Name Description

As a customer, I want to select my issue so that I can

create a service request.

Customer selects the type of service from a picklist.

The service types are Locked out, Flat tire, Dead
battery, and Out of Fuel.
Customer clicks Submit and the system displays the
"Enter Customer Information" screen.

Test script:
1. Create a new case
2. Select Locked out from the service picklist
3. Click Submit
4. The "Enter Customer Information" view displays
Specify Issue 5. Repeat steps 1 - 4 for each of the service types
 As a customer, I want to enter my information and
attach it to the service, so that I can submit the
Roadside Assistance request.

Customer enters the following information.

Label --> Type
First Name --> Text (single line)
Last Name --> Text (single line)
Email --> Text (single line)
Membership Type --> Picklist (Gold; Standard)

Test script:
1. Create a new case
2. In the First Name field, enter a name
3. In the Last Name field, enter a name
4. In the email field, enter an email
5. In the Membership type field, select Gold
6. Click Submit
7. The "Enter Location Information" view displays
8. Repeat steps 1 - 4
9. In the Membership type field, select Standard
6. Click Submit
Enter Customer Information 7. The "Enter Location Information" view displays

As a customer, I want to provide my location, so that

a service provider can be dispatched to my location.

Customer enters the following information.

Label --> Type
Street --> Text (single line)
City --> Text (single line)
Enter Location Information State/Province --> Text (single line)

As a customer, I want to describe my vehicle, so that

the service provider can prepare for the service and
identify me upon arrival on-site.

Customer enters the following information.

Label --> Type
Make --> Text (single line)
Model --> Text (single line)
Year --> Text (single line)
Enter Vehicle Information Color --> Text (single line)
 As a customer with Standard membrship, I want to
provide payment informaton, so that the system can
invoice me for the service.

Customer is prompted to provide the following

information.
Label --> Type
Card Type --> Picklist (Visa; Mastercard)
Card Number --> Text (single line)
Expiration Date --> Date only (Month, day, year)

At this step, the status of the case is set to Pending

Enter Payment Information Qualification.

As a service manager, I want to review the customer

information so I can verify the customer's eligibility
for roadside assistance.

service manager can view the following customer

information.
Label --> Type
First Name --> Read only
Last Name --> Read only
Email --> Read only
Membership type --> Read only

Service manager can view the following location

information.
Label --> Type
Street --> Read only
City --> Read only
State/Province --> Read only

Service manager can view the following vehicle

information.
Label --> Type
Make --> Read only
Model --> Read only
Year --> Read only
Color --> Read only

Service manager can optionally provide the following

information.
Label --> Type
Verify Coverage Notes --> Text (paragraph)
 As a service manager, I want to select a service
provider so that the customer receive assistance for
their service issue.

Service representative is prompted to provide the

following information.
Label --> Type
Select Provider Service Provider --> Picklist (ACME, AAA, Tow Mater)

As a service manager, I want to create a service case

so that I can coordinate service with a service
Create Service Case provider.

As a customer, I want to receive a notification that a

service provoder has been assigned to my request, so
that I can be confident of receiving service.

Once a service provider is assigned to the assistance

request, the customer is sent an email with the
subject "Help is on the way".

The content of the email reads:

"We have dispatched <service provider> to assist you.
Notify Customer of Service Provider They should arrive shortly."

As a service manager, I want to pause case processing

until the service is provided, so that I can update the
Wait for Completed Service assistance request as needed.
 As a service manager, I want to review the service
that was performed so that I can confirm the details
of the service provided.

Service manager can review the following

information.
Label --> Type
Service Type --> Read only
Service Provider --> Read only

Service manager can view the following customer

information.
Label --> Type
First Name --> Read only
Last Name --> Read only
Email --> Read only
Review Service Information Membership type --> Read only

As a customer, I want to receive an invoice for the

service provided so that I can confirm that I was
Send Invoice to customer charged appropriately.

As a customer, I want to receive a notification if I

cancel my request, so that I can confirm that the
service request has ben cancelled.

If the service is cancelled, customer is sent an email

with the subject: Service cancelled

The content of the email reads:

Notify Customer of Cancellation "Your service request <case ID> has been canceled."

As a customer, I want to receive a notification if my

request is cancelled so that I can confirm the
cancellation.

If the assistance request is rejected, the customer is

sent an email with the subject "Sorry, service not
covered".

The content of the email reads:

"We are sorry to inform you that your service request
for <service type> is not covered."
Notify Customer of Rejection
 As a service provider, I want to view the details of the
service request so that I can locate the customer and
provide the appropriate services and parts.

Service provider can view the following information

for the service case.
Label --> Type
Service Type --> Read only

Service provider can view the following customer

information.
Label --> Type
First Name --> Read only
Last Name --> Read only
Email --> Read only
Membership type --> Read only

Service provider can view the following location

information.
Label --> Type
Street --> Read only
City --> Read only
State/Province --> Read only

Service provider can view the following vehicle

information.
Label --> Type
Make --> Read only
Model --> Read only
Year --> Read only
Color --> Read only
Review Service Details
 provide so that the service manager can invoice the
customer correctly.

As part of the service case, the service provider

selects the services provided from a list containing
the following information.
Label --> Type
Service --> Text, read-only
Unit Cost --> Currency, read-only
Quantity --> Integer, editable
Line Total --> Currency, calculated

Line Total is calculated as the product of the Unit Cost

and Quantity (Unit Cost * Quantity)

Service provider can view the following information.

Label --> Type
Total cost --> Currency, calculated

Total cost is calculated as a sum of the services

provided.

Services offered and pricing information:

Service Unit Cost
Battery Charge $40.00
Battery Replacement $150.00
Gasoline $10.00
Replacement Key $50.00
Tire Repair $25.00
Tire replacement $100.00
Tow $1.00
Unlock $25.00

For a tow, service provider enters the distance towed

as the quantity.
For gasoline, service provider enters the gallons
Select Services provided to the customer.

As a service provider I want to indicate that the

Resolve Service service was performed so that I can close the request.
Associated feature ID Complexity Priority

Low Must have

Low Must have

Must have

Must have
Medium Must have

Medium Must have

Low Must have

Medium Must have

Low Must have

Medium Must have

Medium Must have

Low Must have

Low Must have

High Nice to have
High Nice to have

Low Must have

Acceptance criteria

Customer selects the type of service from list of options.

System shall display the following service type requests in
picklist selection: Locked Out, Flat Tire, Dead Battery, Out of
Fuel.
System shall allow the user to select a service type issue and
submit the request.
Upon clicking the Submit button, system displays the "Enter
Customer Information" screen.
Customer must enter a first name.
Customer must enter a last name.
Customre must enter an email address.
Customer must select their membership level.
Upon clicking the Submit button, system displays the "Enter
Location Information" screen.

Customer must enter the street address at which service is to

be provided.
Customer must enter the city in whci service is to be provided.
Customer must enter the state/province in which service is to
be provided.
Upon clicking the Submit button, system displays the "Enter
Vehicle Information" screen.

Customer must enter a vehicle make.

Customer must enter a vehicle model.
Customer must enter a model year for the vehicle.
Customer may enter the color of their vehicle.
Upon clicking the Submit button, system displays the "Enter
Payment Information" screen.
Customers with Standard membership are required to provide
payment information.
Customers with Gold membership are not prompted to
provide payment information.
Customer can pay for service with either Visa or Mastercard.
Customer must enter a credit card number.
Customer must provide an expiration date for their credit
card.
Upon clicking the Submit button, the assistance request is sent
to a service manager for review.

Any available service manager can review the assistance

request.
Service Representative can
Upon clicking the Submit button, system displays the "Select
Service Provider" screen.
Service manager must choose a service provider from a list.
Upon clicking the Submit button, system creates a Service
case.

System creates a service case for the service provider

Service case is associated with the assistance request case.

System sends the customer an email that identifies the service

provider.
Upon sending the email, case processing pauses until the
service is completed.

Processing of the assistance request pauses until the service

case is resolved.
Service representative can cancel the assistance request.
Service representative can update the service location if
needed.
Service manager can view the service type.
Service manager can view the service provider.
Service manager can view the customer information.
Upon clicking the Submit button, system sends the customer
an invoice by email.

Customer receives an email confirming the billing information

for the credit card provided.
Case is resolved after the invoice is sent.

Customer receives an email explaining that their request has

been canceled.
Request is resolved with a status of canceled after the email is
sent.

Customer receives an email explaining that their request has

been rejected for lack of coverage.
Email includes the type of service selected.
Request is resolved with a status of rejected after the email is
sent.
Service provider can view the type of service requested.
Service provider can view the customer information.
Service provider can view the location information.
Service provider can view the vehicle information.
Upon clicking the Submit button, system displays the Select
Services screen.
System calculates a line total for each service item performed.
Customer is invoiced for only the services provided.
Service provider can indicate the quantity of each service
provided.

Service provider can confirm service cancellation.

Upon clicking the Submit button, system returns to the
assistance request.