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Sample components included with the Pega Customer Relationship Management suite

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.

Sample applications

Shared applications structure

Pega Customer Service and Pega Sales Automation ship with an integration ruleset that is built on a shared customer relationship management application. To use the Pega Marketing application, install that application separately.

The following image illustrates the rulesets in the Pega Customer Relationship Management suite of applications.

Application rulesets for the Pega Customer Relationship Management suite

Pega Customer Service and Pega Sales Automation applications

Application rule Usage
Customer Service Pega Customer Service application that has the integration ruleset SAforCS at the top of the ruleset stack, followed by the customer service and sales automation rulesets, respectively. The top rule of the ruleset stack is the Localization ruleset.
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.
Sales Automation Pega Sales Automation application that has the integration ruleset CSforSA at the top of the ruleset stack, followed by the sales automation and customer service rulesets, respectively.

Shared base application

PegaCRMBase is a shared application that contains shared rulesets, such as PegaCRMBase, PegaFW-NewsFeed, and MKT-Integration.

  • The PegaCRMBase ruleset that contains rules, such as properties, data pages, when rules, and classes, that can be reused by the Pega Customer Service and Pega Sales Automation applications.
  • The MKT-Integration ruleset is an integration ruleset that contains REST services, data pages, classes, and properties that are used to connect to the Pega Customer Decision Hub application.
  • The PegaFW-NewsFeed ruleset contains RSS features that are shared by the Pega Customer Service and Pega Sales Automation applications.

Access groups

In a Pega Customer Relationship Management configuration, applications include the following access groups.

Access Group Application rule Description
CASysAdmin PegaCSSample A Pega Customer Service administrator operator with access to Designer Studio, the Interaction Portal, the Account Manager portal, and the Back Office Operations portal.
CACSR PegaCSSample A Pega Customer Service operator with access to the Interaction portal (the default portal) and the Account Manager portal.
CAManager PegaCSSample A Pega Customer Service manager with access to the Manager portal.
CSSalesUser PegaCSSample A Sales Automation operator with access to the Account Manager and interaction portals of the Pega Customer Service application.
PegaCRM-SFA:SalesManager PegaSalesAutomation 07.22 A Pega Sales Automation operator with access to the Sales Manager portal.
PegaCRM-SFA:SalesRep PegaSalesAutomation 07.22 A Pega Sales Automation operator with access to the Sales Manager portal.
PegaCRM-SFA:SalesOps PegaSalesAutomation 07.22 A Pega Sales Automation operator with access to the Sales Manager portal.
CSRSwitchApp PegaCSSample A Pega Customer Service operator with permission to switch between the Pega Customer Service and Pega Sales Automation applications.

Sample operators

In a Pega Customer Relationship Management configuration, the applications include the following sample operators.

For security reasons, sample operators are disabled by default, and can be enabled for use in the sample application or copied to create new operators. For information about how to enable an operator, see Enabling operators.
Login/password Default application Usage
Mikejones/install PegaCSSample Customer service representative with access to the Pega Sales Automation application and the ability to switch between the Pega Customer Service and Pega Sales Automation applications.
Dpercival/install SFASample Sales representative with access to the Pega Customer Service application.
CACSR/install PegaCSSample Customer service representative with access to the Pega Customer Service application.
CASysAdmin/install PegaCSSample Customer service administrative operator with access to the Interaction, Account Manager, CSR, and Back Office Operations portals.
CAManager/install PegaCSSample Customer service manager with access to the Interaction portal.
SfaSysAdmin PegaSalesAutomation Sales automation administrator with access to Designer Studio, Sales Rep, Sales Manager, and Sales Ops portals.
SfaSalesOps/install PegaSalesAutomation Sales representative with access to the Sales Ops portal.
SfaSalesRep/install PegaSalesAutomation Sales representative with access to the Sales Rep portal.
SfaSalesManager/install PegaSalesAutomation Sales manager with access to the Sales Manager portal.

Integration rulesets

Pega Customer Service and Pega Sales Automation include the following integration rulesets to support Pega Customer Relationship Management use cases.

  • SAforCS – This ruleset is available in the Pega Customer Service application and contains Pega Sales Automation rules that override Pega Customer Service rules. The override rules include harnesses, data transforms, data pages, and sections that are required to present Pega Sales Automation service cases in the Pega Customer Service portals.
  • CSforSA – This ruleset is available in the Pega Sales Automation application and contains Pega Customer Service rules that override Pega Sales Automation rules. The overridden rules include harnesses, data pages, data transforms, and sections that are required to present Pega Customer Service service cases in Pega Sales Automation portals.

For information about how to create a new integration ruleset, see Creating integration rulesets in the Pega Customer Service and Pega Sales Automation implementation guides.


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