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How to test the HappySignals Portal IT Experience application

Here are few example test scripts that you can use as a base for your testing when taking HappySignals Portal measurement into use.

Case 1: As a portal User I want to provide feedback about the portal with the automatic questionnaire.

Pre-requisites for this case:

  • HappySignals Survey pop-up widget has been added to one or more pages in the Service Portal.
  • The probability to display the feedback questionnaire must be higher than zero (0) on the HappySignals widget.
  • Repeated testing should be performed with a browser mode that does not store site cookies.

Test Step

Actor

Action and Result

1

Portal User

Navigate to a portal page where the HappySignals widget is enabled.

2

Portal User Feedback questionnaire appears on the page according to set probability 3 seconds after page load. If the questionnaire does not appear and probability is set, then reload the page until it appears.

3

Portal User Click one of the rating buttons on the feedback questionnaire. A new browser tab opens with the HappySignals Portal Survey form.

4

Portal User Select one or more survey factors and write open text feedback on the HappySignals Portal Survey form. Click "Submit" and HappySignals thank you page appears.

5

Portal User Close the HappySignals thank you page and return to Service Portal where you can continue browsing. The feedback questionnaire is no longer visible on the portal page.

 

Case 2: As a portal User I want to provide feedback about the portal with call to action.

Pre-requisites for this case:

  • HappySignals call-to-action widget has been added to one or more pages in the Service Portal.
  • HappySignals Survey pop-up widget has been added to one or more pages in the Service Portal.

Test Step

Actor

Action and Result

1

Portal User

Navigate to a portal page where the HappySignals call-to-action and survey pop-up widgets are enabled.

2

Portal User Call-to-action appears on the page 3 seconds after page load. If the automatic questionnaire is enabled and appears then the call to action will not appear, if this occurs, reload the page.

3

Portal User Click the call to action to bring up the feedback questionnaire. The feedback questionnaire appears on the page and call-to-action is minimized.

4

Portal Use Click one of the rating buttons on the feedback questionnaire. A new browser tab opens with the HappySignals Portal Survey form.

5

Portal User Select one or more survey factors and write open text feedback on the HappySignals Portal Survey form. Click "Submit" and HappySignals thank you page appears.

6

Portal User Close the HappySignals thank you page and return to Service Portal where you can continue browsing. The feedback questionnaire is no longer visible on the portal page.

 

Case 3: As a HappySignals Analytics User I want to see Portal responses 

Pre-requisites for this case:

  • At least one Portal response has been recorded to the HappySignals Environment

Test Step

Actor

Action and Result

1

Analytics User

Log in to the HappySignals environment. HappySignals dashboard is shown.

2

Analytics User Click the "Service Portal" row on the Dashboard. A base report of Service portal responses is shown.

3

Analytics User Click on the "Feedback" section in the HappySignals header. The latest responses with comments for "Service Portal" are shown.

Case 4: As a HappySignals User I want to see Portal responses in ServiceNow

Pre-requisites for this case:

  • At least one Portal response has been recorded to the HappySignals Environment

Test Step

Actor

Action and Result

1

ServiceNow Administrator

Navigate to a scheduled job "Happy Service Portal IT Experience Integration Job" and execute the job. 

The job execution is successful.

2

ServiceNow User

Navigate to table "Happysignals Service Portal Experience --> HappySignals Feedbacks"

A list of Service Portal feedbacks registered after enabling the two-way integration are visible. 

 

That's it for the base test cases, your final test cases might be slightly different depending on your configuration.

Happy testing!