Data model for the Pega Customer Relationship Management for Communications suite
Pega Customer Service for Communications and Pega Sales Automation use their native data models for the contact and other data entities. Because the data models are different in both of these applications, the synchronization of data for contact entities is accomplished by using stub rules.
Data synchronization between the Pega Customer Relationship Management for Communications suite of applications
The applications in the Pega Customer Relationship Management for Communications suite use stub rules to synchronize the common attribute values. Each stub rule is overridden in the top-most ruleset to add the appropriate logic to perform the synchronization of data.
The following tables list the stub rules for Pega Customer Service for Communications and Pega Sales Automation.
Pega Customer Service for Communications stub rules
| Rule name | Ruleset | Description |
|---|---|---|
| crmCreateContact | MyCoCSC | Applies to the Work- class. A utility to create a contact. |
| CRMUpdateContactData | MyCoCSC | Applies to the PegaCA-Work-UpdateContactName class. A utility to update a contact. |
Stub rules from Pega Customer Service for Communications contain steps to integrate with Pega Sales Automation. These stub rules are overridden in the Pega Customer Service For Communications sample (MyCoCSC) ruleset. If your Pega Customer Service for Communications implementation application reuses the stub rules to update them, then save these rules into the highest ruleset in your application.
Pega Sales Automation stub rules
| Rule name | Ruleset | Description |
|---|---|---|
| PegaCRM-Entity-Contact.UpdateExternalContact | PegaCRM-SFA | Updates the customer service contact when the sales automation contact is updated. |
| PegaCRM-Entity-Contact.UpdateCSContact | CSCForSAC | UpdateExternalContact internally calls UpdateCSContact. |
| PegaCRM-Entity-Contact.crmEdit_ExternalRequest | PegaCRM-SFA | This activity is called when a customer service flow calls a sales automation edit flow with the isExternalRequest flag set to true. |