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Case types and workflows

Updated on September 29, 2021

This section describes the standard case types that are included with Pega Sales Automation and are available for selection within the New Application wizard when you create your Sales Automation application. Depending on your organization\'s needs, you may include all or a subset of these case types in your application.

Example case types

The examples shown here represent some of the key features of Sales Automation.

Example 1: Opportunity

Opportunity provides a quantitative way to understand the efforts put in by a sales rep towards closing deals. It contains important information such as size of the deal, status of the deal, activities logged by the sales rep etc. This data helps in forecasting the sales pipeline for a business.

Example 2: Appointment

Appointment helps the sales reps setup meetings with contacts and leads. These meetings usually provide the starting point towards closing of deals and the appointment case seamlessly captures the vital information such as action items, meeting notes etc.

Example 3: Contact

Contact is the single-source-of-truth for details about prospects and existing customers. Contact case is associated with all the major case-types in Sales Automation (organizations, opportunities, accounts, and leads) as it provides important end user information to the sales rep.

Standard case types


Case Type Description
Organization An organization represents the levels of the customer business hierarchy. It can be a specific business, holding company, or corporation and has one or more organizations or accounts as a child entity.
Account An account is an economic decision-making unit. It Is a logical or physical group to which a product or service is sold.
Contact A contact is a person that is a prospect or customer. For business selling, contacts are usually employees of the organization to whom you are selling. For Individual selling, they are the person interested in making a personal purchase.
Household A household is a grouping of contacts with the ability to identify a contact as the head of household.
Activity An activity captures interaction with customers, such as phone calls, meetings, and co- browse sessions.
Task A task is a to-do for the sales team to follow up on.
LeadA lead contains details of a prospect who has shown some interest in the products or services offered. It is usually the name of a person. Sales Automation supports B2B leads when selling to businesses and B2C leads when selling to individual consumers.
Opportunity An opportunity is a potential sale of a product to a customer or prospect. This is the most vital component of a sales funnel as it provides a snapshot view of the status of the sale. Sales Automation supports B2B opportunities when selling to businesses and B2C opportunities when selling to individual consumers.
Partner OrganizationA partner organization is used to create a partner organization for the respective partner sellers.
Partner ContactA partner contact captures information about the partner sellers who do not have access to the portal.
Close Plan A close plan contains periodic updates posted by sales reps about their progress of the deals in their pipeline.
Appointment An appointment provides a way to track the meeting action items along with the details of the meeting.
Knowledge ArticleA knowledge article facilitates seamless sharing of useful marketing collateral, training, and onboarding content across the organization.
MDF An MDF case provides a way to track the marketing budget utilization by partner sellers.

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