OpenText Core Case - Microsoft Copilot Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Microsoft Copilot

1. AI-Assisted Case Summarization for Faster Triage

Data flow: OpenText Core Case ? Microsoft Copilot

When a new case is opened in OpenText Core Case, Copilot can summarize the case history, attached documents, notes, and related correspondence into a concise briefing for agents or managers. This helps teams quickly understand the issue, identify urgency, and assign the case to the right specialist without reading through the full record.

Business value: Reduces triage time, improves first-response speed, and supports more consistent case handling across support, claims, or compliance teams.

2. Drafting Customer or Stakeholder Responses from Case Context

Data flow: OpenText Core Case ? Microsoft Copilot

Copilot can use case details, resolution notes, and approved knowledge content from OpenText Core Case to draft emails, letters, or internal updates in Microsoft Outlook or Word. Agents can review and refine the draft before sending, ensuring responses are accurate and aligned with case status.

Business value: Speeds up communication, improves response consistency, and reduces manual writing effort for high-volume case teams.

3. Generating Case Status Updates for Managers and Cross-Functional Teams

Data flow: OpenText Core Case ? Microsoft Copilot

Copilot can transform case data into executive-ready status summaries for Microsoft Teams, Outlook, or PowerPoint. For example, it can produce weekly updates on open cases, aging items, SLA risks, and escalation trends for operations leaders or project stakeholders.

Business value: Improves visibility into case progress, reduces time spent preparing reports, and supports faster decision-making.

4. Creating Follow-Up Tasks and Action Lists from Case Notes

Data flow: OpenText Core Case ? Microsoft Copilot ? Microsoft 365 task tools

After a case review, Copilot can extract action items from case notes and generate follow-up tasks in Microsoft Planner, To Do, or Outlook. This is useful when a case requires input from legal, finance, operations, or field teams before closure.

Business value: Strengthens accountability, reduces missed follow-ups, and helps teams coordinate work across departments.

5. Searching Enterprise Knowledge to Support Case Resolution

Data flow: Microsoft Copilot ? OpenText Core Case

Users working in Copilot can search for relevant policies, prior case resolutions, or supporting documents stored in OpenText Core Case and surface them during investigation or review. This helps case workers find precedent, validate decisions, and apply consistent outcomes.

Business value: Shortens resolution time, improves decision quality, and promotes reuse of institutional knowledge.

6. Compliance and Audit Evidence Preparation

Data flow: OpenText Core Case ? Microsoft Copilot

For regulated processes such as complaints, claims, or investigations, Copilot can compile case evidence, timelines, and decision rationale into an audit-ready summary. It can also help draft responses to audit requests or internal control reviews using approved case content.

Business value: Lowers the effort required for audits, improves traceability, and supports stronger compliance documentation.

7. Escalation Briefings for Complex or High-Risk Cases

Data flow: OpenText Core Case ? Microsoft Copilot

When a case is escalated, Copilot can generate a concise briefing that includes the issue summary, key documents, prior actions, owner history, and recommended next steps. This is especially useful for legal, executive, or specialist review teams that need rapid context before taking action.

Business value: Improves escalation handling, reduces time to decision, and ensures leaders receive complete and structured case context.

8. Bi-Directional Collaboration on Case-Related Content

Data flow: Microsoft Copilot ? OpenText Core Case

Teams can use Copilot to draft case-related documents in Microsoft 365, then store the approved version back in OpenText Core Case as part of the official case record. In return, Copilot can retrieve the latest approved content from OpenText Core Case when users need to update a document or respond to a stakeholder.

Business value: Keeps case records current, reduces version confusion, and supports smoother collaboration between operational teams and knowledge workers.