OpenText Content Metadata Service - Dictionary - OpenText Core Case Integration and Automation

Common Integration Use Cases Between OpenText Content Metadata Service - Dictionary and OpenText Core Case

• Standardized case classification and metadata governance
  

  Flow: OpenText Content Metadata Service - Dictionary ? OpenText Core Case

  Use centrally governed metadata dictionaries to define the case types, subtypes, priority levels, regulatory tags, and disposition codes used in Core Case. This ensures every case is created with consistent terminology and controlled values across departments such as claims, compliance, and customer service.

  Business value: Improves reporting consistency, reduces manual classification errors, and supports enterprise-wide case governance.

• Auto-population of case fields from approved metadata models
  

  Flow: OpenText Content Metadata Service - Dictionary ? OpenText Core Case

  When a new case is opened, Core Case can pull approved metadata definitions from the dictionary to prefill mandatory fields such as business unit, jurisdiction, product line, and sensitivity level. This reduces intake effort and ensures cases are created with complete and compliant data structures.

  Business value: Speeds up case creation, improves data quality, and lowers rework caused by incomplete intake.

• Consistent document tagging within case files
  

  Flow: Bi-directional

  Documents attached to a case can inherit metadata values from the shared dictionary, while updates made in Core Case, such as changing case status or ownership, can be synchronized back to the metadata model where appropriate. This keeps case content aligned with enterprise classification standards and improves searchability across repositories.

  Business value: Enables faster retrieval of case-related documents and supports more accurate downstream automation and audit trails.

• Regulatory and compliance case handling with controlled vocabularies
  

  Flow: OpenText Content Metadata Service - Dictionary ? OpenText Core Case

  For compliance investigations, the dictionary can govern standardized values for regulation references, issue categories, risk ratings, and retention labels. Core Case then uses these values to ensure every compliance case follows the same classification model, making it easier to track obligations and produce defensible records.

  Business value: Strengthens compliance consistency, improves audit readiness, and reduces the risk of misclassification.

• Enterprise reporting across case portfolios
  

  Flow: OpenText Core Case ? OpenText Content Metadata Service - Dictionary

  Case outcomes, resolution codes, and operational metrics from Core Case can be mapped to the shared metadata dictionary to support standardized reporting across multiple teams or business units. This is especially useful when leadership needs comparable dashboards for claims, complaints, investigations, or service requests.

  Business value: Delivers more reliable analytics, enables cross-functional benchmarking, and improves executive visibility.

• Cross-system search and discovery for case evidence
  

  Flow: Bi-directional

  By aligning case metadata with the enterprise dictionary, users can search across case records and associated content using common terms and controlled values. This is valuable when legal, compliance, and operations teams need to locate all cases tied to a specific customer, incident type, or policy reference.

  Business value: Reduces time spent searching for evidence, improves case traceability, and supports faster response to audits or inquiries.

• Metadata-driven workflow routing and escalation
  

  Flow: OpenText Content Metadata Service - Dictionary ? OpenText Core Case

  Governed metadata values can drive workflow rules in Core Case, such as routing high-risk cases to specialized teams, escalating cases based on jurisdiction, or assigning cases to different queues by product or severity. This creates a more structured and repeatable case management process.

  Business value: Improves operational efficiency, reduces manual triage, and ensures the right teams handle the right cases.