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## Escalating a case for Managerial approval 

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. 

<img src='content_image/972796.jpg'>

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. 

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. 

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. 

## Completing a case 

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. 

