MIS 3510 * Fall 2014 * Midterm Exam Preparations
This exercise contains three questions and solutions.
1. Use Case Diagram
Maxi Software is a developer of fourth generation programming languages. In order to support
its customers, Maxi Software provides a help desk based on a toll free telephone line.
When a call comes in, the customer is routed to the first available consultant. The consultant
accesses the customer record in an electronic database and starts logging the date, problem stated
by the customer and other details of the call. History of calls by the same customer is
automatically retrieved and displayed in a separate window.
Each consultant has certain knowledge of Maxi’s products memorized and may be able to
answer simpler questions right away. The consultant also has a database of questions and
answers available, which s/he can retrieve for an appropriate solution to the customer’s question.
But if the consultant cannot solve the problem any way, s/he announces the problematic call
though an electronic bulletin board, along with a short description of the problem solving
attempted. This board is visible to specialists whose role is to take over more challenging
problems.
The call accepting specialist accesses the call log initiated by the consultant, and engages in
communication with the customer. The specialist first tries to solve the problem by guiding the
customer through familiar trouble shooting procedures. If this does not help, the specialist
retrieves a problem case base in search of special problems and solutions.
Based on the description above, create a use case diagram to represent the help desk
information system at Maxi Software. (9 marks)
2. Activity diagram
Follows a description of the check out procedure a clerk in a video rental store regularly
performs for checking out videos. In order to record checked out items, the clerk enters the
customer ID or name to retrieve the customer master data in an electronic database. The
electronic database system (system) fetches the customer record, which could be a family
member to the present customer. The clerk then verifies the customer and starts a new rental. The
system opens a new transaction record for rentals.
For each copy of a video to be checked out, the clerk enters a copy ID and the system records it
and adds the data on the title, and due date. Once all items are entered, the clerk finalizes the
rental procedure. The system calculates the total and displays it on the computer screen. The
clerk enters the payment provided by the customer. The system then updates the rentals file and
prints a receipt. Draw an activity diagram for this check out procedure.
Solutions
1. Maxi Software’s Help Desk System
Help Desk System
Access Customer
Record
Log Customer
Call
«includes»
Display Calls
History
Consultant
Query Q+A
Database
Post/Read
problem call
Query Knowledge
Base
Specialist
2. Video Rental Store System, Activity Diagram for Check Out Procedure
3. Class Diagram
Super Bank serves two kinds of customers – commercial and personal. The bank tracks names
and addresses for all customers. For commercial customers, the bank records credit rating,
contact person name, and contact telephone number. Personal customers also have extra
attributes – employer name, and home telephone.
Customers have accounts and each account is identified by its number, type, opening date,
interest, and the amount of current balance. Customer activities are recorded in a ledger of
transactions. Customers perform transactions of depositing and withdrawing money. For each
transaction, date and time must be recorded, as well as the amount deposited or withdrawn. For
checking purposes, amounts of the old balance and of the new balance are also included in each
transaction record.
An account’s balance is updated by a value of the transaction ledger’s new balance in regular
intervals of time. In addition, each account is serviced in a particular branch of the bank.
Branches are tracked on name, address, and telephone.
Create a class diagram without methods and multiplicity shown for this account management
system at Super Bank.
Solution: