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Data model for the Pega Customer Relationship Management suite

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.

Data synchronization between the Pega Customer Relationship Management suite of applications

The 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 tables list the stub rules for Pega Customer Service and Pega Sales Automation.

Pega Customer Service stub rules

Rule name

Ruleset

Description

crmCreateContact

PegaCSSample

Applies to the Work- class. A utility to create a contact.

crmCreateOrg

PegaCSSample

Applies to the Work- class. A utility to create an organization.

CRMUpdateContactData

PegaCSSample

Applies to the PegaCA-Work-UpdateContactName class. A utility to update a contact.

CRMUpdateBUData

PegaCSSample

Applies to the PegaCA-Work-UpdateBusinessDetails class. A utility to update an organization.

Stub rules from Pega Customer Service contain steps to integrate with Pega Sales Automation. These stub rules are overridden in the Pega Customer Service sample (PegaCSSample) 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.

Pega Sales Automation stub rules

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

UpdateExternalContact internally calls UpdateCSContact.

PegaCRM-Entity-Org.UpdateExternalOrg

CSForSA

Updates the business unit in customer service when the sales automation contact is updated.

PegaCRM-Entity-Org.UpdateBizUnitInCS

CSForSA

UpdateExternalOrg internally 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.

Published October 22, 2018 — Updated October 25, 2018

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