Salsify - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Salsify and OpenText Core Case

Below are practical integration scenarios where Salsify?s product content management and syndication capabilities complement OpenText Core Case?s case-centric workflow, investigation, and resolution features.

1. Product Content Exception Case Management

Data flow: Salsify to OpenText Core Case

When product data fails validation in Salsify, such as missing attributes, inconsistent packaging details, or incomplete digital assets, an exception case can be automatically created in OpenText Core Case. The case includes the affected SKU, error details, assigned owner, and required remediation steps. This helps merchandising, content, and compliance teams resolve issues faster and maintain content quality before syndication.

2. Retailer Content Rejection Resolution Workflow

Data flow: OpenText Core Case to Salsify and bi-directional updates

If a retailer rejects a product listing due to inaccurate or incomplete content, OpenText Core Case can capture the rejection as a case and route it to the appropriate product content team. Updates made in Salsify, such as revised titles, images, or attribute values, can be pushed back to the case for review and closure. This creates a controlled process for resolving retailer-specific content issues and reduces time to resubmit listings.

3. Compliance Review for Regulated Product Content

Data flow: Salsify to OpenText Core Case

For regulated categories such as food, cosmetics, or household chemicals, Salsify can send product content requiring legal or regulatory review into OpenText Core Case. The case can include ingredient statements, claims, certifications, and supporting documents for approval. This supports audit-ready workflows and ensures that only approved content is syndicated to retailers and marketplaces.

4. Product Recall and Content Correction Coordination

Data flow: Bi-directional

When a product recall or packaging correction is initiated, OpenText Core Case can manage the incident, track approvals, and coordinate cross-functional actions. Salsify can then be updated with corrected product information, revised assets, and channel-specific messaging. This integration helps ensure that all downstream product content is updated consistently and that the recall response is documented in a single case record.

5. Customer Support Escalation for Product Information Issues

Data flow: OpenText Core Case to Salsify

Customer support teams often receive complaints about incorrect product descriptions, missing images, or inconsistent specifications on retailer sites. OpenText Core Case can log these issues and trigger a content investigation in Salsify. Product managers can then correct the master content and resyndicate updates, improving customer satisfaction and reducing repeat support contacts.

6. Marketplace Listing Dispute Investigation

Data flow: Salsify to OpenText Core Case

When a marketplace flags a listing for policy violations, suppressed content, or mismatched product data, Salsify can create a case in OpenText Core Case with the relevant listing history, content version, and channel details. Case teams can investigate the root cause, document findings, and coordinate corrective actions with content owners. This is especially useful for high-volume brands managing many marketplace relationships.

7. Content Approval and Audit Trail for New Product Launches

Data flow: Bi-directional

During new product introductions, Salsify can serve as the source of product content while OpenText Core Case manages approval checkpoints for legal, regulatory, packaging, and channel readiness. Each approval step can be tracked as part of the case, with final approved content synchronized back to Salsify for syndication. This improves launch governance and provides a clear audit trail for internal and external stakeholders.

8. Supplier or Brand Partner Content Dispute Resolution

Data flow: Bi-directional

When external suppliers or brand partners submit conflicting product information, OpenText Core Case can manage the dispute, capture evidence, and assign resolution tasks. Salsify can provide the authoritative product record, version history, and asset references to support the investigation. Once resolved, the approved content is updated in Salsify and distributed to downstream channels, reducing delays and preventing inconsistent product data.

These integrations help organizations connect product content operations with structured case management, improving speed, accountability, and consistency across product launches, compliance reviews, retailer issue resolution, and customer support workflows.