2.1 Use case scenario overview 2.1.1 Actors 2.1.2 Scenario 12  Building IBM Enterprise Content Management Solutions From End to End Our scenario begins when Jackie places a call to fictitious Company A, because  she has had issues with a product and service she recently received. George,  the Customer Service Representative, receives the call. His conversation with  Jackie helps George determine that a new case is required, because the path to  resolution is outside of his responsibilities in the organization.  He captures the required information to create the new case within IBM Case  Manager. George ends the call with Jackie and submits the new case for  processing. The scenario consists of the following internal and external actors: This section outlines the simple scenario used in this book. We aim to create a  scenario that is not industry-specific. This use case scenario and the resulting  ECM solution should be applicable to many organizations.  Note:  This book is created as a reference guide to showcase a set of  capabilities of IBM ECM products, their integration, and solution  implementation. It is not intended to be a definitive guide to create a  production-ready solution. When working through this scenario, we encourage you to learn the capabilities  of various IBM ECM products, and to discover how you can integrate and apply  them to your ECM solution to meet your enterprise requirements. Client (Jackie) Is a customer of fictional Company A, who has a concern  about the product and service she recently received. Customer Services Representative (George)  Specialist (Rebecca) Is assigned product-specific and service-specific  questions and concerns that the customer service  representative cannot manage. Manager (Tim) Is responsible for the review of exceptions, for example  refund requests over a set value. Is responsible for the initial screening and management of  inbound calls from clients. 