Synopsis

TABLE OF CONTENTS

Serial No. Contents

1. Title of the project.

2. Introduction.

3. Objective of the project.

4. Project category.

Internet technologies

5. Requirement Specification

Tools / Platform.

Hardware.

Software

Operating system

Language

Editor

6. Hardware and software Environment.

7. Data Flow Diagram. 0 LEVEL D.F.D.

1ST LEVEL D.F.D.

8. Number of Modules and its description.

9. Modules integration and control.

10. Tables used in project.

11. Scope of further application.

12. Security Measure Taken

The Online Customer Care Service

TITLE OF THE PROJECT

SYSTEM FOR ONLINE

CUSTOMER QUERY HANDLING

AND RESPONSE


An Introduction

1 . About Organizat ion:

CRC is a newly established and growing

Software Company with office at Kingsway Camp, New Delhi.

Dealing with the Software development, Implementation and

Hardware installation. The company is also dealing with

project training as well as corporate training.

The company’s latest project is to develop an online

Customer Care Service portal to meet the requirement of

some service oriented organization.

The firm is at its glory by announcing the project of the

creation of a website with the plan to create the unique

customer care services web portal. The work will start in

the piloted phase from including all the feed back from

the concern companies as well by getting requirement and

feedback from the user. Any of the customer service

providing company can take provides services through this

portal. The project is SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND RESPONSE dealing basically with online

services and support to the end customer.

2. About Project:

Since the advent of computer and information

technology in the last two decades, every organization and

individual wants the web-based services as it is convenient to

use and easily accessible from any where in the world. The

The Online Customer Care Servicecomputerization has many benefits. Primarily a computer is

helpful in four major aspects of any kind of organization:

Time Efficiency

Cost Effective

Huge data storage capacity and

Simple operation

Moreover with the advent of the Internet technologies. World

have change lot call it the social web. Through the .com

bubble and bust, one trend has never wavered. Every year,

millions more people around the world are using the internet

to interact in more ways then ever before to date, find old

classmates, check on medical elements and cures, to read and

express alternative views of the news, and even to give live

sales help online.


The service sector in today’s world is the fastest growing

sector and the web-based services are not only the important

but it is also in demand. With the fast growing network of

optical fiver, making way to broadband it will be now easy

and economical also to access the Internet, whether in

monetary or information retrieval term. The mere existence of

the web is enriching. As it provides a huge diversity of

views, take web logs, or blogs, which can assume the form of

online diary or message board. The extract of all these is

that if the data access retrieval and the goal everything is

placed in an well order way on the net by using its

technologies, we are not going to loose any way whether it is

the user or the service provider. So

A computer is now helpful in many other cases too: -

Fast retrieval of information around

the

Globe by browsing the net

Easy access by seating at home to

most of the work places

Easy database access with the

invaluable functions of online

entertainment and education for e.g.

online education and many others.

The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

RESPONSE” is to exploit the computer technology with Internet Facility and all its aspects as necessity arises. The proposed

project will be a web-based portal to provide support and

services to the end customer. It is under preparation for the

proposed web site by CRC named (Still To Be Named)

The Online Customer Care ServiceThe project will make available the customer care services of

member companies to its customer through the Internet. Through

this proposed website the customer can register complains and

take services and support accordingly.

The project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND

RESPONSE” is specially associated with online call receive,

provide services and support to customer and take their

feedback.

Project Objective

The objective of the project “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND RESPONSE” is to develop an online customer care system.

The major objectives of this project are as follows: -

Providing an interactive user interface online by using

the flavors of HTML, XML. Blended with the power of

VB.NET under the framework ASP.NET to help the visitor,

whether they are customer or service provider. After

all interface has a lot to do when proper interaction

and attraction is necessary.

Helping the user as well as service proviser to give

and take support for the various product and services.

Online product and services wise complain and support

system provides quick response and better facilities.

Providing a status and remark page gives the clear

indication that the particular complain got the support

by service provider or not.

The complain status also gives the clear picture that

how long a service provider takes to give service or

The Online Customer Care Servicesupport against a particular call. So the monitoring

work is also carried out by this proposed system.

Providing Secured Environment for secured data access

wherever necessary.

Retrieval of data from database using easy buttons

links and interfaces in a very fast and efficient

manner.

On-line updating of all type of data. Updating Data

using web based interfaces and with the help of buttons

& links in an easy & convenient way.

Developing a viable candidate system that fulfills the

Following requirements: -

Easy lodge of a complain/call.

Faster and accurate information retrieval.

Login dependent information retrieval and

updating for authorized user.

Correct and consistent maintenance of data and

its Quick retrieval.

Minimizing the page download time and hence less

Investment.

Improving the switches button and hyperlink so

that the user can easily put all the queries in

detail as they need.

Maintaining the fast download of the page by

using the flavors of cookies.

Smooth transition and easy access to the pages

not requiring much training to the end user.

The Online Customer Care ServiceThe overall objective is to develop The Online Customer Care

System is to provide fast and easy online support to the

global customer.

P ROJECT CATEGORY

The undergoing project falls under Internet technologies &

RDBMS (Relational Database Management System) category. Since the project is mainly responsible for creation of the website

with the online database at backend. As we know that, the

Internet is huge client server architecture. The client is the

web browser; it is requesting a web based data, a file, or

whatever, from some computer somewhere – anywhere –in the

world. The server is that computer that holds the information

you want.

ASP.NET is a rich programming framework for building web-based

applications. It offers outstanding support for both

developers and administrators, providing improved ease-of-use,

tool support, reliability, scalability, administration and

security

How it works?

What is ASP.NET?ASP.NET is a programming framework built on the common

language runtime that can be used on a server to build

powerful Web applications. ASP.NET offers several important

advantages over previous Web development models.

Enhanced Performance. ASP.NET is compiled common language

runtime code running on the server. Unlike its interpreted

predecessors, ASP.NET can take advantage of early binding,

The Online Customer Care Servicejust-in-time compilation, native optimization, and caching

services right out of the box. This amounts to dramatically

better performance before you ever write a line of code.

World-Class Tool Support. The ASP.NET framework is

complemented by a rich toolbox and designer in the Visual

Studio integrated development environment. WYSIWYG editing,

drag-and-drop server controls, and automatic deployment are

just a few of the features this powerful tool provides.

Power and Flexibility. Because ASP.NET is based on the common language runtime, the power and flexibility of that entire

platform is available to Web application developers. The .NET

Framework class library, Messaging, and Data Access solutions

are all seamlessly accessible from the Web. ASP.NET is also

language-independent, so you can choose the language that best

applies to your application or partition your application

across many languages. Further, common language runtime

interoperability guarantees that your existing investment in

COM-based development is preserved when migrating to ASP.NET.

Simplicity. ASP.NET makes it easy to perform common tasks,

from simple form submission and client authentication to

deployment and site configuration. For example, the ASP.NET

page framework allows you to build user interfaces that

cleanly separate application logic from presentation code and

to handle events in a simple, Visual Basic - like forms

processing model. Additionally, the common language runtime

simplifies development, with managed code services such as

automatic reference counting and garbage collection.

The Online Customer Care ServiceManageability. ASP.NET employs a text-based, hierarchical

configuration system, which simplifies applying settings to

your server environment and Web applications. Because

configuration information is stored as plain text, new

settings may be applied without the aid of local

administration tools. This "zero local administration"

philosophy extends to deploying ASP.NET applications as well.

An ASP.NET application is deployed to a server simply by

copying the necessary files to the server. No server restart

is required, even to deploy or replace running compiled code

Scalability and Availability. ASP.NET has been designed with scalability in mind, with features specifically tailored to

improve performance in clustered and multiprocessor

environments. Further, processes are closely monitored and

managed by the ASP.NET runtime, so that if one misbehaves

(leaks, deadlocks), a new process can be created in its place,

which helps keep your application constantly available to

handle requests

Customizability and Extensibility. ASP.NET delivers a well-

factored architecture that allows developers to "plug-in"

their code at the appropriate level. In fact, it is possible

to extend or replace any subcomponent of the ASP.NET runtime

with your own custom-written component. Implementing custom

authentication or state services has never been easier

The Online Customer Care ServiceSecurity. With built in Windows authentication and per-

application configuration, you can be assured that your

applications are secure

The common language runtime provides a complete set of managed

data access APIs for data-intensive application development.

These APIs help to abstract the data and present it in a

consistent way regardless of its actual source (SQL Server,

OLEDB, XML, and so on). There are essentially three objects

you will work with most often: connections, commands, and

datasets.

Connection represents a physical connection to some data

store, such as SQL Server or an XML file Through ADO.NET.

A command represents a directive to retrieve from

(select) or manipulate (insert, update, delete) the data

store

A dataset represents the actual data an application works

with. Note that datasets are always disconnected from

their source connection and data model and can be

modified independently. However, changes to a dataset can

be easily reconciled with the originating data model.

As we know that the database is a repository for stored,

operational data in a database environment and common data are

available and used by several users. Instead of each program

(or user) to manage its own data, the data across applications

are shared by all authorized users with the help of database

software managing the data as an entity.

The general concept behind a database is to handle information

as an integrated whole. A database is a collection of

interrelated data stored with minimum redundancy to serve many

users quickly and effectively. The general objective is to

The Online Customer Care Servicemake information easy, quick, expressive, and flexible for the

user. In database design specific objectives are considered: -

Ease of learning and use.

More information at low cost.

Accuracy and integrity.

Recovery from failure.

Performance

In this way, S.Q.L server 2000 is one of the

leading R.D.B.M.S. software in the world. It is characterized

by the quick retrieval of information from huge tables. This

quality allows it to cater to the ever-changing business needs

of the present age. It supports fourth generation language,

SQL, thereby making it easier for the customers to grasp it, a

development language where complicated procedures, functions

etc. can be used.

The SQL server 2000 include following features

Queries

Constraints

Procedures

Triggers

Batch Implementation

Functions

bul Copy Utility

Cursors

Stored Procedures


REQUIREMENT SPECIFICATION

TOOLS AND PLATFORM OF THE PROJECT

Platform : Windows

The Operating System :Windows 2000 Server/XP/NT

Family

Framework :ASP.NET FRAMEWORK 1.1

Front-End Tool :ASP.NET With VB.NET

Editing tool :MICROSOFT Visual Studio Dot

Net

Scripting :C#

Interface :HTML, XML(STYLE SHEET (.XSL),XML

Server :Internet Information Server

Back-End Tool :SQL SERVER 2000

HARDWAREProcessor :Intel Pentium III, IV 2.1 GHZ

Memory : 256 M.B., DDR. RAM.

Network Adapter :Ethernet Adaptor

Modem :56kbps Voice Fax Data

Secondary Storage : Hard Disk (40 G.B)

The Online Customer Care ServiceSOFTWARE REQUIREMENT SPECIFICATION

The software requirement specification (SRS) is very important part of the software building process, which describes the

actual user level requirement from technical point of view.

I.e. what the user exactly wants? The objective of preparing

the software requirement specification is to represent the

requirements of the software in such a manner that ultimately

leads to successful software implementation. It is the result

of the analysis process of the software development. It should

contain all the data the software is going to process, the

function it will provide, and the behavior it will exhibit.

This Software Requirements Specifications (SRS) is defined in

IEEE Std. 830-1993, IEEE Recommended Practice for Software

Requirements Specifications. The synopsis is prepared in the way to

fulfill almost all the points needed in S.R.S.

PROGRAM STRUCTURE

Analysis Report:

System analysis is the first step towards the software

building process. The purpose of system analysis is to

understand the system requirements, identify the data,

functional and behavioral requirements and building the models

of the system for better understanding of the system.

In the process of system analysis one should

first understand that, what is the present system, what it

does, how it works (i.e. processes). After analyzing these

points we become able to identify the problems the present

system is facing. Upon evaluating current problems and desired

information (input and output to the system), the analyst

The Online Customer Care Servicelooks towards one or more solutions. To begin with, the data

objects, processing functions, and behavior of the system are

defined in detail. After this, a models from three different

aspects of the system-data, function and behavior. The models

created during the system analysis process helps in better

understanding of data and control flow, functional processing,

operational behavioral and information content.

Working Process of Proposed SystemThe proposed system contains the following main processes:

The User Registration & Login: - Login The user when browse the site he is linked to the main page

and prompted to login.

There are three mode to login namely user, Service Provider

and Administrator.

Based on the login he is linked to the appropriate page. If

the user is not registered on the site, he will link to the

New Registration Page.

A login status and log is maintained to find who and from

where login for which purpose and also to find the number of

time a user logins.

Registration

User may register itself to get the services against any

product or services.

He gets registered with the unique id and

password.

One can register for one or more product or

services.

The Online Customer Care Service At the end of registration if the user is a general user

(Customer) he is linked to the e transaction module where

he could pay the requisite amount to be the proud member of

the site, which is being specified on the main page. If he

successfully pays the fee then he is given his login and

password to access the site and if not then he is provided

access for a trial period of a month and asked to pay the

fee through draft or do a e transaction as he is linked

directly to his bank website and all the necessary status

is taken so to know the genuinely of the user.

Complain Registration Manager

The user can register complain or request detail he/she want

the information about.

After completing the registration process he/she assigned a

unique complain no (System Generated).

Now the registered complain will be forwarded to the concern

person who will handle the complain/request. The complain

must be registered to specific category against product or

services.

If the user has been provided the desired services and his

her problem had been solved then his/her complain must be

closed by service provider with remark (if any), so that

administrator of particular group v\can monitor or see the

details.

Administrator of the particular group will handle all the

things and overall system will handle by main

administrator.


Complain Monitoring Manager

The registered complain or request will be handle by this

process. It assigned the work to different persons to

handle the complain lodge by user or user requests

It will monitor all the complains/request and also see how

efficiently or how early user request got services.

If the status of complain is open it will look for remarks,

whether any remark attached with complain or not. If any

remark is there that work has not been completed or user is

not serviced, so the service work will assigned to any

higher authority.

Control panel If user is a administrator, he is linked to the control

panel.

He or she can add modify the master database for product and

services.

Data FlowAn arrow represents data flow; it represents the path over

which data travels in the system. A data flow can move between

processes, flow into or out of data stores, to and from

external entities.

Bubbles (Process): A circle or bubble represents that transforms data from once

form to another by performing some tasks with the data.

Data store: A data store is a place where data is held temporarily from

one transaction to the next or is stored permanently.

External Entity:

The Online Customer Care ServiceWhich defines a source or destination of system data also

called an external entity.

Based on the working process of the proposed system Data Flow

Diagram (DFD), is a model, which gives the insight into the

information domain and functional domain at the same time can

be drawn using OMT symbols. DFD is refined into different

levels. The more refined DFD is, more details of the system

are incorporated. In the process of creating a DFD, we

decompose the system into different functional subsystems. The

DFD refinement results in a corresponding refinement of data.

The DFD of the “SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND RESPONSE” at zero level and 1 level and e learning system at 2nd level are as follows. Each break-up has been numbered as

per the rule of DFD. Here we attempted to incorporate all the

details of the system and still it requires further

improvement since the entire system is under study.

The Online Customer Care ServiceData Flow Diagram

0 LEVEL D.F.D.:-This is the context level D.F.D. of the proposed system the

whole system has been depicted in a single bubble, primary

input and output has been carefully noted and depicted in the

way so that information flow continuity should not be lost in

the next level. The purposed system is shown as a whole

process and the inputs and outputs are shown with incoming and

outgoing arrow from the system.

Display

Success and failure

Data upload

Registration

I Information

Registration

Data Product Info.

Download

User id &

Password

Services Info

Download

Search question

Download test page

0 LEVAL. D.F.D. FOR SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING

AND RESPONSE

The Online Customer Care

Service

Control panel

User Registration

Login

Search

Registration display

Product/Services Display

Available Services Diaplay

User Complain /Request

Complain Registration page display

Complain No. Display

Product/Services Info. Mailer

Control panel display

Display email

The Online Customer Care Service1ST LEVEL DFD.:

This DFD shows all the processes together with all the data stores (tables). It shows the true data flow i.e. how data is actually flowing in the system. Data is coming from which table and going into which table is clearly shown by this DFD. This DFD is the main reference for the development of the system. After understanding the whole system, the application developer will fall back upon this DFD during the Development phase.

Online Customer Care Database

Data upload

Check user access update

User Registration Registration information Invalid id message Display success and failure

User Id and password valid id message

Search question

Table

Fetch Product Detail Search table

Search product/Services table Search result Fetch Technical Details

Download test page Mail Tech. Detail to Requesting Display result User

Updating and retrieval

Process search answer

Avail. Services Display

Control panel

Registration

Search

Login

Product & Services search

Process user id & password

Process registration

Updating

Process Searching

Service Status

Product Spec. Mailer

Process product purchase

Check User

Control panel display

Registration display

Tech. Detail Display

Test page display

Display User Info


Project Modules

The proposed website will have its main page and will be

mainly divided into

14 Modules partially dependent and partially independent

Modules are

1. LOGIN MASTER2. USER REGISTRATION MASTER3. THE MASTER MAINTAINANCE4. ONLINE COMPLAIN REGISTRATION5. ONLINE COMPLAIN MANAGEMENT6. ONLINE SUPPORT SERVICES 7. ONLINE MONITORING SYSTEM

Modules are divided in two parts first seven part is taken by my team member and rest is taken by me.

8. THE PRODUCT DETAIL9. THE SERVICES DETAIL10. TECHNICAL SPECIFICATIONS11. ONLINE INTERACTION SERVICE THROUGH CHATTING12. VALIDATION MASTER13. DOCUMENT MODELER

14. LOCAL MAIL INTERACTION SUPPORT SYSTEM


The modules descriptions are as followsLOGIN MASTER -

Login master is the module which checks for a valid customer

when the user enters his user Id/password, and link to the

correct page or denies and link to the registration page.

USER REGISTRATION MASTERIt is the module, which handles the user registration.

THE MASTER MAINTAINANCE: –

This module is for the online customer care master database

maintenance, So the customer care and online support is the

main aim of the whole project.

ONLINE COMPLAIN REGISTRATIONThis module handles complains registration process and

complain registered by the authorized users against any

product or services. It automatically forward complains

registered to the authorized service provider or

administrator.

ONLINE COMPLAIN MANAGEMENT This module handles complains registered by the

authorized users against any product or services and manages

complains or request automatically. It automatically forward

complains registered to the authorized service provider or

administrator.


ONLINE SUPPORT SERVICES The online support services are the main module of the project

is will categories the all request and, lists all products,

services and other things.

ONLINE MONITORING SYSTEMThe monitoring of complains or requests are the main task of

the any service providing system. So in the proposed system

online monitoring will act as main module. It will monitor the

user request in context that how firstly or how much

efficiently the user is serviced.

THE PRODUCT DETAIL

This module contains the details of product, technical

specifications, catalog, manufacturing details, companies name

etc.

THE SERVICES DETAIL

This module contains the details of Services available for

product as well as other user level services.

TECHNICAL SPECIFICATIONS

This module contains all technical details that have to be

provided to the user frequently. All the service providers

The Online Customer Care Servicehave the right to access the module to get the technical

details.

ONLINE INTERACTION SERVICE THROUGH CHATTING

This module is one of the biggest of all and will contain many

sub modules basically dealing with interaction between end

user and customer care executive. This module contains the array

manipulation technology and frame based information

maintenance for a viable interactive chat system.

VALIDATION MASTER

As the asp.net technology is totally object oriented

technology so the global rules related to the validation are

specified in one modules which is being fired as a set of rule

whenever and wherever specified.

DOCUMENT MODELER

As the system need a proper interface so to have a common

professional and attractive interface this module fully

developed in XML style sheet is necessary to give the whole

web (broadly when at the client end can be called as the

document to give a proper interface).

LOCAL MAIL INTERACTION SUPPORT SYSTEM

The Online Customer Care ServiceThe local mail interaction support system is basically used to

have the proper interaction between each executive of the site

through this mail box each executive can send and receive mail

at different terminal, so that to fulfill the criteria of an

interactive discussion system to support customer from all

ends.

A mailbox is generated and each user can send and receive mail

through that. To another user commanded by user id.

* Since the project is under study and creation. To accomplish all the purposes sub module and function may

increase.

Site Summary

1. MAIN PAGE: - home page of the site2. REGISTERATION PAGE: - user registration page

3. LOGIN PAGE: - used for login to use the service provided by

the site

4. COMPLAIN REGISTRATION MAIN PAGE: -

5.PRODUCT MAIN PAGE.

6.SERVICES MAIN PAGE.

7. COMPLAIN MONITORING MAIN PAGE.

8. MASTER MAINTAINANCE LINK PAGE

1. USER MASTER

2. PRODUCT MASTER

3. SERVICES MASTER

4. SERVICE PROVIDER MASTER

4.AUTHORITY MASTER

5. STATE MASTER

6. COUNRY MASTER

The Online Customer Care Service7. PRODUCT SEARCH PAGE

9. SERVICES SEARCH PAGE.

10. PRODUCT SPECIFICATION PAGE.

11. SERVICES DETAIL PAGE

12. CONTROL PANEL

14. SERVICE PROVIDER INFORMATION PAGE

a. USER INFORMATION PAGE.

B. LOCAL MAIL PROMPTER

C. INBOX PAGES

D. MAIL COMPOSER

E. CHAT INTERACTION PAGES.

Most of the page, which are dynamically created when

the client request for the page using the robustness of

ASP.NET framework (VB.NET) blended with the simplicity

of HTML and versatility of XML.

Table Structure: There will be 16 tables, the form of the table with their structure is

described as under: -Table 1: User Details

Field Name Data Type Description Key

constraint

Reg_No Numeric Registration No

(unique) auto number

Alternate key

Title Nvarcar Title

Firstname Nvarchar First Name

Middlename Nvarchar Middle Name

Lastname Nvarchar Last Name

Sex Char

Address Nvarchar Address

City Nvarchar City

The Online Customer Care ServiceDistrict Nvarchar District

State Char Stateid Foreign key

Country Nvarchar Countryid Foreign key

Register_As Char Register as id (User or

Service Provider)

Foreign key

Register_for Char Register for id (Product

or Services)

Foreign key

Zip Numeric Zip code

Email Nvarchar Email

Cell_no Nvarchar Cell

Phone Nvarchar Phone

Table 2: UserMaster

Field Name Data

Type

Description Key

constraint

Login_ID Nvarchar Login Name Primary key

Password Nvarchar Password

User_id NVarchar User ID Foreign key

Reg_time DateTime Registration Time

Auth_id varcar Authorization Id Foreign key

Table 3: ServiceProviderMaster

Field Name Data

Type

Description Key

constraint

Login_ID Nvarchar Login Name Primary key

Password Nvarchar Password

Provider_id Nvarchar Provider ID Foreign key

Auth_id Int Authorization Id Foreign key


Table 4: Product Details


constraint

Product_Id Int Product ID Primary key

Specification Int Product Spec.

Tech_Spec Nvarchar Tech. Spec of Product

Company Nvarchar Manufacturer

Table 5: Authorization


constraint

Auth_id Int Authorization ID Primary key

Auth_Label varchar Authorization Label

Auth_name Nvarchar Authorization Name

Table 6: Services Details


constraint

Service_Id Int Service ID Primary key

Service_name Nvarchar Service Name

Specification Int Product Spec.

Tech_Spec Nvarchar Tech. Spec of Product

Company Nvarchar Manufacturer

Service_Provi

der

Nvarchar Service Provider Foreign Key

Table 7: Country



constraint

Countryid Int Country ID Primary key

Country varchar Country name

Table 8: State

Table 9: RegisterAs

Field Name Data Type Description Key constraint

Id TinyInt Id Primary Key

Register_as Char Register as User/Service

Provider

Table 10: RegisterFor

Field

Name

Data

Type

Description Key

constraint

Id Tinyint Id Primary key

Registerfor Char Register for Product or

Services

Table 11: ServiceProvuiderDetails



constraint

Stateid Number Stateid Primary key

State_name Varchar State Name

State_code Char Two Digit State Code

Country_id Number Countryid Foreign key

The Online Customer Care ServiceProvider_id Number Service provider unique ID Primary

Key

Provider_N

ame

Nvarcha

r

Service Name

Provider

_Details

Nvarcha

r

Details of Services Provider

Table 12: ComplainMaster


Comp_id Number Complain ID Primary key

Comp_date DateTime Server Date Time

Comp_By Int User ID Foreign key

Comp_For Int Product/Service Foreign key

Comp_Det

ails

Nvarchar Details of Complain

Comp_stat

us

Char Open/Closed

Table 13: ServiceMaster


Serv_ID Number Service ID Primary key

Serv_date Date Time Server Date time

Comp_id Number Complain ID

Serv_By Number Provider ID Foreign key

Remarks Nvarchar Remarks on Service

Serv_type Int Product/Service Foreign key

Serv_status Char Open/Closed

Table 14: Login_Manager

The Online Customer Care ServiceField Name Data Type Description Key

constraint

Userid Nvarchar Login ID Foreign key

Login time Int Date and time of login Foreign Key

Logout time Int Date and time 0f logout Foreign Key

Authority char Name of the table from

where data was updated

Table 15: mail_Manager


constraint

Userid Nvarchar Login ID Foreign key

Mail id integer Primary key

Date_send Integer Date and time 0f logout Foreign Key

Whether

_read

Nvarchar Name of the table from

where data was fetched

Send_userid nvarchar The userid that send the

mail

Foreign key

Table 16: mail box


constraint

Mailid integer Mailed Primary key

mail text Mail message

subject varchar Subject of the mail



TESTING AND VALIDATION CHECKS

Approach of web app testing adopts the basic principle for

all software testing and applies a strategy and tactics

that have been recommended for object oriented system .the

following steps summarizes the approach:

1. The content model for the web app is reviewed to uncover errors. This is like copyediting

2.The design model for the web application as reviewed to uncover navigation error.

Use cases derived as part of the analyst activity, allow a web

Engineer to exercise each usage scenario against the

architectural and navigational design. These non-executable

test help uncover Error in navigation.

3. Selected processing component and web page is unit tested.

When web apps are considered, the concepts of the unit

changes, each web page encapsulated in itself content

navigation link as well As script, form and applet (processing

element). It is not always possible or practical to test each

of these characteristics individually.

4. The architecture is constructed and integration tests are conducted.

The Online Customer Care Service The strategy for integration testing depends upon the

architecture that has been chosen for the web application.

5. The assembled web application is tested for overall functionality and content delivery.

Like conventional validation, the validation of web based

systems and application focuses on user visible action and

user recognizable output from the system. To assist in the

derivation of validation tests the tester should draw upon

use cases the use cases provides a scenario that has high

likelihood of uncovering errors in user interaction

requirement.6. The web application is implemented in a variety of different environmental configuration and is tested for compatibility with each configuration.

7. The web application is tested by controlled and monitored

population of end user.

Finally with the modular concept inside the application

it is being also tested for its Reliability:

The system reliability will be insured through data

integrity rules built into the database at the backend and

the system rules built into the front-end application. The

system will take assurance from the user before making any

changes permanent.

The Online Customer Care ServiceMAINTAINABILITY: The system has been designed taking care

of modularity. Faults in the system can be traced to

modules and thus

VALIDATION CHECKS This will be as such to maintain consistent and persistent

information on the web when most of the time the project

has to deal with uploads so a minor error will down the

impression of the company.

Therefore, validation checks by software itself using the

flavors of JavaScript and manual checks are also necessary

as: -

1.Correct entry of data in the form.

2.Correct updating of question and with the most

suitable answer etc

SCOPE OF FUTURE APPLICATION

Software scope describes the data and control to be processed,

function performance, constraints, interfaces and reliability.

Function describes in the statement of scope are evaluated and

in some case refined to provide more detail prior to the

beginning of the estimation. Because both cost and schedule

estimates are functionally oriented, some degree of

decomposition is often useful.

We can implement easily this application. Reusability is

possible as and when we require in this application. We can

update it next version. We can add new features as and when

we require. There is flexibility in all the modules. Scope

of this document is to put down the requirements, clearly

identifying the information needed by the user, the source

of the information and outputs expected from the system.


FUTURE SCOPEIt is directly dependent on the lay stone of the project

that is we will have to design a system which when the time

passes having a better system initially should not become a

joke later.

It is highly likely that the scope will change as the web

application project moves forward; the web e-process model

should be incremental. This allows the development team to

“freeze” the scope for one increment so that an operational

web application release can be created. The next increment

may scope changes suggested by a review of the preceding

increment, but once the second increment commences, scope is

again frozen temporarily. This approach enables the Web-App

team to work without having to accommodate a continual

stream of changes but still recognizes the continuous

evolution characteristics of most web application. Besides

that, the following basic quality in the software always

safeguards the future scope of the software.

Reusability: Reusability is possible as and when we require in this application. We can update it next version.

Reusable software reduces design, coding and testing cost

by amortizing effort over several designs. Reducing the

amount of code also simplifies understanding, which

increases the likelihood that the code is correct. We

follow up both types of reusability: Sharing of newly

written code within a project and reuse of previously

written code on new projects.

The Online Customer Care ServiceExtensibility: This software is extended in ways that its

original developers may not expect. The following

principles enhance extensibility like Hide data structure,

Avoid traversing multiple links or methods, Avoid case

statements on object type and distinguish public and

private operations.

Robustness: Its method is robust if it does not fail even if it receives improper parameters. There is some

facilities like Protect against errors, Optimize after the

program runs, validate arguments and Avoid predefined

limits.

Understandability: A method is understandable if someone other than the creator of the method can understand the

code (as well as the creator after a time lapse). We use

the method with small and coherent helps to accomplish

this.

Cost-effectiveness: Its cost is under the budget and make within given time period. It is desirable to aim for a

system with a minimum cost subject to the condition that

it must satisfy all the requirements.

can be rectified easily. The entire source code is well

structured and commented to ensure clarity and readability.

Portability: since it is a internet based application so its portability and usability depends upon the Clint

connected with the internet. The interface designed that is

the web page designing which is one of the major part of

web application because it is the first impression

The Online Customer Care Serviceregardless of the value of its contents interface should

must grab a potential user immediately

OVERVIEW OF THE DOCUMENT : -

This document contains the system and software

requirements in terms of what the system will be and what is

expected from the system. This will also highlight the system

behavior in terms of queries and reports generated by the

system. It contains the user characteristics, access controls,

assumptions, and dependencies on the system. The benefit of

the system: Reduce in overheads paper works, zero delays in

project completion, etc.

SECURITY MEASURES TAKEN

Security is the probability that the attack on a System can be repelled. To make the SYSTEM FOR ONLINE CUSTOMER QUERY HANDLING AND RESPONSE

Robust appropriate security measures have beenTaken:

1. Password protection is enabled in the software so

that only the authorized users can access the database.

2. Limited access is given to the database server so

that the data is not tampered with.

3. An integrated backup module is provided to the end-user

so that even a non-technical user can take daily and

month-end backups. These backups can later be used in the

event of a system crash.

Synopsis

Documents

customer service

online services

online customer care

online customer query

project system

end customer

online education

online help