OpenText Core Case - OpenText Decision Service Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Decision Service

1. Automated case triage and routing

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

When a new case is created in OpenText Core Case, key attributes such as case type, customer segment, risk level, product line, or jurisdiction are sent to OpenText Decision Service. The decision engine applies routing rules to determine the correct queue, priority, SLA, or specialist team. The decision result is then written back to the case record for immediate assignment.

Business value: Reduces manual triage, improves first response times, and ensures cases are handled by the right team from the start.

2. Eligibility and entitlement checks during case handling

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

For claims, service requests, or compliance reviews, case workers can trigger a decision service call to validate eligibility, entitlement, policy coverage, or approval thresholds. The decision service evaluates the rules and returns an approve, reject, or escalate outcome along with the reason codes. OpenText Core Case stores the result and uses it to guide the next task in the workflow.

Business value: Standardizes decisions, reduces errors, and speeds up processing for high-volume operational cases.

3. Dynamic SLA and priority assignment based on business rules

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

OpenText Core Case can send case details to OpenText Decision Service to determine SLA targets, escalation thresholds, and priority levels based on customer tier, regulatory impact, case severity, or geography. The returned decision updates the case timeline and task deadlines automatically.

Business value: Enables consistent service commitments and helps teams focus on the most urgent or high-risk cases.

4. Compliance and policy validation before case progression

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

Before a case moves to the next stage, OpenText Core Case can request a policy check from OpenText Decision Service. The engine evaluates whether required documents are present, approvals are complete, or regulatory conditions are met. If the case fails validation, the system can block progression and create a remediation task.

Business value: Improves auditability, reduces compliance breaches, and enforces process discipline across teams.

5. Exception handling and escalation decisions

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

When a case becomes overdue, incomplete, or falls outside standard processing rules, OpenText Core Case can invoke OpenText Decision Service to determine the correct escalation path. The decision service may route the case to a supervisor, trigger additional approvals, or recommend a specialized investigation path.

Business value: Helps organizations respond consistently to exceptions and prevents stalled cases from being overlooked.

6. Guided agent actions based on decision outcomes

Data flow: OpenText Core Case ? OpenText Decision Service

As agents work a case, OpenText Core Case can request decision guidance at each step, such as what document to request next, whether a customer qualifies for a fast-track path, or whether a manual review is required. The decision service returns the recommended action and rationale, which is displayed in the case workspace. In some scenarios, case outcomes can also feed back into the decision service to refine rule performance and monitor rule effectiveness.

Business value: Improves agent consistency, reduces training dependency, and supports faster resolution with fewer handoffs.

7. Automated approval and exception workflows for high-value cases

Data flow: OpenText Core Case ? OpenText Decision Service ? OpenText Core Case

For high-value claims, sensitive complaints, or regulated requests, OpenText Core Case can send the case to OpenText Decision Service to determine whether the case can be auto-approved, requires manager approval, or must be escalated to legal or compliance review. The decision result drives the workflow path and updates the case audit trail.

Business value: Accelerates low-risk approvals while ensuring high-risk cases receive the right level of oversight.

8. Rule updates without changing case workflow code

Data flow: OpenText Decision Service ? OpenText Core Case

Business teams can update decision rules in OpenText Decision Service to reflect new policies, regulatory changes, or operational thresholds without modifying the OpenText Core Case workflow design. The case platform continues to call the decision service, but the logic behind routing, approval, or escalation changes centrally in the rules engine.

Business value: Increases agility, reduces IT dependency, and allows faster response to policy or market changes.