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Relationship or spine table included with the Pega Customer Relationship Management suite

In a 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 assumed 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 Contact relationship table, crm_data_contact_xref, has CRMEntityId and ExternalSystem as columns. CRMEntityId is the master record key based on the assumption that Pega Sales Automation is the master system of record.

Contact relationship table

The following table shows the contact relationship table structure and sample record pattern. The contact relationship table is crm_entity_contact-xref.

CRMEntityID

ExternalID

ExternalSystem

PEGACRM-ENTITY-CONTACT CON-123

CON-890

CS

Organization relationship table

The following table shows the organization relationship table definition and a sample record pattern. The organization relationship table is crm_data_org-xref.

CRMEntityID

ExternalID

ExternalSystem

PEGACRM-ENTITY-ORG ORG-123

ORG-890

CS

Relationship management table mappings

The relationship management tables are mapped to the following data classes:

  • The PegaCRM-Data-EntityxRef-Contact data class is mapped to the crm_entity_contact-xreftable.
  • The PegaCRM-Data-EntityxRef-Org data class is mapped to the crm_entity_org-xref table.

All of the above rules, classes, properties, and data pages are available in the PegaCRMBase application.

Published October 22, 2018 — Updated October 25, 2018

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