Citiri Case Solution — Guided End-to-End Test

Before you begin

✓ You are logged in to Salesforce as Faizan Shaik with full admin rights (assumed).
✓ Your email inbox for faizan.shaik@citiri.com is open in another browser tab so you can verify notifications as you go.
✓ Notification engine is live: customer-facing emails fire only on Customer Case records; internal/assignment emails fire on every case.
✓ Each link below opens in a new tab. Tick the checkbox on a step once its expected result is confirmed — progress is saved in this browser.

▶ Open Citiri Console (Home) 📋 Cases list ⚙ Case Configuration app ✉ Email tab

If a button doesn't land on the Case Console, open the Citiri Console app from the App Launcher (the home page hosts the Case Console and Submit tabs).

Internal Case — End-to-End

Enhancement Request · System Configuration · expect internal emails only (no customer email)

▼

Open the Submit experience

From the Citiri Console home page, open the Submit tab to launch the AI-assisted Create a Case flow.

▶ Open Citiri Console → Submit tab

Expect The Create-a-Case screen opens and first asks you to choose a Record Type.

Mark step complete

Choose record type & paste the description

Select the Internal record type. Then paste the description below into the brief-description box and let the AI analyze it.

Description to paste

Faizan Shaik from Citiri is requesting an enhancement to our System Configuration capabilities. Today, whenever an administrator needs to adjust case automation settings — SLA targets, auto-close timing, and notification toggles — they must manually edit custom metadata records, which is slow and error-prone. We would like a guided System Configuration screen so admins can update these settings safely from the UI without editing metadata directly. Please treat this as an Enhancement Request for the System Configuration feature.

Mark step complete

Confirm the AI-extracted fields

After the AI runs, verify it populated the values below. If any value differs, correct it in the UI to match exactly:

Account	Citiri
Contact	Faizan Shaik
Owner	Faizan Shaik
Assigned To	Faizan Shaik
Type	Enhancement Request
Application Feature	System Configuration
Priority	(AI-set — leave as suggested)

Expect Description field contains your pasted text. All fields above match (after any corrections).

Mark step complete

Generate & confirm the request details

Click Next. The AI generates the structured request. Review each section for accuracy and coherence with the description:

User Story
Current Process
Desired Process
Acceptance Criteria (A/C)
Profiles Affected

Expect All five sections are pre-filled and on-topic. Edit any that need refining, then confirm.

Mark step complete

Create the case & check the first emails

Submit to create the case. Then open it from the Cases list (most recent).

📋 Open Cases list ✉ Check email tab

Email check You (Owner) should receive the branded internal "new case / assigned" email. No customer email should arrive (this is an Internal record type).

Expect Case opens on the Case Record page; status = Pending; Suggested Solution component renders.

Mark step complete

Walk the case through the full workflow

Use the case action buttons on the record. For every step: enter Faizan Shaik for any user prompt, type any test reasoning where asked, then after each transition switch to your email tab and confirm you received the matching internal email — and no customer email.

Action	New status & prompt
Acknowledge	→ Reviewed
Initiate	→ In Progress
Send to QA	→ Quality Assurance · prompt "Who is testing?" → Faizan Shaik
Send Back	→ Reviewed · prompt "Who is working?" → Faizan Shaik
Initiate	→ In Progress
Send to QA	→ Quality Assurance · "Who is testing?" → Faizan Shaik
QA Pass	Choose Sandbox Deployed · prompt "Who is deploying?" → Faizan Shaik · → Reviewed (QA Pass set)
Initiate	→ In Progress
Send to CX	→ Customer Experience · prompt "Who is delivering?" → Faizan Shaik
Schedule Meeting	→ Pending Customer Information
Continue Case	→ In Progress
Complete Case	prompts "Who worked?" → Faizan Shaik, Solution Delivered Date, Resolution Type · → Pending Customer Verification

Email check Across these steps expect internal emails only: status-change notifications (to Owner) and assignment emails (to Assigned To) for Testing, Deploy, Deliver, and Work. Confirm zero customer emails the entire time.

Verify After each action, confirm the status badge matches the "New status" column above before continuing.

Mark step complete

Confirm completion state

On the completed case, verify the lifecycle data landed correctly.

Expect Status = Pending Customer Verification; Resolution Type, Total Resolution Time, and Solution Delivered Date populated; Assigned To = Faizan Shaik; SLA & Metrics + Resolution Summary populated.

Mark Internal test complete

Customer Case — End-to-End

Enhancement Request · Project Tracking · expect all active emails, including customer email

▼

Open the Submit experience

Return to the Citiri Console home page and open the Submit tab again.

▶ Open Citiri Console → Submit tab

Expect The Create-a-Case screen opens and asks for a Record Type.

Mark step complete

Choose record type & paste the description

Select the Customer Case record type. Then paste the description below into the brief-description box.

Description to paste

Faizan Shaik from Citiri is requesting an enhancement to Project Tracking. Currently, project managers cannot see a single consolidated view of milestones and due dates across all the cases linked to a project, so they resort to maintaining separate spreadsheets to track delivery progress. We would like an enhancement that adds a Project Tracking dashboard showing milestone status, owners, and due dates in one place. Please treat this as an Enhancement Request for the Project Tracking feature.

Mark step complete

Confirm the AI-extracted fields

Verify the AI populated the values below. If any value differs, correct it in the UI to match exactly:

Account	Citiri
Contact	Faizan Shaik
Owner	Faizan Shaik
Assigned To	Faizan Shaik
Type	Enhancement Request
Application Feature	Project Tracking
Priority	(AI-set — leave as suggested)

Expect Description field contains your pasted text. All fields above match (after any corrections).

Mark step complete

Generate & confirm the request details

Click Next. Review the AI-generated request sections for accuracy:

User Story
Current Process
Desired Process
Acceptance Criteria (A/C)
Profiles Affected

Expect All five sections pre-filled and on-topic. Edit as needed, then confirm.

Mark step complete

Create the case & check the first emails

Submit to create the case, then open it from the Cases list.

📋 Open Cases list ✉ Check email tab

Email check Because this is a Customer Case, you should receive the branded customer "New Case" email (to the Contact) and the internal new-case/assignment email. The customer email is link-free.

Expect Case opens; status = Pending; Suggested Solution component renders.

Mark step complete

Walk the case through the full workflow

Use the same action sequence as the internal test. For every step: enter Faizan Shaik for any user prompt, type any test reasoning, then verify in the email tab that you received all active emails for that event — internal and customer where applicable.

Action	New status & prompt
Acknowledge	→ Reviewed
Initiate	→ In Progress
Send to QA	→ Quality Assurance · "Who is testing?" → Faizan Shaik
Send Back	→ Reviewed · "Who is working?" → Faizan Shaik
Initiate	→ In Progress
Send to QA	→ Quality Assurance · "Who is testing?" → Faizan Shaik
QA Pass	Choose Sandbox Deployed · "Who is deploying?" → Faizan Shaik · → Reviewed
Initiate	→ In Progress
Send to CX	→ Customer Experience · "Who is delivering?" → Faizan Shaik
Schedule Meeting	→ Pending Customer Information
Continue Case	→ In Progress
Complete Case	"Who worked?" → Faizan Shaik, Solution Delivered Date, Resolution Type · → Pending Customer Verification

Email check Expect all active emails: internal status-change (Owner) and assignment emails (Assigned To) for Testing/Deploy/Deliver/Work, plus any customer-facing email that fires for the event. The customer "Case Closed" email fires when the case auto-closes from Pending Customer Verification (hourly job) — check for it shortly after completing.

Verify After each action, confirm the status badge matches the expected status before continuing.

Mark step complete

Confirm completion state

On the completed customer case, verify the lifecycle data.

Expect Status = Pending Customer Verification; Resolution Type, Total Resolution Time, Solution Delivered Date populated; Assigned To = Faizan Shaik; SLA & Metrics + Resolution Summary populated; (later) case auto-closes and the customer receives the Case Closed email.

Mark Customer test complete