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Pega Customer Relationship Management for Communications integration with Pega Marketing

Suggest edit Updated on January 5, 2018

The Pega Customer Relationship Management for Communications suite includes a PegaMarketingforCommunicationsSample_731.jar file that contains the sample artifacts for the integration with Pega Marketing for Communications and Pega Customer Decision Hub. The sample artifacts assume an architecture where Pega Marketing for Communications and the calling applications (Pega Sales Automation, Pega Customer Service for Communications, or both) are installed on the same Pega Platform instance and database server. You can use this architecture for evaluation and demonstration purposes. For information about how to implement the Pega Customer Relationship Management for Communications suite of applications, see Configuring your application for Pega Customer Relationship Management in the implementation guide for each application in the suite.

To allow Pega Marketing for Communications to access the contacts in Pega Sales Automation or Pega Customer Service for Communications, a database view is built on the crm_entity_contact and COMMS_CUSTOMER_MASTER tables in the NBAM_External schema. The database view is mapped to the Customer class in the Pega Marketing for Communications application. Flows in Pega Marketing for Communications use the attributes from the Customer class to locate the targeted segment of customers.

The following figure shows how Pega Customer Relationship Management for Communications integrates with Pega Marketing for Communications and Pega Customer Decision Hub.

Pega Marketing integration with Pega Customer Relationship Management

You can configure Pega Sales Automation, Pega Customer Service for Communications, and Pega Marketing for Communications on different Pega Platform instances or versions. However, these instructions assume that all applications are installed on a single Pega Platform instance and version, that the applications are maintained separately, and that the integrations between them are handled through Federated Case Management or REST services.
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