Core Case modules and benefits of the API

Srirama Akella

Overview

OpenText™ Core Case Management (CCMA), part of the Core family of products, is a complete SaaS application that helps organizations to streamline processes around customer and employee needs. By connecting the people, content and processes, Core Case empowers business users to quickly adapt to changing situations and benefit from improved decision-making and accelerated case resolution.

Core Case Management is comprised of two modules:

Administration module provides a powerful, no-code rapid application deployment tool that is designed to quickly build and publish business processes leveraging various embedded tools like:

• data modeler to define the case attributes,
• process modeler to model the lifecycle,
• rules engine to define business rules to automate data driven decisions and configure other settings like Content repository, Security, Notifications, SLA’s etc.

Application module provides a unified and integrated application workspace that can help knowledge workers to seamlessly manage the lifecycle of a case, from creating case instances to resolving them. It empowers knowledge workers with various productivity tools and utilities like:

• initiating adhoc approval workflows,
• sharing and collaborating on the content across the applications,
• provides a comprehensive reporting tool with the ability to search and export the desired cases, along with case specific dashboards providing insights into both system and individual level KPI’s.

About CCMA and benefits of using API

OpenText™ Core Case Management is a complete SaaS application that automates the dynamic and collaborative case work. Case-based processes are integral to most organizations whether they address streamlined processes like HR Onboarding, Request for Proposals or everyday ad hoc requests/complaints/queries that originate internally from employees or externally from customers/suppliers and so on to be processed by respective line of business.

While Core Case Management’s powerful no-code modeling tool enables you to quickly configure the processes tailored to meet the organization-specific business needs, complemented by an integrated application that can empower the knowledge workers to process the lifecycle of the case - from case creation to closure, the Case APIs complement the overall solution and help in filing gaps as outlined below.

• Leverage API's To build a self-service portal to engage external requesters like suppliers / citizens in initiating new cases, monitor their cases, and if required respond to cases for any additional information.
• Case APIs would also play a critical role in ingesting the cases as part of active business process like initiating a case when an incident is reported through an email or automated by an IOT device.
• Similarly, services can help organizations who would like to move to cloud to migrate their legacy and active cases to the next generation case management leveraging OpenText full suite of cloud offerings.