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Unified Pega Customer Relationship Management for Communications 7.31 features

The following table lists the unified Pega® Customer Relationship Management for Communications 7.31 features across the Pega Customer Service for Communications, Pega Sales Automation, and Pega Marketing for Communications applications.

Pega Customer Service for Communications Pega Sales Automation Pega Marketing for Communications
Built on a common customer relationship management (CRM) application to promote feature reuse. Built on a common CRM application to promote feature reuse. A single CRM marketing application that is shared by the Pega Customer Service and Pega Sales Automation applications.
Simplified process for new application creation for CRM implementations. Simplified process for new application creation for CRM implementations. Pega Marketing for Communications artifacts are configured to enable the reuse of actions and offers across sales and service applications.
Customer contact data is synchronized automatically between sales and service applications upon update. Customer contact data is synchronized automatically between sales and service applications upon update. Leverage customer contact data from sales and service applications to provide corresponding offers and actions.
Extension points synchronize contact data between CRM applications during implementation. Extension points synchronize contact data between CRM applications during implementation. Pega Marketing for Communications events are published to the Customer Movie event store.
CRM features can be enabled or disabled by using a switch. CRM features can be enabled or disabled by using a switch.  
Leverages Next-Best-Action suggestions from Customer Decision Hub. Leverages Next-Best-Action suggestions from Customer Decision Hub.  
Marketing Offer Advisor runs natively within Pega Customer Service. Marketing Offer Advisor runs natively within Pega Sales Automation.  
Marketing Offer Negotiator runs natively within Pega Customer Service. Marketing Offer Negotiator runs natively within Pega Sales Automation.  
A shared customer composite between the sales and service applications provides a common view of the relationship with the customer. A shared customer composite between the sales and service applications provides a common view of the relationship with the customer.  
Recent sales activity for the current customer displays in the customer composite. View the Customer Service interaction history for contacts.  
Recent sales leads for the current customer displays in the customer composite. View the Customer Service service case history for contacts.  
Recent sales opportunities display in the customer composite. View the products that are associated with a customer/contact.  
Recent marketing activity displays in the customer contact composite view. View the products that are associated with a customer.  
Automatically create a sales lead when a marketing offer is accepted. View the marketing history that is associated with a customer/contact.  
Automatically send a followup email to a customer when a marketing offer is deferred. View community posts that are made by a customer/contact.  
Customer service representatives (CSR's) can create sales leads for customers through the Pega Customer Service application. View customer composite elements in Pega Sales Automation.  
CSR's can create sales opportunities through the Pega Customer Service application. Launch Pega Customer Service cases from the Sales Portal.  
CSR's can schedule an appointment with a sales representative from the Pega Customer Service application. Create Pega Customer Service complaints from the Sales Portal.  
Authorized users can toggle between the service and sales applications. Extend Pega Sales Automation to create other Pega Customer Service case types from the Pega Sales Automation portals.  
The Customer Timeline (Customer Movie), which contains events from the sales, service and marketing applications, displays in the customer composite. Automatically send a followup email to a customer when a marketing offer is deferred.  
Pega Customer Service events are published to the Customer Movie event store. Sales representatives automatically receive a mobile notification when a sales lead is created from the Pega Customer Service application.  
  Authorized users can toggle between Customer Service and Sales applications.  
  Sales Automation events are published to the Customer Movie event store.  

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