Acquia DAM (Widen) - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Acquia DAM and OpenText Core Case

Acquia DAM and OpenText Core Case complement each other well when organizations need to manage approved digital assets within structured case workflows. Acquia DAM provides controlled access to brand-compliant content, while OpenText Core Case manages the investigation, review, approval, and resolution process around that content. Together, they help teams move assets through governed business processes with better visibility, accountability, and speed.

1. Brand Asset Approval for Case-Related Communications

When a case requires customer-facing communication, agents or case managers can request approved images, templates, brochures, or videos from Acquia DAM directly within OpenText Core Case. The DAM system supplies only approved assets, while the case platform tracks the request, review, and final usage as part of the case record.

• Data flow: Acquia DAM to OpenText Core Case
• Business value: Ensures only compliant, current assets are used in customer communications
• Example: A claims team attaches approved damage-assessment visuals and policy documents to a claim case before sending a response

2. Evidence and Supporting Media Collection for Investigations

Investigators handling compliance, fraud, or service disputes can pull photos, videos, documents, and other supporting media from Acquia DAM into a case in OpenText Core Case. This creates a single case view that includes both the narrative and the relevant evidence needed for review and decision-making.

• Data flow: Acquia DAM to OpenText Core Case
• Business value: Improves case completeness and reduces time spent searching for supporting materials
• Example: A product safety investigation case includes approved product images, recall notices, and training materials from the DAM

3. Case-Driven Asset Review and Approval Workflow

When a case requires a new asset or a revision to an existing one, OpenText Core Case can initiate a review workflow that routes the request to marketing, legal, or compliance teams. Once approved, the final asset is published back into Acquia DAM for reuse across channels.

• Data flow: OpenText Core Case to Acquia DAM
• Business value: Creates a governed approval trail for regulated or high-risk content
• Example: A customer complaint case triggers creation of a revised FAQ document, which is approved in the case workflow and then stored in the DAM

4. Controlled Distribution of Case-Specific Content to Field Teams or Partners

OpenText Core Case can reference or package approved assets from Acquia DAM for distribution to field service teams, external adjusters, distributors, or legal partners. The integration ensures recipients receive the correct version and that access is tied to the specific case context.

• Data flow: Bi-directional
• Business value: Reduces version errors and supports secure, case-based sharing
• Example: A warranty case shares the latest installation guide and product image set with a service partner through the case record

5. Compliance Case Management for Asset Usage Violations

Usage analytics from Acquia DAM can be used to identify unauthorized, expired, or off-brand asset usage and automatically create a compliance case in OpenText Core Case. Compliance teams can then investigate the issue, assign actions, and document remediation steps.

• Data flow: Acquia DAM to OpenText Core Case
• Business value: Strengthens governance and accelerates response to brand or policy violations
• Example: An expired campaign image is detected in use on a partner portal, and a compliance case is opened for correction

6. Customer Support Case Enrichment with Approved Knowledge Assets

Support agents working in OpenText Core Case can access approved troubleshooting guides, product sheets, and instructional media from Acquia DAM to resolve cases faster and provide consistent responses. This reduces reliance on outdated attachments stored in local folders or email threads.

• Data flow: Acquia DAM to OpenText Core Case
• Business value: Improves first-contact resolution and standardizes customer responses
• Example: A support case for a device setup issue includes a current how-to video and quick-start guide from the DAM

7. Audit-Ready Case Records with Linked Asset History

OpenText Core Case can store references to the exact asset version used in a case, along with approval status, timestamps, and ownership details from Acquia DAM. This creates a defensible audit trail for regulated industries and internal governance reviews.

• Data flow: Bi-directional
• Business value: Improves traceability, audit readiness, and accountability
• Example: A financial services complaint case retains the approved brochure version that was shared with the customer, along with the approval record

8. Campaign Exception Handling and Escalation Cases

When a campaign asset is rejected, missing, or flagged for legal review in Acquia DAM, an exception case can be created in OpenText Core Case for resolution. This helps marketing operations track blockers, assign owners, and ensure launch deadlines are met without losing governance.

• Data flow: Acquia DAM to OpenText Core Case
• Business value: Speeds issue resolution and improves cross-functional coordination
• Example: A regional campaign banner fails compliance review, triggering a case for legal, brand, and regional marketing teams to resolve before launch