OpenText Core Case - OpenText TeamSite Authoring Services Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText TeamSite Authoring Services

1. Publish approved case-related content to customer-facing web pages

Data flow: OpenText Core Case → OpenText TeamSite Authoring Services

When a case team finalizes a resolution, policy update, service notice, or FAQ article, the approved content can be pushed from OpenText Core Case into TeamSite for publication on the corporate website or self-service portal. This is useful for customer support, claims, and compliance teams that need to turn case outcomes into reusable public content.

• Reduces manual rekeying of approved content
• Speeds up publishing of customer-facing updates
• Ensures only validated information is published

2. Create a case from a website content issue or request

Data flow: OpenText TeamSite Authoring Services → OpenText Core Case

Marketing or digital teams can raise a case in OpenText Core Case directly from a content request in TeamSite, such as a broken page, outdated product description, legal disclaimer change, or urgent homepage update. The case can capture the request details, assign ownership, and track resolution through approval and publication.

• Improves accountability for content fixes and requests
• Provides a structured workflow for website changes
• Helps track service levels for digital operations

3. Route regulated content through case-based review before publishing

Data flow: Bi-directional

For regulated industries, content created in TeamSite can be sent to OpenText Core Case for review by legal, compliance, or product experts. The case stores supporting evidence, comments, and approvals, then returns the approved content to TeamSite for publication. This is well suited for financial services, healthcare, insurance, and public sector websites.

• Creates a clear audit trail for approvals
• Supports compliance and governance requirements
• Reduces risk of publishing unapproved content

4. Link case outcomes to dynamic website updates

Data flow: OpenText Core Case → OpenText TeamSite Authoring Services

When a case outcome affects public information, such as a product recall, service outage, policy change, or claims process update, the resolution can trigger a content update in TeamSite. This ensures the website reflects the latest operational status without relying on manual coordination between case handlers and web editors.

• Keeps customer-facing content aligned with operational reality
• Shortens time to update critical web pages
• Improves consistency across service and digital channels

5. Manage content approval exceptions as cases

Data flow: OpenText TeamSite Authoring Services → OpenText Core Case

If a content item in TeamSite fails approval, requires exception handling, or needs escalation due to missing legal language, brand conflict, or policy deviation, a case can be created in OpenText Core Case. The case can coordinate review, assign remediation tasks, and document the final decision before the content returns to the publishing workflow.

• Standardizes exception handling
• Improves visibility into blocked or delayed content
• Supports governance for high-risk content

6. Capture customer feedback from web content into service cases

Data flow: OpenText TeamSite Authoring Services → OpenText Core Case

Feedback submitted through web forms, content rating widgets, or page-specific contact options in TeamSite can generate cases in OpenText Core Case. These cases can be routed to support, product, or content teams depending on the issue, such as confusing instructions, missing information, or incorrect product details.

• Turns website feedback into actionable work items
• Improves response times for content-related issues
• Helps identify recurring content defects and knowledge gaps

7. Maintain a single source of truth for case-driven knowledge articles

Data flow: Bi-directional

OpenText Core Case can store the authoritative case resolution, while TeamSite manages the published version of the related knowledge article or web page. Updates made during case handling can be synchronized to TeamSite, and performance or usage feedback from the website can be fed back into the case for continuous improvement.

• Aligns internal resolution data with published content
• Supports knowledge management and content lifecycle control
• Enables continuous improvement based on customer usage

8. Coordinate cross-functional launch readiness for new services or campaigns

Data flow: Bi-directional

For new product launches, policy changes, or campaign rollouts, TeamSite can manage the website content while OpenText Core Case tracks launch readiness tasks, approvals, dependencies, and issue resolution. If content, legal, or operational blockers arise, they can be managed as cases until the launch package is ready for publication.

• Improves coordination between digital, operations, and compliance teams
• Reduces launch delays caused by unresolved issues
• Provides a controlled workflow for high-visibility changes