Adobe Workfront - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Adobe Workfront and OpenText Core Case

1. Marketing Exception and Compliance Review Cases

Direction: Adobe Workfront to OpenText Core Case

When a campaign, asset, or customer-facing message requires legal, regulatory, or brand compliance review, Workfront can automatically create a case in OpenText Core Case with the project details, proof links, approver comments, and supporting content. OpenText Core Case then manages the review, decisioning, and audit trail in a structured case format.

• Reduces manual email-based escalation for high-risk content
• Creates a clear approval record for audits and governance
• Improves turnaround time for compliance-sensitive marketing work

2. Customer Complaint or Escalation Driven Content Requests

Direction: OpenText Core Case to Adobe Workfront

When a customer complaint, service escalation, or product issue requires a follow-up communication, OpenText Core Case can trigger a Workfront request to produce response materials such as apology letters, FAQ updates, knowledge articles, or customer notifications. Workfront manages the creative and content production workflow while the case remains the system of record for the issue.

• Connects service resolution with content production
• Ensures customer-facing materials are delivered on time
• Improves consistency in responses across support teams

3. Product Launch Issue Management and Cross-Functional Resolution

Direction: Bi-directional

During a product launch, Workfront can manage launch assets, campaign deliverables, and deadlines, while OpenText Core Case handles launch blockers, exceptions, and issue resolution cases such as missing approvals, legal concerns, or regional compliance gaps. Status updates from the case can flow back to Workfront so project managers see whether a launch task is waiting on resolution.

• Provides one view of launch execution and issue resolution
• Helps teams prioritize blockers that affect go-live dates
• Improves accountability across marketing, legal, and operations

4. Content Review Cases for Regulated Industries

Direction: Adobe Workfront to OpenText Core Case

Organizations in financial services, healthcare, insurance, or public sector can use Workfront to route regulated content through production, then send the final review package to OpenText Core Case for formal case-based approval. The case can include the asset, metadata, reviewer comments, policy references, and final disposition.

• Supports controlled review of regulated communications
• Maintains a complete case history for compliance teams
• Standardizes review steps across multiple content types

5. Knowledge Article Creation from Resolved Cases

Direction: OpenText Core Case to Adobe Workfront

After a support, claims, or investigation case is resolved in OpenText Core Case, a Workfront task or project can be created to produce a knowledge article, internal playbook, or customer self-service content based on the case outcome. Workfront manages drafting, editing, design, and approval before publication.

• Turns resolved cases into reusable knowledge assets
• Reduces repeat incidents by improving self-service content
• Creates a structured handoff from operations to content teams

6. Creative Rework Requests from Case Findings

Direction: OpenText Core Case to Adobe Workfront

If a case review identifies a defect in a brochure, campaign asset, or digital experience, OpenText Core Case can open a Workfront rework request with the issue summary, evidence, and required correction. Workfront then routes the update to the appropriate designer, copywriter, or producer.

• Speeds correction of customer-impacting content issues
• Links operational findings directly to creative action
• Improves traceability from issue discovery to remediation

7. Audit and Evidence Package Assembly for Campaigns

Direction: Bi-directional

For audits, disputes, or internal reviews, Workfront can supply project artifacts such as approvals, versions, and timelines to OpenText Core Case, where they are combined with related correspondence, policy documents, and case notes. This creates a complete evidence package for investigation or governance review.

• Centralizes evidence across project and case records
• Reduces time spent gathering audit materials manually
• Improves defensibility and transparency for reviews

8. Service-Driven Campaign Adjustments

Direction: OpenText Core Case to Adobe Workfront

When OpenText Core Case identifies recurring customer issues, regional complaints, or policy changes, it can trigger Workfront work items to update campaign messaging, product collateral, or customer communications. This ensures marketing and creative teams respond quickly to operational insights.

• Keeps messaging aligned with real customer issues
• Shortens the cycle between issue detection and content update
• Improves coordination between support, product, and marketing teams