ITECH2002 Systems Modelling: CRMS Sub-System Dynamic Modeling

This project focuses on system modeling within the context of a Customer Relationship Management System (CRMS). It includes detailed use case descriptions for customer query placement and administrator response, accompanied by activity diagrams and system sequence diagrams to illustrate system dynamics. The project also features screen designs for both customer and administrator interfaces, along with a test plan to ensure system functionality and reliability. The goal is to model system behavior, design user interfaces, and develop test strategies for a CRMS sub-system.

Running head: ITECH2002 SYSTEMS MODELLING
ITECH2002 SYSTEMS MODELLING
Name of student
Name of university
Author’s note:

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ITECH2002 SYSTEMS MODELLING
Table of Contents
Use case description 1....................................................................................................2
Use case description 2....................................................................................................3
Activity diagram 1..........................................................................................................5
Activity diagram 2..........................................................................................................6
System sequence diagram 1...........................................................................................6
System sequence diagram 2...........................................................................................7
Screen design.................................................................................................................8
Screen design for customer query..................................................................................8
Screen design for admin response................................................................................10
Test plan.......................................................................................................................12
Bibliography.................................................................................................................13

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ITECH2002 SYSTEMS MODELLING
Use case description 1
Use Case name Customer placing a query in the company
Scenario With the help of customer relationship management system in the
organisation, the customers are provided with all the required support when
the customers are purchasing any product.
Brief description As soon as any customer places request for buying any product, the
organisation provides the required support to the customers for simplifying
the buying procedure of the customer. The queries of the customer are always
considered and solved quickly.
Actor Customer support representative
Related use case Customer was facilitated with a service, login of customer, login of CSR
Trigger The customer provides the details of any query in the system.
Primary Scenario 1. The customer places the request to solve any particular query that
they have.
2. The query of the customer is noted and an appropriate response is
provided for the query that would solve this particular query.
Stakeholders Customer, CSR, manager, director
Pre-Conditions System gains a query of the client regarding any product
Post-Conditions Query of the customer has been posted
Exception conditions None

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ITECH2002 SYSTEMS MODELLING
Flow of activities Actor System
1. Customer sign in into the system
of the organisation
2. Customer books an appointment
in the company
3. Customer places a query in the
company
1. System authenticates the login
credentials
2. System performs the verification of
the account of user
3. System takes the order and provide
a query number to the customer
Use case description 2
Use Case name Responding to queries of customers
Scenario The system administrator logs on into the system for viewing all the queries
that have been posted by the customers
Brief description The system administrator logs on into the system for viewing all the queries
that have been posted by the customers. The system administrator would then
post the appropriate response of each of the queries posted by the customers.
Actor System administrator
Related use case Customer booked appointment, customer posted query, system administrator
log in into the system
Trigger The system administrator logs on into the system for viewing the list of
queries of customers

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ITECH2002 SYSTEMS MODELLING
Primary Scenario 1. The system administrator posted the reply of each of the query of the
customer.
2. System administrator forwards any specific issue of the product to
particular department. It would allow the organisation to provide the most
appropriate response of the query
Stakeholders Customer, system administrator, manager, director
Pre-Conditions System administrator sign in into the system
Post-Conditions Query of the customer has been solved
Exception conditions None
Flow of activities Actor System
1. System administrator sign in into
the system
2. System administrator requests to
view the list of all queries of
customers
3. System administrator posts the
appropriate response to the
queries of customer
4. System administrator forward the
query to any specific for
resolving the issue
1. System verifies the account of
system administrator
2. System provides the list of queries
of customer
3. System displays the response of
queries to customers
4. System asks for the department id
where the query has to be
forwarded

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Activity diagram 1

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Activity diagram 2
System sequence diagram 1

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System sequence diagram 2

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Screen design
Screen design for customer query

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Screen design for admin response

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ITECH2002 SYSTEMS MODELLING