| Ensure “My Account” button is showing within the CXM UI for a citizen/customer role. |
A citizen/customer cannot get back to their My Account page once within the CXM UI. |
Ensure the redirect URL is set : domain/q/users/role/citizen/edit. Note: the correct url that customers should be using is mainsite domain/account/signin |
| Check the application name on user types is set correctly. |
Text appears misleading if it has the words “Template UAT” within a live CXM account. |
Jadu CXM team follow standard naming convention across all CXM Live & UAT account creations |
| Check the email “from name” and email “from address” are set |
Any CXM generated emails will not have the correct from name and email address. Hence, maybe seen as an untrusted email by the citizen and potentially delivered to the Spam/Junk folder. |
When setting up the Live CXM account, ensure the email values are taken from the form. When testing, if the from name or email is incorrect, please update : LiveCXMdomain/q/settings/mail |
| Ensure account is set up in mailgun (if a custom email is being used) and DNS verified |
CXM generated Email’s could be marked as Spam/Junk if the SPF record/value is not added to the DNS. |
Check the live CXM domain within mailgun: https://app.mailgun.com/app/domains. Thereafter, provide client DNS SPF records to verify domain. |
| Ensure post/zip codes are returning results as expected (on both Jadu CXM & XFP). |
Citizen/customer not being able to register for an account or incorrect post/zip code being returned. Or post/zip code look up on form not working or incorrect postcode being populated. |
Ensure the address lookup is linked up on: CXM settings > system > Integration Hub and XFP Utilities > Integration > CXM. If incorrect addresses being returned, address product provider team to investigate. |
| Ensure registration is enabled. |
Citizen/customer/student unable to register for an account. |
1 Ensure registration is enabled Settings > User Administration > Registration (CXM domain/q/registration) 2. Create an associated Person record when registering` is enabled. 3. Ensure user type, group and role given to new users is set to “citizen/customer/student”. |
| Check CMS integrations tab is populated with CXM API details. |
Submitting a form will not raise a case in CXM & CMS. Various other implications if CMS is not linked to CXM. |
CXM team to populate corresponding CMS environment with correct API details. Utilities > Integration > Continuum CXM |
| Ensure My account page is setup and test sign in / sign out works as expected. |
User journey could be incomplete or signed in/ signed out content not working as expected. |
Citizen to thoroughly test the signed in and signed out user journey including the My Account page. |