find & authorize usecase

8/13/2019 Find & Authorize Usecase

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Find and authorise customer via FOH

Use Case number : WP131200

Status

: Closed

Primary actor : CSR (Sales consultant, Billing consultant etc.)

Supporting actors : Prospective/Existing customer

Brief description : Allows primary actor to find/display customer details. If customer is not

present in the existing ICELL customer base, then all details for new

customer are captured.

Stakeholder

interests

: After sales consultant – ensuring that the customer order is completed

correctly and there are no errors or dirty tickets of work raised and the

commitment to the customer is met.

Pre conditions : Primary actor is authenticated by the system. The primary actor has access to relevant FOH (Front Of House)

systems.

Post conditions : Details of the prospective/existing customer are displayed, if present inthe system or new customer is created in the system.

Trigger : Primary actor attempts to find customer details.

Main Flow:1. The primary actor navigates to the screen to enter search criteria (Refer: Screen: WP131200_SCR1: Primary

customer search screen).

2. Primary actor enters search criteria (Refer: Section: Business Rules: 1).

3. Result of the search is displayed (Refer: Screen: WP131200_SCR3: Multiple customer search result).

4. Primary actor selects one of the displayed results.5. Details of the customer for authentication is displayed (Refer: Screen: WP131200_SCR4: Customer

authentication screen). 6. After successful authentication, primary actor proceeds for whole of customer view (Refer: Screen:

WP131200_SCR5: Whole of Customer view).

7. Primary actor selects one of the Broadband accounts to see the account details (Refer: Screen:

WP131200_SCR6: Account details). or proceeds ahead with other functionality.

8. Use case ends.

Alternative Flows:Alternative path: A

Condition: Primary actor selects to use advanced search criteria.

i. Advance customer search screen is displayed (Refer: Screen: WP131200_SCR2: Advanced customer search

screen).

ii. Primary actor enters search criteria and attempts to search the customer.

iii. Use case continues at step 3 of main flow.

Alternative path: B

Condition: Search results into a single customer record.

i. Proceed to step 5 of main flow.



Alternative path: C

Condition: No customer record matches the search criteria.

i. Appropriate message is given to primary actor.

ii. Primary actor can go back to step 1 of main flow and perform the search again.

Alternative path: DCondition: Customer authentication is not successful.

i. Appropriate message is given to primary actor.

ii. Primary actor closes the call.

Alternative path: E

Condition: Customer is not a part of ICELL customer base and has approached for taking a

new service.

i. Primary actor enters valid customer details and creates the new customer (Refer: Use Case: WP111225: Create

New customer).

ii. Use case ends.

Business Rules:1. Search Rules:

Search cannot be performed only on the basis of customer type. It is a part of name search and can be used

to perform the search along with Name.

Company name is required only in case of business customers.

Search can be done using partial names.

Maximum number of records that should be retrieved as a result of search is 100. If number of records is

greater than 100 then appropriate message to refine the search criteria is displayed to the primary actor.

The details about the customer should be prepopulated, if available. In case the available details are not

sufficient, primary actor has to enter the missing details.

Related Use Cases (Ignore for Test cases) WP111226: Full service qualification via FOH

WP111225: Create New customer

User Interface:1. WP131200_SCR1: Primary customer search screen

Field name Description Mandatory Type

Contact Number Telephone number owned by customer No Editable

numeric

Account number Customer’s existing account number No Editablenumeric

ICELL Broadband

username

Username of ICELL Broadband

application customer

No Editable text

Domain Username domain No Editable text

ICELL mobile

number

Mobile number provided by ICELL to the

customer

No Editable

numeric

Company name For business customers No Editable text



Corporate Account

IdFor business customers No Editable

numeric

Order reference

number / request id

Reference number for a customer’s order No Editable

numeric

Fault number Reference number for any fault registered

by the customer

No Editable

numeric

2. WP131200_SCR2: Advanced customer search screen


Service address Address where customer already has some

ICELL Service – street type, street name

and postcode

No Editable text

Name Name of the Customer No Editable text

Customer type It is type of customer. (residential or

business customer)

No Option

Email id Email address of the customer No Editable text

Employee number Employee number if the customer is

working with ICELL

No Editable text

3. WP131200_SCR3: Multiple customer search result


Customer name /

Company name

Name of the owner of the service Yes Display only

Service address details

Unit number Unit number No Display only

House number House number No Display only

Street name Street name Yes Display only

Street type Street type Yes Display only

Suburb/Town Name of suburb / town Yes Display only

State State name Yes Display only

Postcode Postcode Yes Display only

4. WP131200_SCR4: Customer authentication screen


Title Title of customer Yes Display only

First name First name of customer Yes Display only

Last name Last name of customer Yes Display only

Date of birth Customer’s date of birth Yes

(if available)

Display only

License number License number of the customer Yes

(if available)

Display only



State of issue State of issue of license Yes

(if available)

Display only

Password Customer password / keyword Yes

(if available)

Display only

Company name Name of the company only for business

customers

Yes Display only

Authorised representative details – Details are displayed for all the authorised representatives

Title Title of authorised representative Yes Display only

First name First name of authorised representative Yes Display only

Last name Last name of authorised representative Yes Display only

5. WP131200_SCR5: Whole of customer view


Personal Details : Residential customers

Title Customer title Yes Editable text

First name Customer first Name Yes Editable text

Last name Customer last name Yes Editable text

Date of birth Date of birth of the customer No Date

Occupation Customer’s occupation No Editable text

Employer Employer of the customer No Editable text

Trading name Trading name of the individual No Editable

alphanumeric

Driver’s license The customer’s driver license Yes

(if DOB not

provided)

Editable text

License state State of issue of drivers license Yes(if licence number

is provided)

Option

AuthorisedRepresentative

details

Details of authorised representative Yes Editable text

Customer segment The segment to which the customer

belongs

NA Display only

Password Information access password if customer

had set it earlier for additional security No Editable text

Personal Details : Business customers

Company Name Name of the company Yes Editable text

Trading name Trading name of the company No Editable

alphanumeric

Authorised rep

details

Details of authorised representative Yes Editable text

Customer segment The segment to which the customer

belongs

NA Display only

Contact Details



Daytime and after

hours phone number

The customer contact numbers during

daytime / after hoursYes Editable

numeric

Mobile phone

number

The customer’s Mobile number No Editable

numeric

Fax number The customer’s fax number. No Editable

numeric

E-mail address The Customer’s E-mail address. No Editable text

Service Address

Unit/Floor number The floor number/unit of that area. No Editable text

Street number The street number of that locality Yes Editable

numeric

Street name The street name of that locality Yes Editable text

Street type The street type of that locality Yes Option

Locality The area details where the customer

wants to install the product.

Yes Editable text

Postcode The postcode of that locality Yes Editable

numeric

Service details – These details are present for all FNN’s/Service address associated with customer

Account Number Customer account number Yes Display only

FNN/Service

Address

FNN (for ADSL), Service address (for

cable)

Yes Display only

Service type Type of service (Fixed, Mobile, Internet) Yes Display only

6. WP131200_SCR6: Account details


Details corresponding to the account selected are displayed on this screen.

Assumptions:1. The sales consultant will have an option to cancel the proceedings at all points in the use case. In such a case, all

resources allocated by the system for the process are released.

Issues: None

find & authorize usecase

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