OpenText Core Case - Microsoft Dynamics Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Microsoft Dynamics

1. Customer Service Case Creation from Microsoft Dynamics to OpenText Core Case

When a high-priority customer issue is logged in Microsoft Dynamics, the case record can be automatically sent to OpenText Core Case for structured investigation and resolution. Customer details, service history, product information, and issue category flow from Dynamics into the case file, giving support teams a complete view of the situation.

Business value: Faster case triage, better agent context, and more consistent handling of complex service issues.

2. Claims or Dispute Case Management with Financial Data from Microsoft Dynamics to OpenText Core Case

For claims, billing disputes, or account reconciliation cases, Microsoft Dynamics can provide customer account balances, invoice history, payment status, and transaction details to OpenText Core Case. Case workers can then review supporting documents, notes, and approvals in one place before making a decision.

Business value: Reduces manual data gathering, improves decision accuracy, and shortens resolution cycles.

3. Case Status and Resolution Updates from OpenText Core Case to Microsoft Dynamics

As a case progresses in OpenText Core Case, key milestones such as assignment, escalation, approval, and closure can be pushed back to Microsoft Dynamics. Sales, service, and finance teams can see the latest case status without switching systems.

Business value: Improves visibility across departments and keeps customer-facing teams aligned on current case progress.

4. Document and Evidence Attachment Synchronization from Microsoft Dynamics to OpenText Core Case

Documents stored or referenced in Microsoft Dynamics, such as contracts, order forms, service agreements, or customer correspondence, can be linked or transferred into OpenText Core Case. This gives case handlers direct access to supporting evidence needed for review, compliance, or audit purposes.

Business value: Eliminates document hunting, strengthens audit readiness, and supports faster case decisions.

5. Escalation of Complex Service Requests from Microsoft Dynamics to OpenText Core Case

Standard service requests can remain in Microsoft Dynamics, while complex or exception-based issues are escalated into OpenText Core Case for deeper investigation. Examples include repeated billing errors, contract exceptions, or complaints requiring approvals from multiple departments.

Business value: Keeps routine work in CRM while routing complex cases into a controlled workflow with accountability.

6. Compliance Review and Approval Workflow Between OpenText Core Case and Microsoft Dynamics

When a transaction, customer request, or account change in Microsoft Dynamics requires compliance review, OpenText Core Case can manage the review workflow, collect approvals, and store supporting evidence. Once approved, the outcome can be sent back to Dynamics to complete the operational action.

Business value: Enforces governance, reduces compliance risk, and creates a clear approval trail.

7. Customer 360 View by Linking Case History from OpenText Core Case into Microsoft Dynamics

Microsoft Dynamics users can access a summary of related cases, outcomes, and open issues from OpenText Core Case directly within the customer record. This gives sales and service teams a fuller understanding of customer risk, service history, and unresolved matters before engaging the customer.

Business value: Improves customer interactions, supports proactive service, and helps prevent repeated issues.

8. Automated Task and Assignment Coordination Between Microsoft Dynamics and OpenText Core Case

When a case requires action from another team, Microsoft Dynamics can trigger tasks or follow-up activities in OpenText Core Case, such as requesting a refund review, contract validation, or field investigation. Once completed, the result is returned to Dynamics for customer communication or operational follow-up.

Business value: Streamlines cross-team handoffs, reduces delays, and ensures accountability across the workflow.