
Test failure paths
Check missing fields, delayed data, revoked permissions, and failed integrations. Keep a manual recovery process for important customer steps. Use actual customer questions to check whether the plan is useful.
Define what starts a workflow, what ends it, and which contacts must be excluded. Test re-entry so one person does not receive the same sequence repeatedly. Check what happens after the customer clicks, submits, or calls.
- A written brief
- Named responsibilities
- Agreed review points




