5. Click negative expressions to see the actual descriptions containing the  selected negative expression. Then, you can know the reasons for frequent  complaints about the product (Figure 15-17). 518  Building IBM Enterprise Content Management Solutions From End to End Now, you know the reasons for frequent complaints about the target product, and  that the same complaints as the current case were already reported frequently.  Then, the Manager (Tim) can make a decision to refund or replace the product.  Company A can also decide if they need to improve the product by fixing the  frequently defective component. Figure 15-17 Investigating actual descriptions of the cases