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

Common Integration Use Cases Between Salesforce Commerce Cloud and OpenText Core Case

1. Customer Order Exception Case Management

Data flow: Salesforce Commerce Cloud to OpenText Core Case

When an order in Salesforce Commerce Cloud is flagged for issues such as payment failure, address mismatch, fraud review, or partial fulfillment, the order details are automatically sent to OpenText Core Case to create a case for investigation and resolution. Customer service, finance, and fulfillment teams can work from a single case view that includes order history, customer details, and supporting documents.

Business value: Reduces manual follow-up, shortens resolution time, and improves visibility into order exceptions.

2. Returns and Refund Dispute Handling

Data flow: Bi-directional

Return requests initiated in Salesforce Commerce Cloud can open a case in OpenText Core Case for review when the return is outside policy, missing proof of purchase, or tied to a high-value order. Case agents can update the resolution status, and approved outcomes can be sent back to Salesforce Commerce Cloud to trigger refund processing, exchange creation, or customer notifications.

Business value: Creates a controlled workflow for complex returns and reduces refund errors.

3. Customer Complaint and Service Escalation Management

Data flow: Salesforce Commerce Cloud to OpenText Core Case

Complaints submitted through the e-commerce site, such as damaged goods, late delivery, or product dissatisfaction, can be converted into structured cases in OpenText Core Case. The case can include order details, product SKUs, shipment tracking, and customer communication history, allowing support teams to investigate and resolve issues consistently.

Business value: Improves customer service responsiveness and ensures complaints are handled with full context.

4. Fraud and Risk Review for High-Value Orders

Data flow: Salesforce Commerce Cloud to OpenText Core Case

High-risk or high-value transactions detected in Salesforce Commerce Cloud can be routed to OpenText Core Case for manual review. The case can capture risk indicators, customer profile data, payment details, and order metadata, enabling fraud, compliance, or trust and safety teams to approve, reject, or request additional verification.

Business value: Helps reduce fraud losses while minimizing unnecessary order cancellations.

5. Product Quality and Recall Case Tracking

Data flow: OpenText Core Case to Salesforce Commerce Cloud

When a product quality issue, safety concern, or recall is identified in OpenText Core Case, affected product identifiers and resolution instructions can be pushed to Salesforce Commerce Cloud. The commerce platform can then suppress affected items, update product messaging, or display customer notices on product pages and during checkout.

Business value: Supports faster response to product issues and reduces customer exposure to recalled items.

6. Order Fulfillment Investigation Workflow

Data flow: Bi-directional

If an order is delayed, split across warehouses, or missing shipment confirmation, Salesforce Commerce Cloud can create a case in OpenText Core Case for fulfillment investigation. Warehouse, logistics, and customer service teams can add notes, attach documents, and update the case status. Once resolved, OpenText Core Case can send the final outcome back to Salesforce Commerce Cloud so the customer sees accurate order status.

Business value: Improves coordination across fulfillment and support teams and reduces customer inquiries.

7. Warranty and Post-Purchase Claim Processing

Data flow: Salesforce Commerce Cloud to OpenText Core Case

Customers submitting warranty claims through the commerce site can have their purchase records, product details, and claim documents automatically transferred into OpenText Core Case. Claims teams can review eligibility, request additional evidence, and record decisions in a structured case workflow.

Business value: Speeds up claim handling and ensures consistent policy enforcement.

8. Customer Account Dispute Resolution

Data flow: Bi-directional

Issues such as duplicate charges, missing loyalty points, or account profile disputes can be initiated in Salesforce Commerce Cloud and managed in OpenText Core Case. The case can consolidate order history, payment records, and customer correspondence. After resolution, OpenText Core Case can update Salesforce Commerce Cloud with the final decision, credit status, or account correction.

Business value: Reduces back-and-forth between teams and provides a complete audit trail for sensitive customer issues.