OpenText Lens - Data Visibility - Salesforce CRM Integration and Automation

Common Integration Use Cases Between OpenText Lens - Data Visibility and Salesforce CRM

1. Identify and remediate sensitive customer data stored outside Salesforce

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

OpenText Lens scans file shares, content repositories, and collaboration platforms to find customer-related documents containing sensitive information such as contracts, IDs, financial records, or case notes. Findings can be used to update Salesforce records with risk flags, compliance status, or remediation tasks for account owners and service teams.

Business value: Reduces privacy and compliance risk, improves governance over customer-related content, and helps teams prioritize cleanup of high-risk data.

2. Enrich Salesforce account and case records with content visibility insights

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

Lens can identify where supporting documents for a customer, opportunity, or case are stored and classify them by sensitivity, age, and relevance. This information can be pushed into Salesforce as metadata, giving sales and service teams a clearer view of related content without manually searching multiple repositories.

Business value: Improves response times, reduces time spent searching for documents, and gives frontline teams better context for customer interactions.

3. Trigger Salesforce cleanup workflows for obsolete or redundant customer content

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

When Lens detects duplicate, obsolete, or redundant customer files, it can create Salesforce tasks or cases for data stewards, account managers, or operations teams to review and approve deletion, archiving, or retention actions.

Business value: Lowers storage costs, improves data quality, and supports retention policy enforcement across customer-related content.

4. Support customer onboarding and migration planning with repository discovery

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

Before migrating customer records, service histories, or account documentation into Salesforce, Lens can map where relevant unstructured content resides and classify what should be migrated, archived, or excluded. Migration teams can use Salesforce to track readiness, ownership, and exceptions by business unit or customer segment.

Business value: Reduces migration risk, prevents unnecessary data movement, and helps ensure only relevant customer content is brought into Salesforce.

5. Surface compliance and legal hold status for customer-related content

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

Lens can detect content subject to regulatory retention, litigation hold, or privacy restrictions and pass that status into Salesforce. Sales, service, and legal teams can then see whether associated documents are restricted from deletion or require special handling.

Business value: Improves compliance coordination, reduces accidental deletion risk, and helps teams follow governance rules consistently.

6. Prioritize high-risk accounts based on unstructured data exposure

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

Lens can identify accounts with large volumes of sensitive or poorly governed content across repositories. That risk score can be synchronized to Salesforce and used by account teams, compliance teams, or leadership to prioritize remediation for strategic or regulated customers.

Business value: Enables risk-based account management, supports executive reporting, and focuses remediation efforts where exposure is highest.

7. Create service cases from content discovery exceptions

Data flow: OpenText Lens - Data Visibility ? Salesforce CRM

If Lens finds content that cannot be classified, is stored in an unauthorized location, or appears to violate policy, it can automatically open a Salesforce case for investigation. The case can be routed to the appropriate team, such as records management, security, or customer operations.

Business value: Speeds issue resolution, creates an auditable workflow, and connects content governance findings to operational ownership.

8. Provide sales and service teams with a unified view of customer content risk

Data flow: Bi-directional

Salesforce can send account, opportunity, and case identifiers to OpenText Lens for targeted scanning, while Lens returns classification results, sensitivity labels, and repository locations back to Salesforce. This creates a practical two-way workflow where teams can see both relationship data and content governance status in one place.

Business value: Improves collaboration between sales, service, compliance, and IT, while making customer-facing teams more aware of content risk and data quality issues.