Faculty of informatics Masaryk university Customer service Homework 2 PV207 - Business Process Management Do Long Thanh (445402) March 29, 2020 seminar group PV207/01CZECH 1 Brief summary This process starts with receiving an email from the client. Email is assigned to the account manager, who starts to discuss with the client to receive more information with the problem. If the account manager can handle the problem, the client will receive an email with a solution, and the issue is marked as solved. Otherwise, the issue ticket is created and sent to the customer care department. At this point, it counts 14 days to resolve the issue. Agent receives the issue ticket and then classify the issue type. The customer care department tries to resolve the problem and send a solution to the account manager. If customer care cannot solve the problem, it is transferred to the Head of customer care. The Head of the customer care department must inform the account manager with some explication. 1 L2 Customer service Customer Accountmanager Account manager Customer's issue Solvable by account manager? Create ticket 14 days Inform user about unresolved issue Inform user about solution Receive solution from customer department Unresolved issue Problem is solved? Deadline to resolve problem cannot be more than 14 days Discuss an issue Solved issue Customercaredepartment Headofcustomercaredepartment Head of customer care department Solve ticket Inform about solution Inform about unresolved issue Head of customer care department must inform account manager about solution. Cannot solve ticket Customercaredepartment Customer care department Receive issue ticket Classify issue type Send solution to account manager Transfer issue to head of customer care department Solvable by head of customer care department? Receive issue Issue ticket Yes Question Send ticket to care department Yes No No Answer Yes No Message event should be used -1 This looks like the ticket was received twice -1 Why is there task to direct flow of token? It is covered directly via sequence flow. This process does not have end event -1 Result: 9