Did the inquiry save, assign or only send a notification?

Start with the stored record.

Look for the inquiry in the intended CRM using its test identifier and time. Check required fields and whether it created a new inquiry or updated an existing contact. Avoid sending repeated tests that could trigger customer messages.

Inspect the matching rule.

Does the service, territory or other routing field contain the value the rule expects? Test an unmatched value and name a fallback owner. An empty field should not leave a record invisible.

Check staff visibility.

A record can be assigned correctly but absent from a saved view or inaccessible to its owner. Compare ownership, permissions and view filters separately.

Then check notifications.

Review whether a reminder or email was requested and its actual status. A failed notification should be distinguishable from a missing inquiry. A successful send receipt does not establish that a person read it.

Close the loop.

Confirm that the intended staff member can find the record, record the next action and complete or close it. Keep the labeled test out of customer conversion reports.

For a useful incident note, record the source page, test identifier, time, stored status, assignment and the specific point that failed. Keep private customer details out of the initial inquiry.