Tim starts the  refund or replacement  task, and sends the case back to George to  deliver the outcome to Jackie. At the same time, the transaction information that  Tim retrieved from IBM Content Manager OnDemand also becomes part of the  document that is attached to Jackie’s case, for auditing purposes.  George receives Jackie’s case outcome in his case queue. He generates the  outcome correspondence, which is sent directly to Jackie. After this is done, the  case is considered closed. Based on the company policy and government  regulation, some of the case documents must be declared as records. Therefore,  when the case is closed, the required case document is automatically declared  as a record to be retained within the company-defined retention period.  The following section provides a summary of the key steps involved in the  scenario, as shown in Figure 2-1.  Chapter 2. Use case scenario  15 1. Jackie, the client, makes a call. 2. The call is received by George, the client service representative (CSR). The following list describes the steps shown in Figure 2-1: Figure 2-1 Solution overview diagram 2.1.3 Detailed steps