User Scenarios
User Scenarios help in identification of Data Access requirements to 
support a range of typical User Tasks.
In the case of this Project, the User Tasks are concerned with helping 
Customers who need advice and assistance.  
The role of the User Scenarios is to ensure that the data required for each 
Scenario is available, and to identify the data items used in each Scenario.

Data falls into two categories :-
1.  Read-only. 
    This applies to external third-party Applications, such as Maps, and 
    also internal Applications which are updated separately, such as Billing.

2.  Read and Write.
    This applies to History Tables, which are updated as part of the Customer 
    Contacts and then are used subsequently to personalize the Customer Experience.

A Customer Session will be maintained during a Customer Contact to hold details of 
any data items to be stored and updated in tables.