banasthali vidyapith contact management software requirements specification · banasthali vidyapith...

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Banasthali Vidyapith

Contact Management Software Requirements Specification

Team Rhyzome Team Members Anita Kumawat Meenakshi Garg Sanjukta Sarkar Shrinkhla Mishra Project Guide Mr. Vikas Manoria

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Index & Tables

1) Introduction: ..............................................................................................................................3

1.1) Purpose: ................................................................................................................................3

1.2) Scope: ...................................................................................................................................3

1.3) Abbreviations:......................................................................................................................3

1.4) References: ...........................................................................................................................5

1.5) Technologies: .......................................................................................................................5

2) Overall Description: ..................................................................................................................6

2.01) Product Perspective: ..........................................................................................................6

2.02) Software Interface:.............................................................................................................7

2.03) Hardware Interface: ...........................................................................................................7

2.04) Communication Interface:.................................................................................................7

2.05) Product Function:...............................................................................................................7

2.06) User Characteristics:..........................................................................................................8

2.07) Constraints: ........................................................................................................................8

2.08) Use-Case Model Survey:...................................................................................................8

2.09) Architecture diagram: ......................................................................................................10

2.10) Database design: ..............................................................................................................11

2.11) Assumptions and Dependencies: ....................................................................................14

3) Specific Requirements: ...........................................................................................................14

3.1) Use-Case Reports:..............................................................................................................14

3.2) Supplementary Requirements: ..........................................................................................43

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1) Introduction:

1.1) Purpose: Contact Management is for establishing and sustaining the business relationships by maintaining valuable customer information. It also integrates the Support Desk, which gives an overall view of all the customer relationships. The central repository enables to track account- level data, service level agreements, user contact information and product ownership details.

1.2) Scope: ? Create different system users and assign different roles with related permissions.

? Manage all the account details such as user name, company, phone numbers, address websites, email addresses of all the customer from one central location.

? Track all the customers and their contact details.

? Maintain the services provided to the customer through Service Level Agreements.

? Track all the payment details of the customer and their product ownership detail.

? Group the contacts together in a single account according to some criteria.

? Capture, View and edit all user transactions, including email, chats, and services calls in a single system.

? Confirmation of end user identity and will verify which users are authorized to receive support.

? Maintain history of each customer and their related information about the product sale, SLA & support related transactions.

? Anticipate the need and potential of sales opportunities.

? View all the details of all the interactions made with the customer.

? Activities like updations, creations done in the system by the system users will be maintained in the form of logs for auditing and maintaining the integrity of the system.

1.3) Abbreviations: ? SLA: SLA is a formal written agreement made between two parties .The service provider &

the service recipient. It defines the term of engagement - the fundamental rules that will govern the relationship.

? Support transaction: Communication between support manager and customer regarding service provided, query & feedback for the product.

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? Payment transaction: Transaction between account manger and customer for all the payment of it’s purchase of product and services.

? Personal details: Details of customer such as username, company, phone number, address, website, e-mail address etc.

? Contact details: Details of contact persons associated with the company (customer).

? Sales transaction: Transaction between sales manager and customer of the product sold.

? HTML: Hypertext Markup Language is a markup language used to design static web pages.

? EJB: Enterprise Java Beans.

? J2EE: Java 2 Enterprise Edition is a programming platform— part of the Java Platform—for developing and running distributed multitier architecture Java applications, based largely on modular software components running on an application server.

? DB2: DB2 Database is the database management system that delivers a flexible and cost-effective database platform to build robust on demand business applications.

? WAS: Web sphere application server is an application server that runs business applications and supports the J2EE and web services standards.

? WSAD: Web sphere studio application developer is a toolkit which is designed for the creation of more complex projects, providing fully dynamic web application utilizing EJB’s . This consist of EJB tools , CMP ,data mapping tools & a universal test client that is designed to aid testing of EJB’s.

? HTTP: Hypertext Transfer Protocol is a transaction oriented client/server protocol between web browser & a Web Server.

? HTTPS: Secure Hypertext Transfer Protocol is a HTTP over SSL (secure socket layer).

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? TCP/IP: Transmission Control Protocol/Internet Protocol, the suite of communication protocols used to connect hosts on the Internet. TCP/IP uses several protocols, the two main ones being TCP and IP.

1.4) References:

? IEEE SRS Format

? Problem Definition (Provided by IBM)

? CT Arrington. Enterprise Java with UML. OMG Press.

1.5) Technologies:

? J2EE: Application Architecture

? DB2: Database

? WSAD: Development Tool

? WAS: Web Server

? Rational: Design Tool

1.6) Overview: SRS will include two sections:

? Overall Description will describe major components of the system, interconnection and external interfaces.

? Specific Requirements will describe the functions of actors, their role in the system and constraints.

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2) Overall Description: Describe the general factors that affect the product and its requirements.

2.01) Product Perspective:

? The web pages (XHTML/JSP) are present to provide the user interface on customer client side. Communication between customer and server is provided through HTTP/HTTPS protocols.

? The Client Software is to provide the user interface on system user client side and for this TCP/IP protocols are used.

? On the server side web server is for EJB and database server is for storing the information.

Application Server

Database Server Client Side

HTML Client (Customer)

Client Software (System User)

HTTP/HTTPS

TCP/IP

WAS

DB2

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2.02) Software Interface: Client on Internet: Web Browser, Operating System (any)

Client on Intranet: Client Software, Web Browser, Operating System (any)

Web Server: WAS, Operating System (any)

Data Base Server: DB2, Operating System (any)

Development End: WSAD (J2EE, Java, Java Bean, Servlets, HTML),

DB2, OS (Windows), Web Server.

2.03) Hardware Interface:

Client Side Processor RAM Disk Space Internet Explorer

6.0 Pentium II at 500

MHz 64 MB 1 GB

Server Side Web sphere

application server V5.0

Pentium III at 1 GHz

512 MB 2 GB

DB2 V8.1 Pentium III at 1 GHz

512 MB 1GB (Excluding data size)

2.04) Communication Interface: ? Client on Internet will be using HTTP/HTTPS protocol.

? Client on Intranet will be using TCP/IP protocol.

2.05) Product Function: ? Track Account Level Data: In this module, receivables from customer are maintained.

? Service Level Agreements: It contains the agreements of providing the services related to product and customer.

? User Contact Information: It maintains all the details (Personal, Official, Contact, and Company) of the customer.

? Product Ownership Details: It maintains the information that does which customer own which product.

? Track Support Transactions: Maintenance of transactions related to the services provided to the customer in the form of support.

? Maintaining Logs: Activities of the System Users can be tracked through the logs, which is

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maintained by the system.

2.06) User Characteristics: Every user should be comfortable of working with computer and net browsing. He must have basic knowledge of English too.

2.07) Constraints: ? GUI is only in English.

? Login and password is used for identification of customer and there is no facility for guest.

? This system is working for single server.

? There is no maintainability of back up so availability will get effected.

? Limited to HTTP/HTTPS.

2.08) Use-Case Model Survey:

View All Details

View Own DetailsCustomer

Manage Customers

Manage Product / Service Catalogue

Create Sales Transaction

Manage Payment Transaction

Manage Service Transactions

Manage Groups

Manage System Users

Manage Standard Groups

View Logs

Sales Manager

Account Manager

Support Manager

Administrator

USE CASE DIAGRAM

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1. Administrator: Responsible for managing system users, viewing logs and managing standard groups of the system.

? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users.

? View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system.

? Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users.

? View All Details: View the customer details, payment details, purchase details, daily service transaction details.

2. Sales Manager: Responsible for managing customer details, sales transaction, managing products, service catalogs and grouping the related customers.

? Manage Customers: Record details of new customers, update and view its details. ? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and

service level agreements. ? Manage Product/Service Catalogue: Creation and updation of product/service details. ? View All Details: View the customer details, payment details, purchase details, daily service

transaction details. ? Manage Groups: Categorize the customers into local groups according to some criteria.

3. Account Manager: Manage all the payment details (of the product or services purchased). Group the customer according to some criteria.

? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information.


? Manage Groups: Categorize the customers into local groups according to some criteria. 4. Support Manager: Responsible for entering details of daily service transactions with customer. He can

view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer.

? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service.


? Manage Groups: Categorize the customers into local groups according to some criteria. 5. Customer: Person/ Company who is facilitated by the system.

? View Own Details: Customer can view his personal details, payment details, details about services provided and the transaction details for the services.

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2.09) Architecture diagram:

Role Role_UI

User_UI

Log_UI

Permission_UI

Task_UI

Role

User

Log Task

Permission

Receivable_UI Receivable

Customer_UI

Purchase_UI

Product_UI

Service_UI

SLA_UI

Customer

Purchase

Product

Service

SLA

Service Transaction_UI

Service Transaction

Group_UI Group

User

Log

Permission

Task

Receivable

SLA

Customer

Sales

Product

Service

Service Transaction

Group

Application Layer Business Layer Data Layer

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2.10) Database design:

System_Role Role_ID Role_Name

System_Role_Task Role_ID Task_ID

System_Task Task_ID Task_Name

System_task_Permission Task_ID Permission_ID

System User User_ID Login_name Password_value First_Name Last_Name E-mail Modified Created

ISA

Sales Manager

Account Manager

Support Manager

Has System_Log User_ID Activity Date/Time

System_Permission Permission_ID Permission_Name

Group_User Group_ID User_ID

Group_Customer Group_ID Customer_ID

Group Group_ID Group_Name Group_Description

Makes

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Customer Customer_ID Login_name Password Company_Name Phone Extension Fax Address City State Country Zip Code Website E-mail

Have

Contact _Person Contact_ID Contact_Name Person_ID Department_Name Salutation Phone Extension Mobile Fax Address City State Country Zip_Code E-mail Messanger_ID Reference_by

Product Product_ID Description Profit% Unit_Measure Qty_in_Hand Reoreder_level Sale_Price Cost_Price Image Guaranty Status Launching_Date

Sales Bill_No Customer_ID Product_ID Purchase_Date Purchase_Time Qty_Sold Supply_Date Total_Amount Amount_Left

Service Service_ID Description Price Duration Support_Facility

SLA SLA_ID Customer_ID Product_ID SLA_Name Left_amount Total_Cast SLA_Description SLA_Rule Resolution_Time Days Time Minutes Terms_&_Conditions Amount_left

SLA_Service SLA_ID Service_ID

Support_Transaction SLA_ID Contact_ID Mode_of_Transaction Subject Date Time Transaction_Detail Service_Manager Support_Manager Responder Initiator

Receivables Receivable_no Receivable_for Date Type_of_Payment Mode_of_Payment Check# Check_Bank Check_Issue_date Check_Expiry_date Check_Amount DD# DD_Bank DD_Issue DD_Expiry_Date DD_Amount Cash_Amount Card# Bank Amount

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Sales Manager

Customer SLA Sales

Product Service

Contact_Person

Account Manager

Sales

SLA

Group

Group_Customer

Group_User

Receivable

Group

Group_Customer

Group_User

Support Manager

Group_User

Group_Customer

Group_User

Support_Transaction SLA

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2.11) Assumptions and Dependencies: ? The details related to the product, customer, payment and service transaction

provided manually.

? Administrator is created in the system already.

? Roles and tasks are predefined.

3) Specific Requirements:

3.1) Use-Case Reports:

i) Administrator: Responsible for managing system users, viewing logs and managing standard groups of the system.

? Manage System Users: The Administrator will create different roles. The system users will be created and will be assigned with the different roles. More than one task and permissions can be granted or revoked from the system users.

? View Logs: Responsible for checking the logs of different system user for auditing and maintaining the integrity of the system.

? Manage Standard Groups: Standard groups will be created and updated by the administrator, which will be visible to all the system users.


Manage System Users:

Manage System Users

View System Users

Create System Users

Update details of Users

<<include>>

<<include>>

<<include>>

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? Name of use case: View System Users

Description: View the list of system users in a role and view the details of

roles, tasks and permissions assigned to a system user.

Preconditions:

? Administrator is already logged in.

? System users have already been created and assigned some roles, tasks and permissions.

Normal flow of events:

? The system user or a role will be selected.

? Query will be submitted.

? Relevant output will be displayed (If system user is selected then roles, tasks and permissions assigned to one will be displayed and if role is selected then list of system users assigned to that role will be displayed).

Alternate flow of events: None.

Post Condition: None.

Ask for selecting Role or System User

Details of roles, tasks and permissions of selected user

List of system users which are assigned to the selected role

[System User]

[ Role ]

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? Name of use case: Create System Users

Description: To create system users (Giving them a login name, password

and assign roles, tasks and permissions to them).

Preconditions: Administrator is already logged in.


? New Login name, password, details, roles, tasks and permissions will be entered.

? Save the details.

Alternate flow of events:

? A message appears for duplicate login name.

? The administrator has to fill the details again.

Post condition: A login id is generated with its details.

Enter login name, password, details, role name, check the tasks and permissions

[ Duplicate Login Name ]

User successfully created

? Name of use case: Update details of Users

Description: To update the details of system users (assigning or revoking roles, tasks and permissions).

Preconditions:


? System Users have already been created.


? Select the user name.

? Assign or Revoke the roles, tasks and permissions.

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Post Condition: None

Ask for selecting the system user

Updations in role, tasks and permissions

? Name of use case: View logs

Description: To view the activities (logs) of the system users.

Precondition:


? System Users have already been created.


? Select user name.

? Select date.

Post Condition: None

Select user name

Select Date

Logs of system user of selected dates

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ii) Sales Manager: Responsible for managing customer details, sales transaction, managing products,

service catalogs and grouping the related customers. ? Manage customers: Record details of new customers, update and view its details.

? Create Sales Transaction: Record details of product sold, customer id, terms and conditions and service level agreements.

? Manage product/service catalogue: Creation and updation of product/service details.

MANAGE CUSTOMERS

M a n a g e c u s to m e rs

A d d n e w c o n ta c t p e r s o n s

A d d c u s to m e r s

U p d a te C u s t o m e r s

V i e w i ts d e ta i ls

A d d a n e w c o n ta c t s p e c i f i c n e e d

< < in c l u d e > >

< < i n c l u d e > >

< < i n c l u d e > >

< < in c l u d e > >

< < in c l u d e > >

? Name of use case: Add Customers

Description: To create the details of the new customer.

Preconditions: Sales manager is already logged in.


? The details of the customer entered.

? Save the details.

? Creation of the customer will be entered in the log.


? A message appears for unfilled fields.

? The sales manager has to fill the details again.

Post condition: A customer id is generated.

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? Name of the use case: Add a new contact specific need.

Description: To meet the specific needs of the customer, the sales manager can add a new custom field for the customer.

Precondition: Sales manager is already logged in.


? Select a customer.

? Enter the specific need of the customer.

? Save the new data.

? Creation of the contact specific need will be entered in the log.


? If the customer is not present, create the customer.

Post condition: None.

? Name of the use case: Add new contact persons.

Description: To create the details of a new contact person of the selected customer.



? Select customer.

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? Enter details of contact person.

? Save new data.

? Updation of the contact person will be entered in the log.


? If customer id not present create customer.

Post condition: None

? Name of use case: Update customers.

Description: Any updation in the details of the customer can be made.




? Customer’s data updated.

? Save the changes.

? Updation of the customer will be entered in the log.



Ask for a customer

Display the details of the customer

select customer

S tore changes

Customer's data updated

Add updation i nformation in the log

? Name of the use case: View customer details.

Description: View the personal details of the selected customer.


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? Select customer.

? The details of customer viewed.

Alternate flow of events: None


Ask for customer

Display customer personal details

Select customer

CREATE SALES TRANSACTION

Manage purchase details

Create sales Transaction

Manage Service Level Agreements

<<extend>>

<<extend>>

Add purchase details

Update purchase

View purchase details

Create a SLA

View a SLA

Update SLA

<<include>>

<<include>>

<<include>>

<<include>>

<<include>>

<<include>>

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? Name of the use case: Add purchase details.

Description: Store the details of the product sold, customer id and supply details.

Precondition: Sales Manager is already logged in. The customer and the product are already present.



? Select a product.

? Enter purchase details.

? Save new data.

? Creation of the purchase details will be entered in the log.



? If the product doesn’t exist, create the customer.

Post condition: Product id is generated.

Ask for details of purchase

Ask for customer

Select customer

Create customer

invalid

Ask for product

Valid

Select product

Create product

Store new data

Purchase details entered

invalid

Valid

Store add information in the logs

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? Name of the use case: Update purchase.

Description: Any changes in product details can be made.

Precondition: Sales manager is already logged in. The product is already present.


? Select product.

? Edit the data where needed.

? Save changes.

? Updation in purchase details will be entered in the log.


? If product doesn’t exist, create product.


S to re update informat ion in the logs

Ask fo r customer

S e lect customer

Crea te customer

invalid

Ask fo r p roduc t

Val id

S e lect product

C rea te product

Ask fo r a da te

Purchase deta i ls shown

S e lect date

invalid

V a lid

S to re changes

U p d a te purchase deta i ls

? Name of the use case: View purchase details.

Description: View the details of the product purchased by the selected customer.

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Precondition: Sales manager is already logged in. The product and the customer are already present.


? Select product.

? Select customer.

? The purchase details are shown to the sales manager.


? If the customer doesn’t exist, create customer.

? If the product is not present, create product.


Create customer

Ask for customer

Select customer

invalid

Ask for product

Valid

Select product

Create product

Ask for a date

Purchase details Shown

Select date

invalid

Valid

? Name of the use case: Create a service level agreement.

Description: Store the details of the services provided to a customer, duration of the services and details of the terms and conditions

Precondition: Sales manager is already logged in. The product, customer and the services to be provided are already present.


? Select product.

? Select customer.

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? Select service/s

? Enter details of the service level agreements.


? Creation of the SLA will be entered in the log.




? If the service is not present, create service.

Post condition: SLA id is created.

Ask for SLA details

Ask for customer

Select customer

Create customer

invalid

Ask for product

Valid

Select product

Create product

Ask fo r one or more services

Select service/s

invalid

Valid

Store new data

SLA entries entered

Store add information in the logs

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? Name of the use case: Update service level agreement.

Description: To edit the details of the SLA made with the customer.



? Select product.

? Select customer.

? Select date.

? Edit the details.

? Save the changes.

? Updations of the SLA will be entered in the log.





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? Name of the use case: View service level agreement.

Description: To see the details of the agreement made with the selected customer.



? Select product.

? Select customer.

? Select date.

? The details of the SLA are shown to the sales manager.





Ask for customer

Select customer

Create customer

invalid

Ask for product

Valid

Select product

Create product

Ask for a date

SLA details Shown

Select date

invalid

Valid

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MANAGE GROUPS

Create a group

Manage groups

Group the related customers

<<include>>

<<include>>

? Name of the use case: Create a group

Description: A new group is created.



? Enter a group name.

? Enter its description.


? Creation of the group will be entered in the log.



Ask fo r group name

Ask for group descr ipt ion

Group name entered

S tore new data

Group descr ipt ion entered

S tore add information in log

? Name of the use case: Group the related customer.

Description: The related customers are added in the selected group.

Precondition: Group name and customer should be already present.

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? Select group name.

? Select the customer.

? Add the customers to the selected group.

? Grouping information will be added in the log.


? If the group doesn’t exists, create a group name



Ask for a group name

Ask for customer list

select group

Add customers to the selected group

Select customer

Add adition information in the log

? Name of the use case: View the customers in the selected group.

Description: The customers added in a group can be viewed.

Precondition: Group name and customer should be already present.


? Select group name.

? The customers in the selected group is shown.


? If the group doesn’t exists, create a group name



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Ask for group name

Display list of customers in the selected group

Select group name

MANAGE PRODUCT/ SERVICE CATALOGUE

Manage product/service catalogue

Create product/service details

Update product/service details

View product/service details

<<include>>

<<include>>

<<include>>

? Name of the use case: Create product/service catalogue.

Description: The product and service details are maintained in the form of catalogue

Precondition: The Sales Manager should be already logged in.


? Enter the product/service details.


? Creation of the product/service will be entered in the log.



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Ask for new product data

Store new data

Update View Product details entered

[update ok]

Display error

[system error]

Display conflict

[Duplicate product found]

Creation information stored in logs

Upda te V iew

Ask for new service data

S to re new da ta

Serv ice deta i ls entered

[update ok]

D isp lay error

[system error]

D isp lay confl ict

[D upl icate product found]

C reat ion informat ion stored in lo g s

? Name of the use case: Update the product/service details.

Description: Updating in the details of the product/service are made.

Precondition: The Sales Manager should be already logged in. The product should be already present.


? Select a product/service.

? Edit the details.

? Save the changed data.

? Updation of the product/service will be entered in the log.

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? If the product/service doesn’t exist then create product/service.


A s k f o r a s e r v i c e

D i s p la y th e d e t a i l s o f t h e s e r v i c e

s e le c t s e r v i c e

S to r e c h a n g e s

s e r v i c e d e ta i l s u p d a t e d

A d d u p d a t i o n i n fo r m a t i o n i n th e lo g

A s k f o r a p ro d u c t

D i s p la y th e d e ta i ls o f the p r o d u c t

s e le c t p ro d u c t

S to r e c h a n g e s

p ro d u c t d e ta i ls u p d a te d

A d d u p d a t io n i n fo rm a t io n i n t h e l o g

? Name of the use case: View product/service details.

Description: The product quantity, price, service details are displayed.

Precondition: The Sales Manager should be already logged in. The product should be already present.


? Select product/service.

? The catalogue of product/service is shown.

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? If the product/service doesn’t exist then create product/service.


Ask for product

Display list of customers for the selected product

Select product

iii) Account Manager:

Description: Manage all the payment details (of the product or

services purchased). Group the customer according to

some criteria.

? Manage Payment Transaction: Store all the payment transactions made by the customer and update the payment information.


? Manage Groups: Categorize the customers into local groups according to some criteria.

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Manage Payment Transaction:

Account manager

Manage payment transaction details

Manage groups

View History

Add payment transaction details

Edit the payment transaction details

Create a group

Add customer to group

<<include>>

<<include>>

<<include>>

<<include>>

Update the account of customer

{or}

{or}

{or}

{or}

<<extend>>

<<extend>>

? Name of the use case: Add payment transaction details

Description: All the payment transaction details are entered.

Pre –condition: Account manager has logged in.



? Select the product .

? Select the bill number.

? Enter the details of receivables.

? Save the receivables details.

? Update the account of the customer.

? Entry of this adding details event has been logged .

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Alternate flow of event:

? If the receivables details will left to fill then system ask for refilling all the blank details then save the details and update the account of the customer.


Ask for the Receivables

Store the Receivables

Receivables entered

D isplay error

[Found error]

Update account of customer

[submission OK]

? Name of the use case: Edit the payment transaction details:

Description: Previously entered payment transaction details are updated.

Normal flow of event:


? Select the product.

? Select the receipt number.

? Select the payment transaction number.

? Make the changes.

? Save the new details.

? Update the account of the customer.

? Entry of this editing event has been logged.

Post condition : None.

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A s k fo r t he B i l l num b e r

B i l l num b e r e n te r e d

D isp lay f i l le d fo rm o f r e c e i v a b le s

[B i l l num b e r fo u n d ]

D i s p la y e r r o r

[B i l l num b e r no t found ]

S to r e u p d a te d fo r m

U p d a te a c c o u n t o f c u s t o m e r

E d i t i n g d o n e

[S u b m i s s i o n o k ]

D i s p la y E rror

[E r ro r f ound ]

iv) Support Manager: Responsible for entering details of daily service transactions with customer. He can view customer's personal, official, payment details. He can view history of all the customers, edit the customer transactions and can group the related customer.

? Manage Service Transactions: Record and edit the details of the daily transactions of the customer for a service.


? Manage Groups: Categorize the customers into local groups according to some criteria.

Manage Service Transaction

Add Service Transaction

Edit Service Transaction

Update Service Transaction

Manage Service Transaction

<<include>>

<<include>>

<<extend>>

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? Name of use case : Add Service Transaction

Description : To add new transaction with a customer.

Normal flow of event :

? Select the customer or enter name of responder

? Select the contact person

? Select SLA No

? Enter the mode of transaction

Mode of transaction may be

? e-mail

? chats

? service calls

? meetings

? Enter date and time

? Enter subject of transaction

? Feedback

? Discussion on service provided for a product

? Enter the name of initiator

? Enter / Select details in transaction

? Enter name of service provider

? Save this transaction

? Add transaction entry is made into Log


Sales Manager will get a notification if customer/contact person does not

exist in the system.

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Ask for customer

customer entered

Notify to sales manager

[ customer not exist in system ]

Ask for cotact person

contact entered

Ask for SLA

Ask for subject, date , time, details in transaction, service man, support manager

SLA entered

Store new data

All require fields are enetred

Record add transaction in log

? Name of use case : Edit transaction

Description: To edit the customer transaction.

Normal flow of event :

? Select customer

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? Select contact person

? Select SLA no

? Make changes in transaction

? Update the transaction

A s k fo r C u s to m e r

A s k fo r c o n ta c t

C u s to m e r e n te r e d

A s k fo r S L A

c o n a tc t e n te r e d

D i s p la y t r a n s a c t i o n

S L A e n te r d

E d i t th e t r a n s a c t i o n

S t o r e u p d a te d t r a n s a c t i o n

R e c o rd e d i t e n te r y i n t o lo g

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? Name of use case : View history of customer

Description : Support manager can view history of customers according to many

criteria, like

? Customer name

? Contact person

? Product/ Service

? Date

? Time

? Transaction mode

? e-mail

? chat

? service calls

? meetings

? Subject

? Feedback

? Discussion of product/service

? Name of the service provider

? Name of support manager

Normal flow of events :

? Select a criteria stated above

? History will be visible to support manager

? Support manager can delete transaction

Post condition: Activities are registered in Log.

Assumptions: Use cases Manage customer, Create sales transaction, Manage product/ service catalog has been created.

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Ask for customer

Select transactions according to SLA

DIsplay transaction

Ask for SLA

Customer entered

SLA entered

Record view entery in Log

Ask for date/ time/ subject/ mode of transaction/ service provider/ support manager

Select transaction from support transaction

Display transaction

Record view entry into Log

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Ask for service

Ask for SLA

Service entered

Select customer

SLA entered

Select transaction from support Transaction

Display transaction

Record view entry in to Log

Ask for customer

Ask for cotact

Customer entered

ASK fo r SLA

Contact entere d

Select transaction from support transaction

Display transaction

Record view entry in to Log

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3.2) Supplementary Requirements:

? Have hours of operation that are 24 x 7 - Because system can be an automated process, so it can stay open for 24 hours a day. If the base is now the entire world, staying open 24 hours a day becomes critical. System is required to be available 24X7 so UPS support must be on server site for at least 8 hours in case of power failure. System will remain inaccessible to users at 2:00 to 4:00 am for backup and maintenance purpose.

? Reduce the cost of a sales transaction - To the extent that one can automate the sales process through this system, one can start to reduce the cost of that sales transaction. This is particularly true of mundane sales transactions where the customer knows what they want.

? Make the existing Web site more dynamic in nature - Many early Web implementations consisted of static HTML pages. This becomes very difficult to manage if the number of pages gets too large. An effective system should be largely dynamic taking advantage of technology that automates this process rather than relying on manual processes. Application should serve dynamic user based customized web pages to its clients from server.

? Tie the existing Web site into existing enterprise systems – Any existing Web site that relies on the manual duplication of data from another system is one that can be improved. Most of the business data in the world today exists in enterprise servers that can be connected to the Web servers to make this process far more effective.

? Provide good performance and the ability to scale the server – The Web Application Server should provide good performance and the ability to manage performance with techniques, such as support for caching, clustering, and load balancing.

? Providing session management capability - Web application developers should not spend valuable time worrying about how to maintain sessions within the application. The Web Application Server should provide these services.

banasthali vidyapith contact management software requirements specification · banasthali vidyapith...

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