OpenText Core Case - OpenText Extended ECM Platform Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Extended ECM Platform

1. Case File Assembly from Enterprise Content Repositories

Data flow: OpenText Extended ECM Platform ? OpenText Core Case

Extended ECM can automatically provide documents, emails, contracts, and supporting records from connected business systems into a Core Case workspace when a new case is opened. This gives case workers a complete, governed file from the start, reducing manual collection and missed information.

Business value: Faster case initiation, fewer errors, and better consistency in how case evidence is assembled.

2. Case Decisions and Outcomes Stored Back into the Enterprise Content Layer

Data flow: OpenText Core Case ? OpenText Extended ECM Platform

Once a case is resolved, Core Case can publish the final decision, approvals, supporting evidence, and closure summary back into Extended ECM for long-term retention and enterprise access. This is especially useful for audit-ready records, policy enforcement, and downstream reporting.

Business value: Stronger governance, easier retrieval of closed cases, and improved compliance with retention requirements.

3. Customer Service Case Linking to ERP, CRM, or HR Documents

Data flow: Bi-directional

Extended ECM can surface relevant documents from CRM, ERP, or HR systems into Core Case, while Core Case can push case notes, resolutions, and task outcomes back to the originating business record. For example, a customer complaint case can include the contract, order history, and correspondence, then update the customer record once resolved.

Business value: Better agent productivity, fewer system switches, and a complete operational history across departments.

4. Claims or Dispute Case Management with Controlled Supporting Evidence

Data flow: OpenText Extended ECM Platform ? OpenText Core Case

For claims, disputes, or investigations, Extended ECM can provide controlled access to source documents such as invoices, policies, shipment records, or signed agreements. Core Case then organizes these items into a structured case view with tasks, reviews, and approvals.

Business value: Faster adjudication, improved evidence traceability, and reduced risk of incomplete or inconsistent decisions.

5. Compliance Investigation Workflow with Centralized Records and Task Tracking

Data flow: Bi-directional

Extended ECM can store policy documents, audit evidence, and regulatory records, while Core Case manages the investigation workflow, assignments, and findings. As investigators progress, they can attach evidence, record actions, and publish final outcomes back to the enterprise repository.

Business value: Clear accountability, stronger audit trails, and more efficient handling of regulatory or internal investigations.

6. Contract Exception Handling and Approval Cases

Data flow: OpenText Extended ECM Platform ? OpenText Core Case

When a contract review identifies an exception, Extended ECM can trigger a Core Case for legal, procurement, or finance review. The case contains the contract version, redlines, approval history, and required tasks, enabling structured resolution before signature or renewal.

Business value: Shorter approval cycles, better control over exceptions, and reduced contract risk.

7. Knowledge Capture from Resolved Cases into Enterprise Content Services

Data flow: OpenText Core Case ? OpenText Extended ECM Platform

Core Case can publish reusable knowledge artifacts such as resolution summaries, decision rationales, and standard operating notes into Extended ECM. These can then be indexed and reused by other teams handling similar issues, such as support, claims, or compliance.

Business value: Better knowledge reuse, reduced repeat work, and improved service consistency across teams.

8. Cross-Department Case Collaboration with Shared Governance

Data flow: Bi-directional

Extended ECM provides the governed content foundation, while Core Case coordinates the work across departments such as legal, operations, finance, and customer service. Teams can collaborate on the same case using shared documents, tasks, and status updates without losing control over access, versioning, or retention.

Business value: Improved cross-functional coordination, fewer handoff delays, and a single accountable view of complex work.