Name

Customer Validation

QARAR Recommendation

Screening Results

Screening Review

SAMA Results

Card Delivery Address

CARD Issuance (KYC Check)

 Description
Sales Agent/ Branch Executive creates a customer record
or
Updates an existing customer record
Sales Agent/ Branch Executive Initiates Onboarding
Sales Agent/ Branch Executive Request customer identity creation in external systems.
Sales Agent/ Branch Executive Uploads customer documents in CRM
Sales Agent Request QARAR Recommentdation

Scenario 1: QARAR Decline/ No Response

Onboarding gets assigned to Sales Supervisor for his/her approval.
Onboarding passed on to Credit Analyst for his/her approval.
Onboarding passed on to Credit Analyst Lead for his/her approval.
Scenario 2: QARAR Approval
Onboarding assigned to Credit Analyst for his/her approval
Onboarding passed on to Screening team for capturing risk and name screening results
Onboarding passed on to Credit Team
Scenario 1: High Risk
Onboarding assigned to Compliance team for there feedback, by the credit team.
Compliance team provides feedback.

Scenario 2: Low Risk

Credit Team approves and moves the onboarding record for SAMA results to compliance team
Compliance team captures result in CRM.
Onboarding passed on to Credit Team.

Credit Team reviews the address for card delivery

Credit Team, reviews all the mandatory checks.

Provides Credit Limit
Select Billing cycle.
Request Card creation in FD by finishing the Onboarding record.
Card Issued, Customer Onboarded.
 Labels Review
Assignee Point(s)
Name

Customer Validation

Screening Results

Screening Review

SAMA Results

Card Delivery Address

CARD Issuance (KYC Check)

Description Assignee Labels
Sales Agent/ Branch Executive captures supplementary card user details.
Sales Agent/ Branch Executive Initiates Onboarding
Sales Agent/ Branch Executive selects delivery address and uploads required documents.
Onboarding passed on to Screening team for capturing risk and name screening results
Onboarding passed on to Credit Team
Scenario 1: High Risk
Onboarding assigned to Compliance team for there feedback, by the credit team.
Compliance team provides feedback.
Scenario 2: Low Risk
Credit Team approves and moves the onboarding record for SAMA results to compliance
team
Compliance team captures result in CRM.
Onboarding passed on to Credit Team.

Credit Team reviews the address for card delivery

Credit Team, reviews all the mandatory checks.

Provides Credit Limit.
Select Billing cycle.
Request Card creation in FD by finishing the Onboarding record.
Card Issued, Customer Onboarded.
Review Point(s)
Name

ID Expiry Update

Notification Triggering
Description
Branch Executive searchs for the customer record and create a SR.
Branch Executive perfoms customer verification and caputes ID details.
Branch Executive uploads documents in CRM
Branch Executive assigns the SR to Branch Manager.
Branch manager reviews and resolves the SR.
ID updated in external and CRM system.

Verify notification is triggered 30 days before ID expiry date

Verify Notification being triggered Same date of expiry ID
Verify Notification being triggered after 90 Days from ID expired
Verify notification being triggered once the account is unblocked
 Labels Review
Assignee Point(s)
 Name

Validate the Process General Enquiry

Validate the Process SAMA Complaints

Validate the Process Of Request Call Back
Validate the Process Of Feedback
 Description

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4.Verify that Branch Executive/CCAselects the customer. The products and
recent cases associated with the customers.
5.Verify that in case the enquiry is requested by an unknown customer to bank,
the Branch Executive/CCAwill search for anonymous customer record.
6.Verify that the anonymous customer record will get auto populated and then
Branch Executive/CCAwill select the case type as general enquiry to create the
service request
7.Verify that On successful creation of service request Branch Executive/CCAwill
be navigated to General Enquiry form.
8.Verify that Once the information is provided to the customer, Branch
Executive/CCA can mark the “Information Provided”field as “Yes”
9.Verify that Once the Branch Executive/CCA clicks on “OK”the service request
gets closed

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Verify that Branch Executive/Branch Managercaptures the customer name in
Advanced search box
4. Verify that If multiple customer records are present with similar name, Branch
Manager/Executivewill receive a list of all the record with similar name
5. Verify that Branch Manager/Executiveselects the customerfor whom SAMA
complaint is to be raised
6. Verify that Selecting the case type SAMA Complaint from “Case Type Picker”
7.Verify that Service Request created for Customer “Abdul Razzaq”for case Type
“SAMA complaint”
8. Verify that Branch Manager/ Executive captures the Complaint Reference
Number and AdditionalDetails regarding the Complaint in CRM.
9.Verify that Once the details are captured, Branch Manager/ Executivesaves the
record and observes “Complaint Reference No”and “Description”fields are
locked and case is Assigned to “Branch Manager”.
10.Verify that Once the SR is assigned to Branch Manager, he can either provide
feedback on the complaint from his side and Close the SR.
11.Verify that Once the back-office user logs on to CRM,hecan navigate to the
assigned SR by finding the record under “Back-office Open Cases”
12. Verify that Once the feedback is captured by relevant team(Back-office in this
case), the SR can be assigned back to Branch Managerby clicking on the
“Assign”buttonfor further processing of the request
13.Verify that Once the task is assigned to branch manager, he can view the SR
under “Active SAMA Complaints”section in “Branch Manager Workspace”.
14. Verify that If the Branch manager is satisfied with the feedback provided by
relevant team/user (back-office 1 in this case) He can close the SRby clicking on
“Mark Complete”button and Update SAMA Care Portal.
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Verify that Branch Executive/Branch Managercaptures the customer name in
Advanced search box
4. Verify that If multiple customer records are present with similar name, Branch
Manager/Executivewill receive a list of all the record with similar name
5. Verify that CCA/Branch Agent selects the customer, the products and recent
cases associated with the customerwill be auto populated
6. Verify that CCA/Branch Agentsearches forthe“Request Call Back”tilefrom the
case type picker for SR creation
7. Verify that Once the CCA/ Branch agent clicks on the “Request Call Back”tile, a
SR will be created,and user will be navigated to the SR form.
8. Verify that On creation of SR, CCA/Branch agent will capture following Details
in CRM:
•Department (From whom call back is required)
•Preferred Time(if any)
•Description (Descriptionregarding the call back)
9. Verify that the relevant team will login and can find theassigned task
under“Open Cases”or “Pending Cases”sectionfor the relevant team.
10.Verify that the Card Ops team user can navigate to the SR by clicking on the
“Case Link”provided for the SR under “Pending for Card Ops Team”section.
11. Verify that On clicking on the case link, user will be navigated to the assigned
SR.
12.Verify that Once the comment is captured in CRM, user can click on “Next
Stage”.
13.Verify that Once the user moves to the next stage, he confirms closure of
Service Request and closes the SR
14. Verify that User marks Confirm Closure as “Yes”and clicks on the
“Finish”button to close the service request.
15. Verify that Once the user confirms closure of request, SR becomes inactive
and Status reason changes to “Resolved”
redirected to their workspace.
7.Verify that User will enter customer’s Name or ID in the advanced search box
and Press “Enter” key
8.Select the desired customer. The selected customer will be listed in the search
box, the products owned by him / her and recent cases related to the customer
will be listed in “Customer Products” and “Recent Cases” grid respectively.
9.Select SR Type “Feedback” from the case tiles grid to register the Service
request for Feedback.
10.Service Request form will open with following fields as pre-populated
•Request Name
•Customer
•Case Type = “Feedback”
•Owner
11.Verify that Agents asks the customer for the following to register his
feedback.
•Feedback For?•Satisfaction Level
•How likely are you to recommend our services to others
•Customer Feedback Comments
a.The options for “Feedback For?” are:
•Mobile App
•Product
•Services
•Staff
•Web Portalb.
The options for “Satisfaction Level” are:
•Very Satisfied
•Satisfied
•Neutral
•Unsatisfied
•Very Unsatisfiedc.
The options for “How likely are you to recommend our services to others” are:
•Very Likely
•Likely
•Neutral
•Unlikely
•Very Unlikely
12. Verify that Click on “Save” button.
 Assignee Labels

Shatikanth others

Shatikanth others
Shatikanth others
Review Point(s)
 Name

Validate the Process Card Activation

Validate the Process Card Block

Validate the Process Card Unblock

Validate the Process Card Not Delivered

Validate the Process Card Not Working
Validate the Process Card Cancellation
Validate the Process of Credit Limit Increase
Validate the Process of Credit Limit Decrease

Validate the Process of Points Enquiry

Validate the Process of Transaction Enquiry

Validate the Process of Balance Enquiry

Validate the Process of Card Lost & Reissue

Validate the Porcess Of Print Statement

 Description

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Select the Customer product for which customer wants to raise the service request and selects “Card Activation” from
the case type picker.
6.Click the “CardActivation” case tile,
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will receive a notification "Customer has been successfully verified"

10 . Verifies In case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
11.Click on “Activate Card” button to request card initiation
12.Card Activated successfully.

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Select the Customer product for which customer wants to raise the service request and selects “Block Card” from the
case type picker.
6.Click the “Block Card” case tile
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will receive a notificationto provide the reason for blocking card.
10 . Verifies In
case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
11.Click on “Block Card” Button
12.Card Block successfully.
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Selects the Customer product for which customer wants to raise the service request and selects “Card Not Delivered”
from the case type picker.
6.Click the “Unblock Card” case tile
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will receive a notification "Customer has been successfully verified"
10 . Verifies
In case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
11.Click on “Unblock Card” button to unblock the card.
12.Card unblock successfully.
6. Click on the “Card Not Delivered” case tile
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will receive a notification and the task will be assigned to back-office
10.
Verifies In case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
11. Log into Back office Workspace and double clicks on the “CaseLink”provided under “Back office Open Cases” section.
12. Verifies the status of card delivery on First Vision. If the status of card delivery is “Not Delivered” marks the “Card Not
Delivered” field as “No” and clicks on the finish button . 13
Verifies If the card is not delivered because of getting lost, user will perform following actions
•Mark Card Delivered as “No”
•Mark Card Lost as “Yes”
•Click on finish button
14.Verifies On clicking on the finish button user receives a notification to confirm whether he wants to raise a request for
“Card Lost & Reissue”
15.Verifies On Clicking on “Yes” user initiates the process for “Card Lost & Reissue” andthe service request is closed with
status reason as “Card Reissue Request Initiated”
16.Verifies if the card needs to be redelivered, user will perform following actions
•Mark “Card Lost”as “No”
•Mark “Card Redelivery?”as “Yes”
•Click on Finish button
16. Verifies On clicking on the finish button user receives a notification to confirm whether he wants to redeliver the card
18. Verifies On Clicking on “Yes” user initiates the process for “Card redelivery” and the service request is closed with
status reason as “CardRedelivery initiated”.
19. Verifies If the card is to be collected from the branch by the customer, user performs following actions
•Mark “Card Redelivery”as “No”
•Mark “Collectfrom branch” as “yes”
•Click on Finish button
20.Verifies On clicking on the finish button user receives a notification to confirm whethercustomer will be able to collect
card from the branch.
21 .Verifies On Clicking on “Yes” user receives a notification that card will be collected from branch.
22.Verifies Once the card is collected by customer from the branch, user can select the “Collected from Branch”field as
“Yes”andclicks on the finish button to resolve the service request.
23 Verifies customer verification is not successful, or the customer chooses to cancel the servicerequest while the
verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The verification
window will close.The Status Reason will be set to “Customer Not Verified”.
“Card Not Working” from the case type picker
6.Click on the “Card Not Working” case tile.
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated) . 9.
Verifies In case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
10.On successful verification of customer CCA/Branch Agentwill receive a notification
11. Log into Card Ops Workspace and double clicks on the “CaseLink”provided in the record under “Pending for Card Ops
Team”
12. Verifies If the reason received by Card Ops userfor card not working is “damaged card”, user will select the issue type
as Card Damaged and clicks on the finish button.
13 Verifies On clicking on the finish button Card Ops userwill receivea message for card replacement
14.Verifies On Clicking on “Yes” button Card Ops user initiates the process for “Card Replacement” and the service
request is closed with status reason“Card Replacement Request Initiated". 15.Verifies
On clicking on the finish button Card Ops userwill receivea message for card replacement.
16.Verifies On Clicking on “Yes” button Card Ops user initiates the process for “Card Replacement” and the service
request is closed with status reason“Card Replacement Request Initiated”
17.Verifies API call fails for card replacement, Card Ops user manually requests for Card replacement through FD.
18.Verifies that Card Ops user requests for the card replacement manually by marking the field “Activate Manually”as
“Yes”and click on the “Finish Button”
19.Verifies Card Replacement requested manually,and SR gets closed.
20.Verifies the card status received by Card Opsis “Card not Activated”, user will select the issue type as “Card Not
Activated” and clicks on the finish button
21.Verifies On clicking on the finish button user receives a notification to confirm whether he wants to raise a request for
“Card Activation”
22.Verifies On Clicking on “Yes” user initiates the process for “Card Activation” and the service request is closed with
status reason as “Card Activation Initiated”
23.Verifies If the card status received by Card Opsis “Card Expired”, user will select the issue type as “Card Expired” and
clicks on the finish button
24.Verifies On clicking on the finish button user receives a notification to confirm whether he wants to raise a request for
“Card Reissue”
25.Verifies On Clicking on “Yes” user initiates the process for “card reissue” and the service request is closed with status
reason as “CardReissue Initiated”,
26. Verifies If the API call fails for card replacement, Card Ops user manually requests for Card replacement through FD.
27.Verifies Card Ops user requests for the card replacement manually by marking the field “Activate Manually”as
“Yes”and click on the “Finish Button”
28.Verifies Card Replacement requested, SR Closed
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Selects the customer product for which cancellation is required andclicks on “Cancel Card”tile from the case type picker
6.Click on the “Cancel Card” case tile
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9. Verifies On successful verification user can observe that the service request gets assigned to retention team.
10.Verifies In case the customer's verification fails, the agent can cancel the SR by clicking on the "Cancel SR" button
11.Log into in the “Outbound Calling Workspace” and double clicking on the task user will be navigated to Phone call
activity
12. Verifies that After the phone call with customer, if customer agrees to cancel the service request. User marks
“Customer Retained?” field as yes
13. Verifies that On confirming that customer doesn’t want to cancel the card, user can observe that the status of phone
call activity is changed to completed.
14. Verfies that On completion of the phone call activity the Service Request is closed 15
. Verifies If customer doesn't wants to be retained, retention team marks the "Customer Retained" field as "No" and mark
completes the activity.
16. Verifies On completion of the activity, the SR will be assigned to (Back-office, please check the document for
confirmation). Back office completes the request for card cancellation and SR is closed.
15.Verify that On clicking onthe “Next Stage” button on “Document Upload” Stage, branch user can observe that the SR is
assigned to “Credit Team” for further processing of the request .
16.Verify that Once the Credit Team user logs on to CRM, he can view the list of tasks assigned to them under “Credit
Limit Increase/Decrease” section.
17. Verify the credit team user can navigate to the documents uploaded on SharePoint by following the same procedure
shown for uploading documents on SharePoint.
18. Verify that Credit Team can follow the same procedure for rejecting the documents as it was followed for approving
documents.
19 Verify that If the uploaded documents are rejected by the Credit Team, SR will get closed withStatus reason as
“Documents Rejected”
20.Verify that On rejecting the documents, Credit team user marks “Is Credit Limit Increased”field as “No”and “All
Documents Validated”field as “Yes”and clicks on the “Finish Button”, post which the SR gets closed with status “Credit
Limit Request Rejected”
21. Verfiy that Credit Team user can approve a document by doing following actions:
•Click on the Document Link
•Download the Document
•Select the record
• Click on “Approve” button for approving
22. Verifies Credit Team performs checks using Credit Bureau Portal for approving the limit change request by customer.
23.Verifies If the limit change is approved Credit Team user performs following actions:
•Marks “Is Credit Limit Increased” as “Yes”
•Capture “Recommended Credit Limit”
•Mark “All Document Approved” as “yes”
•Click on Next Stage
22.Verify that Credit team user can observe that once the limit increase request is approved, SR is assigned to Card
Operation team for further processing
23. Verify that If the customer is not eligible for limit change.Credit Team user performs following actions:
•Change “is Credit Limit Increased” to “no”
•Click on “Next Stage” Button
24. Verify that Once the Card Operation user logs on to CRM, he will be able to find the assigned SR under “Credit Limit
Increase/Decrease” section in Card Ops Workspace.
25. Verify that User can click on the Case Link provided for the Case to navigate to the Service Request
26. Verify that For updating the limit in FD, the Card Ops user marks the “Update in FD” field as “yes” and clicks on
“Finish” Button
27. Verify that customer verification is not successful, or the customer chooses to cancel theservice request while the
verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button.The Status Reason will
be set to “Customer Not Verified”.
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5. Verify Branch Agentselects “Credit Limit Decrease” from the case type picker.
6.Verify On clicking the “Credit Limit Decrease” case tile, Branch Agentis navigated to Service Request detail form, where
user will require customer’s “Date of Birth” for verification
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will receive a notification "Customer has been successfully verified"
10 Verifies Once the recommended credit limit is captured in CRM, Branch Executive clicks on Next Stage and observes
that the SR is assigned to Card Operations Team for further processing of request.
11.Verifies Once the Card Operation Team user logs on to CRM, he can view the list of assigned SR’s to them under
“Credit Limit Increase/Decrease”section in Card Ops Workspace
12.Verifies The user can navigate to Credit Limit Decrease SR by clicking on the “Case Link”provided for the SR under
“Credit Limit Increase/ Decrease”section.
13.Verifies The SR for limit decrease is assigned to Card Operation team for checking whether the debt against customer
is greater than the requested limit change.

14. Verifies If the limit change is approved byCard Ops Team, user performs following actions:
•Mark Is “Debt more than limit”to “No”
•Mark “Is Credit Limit Decreased”to “Yes”
•Click on Finish button
15. Verfies On performing the above-mentionedactions, user can observe that the SR get resolved and Success message
is populated in “Message from FD”field.
16. Verfies If the credit limit change is rejected following the checks, card operation team user performs following
actions:
•Mark “Is debt more than Limit” as “Yes”
•Mark Is Credit Limit Decreased” as “No”
•Click on Finish Button
17.Verifies Once the above-mentioned steps are performed by user, the SR gets closed with status reason “Credit Limit
Request Rejected”
18. Verifies customer verification is not successful, or the customer chooses to cancel theservice request while the
verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button.The Status Reason will
be set to “Customer Not Verified”

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5. Verifies User selects the Customer product for which customer wants to raise the service request(Refer screenshot
5)and selects “PointsEnquiry” case tile from the case type picker
6.Verifies On clicking the “PointsEnquiry” case tile, user is navigated to Service Request detail form, where user will
require customer’s “Date of Birth”
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will be able to see the pointsavailable in customers’product
10.Verifies the customer verification is not successful, or the customer chooses to cancel the“PointsEnquiry” service
request while the verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The
verification window will close.The Status Reason will be set to “Customer Not Verified”
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Verifies selects the Customer product for which customer wants to raise the service request and selects “Transaction
Enquiry” case tile from the case type picker
6. Verifies On clicking the “Transaction Enquiry” case tile, user is navigated to Service Request detail form, where user will
require customer’s “Date of Birth”
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Verifies Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful customer verification user can view the transaction details of customer under “Transactions Tab”
10.Verifies customer verification is not successful, or the customer chooses to cancel the “Transaction Enquiry” service
request while the verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The
verification window will close.The Status Reason will be set to “Customer Not Verified”

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4.Select the Valid customer and the products and recent cases associated with the that chosen customer.
5.Verifies selects the Customer product for which customer wants to raise the service request and selects
“BalanceEnquiry” case tile from the case type picker
6.Verifies On clicking the “Balance Enquiry” case tile, user is navigated to Service Request detail form, where user will
require customer’s “Date of Birth”.
7.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
8.Verifies Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
9.Verifies On successful verification of customer user will be ableto see the balance available incustomers’product
10. Verifies customer verification is not successful, or the customer chooses to cancel the“BalanceEnquiry” service
request while the verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The
verification window will close.The Status Reason will be set to “Customer Not Verified”.
1.Login as Branch Executive into the FAB CRM Banking Solution
2.Open the Start Case
3.Search customer record Using Advanced Search
4.Verify that Branch Executive/CCA selects the Customer product for which customer wants to raise the service request
and selects “Card Lost & Reissue” from the case type picker
5.Verify On clicking the “Unblock Card” case tile, Branch Executive/CCA is navigated to Service Request detail form,
where the Branch Executive/CCAwill require customer’s “Date of Birth”for verification
6..Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
7.Verifies Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
8.Verifies On successful Verification of the Customer,the SR gets assigned to Card Ops team for further processing of the
request
9.Verify that Once the Card is blocked, the SR gets assigned to Card Ops.
10.Verify that User clicks on the “Case Link”provided for the record under “Pending for Card Ops”Section and navigates
to the assigned SR.
11. Verify that Once thetask is assigned to Card Opsuser. The user has to perform fraudulent checks on the customer
record.
12.Verify that If no fraudulent activity is found for the customer record, Card Opsuser marks the “Found Suspicious
Activity” field as “No” following which a notification will be received by the user for reissuing new card to custome
13. Verify that If Card Opsuser receives failure message for card issue from FD. The “Card Reissue in FD” the user has to
manually raise the request for new card
14. Verify that The Card Opsuser moves to the next stage, and manually raises a request for card reissue in FD and
updates “Reissue Manually” field as “yes” in CRM.
15. Verify that If fraudulent activity is found for the customer record, Card Opsuser marks the “Found Suspicious Activity”
as “Yes” in CRM and receives a confirmation message to mark the customer for Fraud. In this case no card will be
reissued to customer.
16.Verify that Once the customer is marked for Fraud, customer card will be cancelled,and SR will be resolved
17 Verify that customer verification is not successful, or the customer chooses to cancel the service request while the
verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The verification
window will close.The Status Reason will be set to “Cancelled”.

1.Login as Branch Executive into the FAB CRM Banking Solution

2.Open the Start Case
3.Search customer record Using Advanced Search
4. Verify that On clicking the “Print Statement” case tile, Branch Agentis navigated to Service Request detail form, where
user will require customer’s “Date of Birth”and “IQAMA ID”for verification.
5.Enter the Valid “Date of Birth”for verification or select the date from the calendar present on “Date of Birth” field.
6.Verifies Customer verification fails then pop-up notification "Incorrect Customer details. Please try again! "received on
verification failure (Maximum of 3 times Process Repeated)
7.Verfiy that On successful verification of customer, branch agent will be able to view the list of statements available
under “Available Statement List”section.
8.Verify that Once the statement(s) is/are downloaded, branch agent clicks on the finish button and closes the Service
Request.
9.VErify that customer verification is not successful, or the customer chooses to cancel the servicerequest while the
verification process is in-progress. In such an event, the Agent can click on the “Cancel SR” button. The verification
window will close.The Status Reason will be set to “Customer Not Verified”.
 Assignee Labels Review Point(s)

In case the customer's verification fails, the

Shatikanth Card Related agent can cancel the SR by clicking on the
"Cancel SR" button. Please add this point for
all the SR's

Shatikanth Card Related

Shatikanth Card Related

There are multiple scenarios for Card not

Shatikanth Card Related delivered (refer user manual), Try to add
points for those cases as well.
 There are multiple scenarios for Card not
Shatikanth Card Related working (refer user manual), Try to add points
for those cases as well.
 If customer doesn't wants to be retained,
retention team marks the "Customer
Retained" field as "No" and mark completes
the activity.
Shatikanth Card Related On completion of the activity, the SR will be
assigned to (Back-office, please check the
document for confirmation). Back office
completes the request for card cancellation
and SR is closed.
Shatikanth Card Related
Shatikanth Card Related

Shatikanth Card Related

Shatikanth Card Related

Shatikanth Card Related

Shatikanth Card Related

Shatikanth Card Related

 Name Description Assignee

1.Verify that SR Created in and assigned to

Outobound Calling Team.
2.Verify that Screening Performed manually
Validate the Process Of on Firco Portal result captured in CRM and Upender S Rautela
Manage Beneficiary assigns request to Compliance.
Or
Reject the beneficiary request.
3. Verification by Compliance team.
4.Beneficiary added/ deleted by compliance
team.
5. SR Closed
 Labels Review Point(s)

Beneficiary
Name
Validate the Process Of Manage Beneficiary
Description
1.Verify that SR Created in and assigned to
Outobound Calling Team.
2.Verify that Screening Performed manually on Firco
Portal result captured in CRM and assigns request to
Compliance.
Or
Reject the beneficiary request.
3. Verification by Compliance team.
4.Beneficiary added/ deleted by compliance team.
5. SR Closed
Assignee Labels Review
Point(s)
Upender S Rautela Beneficiary
 Name

Validate the Process Of Lead Creation from CRM

Validate the Process Of eKYC'ed Leads
 Description
5. Verify that On navigating to the lead record,the Outbound Calling Team can assign the lead to themselves.
6. Verify that Once the Lead is assigned to a user (Outbound Calling Team), A phone call activity is created for the user
and can be viewed under “My Phone Calls” section in “Outbound Calling Workspace".
7.Verify that the outbound calling team user opens the record, and captures the interaction details from the provided
options.
8.Verify that If the lead is interested in the product offered by bank and is interested in visiting branch. The Outbound
Calling team user performs following actions:
•Captures Outcome as “Interested, will visit the Branch”
•Captures Follow Up Details
•Captures Call Summary information (if required)
•Mark Complete the Phone Call
9. Verify that If the lead is interested in the product offered by bank and is interested and needs DSA Assistance. The
Outbound Calling team user performs following actions:
•Captures Outcome as “Interested, needs DSA Assistance”
•Captures Follow Up Details
•Captures Call Summary information (if required)
•Mark Complete the Phone Call
10. Verify that If the Customer Phone is not reachable, the outbound calling team user selects the Outcome as “Not
Reachable” and Mark Completes the Phone Call Activity.
11.Verify that If the lead requests for a call back, the outbound calling team user selects the outcome as “Call Back” and
captures the Follow Up Details and marks complete the phone call activity
12. Verify that If the lead does not pick up the call, the outbound calling team user selects the outcome as “Did Not Pick”
and marks complete the phone call activity.
13. Verify that If the Lead is not interested in the bank offerings, the outbound calling team user selects the outcome as
“Not Interested” and marks complete the phone call activity.
14. Verify that On logging into CRM, the Branch RM will be able to search for the customer using “Advanced Search”
option on his/her workspace.
15. Verify that The branch executive can search for a customer capturing any of the following information in advanced
search section:
•First Name
•Last Name
•National ID
•Mobile Number
16.Verify that On clicking of “Customer’s Name” the customer record gets opened, user will be able to observe that, all
the information captured on the lead is updated on the customer record.
17. Verify that Once all the required information is captured by the agent, he/she can initiate the onboarding for the
customer by clicking on the “Initiate Onboarding” button.
1. Verify that On logging into CRM, the sales agents will land on the default “DSA Workspace”.
2. Verify that The agent navigates to the “eKYC Leads & Supp Onboardings”workspace by clicking on the drop-down
button next to the workspace name.
3. Verify that On clicking on the “eKYC Leads & Supp Onboardings”, the user will be navigated to the new workspace.
4. Verify that The leads for whom eKYC is completed will be visible under “My Open Leads”section on the agent’s
workspace.
5. Verify that the phone call activity can be accessed in two ways.
6. Verify that The agent opens the lead record and selects the “Activity” to view the phone call activity.
7. Verify that On clicking on the “Activities” tab, the user will be able to view the phone call activity associated with the
lead.
8.Verify that On click of the “Phone-call icon” the user will be navigated to the phone call activity.
9. Verify that The agent can find the phone call activity associated withthelead record under “My Phone Call”activity
section
10.Verify that On navigating to the activity, the agent will be able to view all the lead details, e.g. Mobile number.
11.Verify that The agent calls the customer and captures the outcome in CRM. If the agent selects “Interested, will visit
branch” or “Interested, needs DSA assistance” the lead will be qualified and converted to a “Prospect customer.”
12.Verify that the sales agent or the branch executive will be able to find all the prospect customer for whom eKYC has
been completed under “eKYC completed Customers”section on their default workspaces.
13.Verify that On logging in to CRM, the sales supervisor will land on his/her default Workspace “Sales Supervisor
Workspace”. To view all the open leads for Credit Cards with eKYC completed, the user switches to the “eKYC Leads &
Supp Onboarding” workspace.
14.Verify that On click of the drop-down button, the user will be able to view the list of available workspaces from which
he/she can select the “eKYC Lead & Supp Onboardings” workspace.
15. Verify that On click of the button, the workspace will be switched.
16.Verify that The user clicks on the drop-down button next to the “My Open Leads” section to view all the open lead
records in the supervisor’s hierarchy.
17.Verify that On selecting the “Open Leads in my Hierarchy”, the supervisor will be able to view all the open lead
records.
 Assignee Labels Review Point(s)

Shatikanth Lead Creation

Shatikanth Lead Creation
 Name
Description
This report is available on Lead entity and shows the required information in a
EKyC leads pdf format for EKY'ed Leads

This report is available to Branch Managers to view the details w.r.t.

notification sent to customers for ID Expiry Alerts.
Same Day Expiry
30 Days after expiry
ID Expiry Details 90 days before expiry
 Labels Review
Assignee Point(s)
Name Description

CRM Extract Verify after the scheduled job run the CRM data is
uploaded to sftp file for SAS AML
Verify after the scheduled job run the CRM data is
uploaded to DWH for SIMAH uploads
Assignee Labels Review
Point(s)
KSA_CRMExtract

KSA_CRMExtract