Professional Documents
Culture Documents
Use Case
Prepared By:
Group 12
Sameer Sharma (09BM8044)
Sujit Kumar Singh (09BM8054)
Pawan Giri (09BM8070)
Shilpa Gautam (09BM8085)
Use Case Version 1.0
Table of Contents
1) Description
2) Scope
3) Stakeholders
4) Actors & Goals
5) Usage scenarios
5.5.3 Extensions
5.5.4 Technologies / Requirements
5.6 Email notification sent to customer service agent of exceeding the limit
of outstanding complaints
5.6.1 Goal / Context
5.6.2 Scenario / Steps
5.6.3 Extensions
5.6.4 Technologies / Requirements
5.7 Customer will check the status of the complaint.
5.7.1 Goal / Context
5.7.2 Scenario / Steps
5.7.3 Extensions
5.7.4 Technologies / Requirements
Use Case Version 1.0
1) Description
A Bank wants to offer the basic Complaint to closure system to its customers.
Bank has a fixed number of financial products that are offered and customer may
have some complaints against some of the products they had bought. This CRM
system will give customers the ability to log complaints and depending upon the
item, complaint will be forwarded to concerned customer service agent for further
action.
Costumers are provided with Web interface where they can log and track the
progress of the complaint regarding a particular financial product of the bank.
Agents are for addressing the complaints, each for specific product category are
provided with interface to perform actions on the complaints logged and close the
complaints.
The manager is given interface to track the status of complaints or to edit them.
The Manager can also generate the reports to analyze the progress made by the
agents under him i.e. how many complaints have been filed against each product,
how many complaints are still outstanding and for how long.
2) Scope
In this scenario we have given access to customer for lodging complain and track
the progress of it.
To the agent (customer service agent) the system provides the facility to see the
open complains and close them after working on it.
To the manager, this system provides the advantage of viewing the reports of all
agents under the manager, about the open complains.
3) Stakeholders
Customer: Logs the complaint in the system for specific financial product item
and triggers the process of complaint management.
Use Case Version 1.0
Agent: Manages the complaints assigned to him. Takes appropriate action on the
complaint assigned and closes the complaint.
5) Usage scenarios
The following use cases describe how a customer would log a complaint; customer
service agent will resolve the complaints assigned to him depending upon product
category and manager will track and check the status of all the complaints. It also
encompasses the the method to track the progress in the registered complain.
Use Case Version 1.0
The system is started up when the operator turns the operator switch to
the "on" position. The operator will be asked to enter the amount of
money currently in the cash dispenser, and a connection to the bank will
be established. Then the servicing of customers can begin.
Name
Residence
Status
Complaint/
Feedback
Address
E-mail New
Address Complaint
City
Mobile
number
Country
Residence
Number
The user logins into the CRM complain system. The user provides its details,
chooses the specific financial product and writes the description of the problem.
4. The specific agent will get a system generated email when new complaint is
logged.
5.1.3 Extensions
If proper data entries are not found like mandatory fields missing, the user should
alerted about the important field being filled with invalid entries.
5.2 Email notification sent to agent when complaint is logged for specific
product.
After the user has filled the complaint form, as soon as he clicks on the submit
button, a mail is triggered to the agent informing him about the complaint.
5.2.3 Extensions
5.3 Email notification sent to Customer when complaint is logged for specific
product.
After the user has filled the complaint form, as soon as he clicks on the submit
button, a mail is triggered to the Customer informing him about the complaint.
5.3.3 Extensions
Agent
Agent
Name
ID
Comments Outstanding
Complaints
Agent
Status
Customer
Name
Use Case Version 1.0
When the agent logs in, he is directed to the page where he can see all the open
complaints on his name. Agent will acknowledge the complaint by putting it in
“WIP” state and will start working on it.
1. The customer agent logs in and sees all the complaints assigned to him.
4. The customer service agent will take necessary action on the complaint
5.4.3 Extensions
Manager
Outstanding All
Complaints Complaints
Category Status
Use Case Version 1.0
The manager has access to all the complaints and can generate the report for the
complaints pending for each agent, and can see the status and progress of work on
various complaints.
3. The manager can see all complaints and can monitor the progress.
5.5.3 Extensions
5.6 Email notification sent to Manager and agent of exceeding the limit of
outstanding complaints
2. An email will be triggered to the agent and manager informing him about
this.
3. The customer service agent will click on the link provided in the mail.
4. The customer service agent will take necessary action to reduce the
complaint count
5.6.3 Extensions
Complaint
Number
Complaint
Status
Comments Current
Status
Use Case Version 1.0
The customer can access the system to check the status of the complaint by
entering the complaint number on the system.
2. The customer enters the complaint number to check the ststus of that
particular complint.
5.7.3 Extensions