OpenText File 360 - Salesforce CRM Integration and Automation

Common Integration Use Cases Between OpenText File 360 and Salesforce CRM

1. Securely Attach Customer Documents to Salesforce Records

Data flow: OpenText File 360 ? Salesforce CRM

Sales teams can store proposals, contracts, pricing sheets, and compliance documents in OpenText File 360 and link them directly to Salesforce accounts, opportunities, or cases. This keeps sensitive files governed in OpenText while giving sales and service users fast access from within Salesforce.

• Reduces duplicate file storage in CRM
• Improves document control and auditability
• Speeds up access to approved customer-facing content

2. Share Approved Sales Content with External Customers

Data flow: Salesforce CRM ? OpenText File 360

When a sales rep needs to send a quote, presentation, or contract to a customer, Salesforce can trigger the creation or update of a secure shared folder or file link in OpenText File 360. External recipients receive controlled access instead of unsecured email attachments or consumer file-sharing links.

• Supports secure external collaboration
• Enforces expiration, permissions, and access tracking
• Improves compliance for customer document exchange

3. Centralize Contract Management for Sales and Legal Review

Data flow: Bi-directional

Salesforce can initiate contract requests from opportunity records, while OpenText File 360 stores the working contract files, redlines, and final signed versions. Status updates can sync back to Salesforce so sales teams know when a contract is under review, approved, or executed.

• Creates a clear handoff between sales and legal
• Reduces email-based version confusion
• Improves visibility into deal progression

4. Provide Secure Case File Exchange for Customer Support

Data flow: Bi-directional

Support agents can use Salesforce cases to request logs, screenshots, compliance evidence, or other customer-provided files. Those files are stored in OpenText File 360 with controlled access, while the case in Salesforce tracks the request, file status, and resolution timeline.

• Improves handling of sensitive support materials
• Maintains a complete audit trail for case-related files
• Helps service teams resolve issues faster

5. Automate Customer Onboarding Document Collection

Data flow: Salesforce CRM ? OpenText File 360

When a new customer or opportunity reaches onboarding, Salesforce can trigger a secure workspace in OpenText File 360 for collecting required documents such as tax forms, onboarding checklists, compliance certificates, or implementation files. Progress can be tracked in Salesforce to keep account teams informed.

• Standardizes onboarding workflows
• Reduces manual follow-up for missing documents
• Improves customer experience during implementation

6. Manage Renewal and Account Review Documentation

Data flow: OpenText File 360 ? Salesforce CRM

For renewals, account reviews, and QBRs, OpenText File 360 can store performance reports, usage summaries, and renewal packages. Salesforce can surface these documents on the account or renewal opportunity so account managers can prepare discussions with the latest approved materials.

• Supports proactive account management
• Ensures teams use current, approved content
• Improves renewal readiness and customer conversations

7. Maintain Audit-Ready Records for Regulated Sales Processes

Data flow: Bi-directional

Organizations in regulated industries can use OpenText File 360 to retain controlled copies of customer-facing documents, approvals, and disclosures associated with Salesforce sales activities. Salesforce stores the business context, while OpenText provides secure retention, access controls, and audit logs for compliance reviews.

• Supports regulatory and internal audit requirements
• Separates governed content storage from CRM workflow data
• Reduces compliance risk across sales and service operations

8. Improve Cross-Team Collaboration on Strategic Accounts

Data flow: Bi-directional

For high-value accounts, sales, customer success, legal, and operations teams can collaborate through OpenText File 360 while using Salesforce as the system of record for account activity. Shared folders can hold meeting notes, account plans, proposals, and executive presentations, with Salesforce linking teams to the right content at the right time.

• Aligns multiple teams around a single customer view
• Reduces time spent searching for account documents
• Improves coordination on complex deals and renewals