CRM (Salesforce) Functional Tester - Airlines

Requirement:

CRM Business Functional Tester sits at the intersection of business requirements and technical execution. Their primary role is to ensure that Customer Relationship Management (CRM) systems—like Salesforce, Microsoft Dynamics 365, or SAP CRM—actually meet the needs of the end-users (Sales, Marketing, and Service teams) while remaining bug-free.

Unlike a pure technical tester, a functional tester focuses on business logic , workflows , and the user experience .

## Core Responsibilities

1. Requirement Analysis & Test Planning

• Review Business Requirement Documents (BRD) and Functional Specification Documents (FSD) to understand how the business uses the CRM.
• Identify "edge cases" where standard business processes might fail.
• Develop comprehensive Test Plans and Test Cases that map directly to business requirements (Traceability Matrix).

2. Functional & End-to-End Testing

• Module Testing: Verify specific CRM features such as Lead Management, Opportunity tracking, Case Management, and Campaign automation.
• User Journey Testing: Validate the entire lifecycle of a customer, from initial lead capture to final sale and post-purchase support.
• Workflow Validation: Ensure that automated triggers (e.g., sending an email when a deal closes) execute correctly based on business rules.

3. Data Integrity & Integration Testing

• Data Quality: Verify that data flows correctly into the CRM from external sources (website forms, ERP systems) without duplication or corruption.
• Security & Permissions: Test "Role-Based Access Control" (RBAC) to ensure users can only see and edit the data appropriate for their job function.
• Reporting: Validate that dashboards and analytics reports reflect accurate real-time data.

4. Defect Management

• Identify, document, and track software defects using tools like Jira , Azure DevOps , or HP ALM .
• Collaborate with developers to explain the business impact of specific bugs.
• Perform Regression Testing to ensure that new updates or "hotfixes" don't break existing functionality.

5. User Acceptance Testing (UAT) Support

• Assist business stakeholders during the UAT phase by providing test data and guidance.
• Translate technical issues into "business speak" for stakeholders.

## Technical & Soft Skills

Skill Category

Key Requirements

CRM Platforms

Hands-on experience with Salesforce (Sales/Service/Marketing Cloud), MS Dynamics, or Oracle.

Testing Tools

Proficiency in Jira, Selenium (for automation), Postman (for API testing), or Zephyr.

Data & SQL

Ability to write basic SQL queries to verify data in the CRM database.

Soft Skills

Strong analytical thinking, attention to detail, and the ability to bridge the gap between IT and Business.