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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.

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