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Identify and analyze events for Customer Support System

1. Customer wants to check item availability

2. Customer places an order
3. Customer changes or cancels order
4. Customer or management wants to check order status
5. Shipping fulfills order
6. Shipping identifies back order
7. Customer returns item (defective, changed mind, full or partial returns)
8. Prospective customer requests catalog
9. Customer updates account information
10. Marketing wants to send promotional materials to customers
11. Management adjusts customer charges (correct errors, make concessions)
12. Merchandising updates catalog (add, change, delete, change prices)
13. Merchandising creates special product promotion
14. Merchandising creates new catalog

Identify Use cases for Customer Support System

1. Look up item availability

2. Create new order
3. Update order
4. Look up order status
5. Record order fulfillment
6. Record back order
7. Create order return
8. Provide catalog info
9. Update customer account
10. Distribute promotional package
11. Create customer charge adjustment
12. Update catalog
13. Create special product promotion
14. Create new catalog

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Develop event table for Customer Support System

Event Source Usecase Destination

1. Customer wants to check item Look up item
Customer Customer
availability availability

Credit bureau,
2. Customer places an order Customer Create new order Customer,
Shipping, Bank

Customer,
3. Customer changes or cancels order Customer Update order
Shipping, Bank

4. Time to produce order summary Produce order

Management
reports summary reports

5. Time to produce transaction Produce transaction

Accounting
summary reports summary reports

6. Customer or management wants to Customer or Customer or

Look up order status
check order status Management management
Record order
7. Shipping fulfills order Shopping
fulfillment

8. Shipping identifies back order Shopping Record back order Customer

9. Customer returns item Customer Create order return Customer, Bank

10. Time to produce fulfillment Produce fulfillment

Management
summary reports summary reports

11. Prospective customer requests Prospective Prospective

Provide catalog info
catalog customer customer

Produce prospective
12. Time to produce prospective
customer activity Marketing
customer activity reports
reports

13. Customer updates account Update customer

Customer
information account

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Customer and
14. Marketing wants to send Distribute
Marketing prospective
promotional materials to customer: promotional package
customer

15. Management adjusts customer Create customer

Management Customer, Bank
charges charge adjustment

16. Time to produce customer Produce customer

Management
adjustment/ concession reports adjustment reports

17. Merchandising updates catalog Merchandising Update catalog

18. Merchandising creates special Create special

Merchandising
product promotion promotion

Prospective
19. Merchandising creates new catalog Merchandising Create new catalog
customer

20. Time to produce catalog activity Produce catalog

Merchandising
reports activity reports

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Represent use cases and a domain class diagram using Rational Rose for Customer Support
System

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Develop CRUD matrix to represent relationships between use cases and problem domain classes
for Customer Support System

ACTIVITIES DATA ENTITIES

Inventory Order Order Product Return
Catalog Customer Order Package Shipment Shipper
item transaction item item item

Look up item
availability
R
Create new
order
CRU RU C C C R R C R
Update order RU RU RUD RUD RUD R R CRUD R
Look up order
status
R R R R R
Record order
fulfillment
RU RU
Record back
order
RU CRU
Create order
return
CRU RU C C
Provide catalog
info
R R R R
Update
customer CRUD
account
Distribute
promotional R R R R R
package
Create customer
CRU
charge RU
adjustment D
Update catalog RU R RU R
Create special
product R R R R
promotion
Create new
catalog
C R CRU R

VISHNU INSTITUTE OF TECHNOLOGY, BHIMAVARAM

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Develop Use case diagrams for Customer Support System

All use cases involving the Customer actor

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Use case diagram of the customer support system organized by subsystem

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Develop elaborate Use case descriptions & scenarios for Customer Support System

Use Case Name: Create new order

Scenario: Create new telephone order
Triggering Event: Customer telephones RMO to purchase items from the catalog.
When customer calls to order, the order clerk and system verify customer
Brief Description: information, create a new order, add items to the order, verify payment, create
the order transaction, and finalize the order.
Actors: Telephone sales clerk.
Related Use Cases: Includes: Check item availability.
Sales department: to provide primary definition.
Shipping department. to verify information content is adequate for fulfillment.
Stakeholders:
Marketing department: to collect customer statistics for studies of buying
patterns.
Customer must exist.
Preconditions:
Catalog, Products, and Inventory items must exist for requested items.
Order and order line items must be created.
Order transaction must be created for the order payment Inventory items must
Postconditions!
have the quantity on hand updated. The order must be related (associated) to a
customer.

Actor System
1.Sales clerk answers telephone and connects to a
customer
2.1 Display customer
2.Clerk verifies customer information. information.
3.1 Create a new
3.Clerk initiates the creation of a new order. order.
4.Customer requests an item be added to the order.
5.Clerk verifies the item (Check item availability use 5.1 Display item
case). information.
Flow of Activities: 6.1 Add an order
6.Clerk adds item to the order. item.
7.Repeat steps 4, 5, and 6 until all items are added to the
order.
8.Customer indicates end of order; clerk enters end of 8.1 Complete order.
order. 8.2 Compute totals.
9.1 Verify payment.
9.2 Create order
ransaction. 9.3
9.Customer submits payment; clerk enters amount. Finalize order.

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2.1 If customer does not exist, then the clerk pauses this use case and invokes
Maintain customer information use case.
2.2 If customer has a credit hold, then clerk transfers the customer to a
customer service representative. 4.1 If an item is not in stock, then customer
can
Exception Conditions:
a. Choose not to purchase item, or
brusquest item be added as a back-ordered item.
9.1 If customer payment is rejected due to bad-credit verification, then
a. Order is canceled, or
border is put on hold until check is received.

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Develop system sequence diagrams for Customer Support System

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Activity Diagram for Customer Support System

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State Chart Diagram for Customer Support System

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Deployment Diagram for Customer Support System

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Component Diagram for Customer Support System

VISHNU INSTITUTE OF TECHNOLOGY, BHIMAVARAM