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Customer Service Management System
The FinTech company “Alpha” is proposing a ne
Customer Service Management System
The FinTech company “Alpha” is proposing a new customer service management system. The system will handle customer requests for support. The customer initiates a support ticket by sending an email to the customer support department. Then, the system assigns a ticket number. The ticket will then be evaluated. Valid tickets will be resolved. Otherwise, a rejection notice will be sent to the customer detailing the reason for rejecting the support ticket.
The system should keep track of all the tickets, and a weekly report will be generated and sent to the Management. Some support tickets require the finance team to refund payments to the customers. In that case, a refund request will be sent to the finance team that either accept or reject the request as a refund request notice. If the refund request is accepted then a refund notice will be sent to the customer. The system should keep track of all the refund requests that will be part of the weekly report. Your answer must include a screenshot of the complete Context Diagram along with the link generated from the LucidChart
Please refer to slides 7 to 24
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