CRM Testing

Salesforce is the world’s first cloud-based CRM system, The purpose of developing this CRM platform is to help users affordably and easily – sell, service, market, analyze and connect with their clients. Businesses today are becoming increasingly customer-centric.

Validating and monitoring each customer’s journey to make it more personalized and engaging has become a priority for businesses. According to market leader Salesforce, a CRM can be defined as “a strategy that companies use to manage interactions with customers and potential customers.

CRM helps organizations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability.

What is Salesforce CRM Testing

Salesforce testing is the process of verifying that your CRM platform is fully operational and delivers business objectives set prior to installation. Salesforce testing has become a necessity as the application and systems surrounding it become more complex.

It is the process of testing Salesforce for vulnerabilities whenever an update, configuration, or customization is made. End-to-end testing also ensures that integrations with Salesforce are working as they should.

Today’s advanced CRM systems are rarely out of the box and they are not just about data integrity. They require a deep level of customization, integration and analytics to empower you to deliver a magical experience to customers.

RT is a Salesforce Consulting partner and is best equipped to help you deliver the most engaging, personalized, and complete journey to your customers

End-to-end testing also ensures that integrations with Salesforce are working as they should. We at RT We have a seasoned team of certified professionals specializing in Salesforce testing who are well-versed with diverse testing techniques and have strong technical, domain, and functional knowledge we also offers reliable Salesforce QA services.

Why Salesforce Testing?

  • It identifies defects in an early stage with high quality of test accuracy.
  • It helps in providing stability for customized features.
  • It minimizes business risks with testing customization.
  • It ensures functionality is intact with internal or external environment integration testing.
  • It increases test coverage with end-to-end testing.
  • It validates the integration of third-party APIs with Salesforce to meet business requirements.
  • It validates case management workflows designed for customer services.

CRM testing areas

Knowing what to test is critical to unlocking your CRM ROI. Here’s a list of the most critical areas to test in your CRM:

Data Testing

Data is at the heart of your CRM. Compromised data quality can have a negative impact on your business and by the time you realize it, it may be too late. Data testing should cover, missing data, duplicate records and incorrect data, accurate reporting, new data entries, data search functions. Data testing should cover manually entered data, as well as data that comes from 3rd party apps, data siloes, spreadsheets and other systems.

Usability Testing

Usability or UI testing is critical if your team isn’t able to use the system effectively, or if the data entered is incorrect which more often than not might have a cascading effect. CRM testing will ensure that the system becomes user friendly, offers easy availability of data, and reveal meaningful insights about your customers.

Functionality Testing

Functionality testing covers all functions that the users require performing on the system, besides accessibility considerations, and workflows to ensure seamless operation for all users across different teams.

Sales teams need to have a holistic view of all customer interactions. Marketing requires campaign stats effectiveness and engagement in one place. Customer service needs to manage tickets efficiently and so on.

Integration Testing

CRM testing needs to encompass every workflow, enterprise application and 3rd party apps to ensure all the data is connected and easily accessible. Also, end-to-end testing should occur to ensure a seamless journey for all users.

Integration testing will help in identifying bottlenecks across workflows, systems, and apps. Since your CRM is designed to provide a unified view of your customers. Integration testing should encompass all customer touchpoints such as web, customer service, mobile apps, social media, email, chat, Point of Sale and ERP.

Regression Testing

Regression testing validates previously developed software and confirms that it will continue to perform the same way even after it has been updated or interfaced with other systems. If you are migrating to a new CRM, regression testing is essential to validate data integrity before and after migration.

Regression testing is also necessary after any software update, irrespective of the CRM solution you use.

Performance Testing

This is a critical area of testing. After all, you want your CRM to withstand the test of time. With multiple users across different geographies, locations and devices logged in using multiple apps simultaneously, Salesforce performance testing needs to ensure your system won’t disappoint you during peak hours. Some of the parameters that should be tested for include maximum concurrent users, end-of-month automated report generation, operating capacity, application and workflow integration, response times and content Loading speed.

CRM testing plan

Establish a clear CRM testing plan that includes timelines, deliverables, and a clear understanding of who should be involved. We at Girikon follow these time-tested steps to ensure our Salesforce CRM testing approach generates maximum ROI on your investment.

Gather Test Requirements

For CRM testing to be successful, you need to get all the stakeholders on the same page. Having a clear understanding of what your colleagues and employees want to get out of the CRM system is a crucial first step.

Establish the objective and scope of CRM testing and derive a time and cost estimation.

Develop a Test Plan

Design the test cases as per your business goals. This process involves close consultation with all stakeholders, user groups and departments that are eventually going to use the system. Our test cases are designed to meet every customer’s unique needs.

Our testing experts establish a clear understanding of requirements from the user’s perspective. Test cases are designed based on use cases and objectives of the CRM.

Multiple users will be using the system in very distinct ways. Different browsers will be used, at various times of the day, across multiple devices. Our CRM testing services accounts for these diverse and unpredictable user interactions. We also use AI to auto-generate and test unique user journeys that manual testing would never uncover. Testing from the user perspective drives adoption, which is critical for the overall success of the project.

When we develop the test plan, we also consider other vital CRM testing considerations including the complexity of configurations; diversity of workflows and user journeys; third-party integrations; data migration; usability; performance; security; and much more.

Test automation automates repetitive, rule-based tasks, allowing test teams to not only accelerate testing but also expand the test coverage. Additionally, test automation can use AI to uncover bugs in places that manual testers wouldn’t even think of looking into.

Test Execution

Testing the versatility and complexity of the CRM might sound like a job meant for only the most qualified QA Engineer. However, that’s not what we usually do at RT. On most occasions, tests are best designed and executed by someone with a clear understanding of your business, and the commercial impact of the CRM, such as a Business Analyst. Our modern testing solutions adopt a low-code or no-code approach, which does not necessitate the need for a strong technical background of the tester.

Test Results and Analysis

We analyze the test results. Results are documented including key performance metrics like load times, automation cycles, data consolidation Accuracy and much more. Test results must be measurable to directly translate to business efficiency and productivity.