Microsoft 365 - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Microsoft 365 and OpenText Core Case

Microsoft 365 and OpenText Core Case complement each other well in case-driven business processes. Microsoft 365 provides the collaboration, communication, document creation, and workflow productivity layer, while OpenText Core Case provides the structured case management environment for tracking content, tasks, decisions, and outcomes. Together, they support faster resolution, better visibility, and stronger governance across cross-functional teams.

1. Case Intake from Outlook and Teams into OpenText Core Case

Business users often receive case requests through email or Microsoft Teams messages. These requests can be automatically captured and created as cases in OpenText Core Case, with the original email, attachments, and conversation history linked to the case record.

• Data flow: Microsoft 365 to OpenText Core Case
• Business value: Reduces manual rekeying, ensures requests are not missed, and creates a consistent intake process
• Typical users: Customer service, HR, compliance, legal, and operations teams

2. Document Collaboration in Word, Excel, and PowerPoint with Case Context

Teams can draft investigation summaries, response letters, financial analyses, or presentation materials in Microsoft 365 while storing the approved versions in the related OpenText Core Case. Case participants can collaborate on documents in real time and maintain a clear audit trail of revisions and approvals.

• Data flow: Bi-directional
• Business value: Improves collaboration while keeping case documentation controlled and traceable
• Typical users: Claims handlers, compliance officers, managers, and subject matter experts

3. SharePoint and OneDrive as Working Repositories for Case Files

Supporting documents such as evidence files, forms, correspondence, and reference materials can be stored in SharePoint or OneDrive during active work and synchronized with OpenText Core Case when they become part of the official case record. This allows teams to work in familiar Microsoft 365 locations while preserving governed case content in the case system.

• Data flow: Microsoft 365 to OpenText Core Case
• Business value: Simplifies document handling, supports remote work, and ensures important content is retained in the case file
• Typical users: Distributed teams, back-office operations, and regulated business units

4. Task Assignment and Escalation Through Microsoft Teams Notifications

When a case is created, updated, or requires action, OpenText Core Case can trigger notifications in Microsoft Teams to the assigned owner, reviewers, or approvers. Teams can be used to alert staff about overdue tasks, pending approvals, or new evidence requiring review, helping teams respond faster without constantly checking the case system.

• Data flow: OpenText Core Case to Microsoft 365
• Business value: Speeds up response times, improves accountability, and reduces missed handoffs
• Typical users: Case managers, approvers, and operational teams

5. Case Status Reporting and Executive Dashboards in Power BI

Case data from OpenText Core Case can be fed into Power BI to create dashboards showing volumes, aging, SLA performance, bottlenecks, resolution times, and workload distribution. Leaders can monitor trends across case types and identify process issues before they affect service levels or compliance.

• Data flow: OpenText Core Case to Microsoft 365
• Business value: Provides operational visibility and supports data-driven management decisions
• Typical users: Operations leaders, compliance teams, and executive management

6. Compliance Review and Approval Workflows Using Microsoft 365 and Case Records

For regulated processes, draft responses, investigation findings, or remediation plans can be prepared in Microsoft 365 and routed through OpenText Core Case for formal review, approval, and retention. The case system maintains the evidence trail, while Microsoft 365 supports efficient authoring and collaboration.

• Data flow: Bi-directional
• Business value: Strengthens governance, supports audit readiness, and standardizes approval processes
• Typical users: Compliance, legal, risk, and quality assurance teams

7. Knowledge Sharing and Reusable Case Templates Across Teams

Standard operating procedures, case templates, and resolution playbooks can be maintained in Microsoft 365 and linked to OpenText Core Case to guide users through consistent handling of similar cases. Teams can update templates centrally and reuse them across departments such as customer support, HR, and claims.

• Data flow: Microsoft 365 to OpenText Core Case
• Business value: Improves consistency, reduces training time, and accelerates case resolution
• Typical users: Shared services, support centers, and process owners

8. Secure Collaboration on Sensitive Cases with Controlled Access

For sensitive investigations or confidential customer matters, Microsoft 365 collaboration tools can be used for controlled discussion and document editing, while OpenText Core Case manages access to the official case file and related records. This combination supports secure teamwork without losing governance over sensitive information.

• Data flow: Bi-directional
• Business value: Balances collaboration with security, privacy, and retention requirements
• Typical users: HR investigations, legal matters, fraud teams, and compliance functions

Overall, integrating Microsoft 365 with OpenText Core Case helps organizations move from fragmented communication and document handling to a structured, auditable, and collaborative case management process.