Summary

CRM-R-US is a small company who builds CRM solutions for companies worldwide.  The product is developed on site by a team of experienced engineers to suit that businesses needs and extends from an already feature rich out of the box platform.  This allows their call center agents to do work more efficiently providing better ROI to companies looking to recoup upon their investments.

In order to cash in on their initial success they are looking at breaking into the social networking market.  Twitter is being seen as a potential market for companies to capitalize on the recent trend that is social marketing.

CRM-R-US strongly believes that this venture will open up a vast amount of opportunities for them.

After some initial interest from potential clients CRM-R-US has decided to build an offering which may appeal to them.

Your job as a tester is to review and feedback on the initial requirements to help identify any gaps, risks or potential issues in them.  Suggestions are very welcome, since this is at the early stage of requirements gathering we do not expect this to be the first draft of requirements capture.

Document Revision

1.1 Document

Revision Number	Date	Control	Comment
Draft 1 BRD	25/01/2011	Darren McMillan: Initial draft requirements submitted for review.	SRS document will follow once BRD is singed off by stakeholders.

1.2 Document review responsibility

Document will be review and signed off by the follow people.

Name	Role	Authorise sign off
Mark Frey	Chief Technical Officer	Yes
Goodwin Jeffrey	Product Manager	Yes
John Goodwin	Feature team lead	No
Darren McMillan	Business Analyst	No
Test Team	Testers	No

Functional Requirements & Business Feature

2.1 Description

The implementation of twitter integration with CRM-R-US existing product will cover the following main areas:

• Main dashboard
  • Presence status view of a twitter profile
• Leads engine
  • Allows possible leads to be followed up on
• Campaign engine
  • Allows for twitter campaign goals and targets to be set
• Reports
  • Allows generation of reports providing statistical information on the health of your profiles

Each section will be broken down into requirement use cases in the following pages.

Once we have signed off on these use cases work will begin immediately to develop more detailed SRS documentation which will envisage how the feature will look & function.

2.1 Presence Dashboard

2.1.1 Description

This section describes the requirements for the presence UI.  Which is essentially a dashboard view for an agent from which they can identify quickly, key information regarding any twitter accounts they have linked with CRM-R-US

This table includes the prioritization for Business desirability and MoSCoW.  It also contains the specific customer need and the business requirements, as well as a comments section.  This segment will clearly define functional requirements from the business side and design end.

2.1.2 In Scope

MoSCoW (project scope)	Ref ID	The Business Requirement	Comment
	Profile 01	The product must be able to link to multiple different twitter accounts
	Profile 02	A single twitter account will link to a profile within the product
	Presence 01	A profile should be able to launch a presence UI screen to display the presence a profile has on Twitter	Must have a way to return to original profile dashboard
	Presence 02	A presence UI screen  should be able to display how many followers a twitter account has	Should be a hyperlink to display follower info
	Presence 03	A presence UI screen  should be able to show many people a twitter account follows	Should be a hyperlink to display followed user info
	Presence 04	A presence UI screen  should be able to show how many tweets a twitter profile has	Should be a hyperlink to tweets in order of most recent first.
	Presence 05	A presence UI screen should be able to display an ordered list of most recent replies to your account & messages.	Should be able to reply directly or defer the action to another agent.
	Presence 06	Any messages or replies on an account that are still pending a response should be highlighted with a visual cue	Sub requirement of Presence 05
	Presence 07	An option should be available to sort the message / reply display to be ordered by oldest un-replied messages or responses to tweets	Sub requirement of Presence 06
	Presence 07	A presence UI screen  should be able to display list’s that a twitter account is followed by, or follows	Should be able to select any list and view it’s contents
	Presence 08	When a new list follows you or is followed this should be highlighted to the agents attention	Should be a hyperlink available to leads dashboard
	Presence 09	A presence UI screen  should be able to display any mentions for followed keywords	Top5 or 10 most recent preferred. Should be able to take action on these directly.  E.g. reply, defer as item of work for another agent, schedule in as a work item, follow author, direct message author, mark for follow up. Should be a link available to a full display of followed keyword via leads dashboard
	Presence 10	Mentions of followed keywords will have a button that will link to a report of that keyword	Sub requirement of Presence 09
	Presence 11	A follow back alert must be shown somewhere when a new user follows our twitter profile
	Presence 12	When a new user is followed or followed back we should either have a template which is auto direct messaged to them.  Or a work item for a more targeted response being sent to an agent desktop	Needs more thought

3.1 Leads

3.1.1 Description

This section describes the requirements for the leads engine.  Leads meaning possible avenues to gather following and increase interest in your product

This table includes the prioritization for Business desirability and MoSCoW.  It also contains the specific customer need and the business requirements, as well as a comments section.  This segment will clearly define functional requirements from the business side and design end.

3.1.2 In Scope

MoSCoW (project scope)	Ref ID	The Business Requirement	Comment
	Leads-lists 01	An option to follow all members of a list that your profile currently doesn’t follow should be provided	Should take one action to follow everyone
	Leads-lists 02	An option to search for twitter lists should be provided	Upon locating a list you should be able to follow all members you currently don’t follow on that list
	Leads-lists 03	An intelligent mechanism should be provided that suggests lists that may be of interest to you	Upon locating a list you should be able to follow all members you currently don’t follow on that list
	Leads-lists 04	Mechanism should take into account previous list searches when deciding suggestions	Sub-requirement of Leads-lists 03
	Leads-lists 05	Mechanism should take into account lists that follow you’re followers	Sub-requirement of Leads-lists 03
	Leads- lists 06	An option to follow lists should be provided
	Leads- lists 07	Followed lists should be listed in a pod somewhere on a non work area of the UI.  Possibly a side accordion	Should only be displayed when logged into a profile & only for that profile
	Leads- lists 08	A user should have an option available to them that allows them to view tweets included on a specific list	Should be ordered by most recent & should load in it’s own form, with an option to close the form
	Leads-hashtags 01	An option to follow all members that have posted on a twitter hashtag should be provided.	Should take one action to follow everyone An example hashtag could be #CRM-R-US
	Leads-hashtags 02	An option to search for twitter hashtags should be provided	Upon locating a hashtag you should be able to follow all members you currently don’t follow on that hashtag
	Leads-hashtags 03	An intelligent mechanism should be provided that suggests hashtags that may be of interest to you	Upon locating a hashtag you should be able to follow all members you currently don’t follow on that hashtag
	Leads- hashtags 04	Mechanism should take into account previous hashtags searches when deciding suggestions	Sub-requirement of Leads-hashtags 03
	Leads- hashtags 05	Mechanism should take into account hashtags  that you’re followers have been using	Sub-requirement of Leads-hashtags 03
	Leads- hashtags 06	An option to follow hashtags should be provided
	Leads- hashtags 07	Followed hashtags should be listed in a pod somewhere on a non work area of the UI.  Possibly a side accordion	Should only be displayed when logged into a profile & only for that profile
	Leads- hashtags 08	A user should have an option available to them that allows them to view tweets included on a specific hashtag	Should be ordered by most recent & should load in it’s own form, with an option to close the form
	Leads-keywords 01	An option to follow all members that have posted a twitter keyword should be provided.	Should take one action to follow everyone An example keyword could be CRM-R-US
	Leads-keywords 02	An option to search for twitter keywords should be provided	Upon locating a keyword you should be able to follow all members you currently don’t follow on that that have used that keyword
	Leads-report 01	Should be a link available which will display reports based upon our leads progress
	Leads-favorite 01	If someone favourites a tweet we posted and we don’t follow them back this should be highlighted & we can choose to follow them back
	Leads-favorite 02	The option to follow someone automatically who favourites our tweet should be available	Sub requirement of Leads-favorite 01

4.1 Reports

4.1.1 Description

This section describes the requirements for reports.  These reports will be generated based upon statistics gathered via twitter and also agent handling of twitter interactions

This table includes the prioritization for Business desirability and MoSCoW.  It also contains the specific customer need and the business requirements, as well as a comments section.  This segment will clearly define functional requirements from the business side and design end.

4.1.2 In Scope

MoSCoW (project scope)	Ref ID	The Business Requirement	Comment
	Reports-UI 01	A UI will be available from which you can launch report
	Reports-UI 03	An option to exit the report UI should be available
	Reports-Following 01	I should be able to retrieve reports on how many followers my profile has gained in the past hour, day, week, month or year/s	Graph will display increasing or decreasing number over time period
	Reports-Followed	I should be able to retrieve reports on how many people my profile has followed in the past hour, day, week, month or year/s	Graph will display increasing or decreasing number over time period
	Reports-Keywords 01	I should be able to retrieve reports on keyword usage from a hourly, daily, weekly, monthly or yearly basis	Sub requirement of Presence 10
	Reports-Keywords 02	I should be able to select keywords from a dropdown of keywords I follow to generate the report	Sub requirement of Reports-Keywords 01
	Reports-Keywords 03	I should be able to search on un-followed keywords to generate the report	Sub requirement of Reports-Keywords 01
	Reports-Favorite 01	A report that display how many of our tweets get favorited
	Reports-Hashtag 01	I should be able to retrieve reports on hashtag usage from a hourly, daily, weekly, monthly or yearly basis
	Reports-Hashtag 02	I should be able to select hashtags from a dropdown of hashtags I follow to generate the report	Sub requirement of Reports-hashtag 01
	Reports-Hashtag 03	I should be able to search on un-followed hashtags to generate the report	Sub requirement of Reports-hashtag 01
	Reports-Lists 01	I should be able to retrieve reports on list usage from a hourly, daily, weekly, monthly or yearly basis
	Reports-Lists 02	I should be able to select a list from a dropdown of lists I follow to generate the report
	Reports-Lists 03	I should be able to search on un-followed lists to generate the report

4.1.3 Out of scope

MoSCoW (project scope)	Ref ID	The Business Requirement	Comment
C	Reports-UI 02	You should be able to edit aspects of a report

5.1 Campaign Engine

5.1.1 Description

Although we currently don’t have any clear scope for this part of the feature defined, I can tell you it’s vision which came directly from Brian Gibb (Head of Sales) when he heard about this twitter integration feature we’d proposed.

The vision is to follow upon the leads engines benefits in generating following for profiles and provide an engine which can generate campaigns for agents using twitter as a back end.

The engine will allow for the following:

• Prediction on agents required to successfully complete a campaign
  • Engine will tie into a working hours calendar that exists to get accurate assessments of agents real availability
    • This will allow for 24/7 global campaigning, 7 days a week.
  • Engine will auto suggest agents based upon a skills matching algorithm (yet to be designed)
• A campaign creator will be able to define a time period they’d like a campaign to run over
• Multiple campaigns should be able to be run at any one time.
• Campaigns will be able to tie into keywords, and allow items of work to appear on an agents desktops when a matched keyword has been tweeted by a followed or not followed twitter user.
  • Can be customised if we target only followed users or not

• Campaigns will tie into scripts which will talk an agent through a successful campaign
  • Scripted instructions will have (canned responses/templates) linked to them which an agent can select to target an individual or large group on twitter.
    • This can be via a tweet to a user not currently followed
    • Or via a direct message or tweet to a followed user
      • Options will be customizable
  • SLA’s will be defined on responses to one of our targeted tweets initiated via a campaign.
    • Response can be routed to the agent running the script or a next available agent as a work item which will appear on their desktop
• We should have reports of some kind to monitor a campaign

Our CEO Patricia Elmer’s liked Brian’s idea so much she’s now seeing this as the key selling point of this feature.

6.1 Misc

6.1.1 Description

The following is a collection of misc use cases which would be beneficial.  We just need to determine where they link to in the feature.

This table includes the prioritization for Business desirability and MoSCoW.  It also contains the specific customer need and the business requirements, as well as a comments section.  This segment will clearly define functional requirements from the business side and design end.

6.1.2 In Scope

MoSCoW (project scope)	Ref ID	The Business Requirement	Comment
M	Misc 01	Must be able to unfollow users wherever we chose to follow them
M	Misc 02	Follow back feature should be automatic with auto generated direct message
M	Misc 03	There must be a way to determine the audience a tweet covers, this will be from not only your following but also the following of people who retweet your tweet
M	Misc 04	Whenever a tweet has a URL we should be able to determine the amount of clicks that gets using the existing Twitter API mechanism for this.  This should also include clicks generated from retweets of your tweet
M	Misc 05	When viewing a users profile we should be able to display the influence they have.  E.g clicks there URL tweets get on average.  Favourites there tweets get on average.  Retweets there tweets get on average.
M	Misc 06	When viewing a users profile we should be able to see how often the user mentioned keywords that we monitor/follow.  An example might be our product name, this will allow us to determine their affinity with our product.
M	Misc 07	Should be able to mark a followed users profile as positive, neutral or negative.
M	Misc 08	Should be able to retrieve top X influential users a profile follows.	X being a customizable number. This will allow us to target users to promote our product