OpenText Core Case - Glean Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Glean

OpenText Core Case manages structured, case-centric work such as investigations, claims, complaints, and compliance reviews. Glean helps employees find and use information across enterprise systems, documents, and conversations. Together, they can connect case execution with enterprise knowledge discovery, improving speed, consistency, and decision quality.

1. Case Worker Knowledge Search from Within OpenText Core Case

Data flow: OpenText Core Case to Glean, then Glean back to OpenText Core Case

Case workers can search Glean directly from a case record to find related policies, prior resolutions, similar cases, SOPs, and expert guidance. Search results can be surfaced in the case workspace so agents do not need to switch between systems.

• Reduces time spent searching across SharePoint, email, Teams, and other repositories
• Improves consistency in case handling by reusing approved guidance
• Helps new employees resolve cases faster with access to institutional knowledge

2. Similar Case Discovery for Faster Investigation and Resolution

Data flow: OpenText Core Case to Glean

Case metadata such as case type, issue category, product, region, and resolution notes can be indexed in Glean so investigators can find similar historical cases. This is especially useful for claims, complaints, fraud reviews, and customer escalations.

• Supports pattern recognition and precedent-based decision making
• Reduces duplicate investigation effort
• Improves resolution quality by referencing prior outcomes and supporting evidence

3. Auto-Suggested Policies, Procedures, and Compliance Content During Case Handling

Data flow: Glean to OpenText Core Case

When a case is opened or updated, OpenText Core Case can call Glean to retrieve the most relevant policy documents, regulatory references, and internal procedures based on case attributes. These recommendations can be attached to the case or shown in the agent view.

• Ensures agents follow current policy and regulatory guidance
• Reduces compliance risk from outdated or inconsistent handling
• Speeds onboarding for teams that manage regulated workflows

4. Cross-Functional Collaboration on Complex Cases

Data flow: Bi-directional

For complex cases that require input from legal, operations, HR, finance, or technical support, OpenText Core Case can publish case context and task status while Glean helps collaborators find relevant background documents, prior decisions, and subject matter expertise. Updates from the case can be indexed in Glean so stakeholders can stay informed without logging into the case system.

• Improves visibility across departments involved in the same case
• Reduces delays caused by manual status chasing
• Creates a shared knowledge trail for future reference

5. Knowledge Capture from Resolved Cases into Enterprise Search

Data flow: OpenText Core Case to Glean

After a case is closed, selected resolution summaries, root cause notes, and approved remediation steps can be published to Glean for enterprise-wide discovery. This turns resolved cases into reusable knowledge for support teams, operations, and compliance teams.

• Prevents repeat issues by making lessons learned searchable
• Builds a stronger knowledge base from real operational outcomes
• Supports continuous improvement across service and case management teams

6. Guided Intake and Triage Using Enterprise Knowledge

Data flow: Glean to OpenText Core Case

During case intake, Glean can help classify incoming issues by surfacing relevant intake forms, decision trees, and historical examples based on the user?s description or uploaded documents. OpenText Core Case can then use that context to route the case to the right queue or specialist.

• Improves first-time-right case classification
• Reduces manual triage effort and misrouting
• Speeds up response times for high-volume service operations

7. Compliance and Audit Support with Searchable Case Evidence

Data flow: OpenText Core Case to Glean

Approved case artifacts such as evidence summaries, decision rationale, and policy references can be indexed in Glean for auditors, compliance officers, and legal teams. This makes it easier to locate supporting information across closed and active cases without manually reviewing each case file.

• Accelerates audit preparation and regulatory response
• Improves traceability of decisions and supporting evidence
• Reduces operational burden on case teams during audits

Overall, integrating OpenText Core Case with Glean helps organizations combine structured case execution with enterprise knowledge discovery. The result is faster resolution, better decision quality, stronger compliance, and more reusable organizational knowledge.