Accelerate Your Salesforce Service Cloud Testing In 5 Steps

Superior customer service has always been essential to success, but it’s taken on new importance since the start of COVID-19. Software and tools, like the Salesforce Service Cloud, make high-level CRM engagement much more manageable. However, excellence is a responsibility that cannot be left to tools alone. The strategies below can help you elevate your Salesforce Service Cloud testing.

Common Salesforce Service Cloud Challenges

First, let’s acknowledge a few of the most common Salesforce Service Cloud testing issues:

• Problems with application integrations. Most modern businesses have an extensive application portfolio. Unfortunately, none of these applications are wary of the other’s release cycles. It comes as no surprise that integration is a stumbling block in many software development life cycles. 
• Lack of in-sprint automation. In-sprint automation is a prerequisite for fast release cycles. Not only can you catch bugs earlier, but you can also test multiple builds simultaneously. 
• QA Bottlenecks. QA is often left out of the automation conversation. Bridging this gap requires a Salesforce Service Cloud testing solution that utilizes artificial intelligence (AI). AI can help us learn how to simulate end-user interactions and automate more tasks that do not need human judgment. 
• DevOps Immaturity. Many companies fail to implement DevOps methodology to its fullest potential. In part, this occurs when organizations fail to apply DevOps principles to their tools.  For example, a test automation framework should be built on transparency. To achieve this, you need a DevOps dashboard setup that makes analytics digestible for team members of all technical proficiencies. 

How to Optimize Salesforce Service Cloud Testing

Step 1: Ensure your tools are compatible with Salesforce and your integrations.

Salesforce’s popularity arose partly due to its ability to integrate with various platforms and applications. This versatility means two things: 

1. Your Salesforce Service Cloud testing solution must work efficiently across a variety of platforms, browsers, and devices.
2.  You must be able to schedule continuous, automatic test cases to keep up with the rapid pace of change.

Step 2: Use an end-to-end automation framework. 

Salesforce’s dynamic elements demand another essential function from its automatic testing framework: incremental steps. Minor, continuous releases allow the testing solution to pinpoint the cause of defects, no matter where they arise. Implementing parallel testing bots can prohibit small errors from causing a domino effect that impacts the more extensive infrastructure. 

In the case of Copado Robotic Testing, the system will also offer recommendations on resolving issues. Not only does this lighten the load on QA, but it can help you identify general areas that need improvement within your digital ecosystem. 

Step 3: Implement a low-code testing solution. 

Low-code solutions tend to speak for themselves. Most famously, they allow people with little coding experience to handle essential elements of the testing process — like writing test scripts. But what does that mean for Salesforce Service Cloud testing? 

A low-code testing solution can automate the parts of your process that don’t require extensive code or human intervention. Thus, operational teams and other employees without technical experience can customize CRM workflows and collaborate more effectively.

Step 4: Embrace AI opportunities. 

It sounds cliche, but artificial intelligence is truly the future of test automation. The best way to accelerate your Salesforce development is through artificial intelligence. Different testing solutions approach AI differently, so it is best to align your testing framework with your business goals. 

For example, AI in Copado Robotic Testing features self-healing test scripts. It also harnesses the power of analytics to predict release quality. Predicting release quality can help you take the necessary precautions to avoid interruptions in customer service caused by bugs or defects. AI-powered Salesforce Service Cloud testing automation allows your CRM team to focus more on customer satisfaction and less on technical details. 

Step 5: Prioritize DevOps methodologies.

DevOps has one primary goal: to unite the development and operations teams. How does this apply to customer relations? First off, the whole DevOps cycle is rooted in understanding and responding to customer needs. Without customer support in the loop, you won’t be able to translate consumer demands into business goals or understand the technological requirements that make those goals actionable. 

For example, Salesforce Service Cloud literally connects your company to the consumer. If your Service Cloud testing team is siloed, backend bottlenecks could pose problems for all your departments. 

A Salesforce-savvy Test Automation Solution

Copado Robotic Testing facilitates collaboration by providing a customizable DevOps dashboard. The dashboard relates technical functionalities to business requirements and then visualizes them. These visualizations allow any organization member to comprehend pertinent information without additional training.