Adobe Experience Manager Assets - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Adobe Experience Manager Assets and OpenText Core Case

1. Case File Assembly with Approved Supporting Assets

Direction: Adobe Experience Manager Assets ? OpenText Core Case

When a case is opened, OpenText Core Case can automatically pull in the correct brand-approved documents, images, forms, and reference materials from Adobe Experience Manager Assets. This is useful for claims, complaints, investigations, or service cases where agents need the latest approved templates, policy visuals, or product documentation attached to the case record.

Business value: Reduces manual searching, ensures consistent use of approved content, and shortens case preparation time.

2. Centralized Evidence and Supporting Media Management

Direction: OpenText Core Case ? Adobe Experience Manager Assets

During an investigation or review, case teams can store photos, videos, scanned documents, and other evidence in Adobe Experience Manager Assets, while OpenText Core Case retains the case context, status, and task history. The case record can reference the asset IDs or links, allowing teams to manage large media files in the DAM while keeping the case workspace clean and structured.

Business value: Improves evidence governance, supports version control, and prevents duplication of large files across case records.

3. Rights and Compliance-Controlled Asset Access for Case Teams

Direction: Bi-directional

OpenText Core Case can pass case attributes such as region, customer type, or regulatory category to Adobe Experience Manager Assets to control which assets are available to a specific team or workflow step. In return, AEM Assets can provide usage rights, expiration dates, and approval status back to the case system so agents only use compliant content in customer communications or resolution packs.

Business value: Reduces compliance risk, enforces content governance, and ensures the right materials are used in the right cases.

4. Automated Customer Response Pack Generation

Direction: Adobe Experience Manager Assets ? OpenText Core Case

For customer service or claims resolution, OpenText Core Case can assemble a response pack using approved brochures, policy PDFs, instructional images, or how-to videos stored in Adobe Experience Manager Assets. The case workflow can trigger asset selection based on case type, product line, or issue category, then route the assembled pack for review before sending it to the customer.

Business value: Speeds up response creation, improves consistency in customer communications, and reduces rework by case agents.

5. Case-Driven Asset Review and Approval Workflow

Direction: OpenText Core Case ? Adobe Experience Manager Assets

When a case requires content review, such as a complaint about a product image, a legal challenge to a brochure, or a request to update a support document, OpenText Core Case can create a review task in Adobe Experience Manager Assets. Creative, legal, and compliance teams can then update the asset, manage versioning, and publish the approved revision back to the case process.

Business value: Creates a controlled review loop, improves accountability, and ensures case-related content changes are tracked and approved.

6. Product Recall or Regulatory Notice Content Coordination

Direction: Bi-directional

In recall, compliance, or regulatory notice scenarios, OpenText Core Case manages the investigation and decision workflow while Adobe Experience Manager Assets stores the approved customer-facing notices, images, FAQs, and instruction sheets. Case status changes can trigger the publication of updated assets, and asset updates can notify the case team when new versions are ready for distribution.

Business value: Accelerates time-sensitive communications, improves coordination across legal, operations, and marketing teams, and reduces the chance of outdated notices being used.

7. Audit Trail and Case Evidence Linking for Governance

Direction: Adobe Experience Manager Assets ? OpenText Core Case

OpenText Core Case can store references to asset metadata, version history, approval status, and usage logs from Adobe Experience Manager Assets as part of the case audit trail. This is especially valuable for regulated industries where teams must prove which version of a document, image, or video was used in a specific case decision or customer interaction.

Business value: Strengthens auditability, supports regulatory reporting, and simplifies internal and external reviews.

8. Knowledge Base Content Enrichment from Resolved Cases

Direction: OpenText Core Case ? Adobe Experience Manager Assets

After a case is resolved, OpenText Core Case can send approved artifacts such as final customer guidance, training visuals, or FAQ documents to Adobe Experience Manager Assets for reuse across service, marketing, or self-service channels. Content teams can then tag, version, and distribute these assets to other business units that need consistent, approved information.

Business value: Turns resolved cases into reusable content assets, improves knowledge sharing, and reduces repeated content creation across teams.