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Task Activities

  1. Provider

    Document Configuration Workbooks to understand data and system layouts

  2. Provider

    Create baseline system configuration and execute unit test to validate configuration changes

  3. Provider

    Assess and define batch jobs

  4. Provider

    Define and verify business process controls framework

  5. Shared

    Baseline and sign-off on functional and technical requirements

  6. Provider

    Develop functional and technical specifications for enhancement based on requirements

  7. Provider

    Code and unit test enhancements

  8. Shared

    Validate the configuration and controls with customer Functional Subject Matter Experts (SMEs) (and Technical SMEs) to validate enhancements have met requirements

4.8 Best Practices

  • Leverage functional specifications to support contact center team, test case, script development, training development, and user guide development
  • Conduct Configuration Workbook validation after Conference Room Pilots (CRPs) to help the customer better understand the configuration options
  • Consider hiring or staffing independent Enterprise Resource Planning (ERP) experts to provide unbiased configuration alternatives for the customer



  • Functional Lead
  • Functional SME


  • Program Manager
  • Functional Lead
  • Functional SME
  • Technical Lead/Solution Architect
  • Configuration Lead
  • Development Team



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