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Siebel echannel testing?
Just a short question. Siebel e-channel CRM package, anybody experience with QA-ing and Testing this? what tools, methodologies are best used for this?
Re: Siebel echannel testing?
Honestly, I have not tested this directly but I did not want your post to go without response. So I spent a little time looking around at some of the specification papers for the eChannel that are on the Web and I immediately saw numerous ways you could test this. The most obvious is performance related to a large extent simply because of the scope of operations that Siebel provides within the context of the channel technology. Equally obvious is data and information integrity since this is a customer-based system and you have to make sure that not only the information flow is performing well, but that it is performing accurately.
In general, one of the easiest ways to consider how to test things is to consider what those things are in the first place. So what is eChannel? What does it do? Well, it delivers enterprise-wide partner management functionality that tries to streamline the business processes between the enterprise (a given organization) and its channel partners. This can help enable anything like collaborative sales, service and marketing (in various sectors, I would imagine), as well as partner lifecycle management and analytics. Okay - so all that should give you some ideas of what needs to be checked for in relation to how the system allows those things.
Also consider that eChannel allows your average organization to provide its partners with collaborative selling tools, so that, for example, partners can interact with their customers directly with interactive advice, specialized product or service configurations, and to transact an online order directly with the brand owner on behalf of the customer - in other words, acting sort of like a portal. That, again, should give you ideas of what to test for based on what you are providing as part of the implementation or what you are using as part of the implementation.
Also consider looking at case studies of people who have used or are implementing eChannel. CHI Consulting is doing this as is Burnham Nationwide. (For example, Burnham says, of eChannel, "This solution will enable our business partners to view and update critical information regarding the progress of their project, ultimately speeding the delivery of permits to our clients." So you can see, based on what Burnham is looking for, that they have some obvious things to test for and some obvious metrics to gather.)
As far as methodologies, you can generally use anything you want as long as it is effective. However, in the case of something like a CRM or PRM solution, I usually go for a methodology that focuses on information engineering and information quality. In general, however, testing something like eChannel will be the same type of overall testing phases that you would normally deploy as part of a standard test methodology - i.e., functional testing, system testing, etc. Also, a big part of CRM testing is generally what is called "ROI testing" - meaning a return on investment testing that determines if the solution provides a return on investment, not just to your organization but to the customer/seller (supplier/buyer, etc.) interactions that are supported by the channel technology. Check out the following links for more on that idea:
[This message has been edited by JeffNyman (edited 01-13-2002).]
Re: Siebel echannel testing?
Some thoughts to add to testing eChannel:
1 - Customizations: The product is highly configurable for the way that a client wants to use it. Any time something is customized, you've got to test whether it works. For example: if you want certain fields in forms to be required fields, then one test is to verify that those fields are indeed required fields before it goes to production and you end up with bad data in the database.
2- Migrations - If eChannel is replacing something else, then you are going to need to test that the data conversion happened properly.
3 - Integrations - do other products feed information into the same database? Does it do it correctly? Can you query for data in eChannel and display it properly even though the data originated in another product?
4 - Load/Performance Testing - Was the site implemented in a way that the performance of the site will be tollerable by the users in a load situation? Some people forget this because it is a 'pre-packaged' application. Just remember that the load balancer could be misconfigured and a whole host of other things could be wrong too. (We use SilkPerformer for this.)
5 - Security Level - Were all the users of the system entered correctly by the admin so that they have the correct rights of what they can see and not see?