OpenText Core Case - Sanity Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Sanity

1. Case-Driven Content Updates for Customer Communications

Data flow: OpenText Core Case ? Sanity

When a case reaches a specific stage such as complaint review, claims approval, or service resolution, OpenText Core Case can trigger updates to approved content in Sanity. For example, a regulated customer notice, FAQ article, or resolution template can be revised based on case outcomes and published through Sanity to customer portals, help centers, or mobile apps.

Business value: Ensures customer-facing content reflects the latest policy, process, or resolution guidance without manual rework across teams.

2. Reusable Knowledge Content Embedded in Case Workflows

Data flow: Sanity ? OpenText Core Case

Sanity can provide standardized knowledge articles, policy summaries, scripts, and resolution templates to agents working in OpenText Core Case. As a case is opened, the system can surface relevant content based on case type, product, region, or issue category, helping teams respond consistently and faster.

Business value: Reduces handling time, improves first-contact resolution, and supports consistent decision-making across service and operations teams.

3. Compliance and Policy Content Governance for Case Handling

Data flow: Bi-directional

OpenText Core Case can send case metadata such as issue type, regulatory category, or escalation reason to Sanity, where compliance teams maintain approved policy content, disclaimers, and procedural guidance. Updated policy content in Sanity can then be pushed back into case workflows so agents always use the latest approved language and steps.

Business value: Improves audit readiness and reduces the risk of using outdated or inconsistent compliance guidance in regulated processes.

4. Dynamic Case Status Pages and Self-Service Updates

Data flow: OpenText Core Case ? Sanity

Case milestones from OpenText Core Case can update structured content in Sanity that powers self-service status pages, customer portals, or internal dashboards. For example, a claims case moving from investigation to approval can automatically update the customer-facing status message, next-step instructions, or required document list.

Business value: Reduces inbound inquiries, improves transparency, and gives customers or employees timely access to accurate case information.

5. Content Request and Approval Workflow for Case Teams

Data flow: OpenText Core Case ? Sanity

When case handlers identify a recurring issue, they can create a content request in OpenText Core Case for the content team to update or create a new article in Sanity. This is useful when cases reveal gaps in FAQs, onboarding content, product instructions, or support scripts. Once approved in Sanity, the updated content can be linked back to the originating case category.

Business value: Creates a closed feedback loop between operations and content teams, helping organizations continuously improve self-service and agent guidance.

6. Personalized Knowledge Delivery Based on Case Attributes

Data flow: OpenText Core Case ? Sanity

OpenText Core Case can pass case attributes such as customer segment, geography, product line, or severity to Sanity-driven experiences. Sanity then serves tailored content blocks, such as region-specific instructions, product-specific troubleshooting steps, or segment-specific service messages.

Business value: Improves relevance of content delivered to customers and employees, which can increase resolution speed and reduce confusion.

7. Post-Resolution Content Optimization and Analytics Feedback

Data flow: OpenText Core Case ? Sanity

After cases are resolved, OpenText Core Case can send resolution codes, case volume trends, and recurring issue categories to Sanity content teams. This information helps identify which articles need revision, which topics need new content, and where content is not effectively supporting case deflection.

Business value: Enables data-driven content improvement and helps reduce repeat cases by addressing root causes in knowledge content.