OpenText Core Case - Adobe Experience Manager Sites Integration and Automation

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

1. Publish approved case-related content to customer-facing web pages

Data flow: OpenText Core Case ? Adobe Experience Manager Sites

When a case reaches an approved or resolved status, OpenText Core Case can send finalized content such as policy updates, service notices, claim status explanations, or compliance guidance to Adobe Experience Manager Sites for publication. This ensures that customer-facing web content reflects the latest approved information without manual re-entry by marketing or web teams.

Business value: Reduces publishing delays, improves content accuracy, and ensures customers receive consistent information across service and digital channels.

2. Create and manage customer support knowledge articles from resolved cases

Data flow: OpenText Core Case ? Adobe Experience Manager Sites

Resolved support or service cases can be converted into knowledge base articles, FAQs, or troubleshooting guides in Adobe Experience Manager Sites. Case teams can flag recurring issues, and content teams can transform those case insights into reusable web content for self-service portals.

Business value: Lowers call volume, improves self-service adoption, and turns operational case data into reusable digital content.

3. Trigger case creation from website forms and service requests

Data flow: Adobe Experience Manager Sites ? OpenText Core Case

Customer submissions from contact forms, complaint forms, warranty requests, or escalation pages in Adobe Experience Manager Sites can automatically create new cases in OpenText Core Case. Relevant form data, attachments, and page context can be passed into the case record to support faster triage and assignment.

Business value: Eliminates manual intake, improves response times, and gives service teams complete context from the first interaction.

4. Synchronize case status updates to customer portals

Data flow: OpenText Core Case ? Adobe Experience Manager Sites

As case status changes in OpenText Core Case, Adobe Experience Manager Sites can update authenticated customer portal pages with progress indicators, next steps, or resolution milestones. This is especially useful for claims, complaints, onboarding exceptions, and regulatory review cases where customers need visibility into progress.

Business value: Reduces inbound status inquiries, improves transparency, and enhances the customer experience through self-service updates.

5. Route content approval requests through case workflows

Data flow: Adobe Experience Manager Sites ? OpenText Core Case

When regulated or high-risk content in Adobe Experience Manager Sites requires review, an approval case can be created in OpenText Core Case for legal, compliance, or subject matter expert validation. The case can track review tasks, comments, evidence, and final approval before content is published.

Business value: Strengthens governance, creates an auditable approval trail, and reduces the risk of publishing non-compliant content.

6. Use case insights to personalize website content

Data flow: Bi-directional

OpenText Core Case can provide structured case attributes such as issue type, customer segment, product line, or resolution category to Adobe Experience Manager Sites. AEM Sites can then use this information to personalize landing pages, support content, or recommended articles based on the customer?s current case context.

Business value: Improves relevance of digital experiences, increases self-service success, and helps customers find the right information faster.

7. Escalate unresolved web interactions into formal case management

Data flow: Adobe Experience Manager Sites ? OpenText Core Case

If a customer repeatedly views help content, abandons a form, or submits a negative feedback response on Adobe Experience Manager Sites, the interaction can trigger a case in OpenText Core Case for proactive follow-up. This helps service teams identify friction points and intervene before the issue escalates further.

Business value: Improves retention, supports proactive service recovery, and gives teams visibility into digital experience failures.

8. Maintain a governed content library for case teams and agents

Data flow: Adobe Experience Manager Sites ? OpenText Core Case

Adobe Experience Manager Sites can serve as the controlled source for approved templates, scripts, policy pages, and customer communications that case agents reference during investigations or resolutions. OpenText Core Case can link to the latest approved content so agents always use current guidance when handling cases.

Business value: Improves consistency in customer communications, reduces errors, and ensures case handlers work from approved content only.