenue_Impact: High
  • 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: Medium
  • Failure_Impact: High

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Search-Engine
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, Module-Coverage, Search-Analytics
  • 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: Service Center Service, Search Service, Location Service
  • Performance_Baseline: < 1 second search response
  • Data_Requirements: Multiple service centers with different types, areas, and services

Prerequisites

  • Setup_Requirements: Service center database populated
  • User_Roles_Permissions: Utility Administrator role with service center management permissions
  • Test_Data: Service centers: Main Service Center, North Branch with various attributes
  • Prior_Test_Cases: User authentication and navigation successful

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to Service Centers tab

Service Centers Management page loads

URL: /self-service/service-centers

Verify page loads

2

Verify service center list columns

Table shows: Name, Location, Contact, Type, Areas, Sub Areas, Premises, Services, Active, Actions

All columns visible

Check table structure

3

Verify sample service center entries

Shows "Main Service Center" and "North Branch"

Center1: Main Service Center/123 Main Street/Main Office/Active, Center2: North Branch/456 North Avenue/Branch Office/Active

Validate data display

4

Test search by name

Enter "Main" in search box

Search term: "Main"

Should show "Main Service Center"

5

Test search by location

Enter "North Avenue" in search box

Search term: "North Avenue"

Should show "North Branch"

6

Test search by premise

Enter "Building A1" in search box

Search term: "Building A1"

Should show centers serving Building A1

7

Test type filter

Select "Main Office" from type filter

Filter: Type = Main Office

Shows only main office centers

8

Test area filter

Select "North Zone" from area filter

Filter: Area = North Zone

Shows centers in North Zone

9

Test services filter

Select "Bill Payment" from services filter

Filter: Services = Bill Payment

Shows centers offering bill payment

10

Test combined filters

Apply Type=Branch Office AND Services=Technical Support

Multiple filters

Shows matching centers only

Verification Points

  • Primary_Verification: Service center list displays correctly with search and filter functionality working
  • Secondary_Verifications: Contact information displays properly; Service tags show correctly
  • Negative_Verification: No results message when search/filter has no matches



Test Case 13: Service Center Form Validation

Test Case Metadata

  • Test Case ID: CIS01US15_TC_013
  • Title: Verify Service Center form requires Name, City, Address, Phone, Email with Service Center Type dropdown
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Unit
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, ServiceCenter-Management, Validation, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-QA

Business Context

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

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: Medium
  • Expected_Execution_Time: 6 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: High
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: QA
  • Report_Categories: Quality-Dashboard, Validation-Coverage
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: High

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Service Center Service, Validation Service, Email Validation Service
  • Performance_Baseline: < 500ms form validation
  • Data_Requirements: None (new service center creation)

Prerequisites

  • Setup_Requirements: Service center management interface accessible
  • User_Roles_Permissions: Utility Administrator role with service center creation permissions
  • Test_Data: Valid test service center information
  • Prior_Test_Cases: Service center list view accessible

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Click "Add Service Center" button

Add New Service Center modal opens

-

Verify modal popup

2

Verify form fields

Form shows Name, City, Address, Phone, Email, Service Center Type fields

Required fields marked with *

Check field labels

3

Test empty form submission

Click "Create Service Center" without filling fields

Error messages display for all required fields

Validation messages appear

4

Test Name field validation

Enter service center name

Field accepts input

Name: "Downtown Service Hub"

5

Test City field validation

Enter city name

Field accepts input

City: "Metro City"

6

Test Address field validation

Enter complete address

Field accepts full address

Address: "789 Downtown Blvd, Suite 100"

7

Test Phone field validation

Enter phone number

Field accepts phone with format validation

Phone: "+1-555-0199" (validate format)

8

Test invalid phone format

Enter invalid phone number

Error message for invalid format

Phone: "123" (should show error)

9

Test Email field validation

Enter email address

Field accepts email with domain validation

Email: "downtown@utility.com"

10

Test invalid email format

Enter invalid email

Error message for invalid email format

Email: "invalid-email" (should show error)

11

Test Service Center Type dropdown

Click Service Center Type dropdown

Shows options: Main Office, Branch Office, Payment Center, Customer Service Center, Technical Support Center

All type options available

12

Complete valid form

Fill all required fields with valid data and submit

Service center created successfully

Complete integration test

Verification Points

  • Primary_Verification: Required field validation works; Service center creates with valid data
  • Secondary_Verifications: Format validation for phone and email; Dropdown options display correctly
  • Negative_Verification: Form cannot be submitted with missing or invalid data



Test Case 14: Service Center Cascading Dropdowns

Test Case Metadata

  • Test Case ID: CIS01US15_TC_014
  • Title: Verify cascading dropdowns (City→Area→Sub Area→Premise) with Select All/Clear All for premises
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Integration
  • Test Level: System
  • Priority: P2-High
  • Execution Phase: Regression
  • Automation Status: Manual

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Consumer, ServiceCenter-Management, Cascading-Dropdowns, MOD-SelfService, P2-High, Phase-Regression, Type-Integration, Platform-Web, Report-Engineering

Business Context

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

Quality Metrics

  • Risk_Level: Medium
  • Complexity_Level: High
  • Expected_Execution_Time: 7 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: Medium
  • Failure_Impact: Medium

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Location-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, Integration-Coverage
  • Trend_Tracking: No
  • 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: Location Service, Geographic Database, Cascading Component
  • Performance_Baseline: < 1 second dropdown population
  • Data_Requirements: Hierarchical location data: Cities, Areas, Sub Areas, Premises

Prerequisites

  • Setup_Requirements: Service center creation form with location hierarchy
  • User_Roles_Permissions: Utility Administrator role
  • Test_Data: Location hierarchy: Metro City > North Zone > North Central > Buildings A1, A2, A3
  • Prior_Test_Cases: Service center form accessible

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Open Add Service Center modal

Modal displays with cascading location fields

-

Verify form structure

2

Click City dropdown

Shows available cities

Cities: Metro City, East City, West City

First level dropdown

3

Select "Metro City"

Areas dropdown populates with Metro City areas

Selected: Metro City

Triggers area population

4

Verify Areas dropdown populated

Shows areas for Metro City

Areas: North Zone, South Zone, East Zone

Second level cascade

5

Select "North Zone"

Sub Areas dropdown populates with North Zone sub areas

Selected: North Zone

Triggers sub area population

6

Verify Sub Areas dropdown populated

Shows sub areas for North Zone

Sub Areas: North Central, North East, North West

Third level cascade

7

Select "North Central"

Premises multi-select populates with North Central premises

Selected: North Central

Triggers premises population

8

Verify Premises multi-select

Shows premises with checkboxes

Premises: Building A1, Building A2, Building A3

Fourth level cascade

9

Test "Select All" button

All premises get selected

Action: Click "Select All"

All checkboxes checked

10

Test "Clear All" button

All premises get deselected

Action: Click "Clear All"

All checkboxes unchecked

11

Manually select specific premises

Individual premises can be selected

Selection: Building A1, Building A3

Manual multi-selection

12

Test cascade reset

Changing city resets all dependent dropdowns

Change city to "East City"

Areas, Sub Areas, Premises reset

Verification Points

  • Primary_Verification: Cascading dropdowns work correctly in sequence; Select All/Clear All functions properly
  • Secondary_Verifications: Dependent dropdowns reset when parent changes; Multi-select works for:** All
  • Revenue_Impact: Low
  • Business_Priority: Should-Have
  • Customer_Journey: Daily-Usage
  • Compliance_Required: No
  • SLA_Related: No

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Charts-Library
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Product
  • Report_Categories: Quality-Dashboard, UI-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: Chart.js library, SMART360 Database
  • Performance_Baseline: < 3 seconds chart rendering
  • Data_Requirements: FAQ and Tips data across multiple categories and utilities

Prerequisites

  • Setup_Requirements: Dashboard data populated with sample content
  • User_Roles_Permissions: CSO Manager role
  • Test_Data: FAQs in categories: Payments(15), Service Issues(12), Billing(8), General(5); Tips: Water(35%), Electric(26%), Gas(17%), Waste(13%), Internet(9%)
  • Prior_Test_Cases: CIS01US15_TC_001 passed

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Navigate to Dashboard tab

Dashboard loads with charts section visible

-

Verify charts container present

2

Verify "Content Distribution by Category" bar chart

Bar chart displays with 4 categories: Payments(15), Service Issues(12), Billing(8), General(5)

Chart data from database

Check bar heights match values

3

Verify bar chart labels and formatting

X-axis shows category names, Y-axis shows count scale 0-16

Category names: Payments, Service Issues, Billing, General

Validate proper formatting

4

Verify "Tips by Utility Service" pie chart

Pie chart shows 5 segments with percentages: Water Service(35%), Electric Service(26%), Gas Service(17%), Waste Management(13%), Internet Service(9%)

Utility distribution data

Check segment sizes match percentages

5

Verify pie chart colors and legend

Each segment has distinct color with matching legend

Colors: Blue, Purple, Pink, Orange, Green

Ensure accessibility compliance

6

Test chart responsiveness

Charts resize properly when window size changes

Resize browser window

Charts maintain readability

Verification Points

  • Primary_Verification: Both charts render correctly with accurate data representation
  • Secondary_Verifications: Proper labels, colors, and legends display; Charts are responsive
  • Negative_Verification: No chart rendering errors or data inconsistencies




Test Case 15: Service Center Available Services

Test Case Metadata

  • Test Case ID: CIS01US15_TC_015
  • Title: Verify Available Services checkboxes require at least one selection with proper validation
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: Unit
  • Priority: P1-Critical
  • Execution Phase: Smoke
  • Automation Status: Automated

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, ServiceCenter-Management, Validation, Services, MOD-SelfService, P1-Critical, Phase-Smoke, Type-Functional, Platform-Web, Report-QA

Business Context

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

Quality Metrics

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

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: QA
  • Report_Categories: Quality-Dashboard, Validation-Coverage
  • Trend_Tracking: Yes
  • Executive_Visibility: No
  • Customer_Impact_Level: High

Requirements Traceability

Test Environment

  • Environment: Staging
  • Browser/Version: Chrome 115+
  • Device/OS: Windows 10/11
  • Screen_Resolution: Desktop-1920x1080
  • Dependencies: Service Center Service, Validation Service
  • Performance_Baseline: < 500ms validation response
  • Data_Requirements: Available service options predefined

Prerequisites

  • Setup_Requirements: Service center creation form accessible
  • User_Roles_Permissions: Utility Administrator role
  • Test_Data: Service options: Bill Payment, Disconnection, Technical Support, New Connection, Complaints, Document Collection
  • Prior_Test_Cases: Service center form loads successfully

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Scroll to Available Services section

Available Services checkboxes section visible

-

Locate services section

2

Verify all service options

Shows 6 service checkboxes

Services: Bill Payment, Disconnection, Technical Support, New Connection, Complaints, Document Collection

All options available

3

Test form submission without services

Submit form without selecting any service

Error message: "Please select at least one service"

Validation prevents submission

4

Select single service

Check "Bill Payment" checkbox

Bill Payment selected

Single selection works

5

Test form submission with one service

Submit form with only one service selected

Form submits successfully

Minimum requirement met

6

Select multiple services

Check "Bill Payment", "Technical Support", "New Connection"

Multiple services selected

Multi-selection works

7

Verify visual feedback

Selected checkboxes show checked state

Visual confirmation of selections

UI feedback proper

8

Deselect all services

Uncheck all selected services

No services selected

Deselection works

9

Test validation after deselection

Try to submit form with no services

Error message appears again

Validation re-triggers

10

Complete form with services

Fill all required fields including services and submit

Service center created with selected services

Full integration test

Verification Points

  • Primary_Verification: At least one service must be selected for form submission; Multiple services can be selected
  • Secondary_Verifications: Visual feedback for selections; Error message displays appropriately
  • Negative_Verification: Cannot submit form without selecting any services



Test Case 16: Service Center CRUD Operations

Test Case Metadata

  • Test Case ID: CIS01US15_TC_016
  • Title: Verify Service Center View, Edit, Delete actions and unique name validation within cities
  • Created By: Hetal
  • Created Date: July 23, 2025
  • Version: 1.0

Classification

  • Module/Feature: Self-Service Portal Management
  • Test Type: Functional
  • Test Level: System
  • Priority: P1-Critical
  • Execution Phase: Regression
  • Automation Status: Planned-for-Automation

Enhanced Tags for 17 Reports Support

  • Tags: Happy-Path, Negative, Consumer, ServiceCenter-Management, CRUD, Validation, MOD-SelfService, P1-Critical, Phase-Regression, Type-Functional, Platform-Web, Report-Engineering

Business Context

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

Quality Metrics

  • Risk_Level: High
  • Complexity_Level: High
  • Expected_Execution_Time: 8 minutes
  • Reproducibility_Score: High
  • Data_Sensitivity: High
  • Failure_Impact: Critical

Coverage Tracking

  • Feature_Coverage: 100%
  • Integration_Points: CxServices, API, Database, Validation-Service
  • Code_Module_Mapped: CX-Web
  • Requirement_Coverage: Complete
  • Cross_Platform_Support: Web

Stakeholder Reporting

  • Primary_Stakeholder: Engineering
  • Report_Categories: Quality-Dashboard, CRUD-Coverage, Validation-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: Service Center Service, Database, Validation Service
  • Performance_Baseline: < 2 seconds for CRUD operations
  • Data_Requirements: Existing service centers for testing operations

Prerequisites

  • Setup_Requirements: Service center list with existing entries
  • User_Roles_Permissions: Utility Administrator role with full service center permissions
  • Test_Data: Existing service center: "Main Service Center" in "Metro City"
  • Prior_Test_Cases: Service center list view functional

Test Procedure

Step #

Action

Expected Result

Test Data

Comments

1

Click View icon (👁️) for "Main Service Center"

Service center details modal opens

Service Center: "Main Service Center"

Verify view functionality

2

Verify service center details

Shows all details: name, location, contact, type, areas, services

All metadata visible

Read-only display

3

Close view modal and click Edit icon (✏️)

Edit Service Center modal opens with pre-filled data

Same service center for editing

Verify edit functionality

4

Modify service center name

Update name and save

New name: "Main Customer Service Center"

Edit operation works

5

Test duplicate name validation

Try to create service center with existing name in same city

Duplicate name: "Main Customer Service Center" City: "Metro City"

Should show error: "Service center name already exists in this city"

6

Test unique name across cities

Create service center with same name but different city

Same name in "East City"

Should allow creation

7

Update service center services

Modify available services and save

Add: Document Collection, Remove: Technical Support

Service update works

8

Click Delete icon (🗑️) for test service center

Delete confirmation dialog appears

Service center to delete: test entry

Confirm dialog shows

9

Cancel delete operation

Click Cancel in confirmation dialog

Service center remains in list

Delete cancelled

10

Confirm delete operation

Click Delete in confirmation dialog

Service center removed from list

Delete successful

11

Verify list update

Service center no longer appears in list

List refreshed

Real-time update

12

Check related data cleanup

Ensure no orphaned references remain

Database consistency maintained

Data integrity verified

Verification Points

  • Primary_Verification: All CRUD operations work correctly; Unique name validation within cities enforced
  • Secondary_Verifications: Confirmation dialogs for destructive actions; Related data properly managed
  • Negative_Verification: Cannot create duplicate names in same city; Cannot delete without confirmation


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