3. George captures the required details in IBM Case Manager. 4. IBM Case Manager initiates a new case. 5. The system generates and sends a thank-you correspondence to Jackie. 6. The case is routed to Rebecca, the appropriate specialist. 7. Rebecca works from an airport, and accesses her case using the mobile IBM  Case Manager Client. a. Rebecca calls Jackie to gather more information. A request for supporting  documentation form is sent to Jackie. b. Before ending the call, Jackie requests that her contact information be  updated. Rebecca initiates a  Client information update  task that is routed  and run by George, the CSR, because he has access to that system. 8. Using her mobile phone, Jackie takes a picture of the completed form, and  other supporting documents. They are uploaded to the case through the  mobile user interface (UI). 9. When she is back in the office, Rebecca is notified of the arrival of the  supporting documents. She reviews the documentation and determines that a  refund or replacement should be issued. 10.IBM Case Manager automatically routes the refund request to Tim, Rebecca’s  manager, because the amount of the refund is over the normal amount. 11.Tim is presented with all of the supporting documentation, including a client  transaction history for Jackie. 12.Tim approves the refund request: a. A  Process refund or replacement  task is initiated by Tim. b. The case is routed to George to send out the correspondence to Jackie.  13.For corporate governance reasons, some of the documents involved in the  case are automatically declared as records. 2.2 Role of solution components in the scenario 16  Building IBM Enterprise Content Management Solutions From End to End The following sections provide an overview of each solution component’s role. Solution component and IBM ECM product naming convention:  Solution  components in the scenario are associated with IBM ECM products. In this  book, we loosely refer to a solution component and the particular IBM ECM  product that provides the component as the same thing. Although they are  technically not the same thing, we use them interchangeably for simplification  of wording and description in this book.