content_image/1006633.jpg
## 2.1.3 Detailed steps 

Tim starts the refund or replacement  task, and sends the case back to George to deliver the outcome to Jackie. At the same time, the transaction information that Tim retrieved from IBM Content Manager OnDemand also becomes part of the document that is attached to Jackie’s case, for auditing purposes. 

George receives Jackie’s case outcome in his case queue. He generates the outcome correspondence, which is sent directly to Jackie. After this is done, the case is considered closed. Based on the company policy and government regulation, some of the case documents must be declared as records. Therefore, when the case is closed, the required case document is automatically declared as a record to be retained within the company-defined retention period. 

The following section provides a summary of the key steps involved in the scenario, as shown in Figure 2-1. 

<img src='content_image/1006633.jpg'>

The following list describes the steps shown in Figure 2-1: 

1. Jackie, the client, makes a call. 

2. The call is received by George, the client service representative (CSR). 

