Pega Customer Relationship Management suite of applications
Pega Customer Service, Pega Sales Automation, and Pega Customer Decision Hub are components of the Pega Customer Relationship Management suite of
applications. Client implementations using these components build an implementation
layer on top of these applications, which are built on Pega Platform. For information about how to implement the Pega Customer Relationship Management suite of
applications, see "Optional: Configuring your applications to support CRM," next. These procedures are required only if you will use the Pega Customer Relationship Management suite of applications to share data and service cases across the Pega Customer Service,
Pega Sales Automation, and Pega Customer Decision Hub applications. These procedures involve configuration across multiple applications, and therefore include
links to multiple application implementation
guides. Your Pega Customer Service, Pega Sales Automation, and Pega Customer Decision Hub applications must already be created. For information, see the Implementation
Guide for each product, available from the product page on Pega
Community. For the healthcare and insurance industries only, the sample Marketing
application must be installed if you will integrate the Pega Sales Automation
application with Pega Customer Decision Hub. The sample Marketing application is shipped with
the Pega Customer Service and Pega Sales Automation installer. For information, see
the CRM installation guides. If you have installed industry-specific applications on
top of Pega Customer Service and Pega Sales Automation, complete these
configuration steps in the industry applications, and not in the base Pega Customer Service or Pega Sales Automation applications. To configure your Pega applications to support
shared features, complete the following steps: When using a Pega Customer Relationship Management configuration that includes both Pega Customer Service and Pega Sales Automation, you must sometimes override the rules in one
application to expose functionality from the other application. To support this, create an
integration ruleset in both applications, and then save the override rules to the integration
ruleset. For example, if the Pega Customer Service application will show Pega Sales Automation
Lead case service cases, you want the service case header and footer to look
the same as the other Pega Customer Service services cases. In that case, save the
perform harness rule for the service case into the integration ruleset for the Pega Customer Service application. Doing so overrides the Pega Sales Automation header and
footer for that service case. This procedure is required only if you are sharing data and service
requests between two or more applications in the Pega Customer Relationship Management
suite. The applications include a sample integration ruleset that you can copy or use as a model
for a new integration ruleset. The sample integration ruleset for Pega Customer Service
is SAforCS, and the sample integration ruleset
for Pega Sales Automation is CSforSA. Complete the following steps to configure the integration rulesets: To share data and service cases across the Pega Customer Service and Pega Sales Automation, enable the shared features. For more information about the shared features,
see Pega Customer Relationship Management suite of applications. The installation media for the Pega Customer Relationship Management suite of applications
includes sample applications, a shared application, sample access groups, sample operators,
and sample integration rulesets. The table below lists Pega Customer Service and Pega Sales Automation
applications: PegaCRMBase is a shared application contains the
PegaCRMBase, PegaFW-NewsFeed, and
MKT-Integration shared rulesets. In the Pega Customer Relationship Management configuration, applications include the following access
groups: The table below lists the sample operators included with the sample artifacts: Pega Customer Service and Pega Sales Automation include the following integration
rulesets to support Pega Customer Relationship Management use cases: For information about how to create a new integration ruleset, see Creating
integration rulesets. Pega Customer Service and Pega Sales Automation use their native data models for
contact, organization, and other data entities. Because the data models are different in
both of these applications, the synchronization of data for contact or organization entities
is accomplished by using stub rules. Applications in the Pega Customer Relationship Management suite use stub rules to synchronize the
common attribute values. Each stub rule is overridden in the top-most ruleset to add
appropriate logic to perform synchronization of data. The following table lists the stub rules for Pega Customer Service: Stub rules from Pega Customer Service contain steps to integrate with Pega Sales Automation. These stub rules are overridden in the Pega Customer Service
PegaCSSample sample ruleset. If your Pega Customer Service
application reuses the stub rules to update them, then save these rules into the highest
ruleset in your application. The following table lists the stub rules for Pega Sales Automation: The Pega Customer Relationship Management suite includes a PegaCRMMarketingSample.zip file that
contains the sample artifacts for demonstrating the integration with Pega Customer Decision Hub. The sample artifacts assume that all applications are installed on a
single Pega Platform instance and version, that the applications are maintained separately,
and that the integrations between them are handled through Federated Case Management or REST
services. In the sample artifacts, to allow Pega Customer Decision Hubto access the
contacts in Pega Sales Automation or Pega Customer Service, a database view is built on
the crm_entity_contact and pa_contact tables in
the NBAM_External schema. The database view is mapped to the Customer
class in the Pega Customer Decision Hub application. Flows in Pega Customer Decision Hub
use the attributes from the Customer class to locate the targeted segment of
customers. While this architecture can be used for evaluation and demo purposes, for production
deployments it is recommended to deploy Pega Customer Decision Hub in a separate Pega
cluster and configure data replication jobs to push the data into analytical store. A
typical deployment is also is shown in the figure below. In the Pega Customer Relationship Management configuration, a cross-reference table is required
to match the keys of a contact or organization entity from multiple systems of record to a
master contact or organization entity key. Pega Customer Service is the system of record for
customer data, and Pega Sales Automation is the system of record for customer and
prospect data. It is designed that Pega Sales Automation is the master system of record
for customer and prospect data. To match these entity keys from the two different system of
records, two cross-reference tables are available in the product – one for contacts and one
for business units. The crm_data_contact_xref contact relationship table has
CRMEntityId and ExternalSystem columns.
CRMEntityId is the master record key based on the assumption
that Pega Sales Automation is the master system of record. The table below shows the structure of the crm_data_contact_xref
contact relationship table with the sample record pattern: The following table shows the crm_data_org-xref organization
relationship table definition with the sample record pattern: Relationship management tables are mapped to the following data classes:Optional: Configuring your Pega applications to
support CRM
Creating integration rulesets
Enabling shared features
Sample components included with the Pega Customer Relationship Management suite
Application rule Usage Pega Customer Service The main Pega Customer Service application that has the
SAforCS integration ruleset at the top of the
ruleset stack, followed by the Customer Service and Sales Automation
rulesets, respectively. The Localization ruleset is
the top rule of the ruleset stack. PegaCSSample Pega Customer Service sample application that has the customer
relationship management stub rules overridden to support customer
relationship management use cases. Contains sample data for
demonstration purposes, such as dialogs and data transforms. Pega Sales Automation The main Pega Sales Automation application that has the
CSforSA integration ruleset at the top of the
ruleset stack, followed by the Sales Automation and Customer Service
rulesets, respectively. Access Group Application Description CASysAdmin PegaCSSample An admin persona having access to all the portals. CACSR PegaCSSample A Customer Service representative persona. CAManager PegaCSSample A Customer Service manager persona. CSSalesUser PegaCSSample A Pega Sales Automation persona with access to the Account Manager
and interaction portals in Pega Customer Service. CSRSwitchApp PegaCSSample A Pega Customer Service persona with permission to switch between Pega Customer Service and Pega Sales Automation. SalesManager PegaSalesAutomation A sales manager persona. SalesRep PegaSalesAutomation A sales representative persona. SalesOps PegaSalesAutomation A sales ops persona with permissions to set up sales organization
operators and territories. Login Credentials Application Usage Mikejones/install PegaCSSample A Customer Service representative with access to Pega Sales Automation and the ability to switch between Pega Customer Service and Pega Sales Automation. DPercival/install SFASample A sales representative with access to Pega Customer Service. CSCSR/install PegaCSSample A customer service representative. CASysadmin/install PegaCSSample A customer service admin with access to interaction, account manager,
CSR, and back office operations portals. CAManager/install PegaCSSample A customer service manager with access to the interaction
portal. Pega Customer Relationship Management suite data model
Rule Name Ruleset Description crmCreateContact PegaCSSample Applies to the Work- class. A utility to create
contacts. crmCreateOrg PegaCSSample Applies to the Work- class. A utility to create
organizations. CRMUpdateContactData PegaCSSample Applies to the PegaCA-Work-UpdateContactName
class. A utility to update contacts. CRMUpdateBUData PegaCSSample Applies to the PegaCA-Work-UpdateBusinessDetails
class. A utility to update organizations. Rule Name Ruleset Description PegaCRM-Entity-
Contact.UpdateExternalContact CSForSA Updates the customer service contact when the sales automation
contact is updated. PegaCRM-Entity- Contact.UpdateCSContact CSForSA Updates ExternalContact internally and calls
UpdateCSContact.. PegaCRM-Entity- Org.UpdateExternalOrg CSForSA Updates the business unit in Pega Customer Service when the Pega Sales Automation contact is updated. PegaCRM-Entity- Org.UpdateBizUnitInCS CSForSA Updates ExternalOrg internally and calls
UpdateBizUnitInCS. 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. PegaCRM-Entity-Org.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. Integration with Pega Customer Decision Hub
Pega Customer Relationship Management suite relationship table
CRMEntityID ExternalID ExternalSystem PEGACRM-ENTITY-CONTACT CON-123 CON-890 CS CRMEntityID ExternalID ExternalSystem PEGACRM-ENTITY-ORG ORG-123 ORG-890 CS
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