final mis - use case

8/9/2019 Final MIS - Use Case

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Use Case Model

Complaint to Closure: A basic CRM situation

Prepared By:Kunal Choudhary 09BM8023Nitish Wadhwa 09BM8034Puneet Gupta 09BM8037Yashvardhan Agarwal 09BM8093


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Use Cases

R elease:Priority 1 ID NameUC-1 The customer opens the Log Complaint online form to log the

complaint.UC-2 Customer selects the product name, inputs all the necessary details.UC-3 Customer needs to click on the Submit button to log the complaint.UC-4 This input from the customer generates the Complaint ID, Agent ID

and assigns the status to Assigned".

UC-5 If the numbers of complaint that correspond to a product cross apredetermined threshold a mail is sent as a notification.

UC-6 Agent opens the Agent Dashboard online form to take action andupdate status for the logged complaint.

UC-7 To begin with, agent selects the product from the drop down menu.UC-8 This input fetches the Agent IDs associated with the product.UC-9 Agent selects the Agent ID that has been assigned to himUC-10 This input fetches the complaint IDs for the respective agent.UC-11 In case the status of the complaint is Assigned then, the agent

takes the appropriate action and changes the status of the complaintto In-Progress is suitable

UC-12 In case the status of the complaint is In-Progress and action taken

has been accomplished successfully then, the agent updates thestatus to Closed.UC-13 The agent needs to click on the submit button to update the status of

the complaint.UC-14 The agent needs to click on the cancel button to close the Agent

dashboard form without saving any changes.UC-15 The Agent opens the Agent R eport online form to view the status of

the products.UC-16 The Agent can generate different views by selecting different filter

options from the drop down.UC-17 This input fetches the different complaints and their details.UC-18 Manager opens the Manager R eport online form to view the status

of the products.UC-19 Manager can generate different views by selecting different filter

options from the drop down.UC-20 This input fetches the different complaints and their details.


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C ontext DiagramDiagrams

C ontext Diagram (Context.ndx)


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Actors

A-1 Customer

The Customer logs a complaint in Log complaint online form against a product.

G oalsThe customer opens the Log Complaint online form to log the complaint. ( UC-1 ) Customer selects the product name, inputs all the necessary details. ( UC-2 )

Customer needs to click on the Submit button to log the complaint. ( UC-3 ) This input from the customer generates the Complaint ID, Agent ID and assigns the status to Assigned".(UC-4 ) If the numbers of complaint that correspond to a product cross a predetermined threshold a mail is sentas a notification. ( UC-5 ) Use cases that this actor plays a role in:

y Customer selects the productname, inputs all the necessarydetails. (UC-2)

y Customer needs to click on theSubmit button to log thecomplaint. (UC-3)

y If the numbers of complaintthat correspond to a productcross a predetermined

threshold a mail is sent as anotification. (UC-5)

y The customer opens the LogComplaint online form to logthe complaint. (UC-1)

y This input from the customergenerates the Complaint ID,Agent ID and assigns thestatus to Assigned". (UC-4)

A-2 Agent

The Agent takes the appropriate action for the complaint assigned to him andtracks the status of the product to completion.

G oalsAgent opens the Agent Dashboard online form to take action and update statusfor the logged complaint. ( UC-6) To begin with, agent selects the product from the drop down menu. ( UC-7) This input fetches the Agent ID s associated with the product. ( UC-8)

Agent selects the Agent ID that has been assigned to him ( UC-9) This input fetches the complaint ID s for the respective agent . (UC-10 ) In case the status of the complaint is Assigned then, the agent takes theappropriate action and changes the status of the complaint to In-Progress issuitable ( UC-11 ) In case the status of the complaint is In-Progress and action taken has beenaccomplished successfully then, the agent updates the status to Closed . ( UC-12) The agent needs to click on the submit button to update the status of the complaint.


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G oals(UC-13) The agent needs to click on the cancel button to close the Agent dashboard formwithout saving any changes. ( UC-14) The Agent opens the Agent R eport online form to view the status of the products.

(UC-15 )The Agent can generate different views by selecting different filter options from thedrop down. ( UC-16 )This input fetches the different complaints and their details. ( UC-17 )Use cases that this actor plays a role in:

y Agent opens the AgentDashboard online form to takeaction and update status forthe logged complaint. (UC-6)

y This input fetches thecomplaint IDs for therespective agent. (UC-10)

y Agent selects the Agent ID that has been assigned to him(UC-9)

y In case the status of thecomplaint is Assigned then,the agent takes theappropriate action and changesthe status of the complaint to

In-Progress is suitable (UC-11)

y In case the status of thecomplaint is In-Progress andaction taken has been

accomplished successfullythen, the agent updates thestatus to Closed. (UC-12)

y The Agent can generatedifferent views by selecting

different filter options from thedrop down. (UC-16)

y The agent needs to click on thecancel button to close the

Agent dashboard formwithout saving any changes.(UC-14)

y The agent needs to click on thesubmit button to update thestatus of the complaint. (UC-13)

y The Agent opens the AgentR eport online form to view thestatus of the products. (UC-15)

y This input fetches the AgentIDs associated with theproduct. (UC-8)

y This input fetches the differentcomplaints and their details.(UC-17)

y To begin with, agent selectsthe product from the dropdown menu. (UC-7)

A-3 Manager

Manager generates a report to know how many complaints have been filed againsteach product, how many complaints are still outstanding and for how long.

G oalsManager opens the Manager R eport online form to view the status of theproducts. ( UC-18 )Manager can generate different views by selecting different filter options from thedrop down. ( UC-19 )This input fetches the different complaints and their details. ( UC-20 )Use cases that this actor plays a role in:


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y Manager can generate differentviews by selecting differentfilter options from the dropdown. (UC-19)

y Manager opens the ManagerR eport online form to view thestatus of the products. (UC-18)

y This input fetches the differentcomplaints and their details.(UC-20)

Use Cases

UC-1 The customer opens the Log Complaint online form to log the complaint.

P1

DetailsPrimary Actors: Customer Supporting Actors: AgentPreconditions: Nil Success G uarantee :Level: C omplexity: LowUse C ase Status: Implementation Status: Assigned To: Release:

UC-2 Customer selects the product name,inputs all the necessary details.

P1

DetailsPrimary Actors: Customer Supporting Actors: AgentPreconditions : Nil Success G uarantee :Level: C omplexity: MediumUse C ase Status: Implementation Status: Assigned To: Release:

UC-3 Customer needs to click on the Submitbutton to log the complaint.

P1


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DetailsPrimary Actors: Customer Supporting Actors: AgentPreconditions : Customer shouldhave filled all the details

Success G uarantee :

Level: C omplexity: LowUse C ase Status: Implementation Status: Assigned To: Release:

UC-4 This input from the customer generatesthe Complaint ID, Agent ID and assigns thestatus to Assigned".

P1

DetailsPrimary Actors: Customer Supporting Actors: AgentPreconditions : Form submittedsuccessfully


Level: C omplexity: LowUse C ase Status: Implementation Status: Assigned To: Release:

UC-5 If the numbers of complaint that

correspond to a product cross a predeterminedthreshold a mail is sent as a notification.

P1

DetailsPrimary Actors: Customer Supporting Actors: Preconditions : Mail id should bepresent and Valid


Level: C omplexity: MediumUse C ase Status: Implementation Status: Assigned To: Release:

UC-6 Agent opens the Agent Dashboard online form to take action and update statusfor the logged complaint.

P1


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DetailsPrimary Actors: Agent Supporting Actors: CustomerPreconditions : Complaints assignedto the agent have Assigned orInprogress status



UC-7 To begin with, agent selects the productfrom the drop down menu.

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Nil Success G uarantee :Level: C omplexity: LowUse C ase Status: Implementation Status: Assigned To: Release:

UC-8 This input fetches the Agent IDsassociated with the product.

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Produts ssigned toagent



UC-9 Agent selects the Agent ID that hasbeen assigned to him

P1


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DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Nil Success G uarantee :Level: C omplexity: LowUse C ase Status: Implementation Status: Assigned To: Release:

UC-10 This input fetches the complaint IDsfor the respective agent.

P1

DetailsPrimary Actors:

AgentSupporting Actors:

Preconditions : Success G uarantee :Level: C omplexity: Use C ase Status: Implementation Status: Assigned To: Release:

UC-11 In case the status of the complaint is Assigned then, the agent takes theappropriate action and changes the status of the complaint to In-Progress is suitable

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Complaint withAssigned Staus



UC-12 In case the status of the complaint is In-Progress and action taken has beenaccomplished successfully then, the agentupdates the status to Closed.

P1


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DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Complaint in Inprogress state



UC-13 The agent needs to click on the submitbutton to update the status of the complaint.

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Updates to complaintentered


Level: C omplexity: MedimUse C ase Status: Implementation Status: Assigned To: Release:

UC-14 The agent needs to click on the cancelbutton to close the Agent dashboard formwithout saving any changes.

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Nil Success G uarantee :Level: C omplexity: MediumUse C ase Status: Implementation Status:

Assigned To: Release:

UC-15 The Agent opens the Agent R eport online form to view the status of the products.

P1


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DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Nil Success G uarantee :Level: C omplexity: MediumUse C ase Status: Implementation Status: Assigned To: Release:

UC-16 The Agent can generate different viewsby selecting different filter options from thedrop down.

P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Complaint should bepresent


Level: C omplexity: HighUse C ase Status: Implementation Status: Assigned To: Release:

UC-17 This input fetches the differentcomplaints and their details. P1

DetailsPrimary Actors: Agent Supporting Actors: Preconditions : Complaint should bepresent



UC-18 Manager opens the Manager R eport online form to view the status of the products.

P1


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DetailsPrimary Actors: Manager Supporting Actors: Preconditions : Complaint should bepresent



UC-19 Manager can generate different viewsby selecting different filter options from thedrop down.

P1




UC-20 This input fetches the differentcomplaints and their details. P1





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GlossaryTerm Meaning AliasesAgent ID Id to the Agent Assigned This status corresponds to the new

complaints that have been assigned tothe Agent

Closed This status corresponds the compalaintsagainst which action has beencompleted

Complaint ID Id to the complintInprogress This status corresponds to the

complaints that have been processed byAgents after they receive the complaints

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