OpenText Core Case - Marq Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Marq

1. Branded case correspondence and customer-facing documents

Direction: OpenText Core Case - Marq

Case teams can send approved case details, customer names, reference numbers, and resolution summaries from OpenText Core Case into Marq to generate branded letters, notices, and customer updates. This is useful for claims decisions, service outcomes, compliance notifications, and dispute responses where consistent formatting and brand control are required.

• Reduces manual document creation by case agents
• Ensures every customer communication follows approved templates
• Speeds up turnaround for high-volume case correspondence

2. Automated case summary packs for internal review

Direction: OpenText Core Case - Marq

When a case reaches a review milestone, OpenText Core Case can pass key case data and supporting content references to Marq to produce a standardized summary pack for managers, auditors, or legal reviewers. This supports escalations, exception reviews, and executive approvals where a consistent presentation of facts is needed.

• Creates repeatable review packets from live case data
• Improves decision quality with consistent case summaries
• Reduces time spent compiling documents from multiple sources

3. Customer onboarding or remediation letters triggered by case status

Direction: OpenText Core Case - Marq

As a case moves through defined statuses, OpenText Core Case can trigger Marq to generate onboarding instructions, remediation notices, or next-step letters. For example, a compliance remediation case can automatically produce a customer action letter once the investigation is complete.

• Supports event-driven communication based on case progress
• Improves consistency in regulated or policy-driven processes
• Helps teams respond faster to customers and stakeholders

4. Document intake and attachment enrichment for case records

Direction: Marq - OpenText Core Case

Marq-generated documents such as signed forms, notices, or completed templates can be sent back into OpenText Core Case as attachments or evidence. This helps maintain a complete case file with the latest customer-facing documents stored alongside tasks, notes, and supporting content.

• Keeps the case record complete and auditable
• Eliminates manual upload and filing steps
• Improves traceability for compliance and dispute handling

5. Standardized investigation reports for compliance and audit teams

Direction: OpenText Core Case - Marq

OpenText Core Case can provide investigation findings, task outcomes, and supporting metadata to Marq to generate formal investigation reports. This is valuable for compliance cases, internal investigations, fraud reviews, and policy exceptions where a polished report must be shared with auditors or leadership.

• Turns case data into professional report output
• Supports audit readiness with consistent report structure
• Reduces risk of missing key findings or approvals

6. Multi-department case handoff packets

Direction: OpenText Core Case - Marq

When a case needs to move from one team to another, such as customer service to legal or operations to finance, OpenText Core Case can send the relevant case snapshot to Marq to create a handoff packet. The packet can include case history, current status, required actions, and supporting documents in a clean, standardized format.

• Improves cross-team continuity and accountability
• Reduces information loss during handoffs
• Speeds up downstream processing by giving teams a complete packet

7. Personalized resolution letters with case-specific content

Direction: OpenText Core Case - Marq

For resolved cases, OpenText Core Case can feed resolution details into Marq to produce personalized closure letters that reflect the outcome, next steps, and any required follow-up actions. This is especially useful in customer support, insurance claims, and service recovery workflows.

• Improves customer experience with clear, personalized communication
• Ensures closure messages match the actual case outcome
• Supports high-volume resolution processes with minimal manual effort

8. Case evidence packages for legal or regulatory response

Direction: OpenText Core Case - Marq

For legal holds, regulatory inquiries, or formal complaints, OpenText Core Case can provide the case timeline, evidence references, and decision history to Marq for creation of an evidence package or response dossier. This helps organizations respond quickly and consistently to external requests.

• Speeds preparation of formal response materials
• Improves consistency in regulated response workflows
• Supports defensible documentation and audit trails