OpenText Core Case - OpenText Core Digital Asset Management Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Core Digital Asset Management

OpenText Core Case and OpenText Core Digital Asset Management complement each other well in workflows where structured case handling must be supported by controlled access to approved images, videos, documents, and brand assets. Integrating the two platforms helps teams resolve cases faster, maintain consistency, and reduce manual searching or duplicate content handling.

1. Attach approved media and documents to active cases

Data flow: OpenText Core Digital Asset Management to OpenText Core Case

Case workers can search and attach approved digital assets such as policy documents, product images, inspection photos, or training materials directly into a case record. This is useful in customer complaints, insurance claims, and compliance investigations where supporting evidence must be included in the case file.

• Reduces time spent locating files across shared drives and email
• Ensures only approved and current assets are used in case handling
• Improves auditability by linking case decisions to source content

2. Store case-generated evidence in the digital asset repository

Data flow: OpenText Core Case to OpenText Core Digital Asset Management

When a case generates photos, scanned forms, signed documents, or video evidence, those files can be automatically transferred to the digital asset repository with metadata such as case ID, case type, customer name, and retention category. This supports long-term reuse, governance, and controlled access.

• Creates a centralized repository for evidence and supporting files
• Improves retention management and content lifecycle control
• Supports downstream reuse in audits, reporting, and training

3. Provide case teams with role-based access to approved content libraries

Data flow: Bi-directional

Case teams can access a curated library of approved templates, standard responses, policy documents, and visual assets from the digital asset platform, while usage feedback from case activity can inform which assets are most relevant. This is valuable for customer service, HR investigations, and regulatory response teams that need consistent, compliant content.

• Improves consistency in customer and internal communications
• Reduces risk of using outdated or noncompliant content
• Helps content owners see which assets are actually used in operations

4. Link product, service, or policy assets to specific case types

Data flow: OpenText Core Digital Asset Management to OpenText Core Case

Specific case templates can be configured to pull in relevant asset sets based on case type. For example, a warranty claim case can automatically surface product manuals, installation images, and service bulletins, while a compliance case can surface policy diagrams and approved reference materials.

• Speeds up case intake and investigation
• Helps agents follow the correct process from the start
• Reduces errors caused by searching for the wrong reference material

5. Support customer support with visual troubleshooting content

Data flow: OpenText Core Digital Asset Management to OpenText Core Case

Support agents handling technical issues can access videos, annotated screenshots, and step-by-step visual guides from the asset repository and attach them to the case response. This is especially useful for product support, field service coordination, and onboarding-related issues.

• Improves first-contact resolution rates
• Reduces repeat contacts caused by unclear instructions
• Enables faster, more consistent agent responses

6. Manage compliance and legal review of regulated content within cases

Data flow: Bi-directional

When regulated content such as marketing materials, disclosures, or public-facing documents requires review, the case platform can manage the approval workflow while the digital asset platform stores the final approved version. Review comments, approval status, and version history can be synchronized to ensure only compliant assets are released.

• Supports controlled review and approval processes
• Maintains a clear record of who approved what and when
• Prevents distribution of unapproved content

7. Reuse resolved case artifacts for training and knowledge management

Data flow: OpenText Core Case to OpenText Core Digital Asset Management

After a case is closed, selected artifacts such as anonymized case summaries, resolution screenshots, or training examples can be published to the digital asset repository for reuse by onboarding, quality assurance, and process improvement teams.

• Turns resolved cases into reusable operational knowledge
• Supports training content creation with real-world examples
• Improves continuous improvement across service teams

These integrations help organizations connect structured case management with governed digital content, improving speed, compliance, and collaboration across service, operations, legal, and content teams.