Page 6 - Business Requirement Document
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Exhibit - 1
ABC follows the five level hierarchy as mentioned in the organizational chart (see Exhibit
1). In this hierarchy the agents are the lowest level and the CEO is at the topmost level. It
depicts that each manager handles two team leads under them and they have agents
who directly handle the ticket/complaints coming in from the customers.
Based on the requirement gathering workshops the department requires the ticket
management team to have four levels of hierarchy to manage the daily incoming tickets
(see Exhibit 2). It explains the flow of hierarchy that determines the ticket management
department of ABC Corporation Limited.
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Customer Sign-off
Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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