OpenText Core Case - Kentico Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Kentico

1. Customer Service Case Portal with Self-Service Content

Data flow: Kentico ? OpenText Core Case, OpenText Core Case ? Kentico

Kentico can publish a customer self-service portal with FAQs, troubleshooting guides, and policy content, while OpenText Core Case manages the underlying support or complaint case. When a customer submits a request through Kentico, the case is created in OpenText Core Case with the submitted details, attachments, and customer context. As the case progresses, status updates, resolution notes, and approved knowledge articles can be sent back to Kentico for customer visibility.

Business value: Reduces call center volume, improves first-contact resolution, and gives customers a consistent digital support experience.

2. Claims or Complaint Intake from Digital Forms

Data flow: Kentico ? OpenText Core Case

Kentico forms can be used to capture structured claims, complaints, or regulatory inquiries from customers, partners, or citizens. Submitted data, uploaded documents, and consent information are automatically routed into OpenText Core Case to initiate a new case with the correct category, priority, and routing rules. This creates a controlled intake process for complex investigations or reviews.

Business value: Speeds up case creation, reduces manual rekeying, and improves data quality and compliance at the point of submission.

3. Personalized Case Status and Resolution Tracking

Data flow: OpenText Core Case ? Kentico

OpenText Core Case can provide case milestones, status updates, and resolution outcomes to Kentico so customers or partners can track progress through a branded portal. Kentico can present personalized views based on user identity, case type, or account relationship, showing only relevant updates and next steps. This is especially useful for claims, service requests, onboarding issues, or compliance investigations.

Business value: Improves transparency, reduces inbound status inquiries, and strengthens customer trust through self-service visibility.

4. Knowledge Article Publishing from Resolved Cases

Data flow: OpenText Core Case ? Kentico

When a recurring issue is resolved in OpenText Core Case, the approved resolution can be converted into a knowledge article, FAQ entry, or help page in Kentico. Content teams can review and publish the material to customer-facing channels, ensuring that proven resolutions are reused across web properties and campaigns. This creates a closed-loop process between case handling and content management.

Business value: Captures operational knowledge, reduces repeat incidents, and keeps digital content aligned with real customer issues.

5. Campaign-Driven Case Creation for High-Value Leads or Requests

Data flow: Kentico ? OpenText Core Case

Kentico marketing campaigns can capture high-intent requests such as product demos, premium support inquiries, warranty claims, or service escalations. Based on form responses, page behavior, or campaign source, Kentico can create a case in OpenText Core Case for follow-up by sales, service, or operations teams. This ensures that important requests are handled with a formal workflow rather than a generic inbox.

Business value: Improves lead handling, shortens response times, and ensures campaign-generated requests are tracked and accountable.

6. Compliance Review Workflow for Published Content

Data flow: Kentico ? OpenText Core Case

Before regulated or sensitive content is published in Kentico, a review case can be created in OpenText Core Case for legal, compliance, or risk approval. The case can route content drafts, reviewer comments, and approval evidence through a controlled workflow. Once approved, Kentico publishes the content and retains the approved version for audit purposes.

Business value: Strengthens governance, reduces publication risk, and provides an auditable approval trail for regulated industries.

7. Account-Based Service Experience for Existing Customers

Data flow: Bi-directional

Kentico can use customer profile and account data to personalize the digital experience, while OpenText Core Case can provide active case information tied to the same customer or account record. For example, a logged-in customer may see tailored content, relevant service notices, and open case summaries in Kentico, while any new actions taken in the portal are written back into OpenText Core Case. This creates a unified experience across marketing, service, and operations.

Business value: Delivers a more relevant customer journey, improves cross-team coordination, and reduces duplicate data entry across systems.