Read the following description of a “Customer Call Handling” business workflow. Use the software tool UMLet to document the workflow as a UML Activity Diagram, which models all the roles and relevant activities/steps in the workflow. Maximum Software develops and supplies software products to individuals and businesses. As part of its operations, Maximum provides a 1-800 telephone number help desk for clients with questions about software purchased from Maximum. When a call comes in, an operator enquiries the nature of the call. For calls that are not truly help desk functions, the operator redirects the call to another unit of the company (such as order processing or billing). Because many customer questions require in-depth knowledge of a product, help desk consultants are organised by product. The operator directs the call to a consultant skilled on the software that the caller needs help with. Because a consultant is not always immediately available, calls are put into a queue for the next available consultant. Once a consultant answers the call, he or she determines whether this is the first call from this customer about this problem. If so, a new call report is created to keep track of all information about the problem. If not, the customer is asked for a call report number so the consultant can retrieve the open call report to determine the status of the inquiry. If the caller does not know the call report number, the consultant collects other information, such as the caller’s name, the software involved, or the name of the consultant who has handled the customer’s previous call, in order to conduct a search for the appropriate call report. If a resolution has been found in the call report, the consultant informs the client what the resolution is, and indicates on the report that the customer has been notified. For an unsolved call report and a new call report, the consultant tries to discover an answer to the problem by using the relevant software and looking up information in reference manuals. If an answer is found, the consultant informs the customer.Otherwise, the consultant tells the customer that someone at Maximum will be in touch.
CSIT114 A 2B:
Read the following description of a “Customer Call Handling” business workflow. Use the software tool UMLet to document the workflow as a UML Activity Diagram, which models all the roles and relevant activities/steps in the workflow. Maximum Software develops and supplies software products to individuals and businesses.
As part of its operations, Maximum provides a 1-800 telephone number help desk for clients with questions about software purchased from Maximum. When a call comes in, an operator enquiries the nature of the call. For calls that are not truly help desk functions, the operator redirects the call to another unit of the company (such as order processing or billing).
Because many customer questions require in-depth knowledge of a product, help desk consultants are organised by product. The operator directs the call to a consultant skilled on the software that the caller needs help with. Because a consultant is not always immediately available, calls are put into a queue for the next available consultant. Once a consultant answers the call, he or she determines whether this is the first call from this customer about this problem. If so, a new call report is created to keep track of all information about the problem.
If not, the customer is asked for a call report number so the consultant can retrieve the open call report to determine the status of the inquiry. If the caller does not know the call report number, the consultant collects other information, such as the caller’s name, the software involved, or the name of the consultant who has handled the customer’s previous call, in order to conduct a search for the appropriate call report.
If a resolution has been found in the call report, the consultant informs the client what the resolution is, and indicates on the report that the customer has been notified.
For an unsolved call report and a new call report, the consultant tries to discover an answer to the problem by using the relevant software and looking up information in reference manuals. If an answer is found, the consultant informs the customer.Otherwise, the consultant tells the customer that someone at Maximum will be in touch.
Deliverable: Export your completed Activity Diagram as a PDF document, which is named “_. pdf”. Submit it to the correct submission dropbox on Moodle before the deadline
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