Agility - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Agility and OpenText Core Case

1. Publish case status and service updates to customer-facing portals

Data flow: OpenText Core Case ? Agility

When a case reaches key milestones such as received, in review, awaiting customer input, or resolved, OpenText Core Case can send status updates to Agility-managed web pages or customer portals. This allows organizations to display case progress, FAQs, next steps, and service notices without manual website updates.

Business value: Reduces inbound support calls, improves transparency, and keeps customer communications consistent across digital channels.

2. Create and maintain self-service knowledge content from resolved cases

Data flow: OpenText Core Case ? Agility

Frequently asked questions, resolution summaries, and policy clarifications from closed cases can be published into Agility as knowledge articles, help center pages, or guided support content. Content teams can review and refine the material before it goes live.

Business value: Turns case outcomes into reusable self-service content, lowers repeat case volume, and improves first-contact resolution.

3. Embed case intake forms and guided submission experiences on digital channels

Data flow: Agility ? OpenText Core Case

Agility can host branded case intake pages, complaint forms, claim submission flows, or escalation request pages. Submitted content, attachments, and metadata can be routed into OpenText Core Case to create a structured case record with the correct category, priority, and assignment rules.

Business value: Improves case quality at intake, reduces manual rekeying, and shortens time to assignment.

4. Deliver personalized case communications through content-managed templates

Data flow: Bi-directional

OpenText Core Case can trigger communications based on case events, while Agility provides approved message templates, page fragments, and content blocks for emails, portal banners, and notification pages. This supports consistent messaging for claims updates, compliance requests, or support escalations.

Business value: Ensures brand and regulatory consistency while allowing operations teams to communicate faster.

5. Surface case-related content and documents in a unified customer experience

Data flow: OpenText Core Case ? Agility

Agility can retrieve case-related content such as policy documents, required forms, process instructions, and status explanations from OpenText Core Case or linked records and present them in a customer portal or internal service site. This is useful for claims, onboarding, and regulated service processes.

Business value: Gives customers and agents a single place to find relevant information, reducing confusion and duplicate inquiries.

6. Support internal case management portals for agents and reviewers

Data flow: OpenText Core Case ? Agility

Agility can power an internal portal that displays case summaries, related content, process guidance, and approved scripts for service agents, compliance reviewers, or claims adjusters. The portal can be tailored by role and case type while OpenText Core Case remains the system of record for the case.

Business value: Improves agent productivity, standardizes handling, and reduces training overhead.

7. Launch campaign or service landing pages tied to case-driven events

Data flow: OpenText Core Case ? Agility

When a large volume of similar cases is detected, such as a product issue, billing dispute, or regulatory notice, OpenText Core Case can trigger Agility to publish a dedicated landing page with instructions, updates, and contact options. The page can be updated quickly without developer involvement.

Business value: Helps organizations respond quickly to spikes in case volume and provides a controlled public communication channel.

8. Close the loop with post-resolution surveys and feedback content

Data flow: OpenText Core Case ? Agility

After a case is resolved, OpenText Core Case can trigger Agility to display a feedback page, satisfaction survey, or follow-up content tailored to the case type. Results can be used to improve service content and case handling processes.

Business value: Captures customer sentiment at the right moment and supports continuous improvement across service and content teams.