Implementing an IBM Content Manager OnDemand system use case
The use case scenario described in Chapter 2, “Use case scenario” on page 11
illustrates how decisions about how to resolve a case can be taken with less risk by incorporating more information about the customer or person filing a claim or starting a request. This information can come from online systems, such as enterprise resource planning (ERP) systems, or from archives containing current and historic information about transaction performed with a customer.
For this scenario, the ...