Call Center application

Introduction
Universal Container has implemented a Call Centre application in order to provide
a 24*7 Support for their Customers & Partners via multiple channels like Web,
Email or Phone.
As part of their day to day activity, a Support User would like to see a custom
page with list of Cases providing inline edit capabilities to update multiple records
at same page. Also Business would like to integrate their other IT tools like
RemedyIT & SAP to upsert a Case in SFDC.
User Adoption for the new page can be measured on the Report & Dashboard
which will be showing the ‘Active Cases’.
Use Case
- Create custom list view page in Salesforce classic UI without Sidebar to view &
update multiple Cases on same screen using inline Edit. (VF)
- Add below mentioned standard Case fields along with their Field Level Security
on above page:
• Case Number – Read Only
• Account Name – Read Only
• Contact Name – Editable
• Subject – Editable
• Case Reason – Editable
• Case Status – Editable
• Case Origin – Editable
- Create a new Controller & add it on the custom page to perform any actions &
page redirects. (Apex Class)
- Create a Test class providing more than 75% code coverage for above
mentioned Controller Class. (Apex Test Class)
- ‘Case Number’ will be non-editable field containing a link to each Case record
page which opens in a new window.
- Allow Users to Select a picklist value (Ex: 10,20,50…) on the page to set the
number of records to be displayed where default value is set to 10 records.
- Use Cancel button from inline edit to go back to the custom page with the Case
List View. (Apex class/VF)
- Update Case records & refresh the page after ‘Save’ button is clicked on the UI
when using Inline Edit. (Apex class/VF)
- Implement a custom validation on Case to stop users from updating any field
when the Case Status is set to ‘Closed’. (Validation Rule/Apex Trigger)
- Update Contact’s Information (Name, Phone, Email) on Case fields (Web Name,
Web Phone, Web Email) when a Case is inserted or updated with Contact.
(Process Builder/ Apex Trigger)
- Display all the error messages on custom page for records that gets failed due to
any custom or standard validation. (Apex class/VF)
- Create a new Tab to launch the Custom page and add it to the ‘Call Centre’ app.
(Custom Tab)
- Create a new UI Tab to implement Use Case 1 & 2 in SFDC Lightening along with
fields on Case object to update multiple records. (Aura Component/LWC)
- Implement a parent-child relationship in the Lightening UI to display a container
parent List containing each Case row as a child. (Aura Component/LWC)
- Use a Controller class to handle the Save/Cancel action on the Lightening
Component. (Apex Class/Aura Component/LWC)
- Create a Test class providing more than 75% code coverage for above
mentioned Controller Class. (Apex Test Class)
- Create a Custom URI web service which can be used by a third-party Case
management system like SAP, RemedyIT to create/update Case records with
fields from Use Case #2. (Asnyc Apex/Integration)
- Create a class using Mock interface and use it on Apex Test class to cover more
than 75% code coverage on previous web service class. (Apex Test Class)
Report & Dashboard
• Create a Report on Case object to see all the records updated recently.
• Display a Dashboard with name ‘Active Cases’ based on the previous Report
to show recently updated Cases.