OpenText Core Case - OpenText Core Experience Insights Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Core Experience Insights

OpenText Core Case and OpenText Core Experience Insights complement each other well in organizations that want to improve both case execution and user experience. Core Case manages structured, high-value work such as investigations, claims, service requests, and compliance reviews. Core Experience Insights measures how users interact with content and applications, helping teams understand adoption, friction points, and engagement trends. Together, they enable operational teams and digital experience teams to connect case performance with real usage data.

1. Case Workflow Adoption and Friction Analysis

Data flow: OpenText Core Case ? OpenText Core Experience Insights

Organizations can send case workflow usage data, task completion rates, and user interaction events from Core Case into Core Experience Insights to measure how employees or agents actually use the case application. This helps identify where users abandon tasks, which screens create delays, and which case steps are underused.

Business value: Improves case process design, reduces handling time, and supports targeted training for teams with low adoption or high error rates.

2. Customer Service Case Experience Optimization

Data flow: OpenText Core Case ? OpenText Core Experience Insights

Customer service organizations can analyze how support agents interact with case records, knowledge articles, attachments, and task queues. Core Experience Insights can reveal which case types take the longest to resolve, which content sources are most accessed, and where agents spend excessive time searching for information.

Business value: Helps service leaders streamline agent workflows, improve knowledge access, and reduce average resolution time.

3. Compliance Case Process Monitoring

Data flow: OpenText Core Case ? OpenText Core Experience Insights

Compliance teams can track how investigators and reviewers move through regulated case steps, including evidence review, approvals, and escalation actions. Experience analytics can show whether mandatory steps are consistently completed and whether users are bypassing required content or tasks.

Business value: Strengthens audit readiness, improves process adherence, and highlights areas where compliance workflows need simplification or additional controls.

4. User Experience Feedback for Case Application Improvements

Data flow: OpenText Core Experience Insights ? OpenText Core Case

Insights from user behavior analytics can be used to prioritize enhancements in Core Case. For example, if analytics show repeated navigation issues, high drop-off on specific forms, or frequent search failures, those findings can be fed back to case administrators and process owners to refine layouts, task sequencing, or field design.

Business value: Creates a continuous improvement loop that makes case handling faster, easier, and more consistent for users.

5. Role-Based Performance and Productivity Reporting

Data flow: Bi-directional

Core Case provides operational data such as case volume, status, SLA progress, and task completion. Core Experience Insights adds behavioral data such as time spent per step, feature usage, and engagement by role. Combined, the two platforms can produce role-based dashboards for supervisors, showing not only what work is being completed but also how efficiently teams are working.

Business value: Gives managers a more complete view of productivity, supports coaching, and helps identify high-performing teams and process bottlenecks.

6. Knowledge Content Effectiveness in Case Resolution

Data flow: OpenText Core Case ? OpenText Core Experience Insights

When case workers use embedded knowledge articles, templates, or reference documents during resolution, Core Experience Insights can measure which content is accessed most often and which content is associated with faster or slower case closure. This is especially useful in claims, HR, and customer support scenarios where content quality directly affects resolution quality.

Business value: Improves knowledge governance, identifies outdated or ineffective content, and increases first-contact resolution rates.

7. Change Impact Analysis for New Case Processes

Data flow: OpenText Core Case ? OpenText Core Experience Insights

After a new case process, form, or policy is introduced in Core Case, Core Experience Insights can measure how users adapt over time. Teams can compare pre-change and post-change behavior to see whether the new process reduces effort, increases completion rates, or creates new friction points.

Business value: Provides evidence-based validation of process changes and reduces the risk of rolling out inefficient workflows at scale.

In summary, integrating OpenText Core Case with OpenText Core Experience Insights helps organizations connect case operations with real user behavior. This enables better process design, stronger governance, improved adoption, and more efficient cross-functional workflows across operations, support, compliance, and digital experience teams.