Database Design & Application-production

7/28/2019 Database Design & Application-production

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NEW YORK STATE FBLA

DATABASE DESIGN & APPLICATIONS

PRODUCTION TEST

2009

PLEASE DO NOT OPEN THIS TEST UNTIL DIRECTED TO DO SO

Test Directions

1. Each printout should include a header or footer containing your name, school, andjob number.

2. You will have one hour to complete this test once all directions are read. After thetest begins, no help or additional time will be given to you concerning the normaloperation of the equipment. However, if your machine fails, call the proctor.

3. Job No. Task Point Value

1 Object Diagram 252 Entity-Relationship Diagram 153 Database and Table Creation 204 Unresolved Query 205 Unresolved Calls Report 106 Technician Workload Report 10

To assist you in knowing what to print throughout this test, instructions are includedin each job for what you are to print.

4. You are not allowed to bring in any reference materials and you are not allowed touse a calculator.

5. Proofread all work. Your documents will be evaluated by a panel of judges. Alldecisions of the judges are final.

6. When you have completed the exam, you will need to turn in all materials to thesite proctor, including this test and all printoutsincluding those you do not wish

judged.


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NYS FBLA 2009DATABASE DESIGN & APPLICATIONS PRODUCTION

Background Information:The I Need a Tech call center is currently logging its calls by hand-completing a paper template. Whena customer calls, the customer service representative creates a help desk ticket on the paper templateexample shown below. When a technician is assigned and the problem gets resolved, the techniciancompletes the help desk ticket. Because several tickets have been getting lost, the handwriting can bedifficult to read, and there is no way of keeping track of work done or customer information, I Need a

Tech has hired you to create a database to track help desk calls.

Technicians:

Technician ID Technician Name Technician Phone Technician E-mail

1 Stacey Kim 212-555-1000 [email protected]

2 Patrick OConnelly 716-555-2000 [email protected]

3 Terrance Bryant 315-555-3000 [email protected]

4 Kathleen Pierce 607-555-4000 [email protected]

Current Help Desk Ticket Template:

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Customer ID:

Customer Name:

Address:

City:

State:

Zip Code:

Phone Number:

I Need a Tech Help Desk Ticket

Assigned Technician:

Call Date:

Call Time:

Description of Problem:

To Be Completed by Technician Only:

Date Resolved:

Resolution Description:


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Existing Customer Tickets:

Customer ID 1 2 3 4 5 6

Customer NameFrank Hall Cindy Loo Bradley Smy Marsha

StoneyEnriqueRodriquez

John DimsJr.

Address45 Mt. RyanStreet

82345 Rt. 36 939 LindaLane

14 Tea TimerRoad

543 W. IndyCircle

One MainStreet

City Albany Corning Kenmore Brooklyn Ogdensburg CanisteoState NY NY NY NY NY NY

Zip Code 12201 14830 14217 11210 13669 14823

Phone Number518-555-5891

607-555-9835

716-555-7604

718-555-4428

315-555-7111

607-555-0103

Description ofProblem

ComputerwontrecognizenewBluetoothmouse butwillrecognizethe keyboard

New monitordisplaysunreadablewords;pictures areOK

Printer wontprint correctcolors

Computerwontdownloadanythingfrom Internet;GenericProcess HostWin32 errormessageappears

Trying toconnect agamesteeringwheel butcant findcorrect typeof connectionon CPU

Just movecomputer ta differentroom andcantreconnectmodemproperly

Call Date 1/2/09 12/20/08 2/1/09 1/22/09 2/14/09 12/29/08

Call Time 8:46 pm 6:10 pm 9:01 am 4:58 am 11:30 pm 1:15 am

AssignedTechnician

TerranceBryant

KathleenPierce

PatrickOConnelly

Stacey Kim TerranceBryant

KathleenPierce

Date Resolved 12/31/08 2/2/09 2/28/09

ResolutionDescription

Updatedvideo driverandreinstalledmonitordriver

Changed inkcartridges

Providedcustomerwith 15-pin to9-pin serialport adapter

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Job 1Object Diagram (25 points)Complete the object diagram below. The objects and their attributes can be obtained from the CurrentHelp Desk Ticket Template shown above. Identify appropriate primary and foreign keys for each objectby writing PK (Primary Key) and FK (Foreign Key) to the left of the attribute. This job can be eithercreated on a computer or written in the boxes below. Be sure to include this job with the rest of the testproblems.

Job 2Relationship Diagram (15 points)Complete the relationship diagram below. Fill in the object name in the appropriate rectangles. Addrelationship lines between the objects and note the nature of the relationship. This job can be either

created on a computer or written in the boxes below. Be sure to include this job with the rest of the testproblems.

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Customer Call Technician


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Job 3Database Creation (20 points)1. Create a new database named Help Desk and create the Customer, Call, and Technician tables

using the information you identified in Job 1 to help you add the appropriate fields for each table.Identify appropriate data types for each field. Save each table.

2. Populate the tables with the information for the technicians and the call ticket data in this test.

3. Establish the relationships between tables.

4. Print 3-A: The Customer table.

5. Print 3-B: The Call table.

6. Print 3-C: The Technician table.

7. Print 3-D: The relationship between the tables.

Job 4Unresolved Calls Query (20 points)1. Management wants a report that will track which help desk call tickets are not resolved in order to

follow up with the technician. Create a query that displays the help desk call tickets that are notresolved. Include Customer ID, Customer Name, Customer Phone, Call Date, Call Time, and Is theProblem Resolvedin this query.

2. Sort the query results by the Customer ID.

3. Save and name the query Unresolved Calls

4. Print 4: Unresolved Calls query.

Job 5Unresolved Calls Report (10 points)1. Since queries are not intended to be analyzed and presented, create a report based on the

Unresolved Calls query created in Job 4. Include Call Date, Call Time, Customer ID, Customer

Name, Phone, and Is the Problem Resolved.2. Sort the report by the most recent calls.

3. Save and name the report Unresolved Calls.

4. Print5: Unresolved Calls report.

Job 6Technician Workload Report (10 points)1. Create a report to help management keep track of the technicians work loads. The report

should display the Technician ID, Technician Name, Customer Name, City, Customer Phone, CallDate, and Is the Problem Resolved.

2. Group the report by Technician ID with the Technician Name included in the grouping.3. Save and name the report Technician Workload.

4. Print 6: Technician Workload report.

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Database Design & Application-production

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