Showpad - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Showpad and OpenText Core Case

• Case-specific sales content delivery for customer support or claims teams

  Data flow: OpenText Core Case ? Showpad

  When a case is opened in OpenText Core Case, the relevant case type, customer segment, product line, or issue category can trigger Showpad to surface approved content for the assigned agent or account manager. For example, a warranty dispute case can automatically recommend product brochures, policy explanations, or remediation scripts so the team responds with consistent, compliant messaging. This reduces time spent searching for materials and improves first-contact resolution quality.

• Attach customer-facing collateral to case records

  Data flow: Showpad ? OpenText Core Case

  After a sales rep shares a proposal, product comparison, or follow-up deck from Showpad, the shared asset and engagement details can be written back to the related case in OpenText Core Case. This gives support, compliance, or account teams a complete record of what was sent, when it was sent, and which version was used. It is especially useful in regulated industries where customer communications must be traceable and auditable.

• Escalation playbooks for complex customer issues

  Data flow: Bi-directional

  When OpenText Core Case identifies a high-risk or complex issue, it can trigger Showpad to provide the frontline team with a guided playbook, objection-handling content, or escalation presentation tailored to the issue. In return, Showpad usage data can be sent back to the case to show which materials were used during the resolution process. This helps managers standardize responses across teams and improve consistency in how escalations are handled.

• Compliance-approved messaging for case communications

  Data flow: Showpad ? OpenText Core Case

  Marketing or legal teams can maintain approved customer communication templates, product statements, and regulatory disclosures in Showpad. When a case requires a formal response, the selected content can be linked to the case in OpenText Core Case so agents use only current, approved language. This is valuable for complaints, disputes, and regulated customer interactions where message accuracy and version control are critical.

• Account team visibility into open service or compliance cases

  Data flow: OpenText Core Case ? Showpad

  Showpad can use case metadata such as open issue status, severity, or resolution stage to help sales or account teams prepare for meetings with the customer. For example, if a strategic account has an unresolved service case, the account executive can be prompted with relevant talking points, service recovery materials, or renewal risk content before the meeting. This improves cross-functional coordination and helps teams address customer concerns proactively.

• Post-resolution follow-up content and retention materials

  Data flow: OpenText Core Case ? Showpad

  Once a case is closed, OpenText Core Case can trigger Showpad to recommend follow-up content such as onboarding guides, product training, feature adoption materials, or renewal support collateral. This is useful when a support issue creates an opportunity to rebuild confidence or drive adoption after resolution. It helps customer-facing teams turn service recovery into retention and expansion activity.

• Content effectiveness analysis by case type

  Data flow: Showpad ? OpenText Core Case, then analytics back to business teams

  Showpad engagement data can be associated with case categories in OpenText Core Case to show which documents, presentations, or videos are most effective in resolving specific issue types. For example, teams can compare whether a troubleshooting guide reduces case reopen rates or whether a policy explainer shortens resolution time. This gives operations and marketing a practical way to improve both content strategy and case handling performance.