OpenText Core Case - Phrase Strings Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Phrase Strings

OpenText Core Case and Phrase Strings can complement each other in organizations that need structured case management alongside controlled multilingual content delivery. OpenText Core Case manages the investigation, review, and resolution workflow, while Phrase Strings supports translation and localization of text used in customer-facing and internal digital experiences. Integration helps teams keep case-related content accurate, consistent, and available in the right languages.

1. Multilingual customer support case response content

When support teams resolve cases in OpenText Core Case, approved response templates, knowledge snippets, and customer communications can be sent to Phrase Strings for translation and localization. This ensures agents can deliver consistent responses in the customer?s preferred language.

• Flow: OpenText Core Case to Phrase Strings, then translated content back to OpenText Core Case
• Business value: Faster response times, improved customer satisfaction, and reduced translation errors

2. Localized case intake forms and guided workflows

Case intake forms, guided questions, and workflow instructions in OpenText Core Case can be managed in Phrase Strings so users across regions see the correct language version. This is especially useful for claims, compliance, and service request processes.

• Flow: OpenText Core Case to Phrase Strings
• Business value: Better case data quality, fewer user errors, and improved adoption across global teams

3. Translation of customer-facing case status notifications

OpenText Core Case can trigger status updates such as case opened, pending review, additional information required, or case closed. These notification templates can be localized in Phrase Strings and returned to the case platform for use in email, portal, or SMS communications.

• Flow: OpenText Core Case to Phrase Strings and back
• Business value: Consistent multilingual communications and reduced manual translation effort

4. Localization of knowledge articles linked to case resolution

When case handlers create or update resolution notes, FAQs, or knowledge content in OpenText Core Case, selected content can be routed to Phrase Strings for translation before being published to regional knowledge bases or self-service portals.

• Flow: OpenText Core Case to Phrase Strings
• Business value: Faster reuse of approved resolutions across markets and improved self-service deflection

5. Multilingual compliance and investigation case documentation

For regulated processes such as audits, complaints, or investigations, case summaries, evidence descriptions, and decision letters in OpenText Core Case can be translated through Phrase Strings to support cross-border review and legal or regulatory communication.

• Flow: OpenText Core Case to Phrase Strings and back
• Business value: Better compliance support, clearer audit trails, and reduced risk of misinterpretation

6. Regional approval of case-related content before publication

Business users can manage translation review and approval in Phrase Strings for content originating from OpenText Core Case, such as customer letters, portal messages, or case closure summaries. Once approved, the localized version is returned for publication or delivery.

• Flow: Bi-directional
• Business value: Stronger governance, fewer content defects, and faster release of localized materials

7. Multilingual escalation and handoff notes between teams

When a case is escalated from one region or support tier to another, OpenText Core Case can send handoff notes, investigation findings, and next-step instructions to Phrase Strings for translation. This supports seamless collaboration between teams operating in different languages.

• Flow: OpenText Core Case to Phrase Strings
• Business value: Smoother cross-team handoffs and fewer delays caused by language barriers

Overall, integrating OpenText Core Case with Phrase Strings helps organizations manage complex case workflows while delivering accurate, localized content to customers, agents, and reviewers across regions.