Fusiontec Software 3/16/2023

IT Service Motto
Information Technology has to
provide service to clients in order
to give
 Right Information to
 Right People at
 Right Time to take
 Right Decision with
 Minimum Supervision or
Without Supervision

SUPPORT TEAM SKILLS TRAINING - PART 1 2

Customer
Satisfaction
The Customer Satisfaction is
depends on the below things:
 Better Price
 Better Quality
 Better Service
 Short Waiting Time
 Helpful Advice
 Satisfying Resolution
 Better Feature

SUPPORT TEAM SKILLS TRAINING - PART 1 3

CRM Skills
Minimum skills required to CRM
team:
 Communication Skills
 Language
 Way of Communication
 Problem Solving Skills
 I-D-E-A-S
 Time Management Skills
 Technical Skills

SUPPORT TEAM SKILLS TRAINING - PART 1 4

1
Fusiontec Software 3/16/2023

Communication Skills
Convey ideas and information through the use of written language.
WRITTEN
COMMUNICATION.

Convey ideas and information through the use of spoken language.

ORAL
COMMUNICATION.

Convey ideas and information through the use of imagery or wordless

NON-VERBAL AND cues.
VISUAL
COMMUNICATION.
Communicate effectively by summarizing and restating what you hear in
your own words in order to confirm the understanding of all parties.
ACTIVE LISTENING. Active listening helps people to open up, avoid misunderstandings,
resolve conflicts and build trust.

Communicate effectively in different contexts, including those pertaining

CONTEXTUAL to various populations, persons, situations, environments or sets of
COMMUNICATION. behaviors. This includes such contexts as professional, cross-cultural,
online, academic and crisis communication.

SUPPORT TEAM SKILLS TRAINING - PART 1 5

Problem Solving Skills – I-D-E-A-S

 Identify the problem type / situation /
criticality
 Define the Exact Issue after doing analysis
 Evaluate The Outcome of the various
solutions possible.
 Act on one Selected possible solution
 See the solution is working fine, if not try
with the next possible solution.

SUPPORT TEAM SKILLS TRAINING - PART 1 6

Issue Types Vs. Issue Categories

 Technical Issue – Issue raised due to hardware error / network  Critical Issue – Stopping the process and unable to contine
problem / virus attack / technology bug / etc. the work by the user.
 Functional Issue – Issue raised to functional process change /  Major Issue – Issue is big, but there is a work around to
functional understanding gap resolve with a temporary solution
 Trivial Issue – Small issue but needs to be fixed later.
 Sub Categories:
One Time / First Time Issue
Repeated Issue
Random Issue
Known Issue
Unknown Issue

SUPPORT TEAM SKILLS TRAINING - PART 1 7

2
Fusiontec Software 3/16/2023

Technical Skills - Outline

Topic 1. Application Model

Topic 2.

Topic 3. SQL Server & t-SQL Queries

Topic 4.

Topic 5. Handling Issues & Clients

SUPPORT TEAM SKILLS TRAINING - PART 1 8

Technical Skills - Outline (Continued…)

Topic 6. Crystal Reports Basics

Topic 7.

Topic 8. CSS Basics

Topic 9. jQuery / JavaScript Basics

Topic 10. Work – Life Balance

SUPPORT TEAM SKILLS TRAINING - PART 1 9

Application
Model
We will cover these topics:
 Client Server Architecture
 Web Server - IIS
 Web Application
 Database Server
 Fusiontec Software
Architecture

SUPPORT TEAM SKILLS TRAINING - PART 1 10

3
Fusiontec Software 3/16/2023

Client Server Architecture

 Client – The client is  E.g. 1. A Mail client
the mobile or requests for latest
computer which sends mails received in the
requests to SERVER inbox to MAIL SERVER.
connected in the
network – Internet  E.g 2. A Web Browser
(Cloud) / Intranet / request will be sent to
Self Hosted. WEB SERVER and the
server process the
 The Client requests request and sends
can be sent thru back the RESPONSE to
Applications like the requested client.
Browsers or Directly
from Device Port to  E.g.3. Same Machine
Server Port access. has application /
database / usage.

SUPPORT TEAM SKILLS TRAINING - PART 1 11

Web Server
 IIS – Internet Information Service - Server

 The Service used to process and respond for http, ftp applications related requests. [Web Server Requests]

 Purpose of IIS: When any user sends the request thru browser by opening some URL (eg. 45.35.169.89/finfusion)
then the server (45.35.169.89) accepts the requests in the default port 80 and process the client’s request and
returns the RESPONSE to the client.

 Enabling IIS – We can enable IIS in any Windows PC / Server by using “Turn Windows Features on / off” option.

 Our Web Servers are deployed in cloud with the vendor – Databasemart.com

 45.35.169.89 – Test Environment / Live Environment

 38.17.50.19 – Live Environment

 Internal Web Servers @ Client Premises – e.g. PHC, Sanco

SUPPORT TEAM SKILLS TRAINING - PART 1 12

Web Application
 A Web Application is a software application deployed in Web Server to provide services thru
internet / intranet.

 Steps to Deploy a Web Application:

 The web application can be deployed @ Root (C:\inetpub\wwwroot folder) or @ virtual directory
(D:\Fusiontec\FinFusion) level

 First the published folders and files are to be copied and pasted to respective root or virtual
directory folder.

 Open IIS Manager

 Right click the default web site and click Add Virtual Directory  Select the path of the published
files copied folder

 Set the Application Pool [if required enable ASP.NET from Turn Windows Features on or off -
within WWW Services]

 Set Security rights to IUSR – “Full control” to respective Virtual Directory / root folder.

 Convert the virtual directory to “Application” to access thru URL. Eg: http://45.35.169.89/finfusion

SUPPORT TEAM SKILLS TRAINING - PART 1 13

4
Fusiontec Software 3/16/2023

Database Server
 DBMS – Database Management System – Server – e.g. [SQL Server / Oracle / MySQL / PostgreSQL/etc.,].

 A database server is a server which uses a database application that provides database services
to other computer programs or to computers, as defined by the client–server model

 Database: A Database is an organized collection of data stored and accessed electronically. Small
databases can be stored on a file system [MS Access], while large databases are hosted on
computer or cloud storage. e.g. FinFusion / SCFS_ERP/ TIBC
 Security Vs. User :

 A “Security” in SQL Server is the login credentials managed @ Server level. Eg. Ftec

 A “User” in SQL Server is the user linked to respective database and mapped to respective login and managed @ Database level.

 Whenever any database is restored, if application throws error while logging in then we need to remove the user from database
by dropping the user and re-map the login to the data base with required roles[db_owner,etc.,].

SUPPORT TEAM SKILLS TRAINING - PART 1 14

Fusiontec Software Architecture – Web Application

Web Application Database Server APIs

The front end web

application is based on Application Programming
The back end database
.Net framework along with Interfaces for GST portal /
server may be SQL Server
other technologies GSTZEN / SMS / Email -
/ MySQL / MS Access
bootstrap, html5, css, Integration API Services.
jquery and javascript.

https://www.fingent.com/blog/a-detailed-guide-to-types-of-software-applications/
SUPPORT TEAM SKILLS TRAINING - PART 1 15

Fusiontec Software Architecture – Desktop Application

Desktop
Database Server APIs
Application

The database server may Application Programming

Visual Basic Desktop be SQL Server / MS Interfaces like SMS / Email
Application. Access integration utilities.

SUPPORT TEAM SKILLS TRAINING - PART 1 16

5
Fusiontec Software 3/16/2023

Client Server Model

Web Server

Database Server

Web Application

Fusiontec Web / Desktop Application

Application Model Summary

Here is what we learned

SUPPORT TEAM SKILLS TRAINING - PART 1 17

Course Progress

Topic 1. Application Model

Topic 2. Application Vs. Database

Topic 3. SQL Server & t-SQL Queries

Topic 4.

Topic 5.

SUPPORT TEAM SKILLS TRAINING - PART 1 18

Web Application
Vs. Database
We will cover these skills:
 Concepts / Components
 Relationship between
Application & Database
 About MVC
 MVC – Screen Development

SUPPORT TEAM SKILLS TRAINING - PART 1 19

6
Fusiontec Software 3/16/2023

Web Application Vs. Database Major Components

 Model / View / Controller – UI + Logic  MS Access – MS Office Version 2010 / 2016

 Web.config  SQL Server Version – 2000 / 2008 / 2012 / etc

 To define - Connection strings for connecting SQL/MYSQL server database
 SQL Server Editions – Express [free] / Standard [Licensed] / Enterprise [Licensed]
 To define paths like BASE URLs, REPORTS Folder path, QRCode Path  Database Engine [Server]

 Folders – bin, scripts, content, views, and so on.  SQL Agent Service [Jobs scheduling]

 Packages.config  SQL Reporting Services [Reports development]

 Identity Framework – User / Groups / Roles Management  SQL Integration Services [Data Integration service]

 Bootstrap – to apply the Bootstrap based designs in UI  Tools: SQL Profiler, Database Engine Tuning Advisor

 jQuery – To implement jquery packages like datatables.  System Databases – master, tempdb, modeldb, msdb

 QRCode – To generate QR Codes for the required content.  User Databases – e.g. finfusion

 OpenXML – To export the report data to Excel / PDF formats

 Datatables – To display the records in index page tables

 Glimpse.axd – To debug the web application performance – (like AJAX)

SUPPORT TEAM SKILLS TRAINING - PART 1 20

Relationship between Web Application & SQL Database

 Model - SQL Table / View / SP - Structure  Table / View / Stored Procedure
 View – UI Design  -
 Controller – Logic built for the UI  -
 Packags.config  -
 Web.config  -
 Folders – bin, scripts, content, views, and so on.  -
 Identity Framework – User , Groups , Roles , User Groups, Role  Tables- AspNetUsers , Groups , AspNetRoles ,
Groups ApplicationUserGroups, ApplicationRoleGroups

SUPPORT TEAM SKILLS TRAINING - PART 1 21

MVC Framework

SUPPORT TEAM SKILLS TRAINING - PART 1 22

7
Fusiontec Software 3/16/2023

MVC - Screen Development Time

One New Simple MVC MASTER/DETAIL CHANGING MVC MASTER/DETAIL UI
 The timings are based on the below scenario: Task Hours/Mins Task Hours/Mins
Database - SP/VIEW Definition 01:00:00 Database - SP/VIEW Definition 00:10:00
 An Experienced Developer. Database-Table Definition 01:00:00 Database-Table Definition 00:10:00
MVC - Controller 02:00:00 MVC - Controller 00:10:00
 Requirements Collection must be crystal clear. MVC - Index Page 00:30:00 MVC - Index Page 00:10:00
MVC - Model 00:30:00 MVC - Model 00:10:00
MVC - Validations 00:45:00 MVC - Validations 00:10:00
 Requirements Collection: MVC - View 00:45:00 MVC - View 00:10:00
Testing 01:00:00 Testing 00:10:00
 Understanding the Process
Testing Issues Fix 01:00:00 Testing Issues Fix 00:10:00
Total 08:30:00 Total 01:30:00
 Understanding Each inputs in a Screen

 Need to document formally for the collected requirements and get authorized
COPYING FROM EXISTING MVC MASTER/DETAIL NEW REPORT DEVELOPMENT
person sign from client as well as project manager. Task Hours/Mins Task Hours/Mins
Database - SP/VIEW Definition 00:30:00 Database - SP/VIEW Definition 00:30:00
Database-Table Definition 00:15:00 Database-Table Definition 00:15:00
 Requirements Collection – Common Mistakes to avoid:
MVC - Controller 01:00:00 MVC - Controller - PrintView 00:15:00
 If any “Understanding Gap” between Client’s “Actual Requirement” and MVC - Index Page 01:00:00 MVC - Index Page 00:15:00
MVC - Model 00:15:00 MVC - Model 00:15:00
Support Team Member “Collected Requirements” happened then the time MVC - Validations 00:15:00 MVC - Validations 00:15:00
MVC - View 00:15:00 MVC - Crystal Crystal 03:00:00
spent by everyone in that work become wasted. Testing 00:30:00 Testing 00:30:00
Testing Issues Fix 00:15:00 Testing Issues Fix 00:15:00
 Also, the Trust & Good Will of software company will be decreased if the Total 04:15:00 Total 05:30:00

above mistake happens.

SUPPORT TEAM SKILLS TRAINING - PART 1 23

Understanding Requirement / Issue

• Process Mentor Knowledge sharing
Thru Process Owner • Ability to connect the processes

• By Studying User Manuals

Thru Documents • Ability to connect the Document Details

• By Understanding direct site visit and having Interaction with end users
Thru Experience • Ability to connect the User Interactions

• By Understanding SQL Tables / Screens / Prepare Test Reports

Thru Technical Skills • Ability to connect Joins / Uis / Test Scenarios

SUPPORT TEAM SKILLS TRAINING - PART 1 24

Fusiontec Web Application Architecture

Web Application – Major Components

SQL Server – Major Components

Relationship between Web Application

& Database

MVC – Screen Development Time

Understanding Requirement / Issue

Application Vs. Database Summary

Here is what we learned

SUPPORT TEAM SKILLS TRAINING - PART 1 25