Salesforce Commerce Cloud (SFCC) - OpenText Core Capture Services Integration and Automation

Common Integration Use Cases Between Salesforce Commerce Cloud and OpenText Core Capture Services

1. Customer onboarding document intake for B2B commerce accounts

Data flow: OpenText Core Capture Services ? Salesforce Commerce Cloud

When a new business customer submits tax forms, trade references, resale certificates, or account setup documents, OpenText Core Capture Services can capture and classify the files, extract key data, and pass validated customer information into Salesforce Commerce Cloud. SFCC can then create or update the customer account, apply appropriate tax-exempt status, and enable account-specific pricing or purchasing rules.

Business value: Speeds up account activation, reduces manual review, and improves the onboarding experience for wholesale and B2B buyers.

• Automates document intake from email, portal uploads, or scanned forms
• Reduces errors in customer master data entry
• Shortens time to first order for new accounts

2. Order exception handling for missing compliance documents

Data flow: Salesforce Commerce Cloud ? OpenText Core Capture Services ? Salesforce Commerce Cloud

If an order requires supporting documents such as export declarations, age verification, signed terms, or regulated-product authorizations, SFCC can trigger a document request when the order is placed. OpenText Core Capture Services captures the submitted documents, extracts the relevant fields, and returns the status to SFCC so the order can move forward only after compliance requirements are met.

Business value: Prevents shipment delays, supports regulated commerce, and creates a controlled approval process for exception-based orders.

• Supports conditional order release based on document completeness
• Improves auditability for regulated or restricted products
• Reduces manual follow-up between customer service and compliance teams

3. Returns and warranty claim document processing

Data flow: Salesforce Commerce Cloud ? OpenText Core Capture Services

Customers submitting return merchandise authorization requests, warranty claims, or proof-of-purchase documents through SFCC can have those attachments routed to OpenText Core Capture Services for classification and data extraction. The extracted information can then be used to validate eligibility, populate case records, and accelerate approval or replacement workflows.

Business value: Lowers service handling time and improves consistency in returns and warranty decisions.

• Extracts order numbers, product identifiers, and purchase dates from uploaded documents
• Reduces manual review of claim packets
• Improves customer satisfaction through faster resolution

4. Digital mailroom for customer service and commerce operations

Data flow: OpenText Core Capture Services ? Salesforce Commerce Cloud

Incoming customer correspondence such as signed forms, pricing approvals, reseller agreements, or account change requests can be captured in OpenText Core Capture Services and automatically routed to the correct SFCC customer account or service queue. This creates a digital mailroom process that ensures documents are indexed, searchable, and linked to the right commerce record.

Business value: Eliminates manual sorting of inbound documents and improves response times across commerce operations.

• Routes documents by customer, region, or request type
• Links correspondence to customer profiles and order history
• Supports centralized processing for distributed teams

5. Invoice and payment support for B2B order fulfillment

Data flow: Salesforce Commerce Cloud ? OpenText Core Capture Services ? downstream finance or ERP systems

For invoice-based purchasing, SFCC can generate order and shipment records that are paired with customer-submitted remittance advice, purchase orders, or invoice dispute documents captured by OpenText Core Capture Services. Extracted data can be forwarded to finance workflows for reconciliation, dispute resolution, or payment approval.

Business value: Improves order-to-cash efficiency and reduces time spent matching documents to transactions.

• Supports invoice matching and payment exception handling
• Reduces manual reconciliation effort
• Improves visibility into disputed or incomplete payments

6. Promotion and contract eligibility verification

Data flow: OpenText Core Capture Services ? Salesforce Commerce Cloud

When customers submit signed contracts, reseller agreements, or promotional eligibility documents, OpenText Core Capture Services can extract the relevant terms and pass them to SFCC. SFCC can then apply contract pricing, restricted promotions, or customer-specific catalog access based on the verified document data.

Business value: Ensures only eligible customers receive negotiated pricing and special offers, reducing revenue leakage.

• Automates validation of signed agreements and supporting evidence
• Applies account-level pricing rules in SFCC
• Improves governance over promotional entitlements

7. Cross-border commerce document compliance

Data flow: Salesforce Commerce Cloud ? OpenText Core Capture Services ? Salesforce Commerce Cloud

For international orders, SFCC can request customs, import, or identity documents based on destination country, product type, or shipping method. OpenText Core Capture Services classifies and extracts the required data, then returns compliance status to SFCC so the order can be held, approved, or routed for manual review.

Business value: Supports global commerce operations while reducing customs delays and compliance risk.

• Handles region-specific document requirements
• Improves order release control for cross-border shipments
• Creates a traceable compliance record for audits

8. Customer self-service document submission for account maintenance

Data flow: Salesforce Commerce Cloud ? OpenText Core Capture Services

SFCC customer portals can allow users to upload documents for account changes such as address updates, tax certificate renewals, business license updates, or authorized buyer changes. OpenText Core Capture Services extracts the submitted information and sends it to the appropriate workflow for validation and update of the SFCC customer profile.

Business value: Reduces service desk workload and gives customers a faster self-service experience.

• Automates intake of account maintenance requests
• Supports document-driven profile updates
• Improves data accuracy across commerce and support teams