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What are the best ways to test cloud-based customer service platforms?

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Cloud-based customer service platforms are becoming more popular as they offer scalability, flexibility, and cost-effectiveness. However, they also pose some unique challenges for software testing, such as security, performance, and integration. How can you ensure that your cloud-based customer service platform meets the expectations of your users and stakeholders? Here are some of the best ways to test cloud-based customer service platforms.

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Jason Nwakaeze

Python |NodeJS SQL|NoSQL AWS|GCP

1 Understand the requirements

Before you start testing, you need to have a clear understanding of the requirements and specifications of your cloud-based customer service platform. What are the features and functionalities that you need to test? What are the quality criteria and standards that you need to meet? What are the risks and dependencies that you need to consider? By defining the scope and objectives of your testing, you can plan and prioritize your test cases and activities.

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Shilpa Kabra

Agile Product & Project Manager (Certified SCRUM Master) | SDLC | Quality & Process Optimization
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One thing I wanted to add is by knowing the correct requirements you can make test cases with positive results and negative results. Another thing is clear understanding of requirements helps you define better steps and all different ready scenarios to achieve that requirement which may not be in the story.

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2 Choose the right tools and methods

Testing cloud-based customer service platforms requires the utilization of tools and methods that suit your needs and context. Depending on the type and level of testing, you may use different tools and methods, such as functional testing tools like Selenium or Postman to verify that the platform works as expected, performance testing tools like JMeter or LoadRunner to measure and improve speed, reliability, and scalability, security testing tools like ZAP or Burp Suite to identify and mitigate vulnerabilities, and integration testing tools like SoapUI or RestAssured to ensure that the platform interacts with other systems and components.

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Shilpa Kabra

Agile Product & Project Manager (Certified SCRUM Master) | SDLC | Quality & Process Optimization
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Chosing right tool saves a lot of time. It should be automatically connected to the ticketing system. It helps to do quick sanity check after each update or big fix.

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3 Test in different environments

One of the advantages of cloud-based customer service platforms is that they can run on different environments, such as public, private, or hybrid clouds. However, this also means that you need to test your platform in different environments to ensure its compatibility and functionality. You may use cloud testing services, such as AWS, Azure, or Google Cloud, to create and access various test environments. You may also use tools such as Docker or Kubernetes to create and manage containers for your test environments.

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4 Test with real data and users

Testing with real data and users is essential to ensure that your cloud-based customer service platform delivers a satisfactory user experience. You may use data masking or synthetic data generation tools, such as Delphix, Informatica, or Faker, to create realistic and anonymized data for your testing. You may also use user feedback and analytics tools, such as UserTesting, Hotjar, or Google Analytics, to collect and analyze the data and behavior of your real users.

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Jason Nwakaeze

Python |NodeJS SQL|NoSQL AWS|GCP
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I do think that testing cloud-based customer service platforms needs to feel real, just like you're using it in the wild. Use tools that make fake data look and feel real, like Delphix, Informatica, or Faker. These tools help create data that's realistic but doesn't spill the beans on real info. Get into the user's shoes by using tools like UserTesting, Hotjar, or Google Analytics. They help you peek into how real users interact and behave with your platform. By testing with real-like data, fiddling with user interactions, and peeking at user feedback and analytics, the developers and QA teams can give these platforms a solid check and make sure they work smoothly for users

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Shilpa Kabra

Agile Product & Project Manager (Certified SCRUM Master) | SDLC | Quality & Process Optimization
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I agree ?? that test with real data is necessary else we do run into P0 issues as after launch. I have seen an example where testing team find lot of crashes with some crazy scenarios which are never used by customer and prioritizing crash over some other feature issue which customer uses a lot and leave that buggy so I think testing with data and their use case is better way to prioritize and using engineering time

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5 Test continuously and collaboratively

Testing cloud-based customer service platforms is not a one-time activity, but a continuous and collaborative process. You need to test your platform regularly and frequently to ensure its quality and reliability. You may use tools such as Jenkins, GitLab, or CircleCI to automate and integrate your testing into your development and deployment cycles. You may also use tools such as Jira, Trello, or Slack to communicate and coordinate your testing with your team and stakeholders.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to test cloud-based customer service platforms?

1

2

3

4

5

6

1 Understand the requirements

2 Choose the right tools and methods

3 Test in different environments

4 Test with real data and users

5 Test continuously and collaboratively

6 Here’s what else to consider

Software Testing

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What are the best ways to test cloud-based customer service platforms?

1

2

3

4

5

6

1 Understand the requirements

2 Choose the right tools and methods

3 Test in different environments

4 Test with real data and users

5 Test continuously and collaboratively

6 Here’s what else to consider

Software Testing

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