Through the interaction of Rebecca and Jackie, we also see a second example,  the use of ad hoc tasks. At the end of the call, we saw that Jackie requested an  update to her contact information. In many organizations, such as Company A,  this information is managed within a separate system, and is not part of  Rebecca’s role.  Rebecca knows that this is part of George’s responsibility,  so she creates an ad  hoc task within IBM Case Manager, and sends the request for him (or another  person on his team) to perform. If there were a structured workflow, it would  have been nearly impossible to anticipate that request, or another special  request from Jackie.  Without IBM Case Manager, a complex workflow would have been required to  manage that request. As you see within this book, through minimal configuration,  we can enable Rebecca to make those requests without leaving the Case  Manager interface, nor the need for a complex workflow. After Jackie fills out the form and gathers the requested supporting  documentation, she opens the Company A mobile app on her phone. Using the  app on her phone, she takes a picture of the documentation, and submits it. After  it is submitted, the new batch of documents is securely sent to, and processed  by, IBM Datacap.  IBM Datacap reads the bar code on the form, ensures that it has been signed,  and uploads it to IBM Case Manager. After IBM Case Manager receives the new  supporting documents, it automatically adds the documents to the case, and  notifies Rebecca that they have arrived. When Rebecca is back in the office, she logs in to IBM Case Manager with a  browser on her desktop to continue processing Jackie’s case. Rebecca reviews  the newly added documents, and makes a note in the case comments.  The note states that, based on the information received, Jackie should either  receive a refund or a product replacement. Rebecca submits the decision for a  refund for Jackie. Based on the cost of the refund, IBM Case Manager might  automatically route the case to Tim, Rebecca’s manager.  Tim receives the request. Based on his role, Tim accesses additional information  before making his decision. In Company A, IBM Content Manager OnDemand is  used to capture and archive customers’ transaction history, reports, and monthly  statements. Tim retrieves Jackie’s transaction history and monthly statement  from IBM Content Manager OnDemand. With the details laid out neatly in front of  him, Tim agrees that a refund is the appropriate action to take.  14  Building IBM Enterprise Content Management Solutions From End to End