Primary Use Case: CRM & SCRM Bidirectional Sync

Background Overview

Customer data must be synchronized between CRM and SCRM systems to maintain a single customer view. Without proper sync, customer experiences are fragmented and data is inconsistent. This primary use case describes bidirectional synchronization, data quality, and conflict resolution.

Goals & Value

• Single Customer View: Unified customer data across all systems.
• Real-time Collaboration: Instant updates for collaborative work.
• Quality Assurance: Accurate and consistent data synchronization.
• Operational Efficiency: Streamlined processes across systems.

Participating Roles

• Data Integration Team: Manage synchronization processes.
• Sales Teams: Use synchronized data for customer management.
• Customer Success: Maintain customer relationships with complete data.
• IT Teams: Maintain integration infrastructure.
• Management: Review synchronization performance and quality.

Primary Scenario User Story

As a sales manager, I want customer data to sync automatically between CRM and SCRM, so that I always have the latest information regardless of which system I'm using.

Sub-scenario Details

Sub-scenario A: Data Mapping & Transformation

• Roles & Triggers: Need to map data between systems.
• Main Process:
  1. Define data mapping between CRM and SCRM fields.
  2. Transform data formats for compatibility.
  3. Handle data type conversions and validations.
  4. Test mappings with sample data.
• Success Criteria: Accurate mappings; proper transformations; validated data.
• Exceptions & Risk Control: Mapping errors; transformation failures; validation issues.
• **Metric Suggestions: Mapping accuracy, transformation success, validation rate.

Sub-scenario B: Real-time Synchronization

• Roles & Triggers: Synchronize data in real-time.
• Main Process:
  1. Monitor data changes in source system.
  2. Trigger synchronization events.
  3. Update target system with changes.
  4. Confirm successful synchronization.
• Success Criteria: Real-time updates; reliable synchronization; confirmation.
• Exceptions & Risk Control: Sync delays; update failures; confirmation issues.
• **Metric Suggestions: Sync latency, success rate, confirmation rate.

Sub-scenario C: Conflict Resolution

• Roles & Triggers: Need to handle data conflicts.
• Main Process:
  1. Detect conflicting data updates.
  2. Apply resolution rules (timestamp, authority).
  3. Resolve conflicts automatically or manually.
  4. Log resolution decisions and actions.
• Success Criteria: Proper conflict detection; fair resolution; complete logging.
• Exceptions & Risk Control: Missed conflicts; unfair resolution; incomplete logs.
• **Metric Suggestions: Conflict detection rate, resolution accuracy, logging completeness.

Sub-scenario D: Data Quality Monitoring

• Roles & Triggers: Need to ensure data quality.
• Main Process:
  1. Monitor data quality metrics.
  2. Identify and flag data quality issues.
  3. Implement data quality improvements.
  4. Report on data quality status.
• Success Criteria: High data quality; proactive monitoring; continuous improvement.
• Exceptions & Risk Control: Quality issues; monitoring gaps; improvement failures.
• **Metric Suggestions: Data quality score, issue detection rate, improvement rate.

Scenario-level Test Case Examples

Test Preparation: Prepare integration platform, data mapping tools, synchronization engine, and conflict resolution system.

Test Case A-1: Customer Update Sync (Positive)

• Prerequisites: Customer data updated in CRM.
• Steps:
  1. Customer information modified in CRM.
  2. Change synchronized to SCRM.
• Expected Results:
  • Update detected and synced.
  • SCRM shows updated information.
  • Sync confirmation logged.

Test Case B-1: Data Conflict Resolution (Negative)

• Prerequisites: Same data updated in both systems.
• Steps:
  1. Conflict detected during sync.
  2. Resolution rules applied.
  3. Conflict resolved.
• Expected Results:
  • Conflict identified accurately.
  • Resolution rule applied correctly.
  • Resolution logged for audit.

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