Escalating a case for Managerial approval Completing a case 104  Building IBM Enterprise Content Management Solutions From End to End After the Manager approves the work item, switch roles to the Customer Service  Representative. The Send Request Decision work item is in the Customer  Service Representative’s in-basket widget as shown in Figure 5-29 on page 105. In a more complex scenario, the Manager can use IBM Watson Content  Analytics and IBM Content Classification to do some detailed analysis into  content in the repository about the specific customer or invoice, and make a  more informed decision. Figure 5-28 Manager Approval work item in Manager’s in-basket To escalate a case, follow these steps: 1. After switching to the Manager role, navigate to the  Work  page and open the  Manager Approval  work item, as shown in Figure 5-28. 2. The Manager is expected to gather analysis about this specific case, because  the total amount is greater than 5000. In this simple use case, the Manager  can review the case properties exposed on the Work Details page, and review  the document types added by the CSR and the Specialist.  3. The Manager makes a decision, either approve, disapprove, or request  additional evidence. In this use case scenario, the Manager approves the  work item and completes it.  4. Next, the Customer Service Representative closes the case and  communicates to the CSR.