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Configuring relationship intelligence

Updated on May 25, 2021

Relationship intelligence helps to identify sales reps within the organization who have a better relationship strength with a particular contact. Engagement strength is defined based on relationship activities performed by the sales reps. Relationship activities are defined as emails, meetings, and phone calls (additionally, the email engagement includes sentiment analysis, custom weighted according to your business needs). By default, the system dynamically calculates the relationship score for a given contact record based on their relationship activities over a period of time, which by default is 90 days.

Pega Sales Automation Implementation Guide Pega Sales Automation Implementation Guide
Before you begin:
  1. Enable relationship intelligence in App Studio.

    For more information, see Enabling application features.

  2. Optional: To set a different time frame for retrieving relationship intelligence data, in the Latest interaction in days field, change the default 90 days to a different number of days.
  3. Enable the Microsoft Exchange integration to synchronize emails and appointments because relationship intelligence uses emails and appointments as data sources.

    For more information, see Enabling application features.

  1. In the header of App Studio, launch the User portal.
  2. In the User portal navigation pane, click Tools, and then click Relationship weights.
    Note: Each activity category has weight by default, but you can adjust the importance of engagement activities by adjusting their relationship strength. Select a weight from 0 to 10 for each engagement type, with 10 being the highest (most important) weight. For example, assign 10 to email if it is the most important form of contact for an organization. You cannot add new categories.
  3. To edit the weight for a category, click the Edit icon next to the activity category and enter a number between 1 and 10.
  4. To further customize relationship intelligence by editing relationship scoring, you can add and edit relationship health by adding the when rule from Dev Studio:
    1. Switch from App Studio to Dev Studio.
    2. In the navigation pane of Dev Studio, click RecordsDecisionWhen.
    3. Search for and open the isRIHealthConfigRequired when rule.
    4. Set the when rule to true.
    5. Click Save.
    6. In the navigation pane of Dev Studio, click RecordsData ModelData Transform.
    7. Search for and open the SetDataFlowAccessGroup data transform.
    8. Change the Source field to point to your particular access group.
    9. Click Save as and save the data transform into your implementation layer.
    10. In the navigation pane of Dev Studio, click RecordsData ModelData Transform.
    11. Search for and open the SetRelationshipIntelligenceforEmails data transform.
    12. Update the default weights for email sentiment analysis.
    13. Click Save as and save the data transform into your implementation layer.
  5. To configure relationship scoring, switch from Dev Studio to App Studio and perform the following steps:
    1. In the header of App Studio, launch the User portal, and then in the navigation pane, click Tools.
    2. Click Relationship Health.
    3. Edit the lower or upper scoring limits for each relationship category by clicking the Edit icon next to any category.
  6. Switch from App Studio to Admin Studio and perform the following steps:
    1. In the navigation pane of Admin Studio, click Resources, and then click Jobs.
    2. Search for and open the RelationshipIntelligence job scheduler.
    3. Toggle the Enable job scheduler switch On to start the job scheduler.
      By default, the job scheduler runs once a day. To change this behavior, override the RelationshipIntelligence job scheduler in your implementation ruleset.
    4. Click Save.

Using relationship intelligence

Relationship intelligence helps sales representatives to find a person in their internal organization that can help them make a warm introduction with a new external prospect or customer.

Sales representatives can use the Relationships widget to view a list of their contacts who have good relations with the contact or organization that the sales representative wishes to establish a new relationship with.
  1. Log into the application as either a Sales Ops, Sales Representative, or Sales Manager persona.
  2. Depending if you wish to use the relationship intelligence for a contact or an organization, perform one of the following actions.
    • In the User portal navigation pane, click Contacts and open any contact for which you want to view the relationship status. Continue to step 3.
    • In the User portal navigation pane, click Organizations and open any organization for which you want to view the relationship status. Continue to step 6.
  3. For contacts, expand the right navigation pane to see the details of the Relationship tile and review the following lists of relationships between the contact that you select and their contacts:
    • The first relationship list is with currently logged in users.
    • The remaining relationships lists are presented in an order calculated by the system.
  4. To see recent activity, for example, how many emails or phone calls you exchanged with that person, hover over the relationship status bar next to each person.
  5. To send a prepopulated Pulse post or launch the New email screen, click the More icon, and then click either Pulse or Email.
    Relationship intelligence user actions
    Relationship intelligence user actions are displayed in groups, determined by the system.
  6. For organizations, to see recent activity (for example, how many emails or phone calls you exchanged with a person), click the relationship status bar next to a chosen person.
  7. To send a prepopulated Pulse post or launch the New email screen, click the More icon, and then click either Pulse or Email.
    Relationship intelligence for organizations

Tags

Pega Sales Automation 8.6

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