Clarivate Support Workflows, Provider Platform Updates, and AI Content Transparency
In this session, we share updates on the Support-to-Support improvement plan, including what we learned from feedback collected from customers, providers, and support analysts. We provide an update on the “Report to Clarivate” functionality available since February 2026 within the Provider Platform.
The webinar also introduces the new “File Information” section now available in the Provider Platform. This new panel provides collection-level file ingestion information, including the latest file shared with Ex Libris and used to update the collection, when the file updated the collection, where the file is located, and whether all titles will be overwritten during the next file load.
Finally, we discuss the growing importance of metadata transparency for fully AI-generated content. As AI-generated content becomes more common across the publishing industry, libraries are increasingly expecting clear metadata indicators that help them identify when content is fully or substantially generated using AI.
In this webinar, you will:
1. Learn what Ex Libris heard from providers, customers, and support analysts as part of the Support-to-Support review.
2.Understand the main Support-to-Support improvement areas, including case tracking, communication, resolution time, functionality gaps, and reporting metrics.
3.See how the Report to Clarivate workflow is helping providers report issues directly through the Provider Platform and helping Ex Libris route these cases through Content Support.
4.Learn about the new File Ingestion section in the Provider Platform and the collection-level ingestion information now available to providers.
5.Understand customer expectations around MARC metadata transparency for fully AI-generated content.
This webinar is ideal for content providers, publishers, and anyone involved in content delivery, metadata exchange, provider support workflows, and collaboration with Ex Libris Provider Relations.
The webinar also introduces the new “File Information” section now available in the Provider Platform. This new panel provides collection-level file ingestion information, including the latest file shared with Ex Libris and used to update the collection, when the file updated the collection, where the file is located, and whether all titles will be overwritten during the next file load.
Finally, we discuss the growing importance of metadata transparency for fully AI-generated content. As AI-generated content becomes more common across the publishing industry, libraries are increasingly expecting clear metadata indicators that help them identify when content is fully or substantially generated using AI.
In this webinar, you will:
1. Learn what Ex Libris heard from providers, customers, and support analysts as part of the Support-to-Support review.
2.Understand the main Support-to-Support improvement areas, including case tracking, communication, resolution time, functionality gaps, and reporting metrics.
3.See how the Report to Clarivate workflow is helping providers report issues directly through the Provider Platform and helping Ex Libris route these cases through Content Support.
4.Learn about the new File Ingestion section in the Provider Platform and the collection-level ingestion information now available to providers.
5.Understand customer expectations around MARC metadata transparency for fully AI-generated content.
This webinar is ideal for content providers, publishers, and anyone involved in content delivery, metadata exchange, provider support workflows, and collaboration with Ex Libris Provider Relations.