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Pega Customer Relationship Management for Communications suite sample components

Suggest edit Updated on February 9, 2018

The installation media for the Pega Customer Relationship Management for Communications 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 for Communications and Pega Sales Automation include an integration ruleset that is built on a shared customer relationship management application. To use the Pega Marketing for Communications application, install that application separately.

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

Pega Customer Relationship Management for Communications application stack

Each application in Pega Customer Relationship Management for Communications contains the following components:

  • Pega Customer Service for Communications
    • Built on Pega Customer Service and Pega Foundation for Communications
    • Rulesets
      • Integration ruleset
      • Pega Customer Service for Communications
      • Pega Sales Automation for Communications
  • Pega Sales Automation for Communications
    • Built on Pega Sales Automation and Pega Foundation for Communications
    • Rulesets
      • Integration ruleset
      • Pega Sales Automation for Communications
      • Pega Customer Service for Communications
  • Pega Marketing for Communications
    • Built on Pega Marketing
    • Rulesets
      • Communications artifacts and rules
      • Pega Customer Service for Communications artifacts and rules
      • Pega Sales Automation for Communications artifacts and rules

Pega Customer Service and Pega Sales Automation applications

Application rule nameUsage
CustomerServiceforCommsPega Customer Service for Communications application that has the integration ruleset CSCforSAC 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, Dialog, and Application Guide rulesets.
CSCSampleApplicationPega Customer Service for Communications sample application that has the customer relationship management for communications stub rules overridden to support Customer Relationship Management for Communications use cases. Contains sample data for demonstration purposes, such as dialogs and data transforms.
PegaSAForCommsPega Sales Automation for Communications application that has the integration ruleset CSforSAC 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 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 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 groupApplication ruleDescription
CPMC:SysAdminCSCSampleApplicationA Pega Customer Service administrator operator with access to Designer Studio, the Interaction Portal, the Account Manager portal.
CPMC:CSRCSCSampleApplicationA Pega Customer Service operator with access to the Interaction portal (the default portal).
CPMC:LeadCSCSampleApplicationA Pega Customer Service operator with access to the Interaction portal.
CPMC:ManagerCSCSampleApplicationA Pega Customer Service manager with access to the Interaction portal, Manager portal, and Express.
CSCSalesUserCSCSampleApplicationA Sales Automation operator with access to the Account Manager and interaction portals of the Pega Customer Service application.
PegaCRMC-SFA:SalesManagerPegaSAForCommsA Pega Sales Automation operator with access to the Sales Manager portal.
PegaCRMC-SFA:SalesRepPegaSAForCommsA Pega Sales Automation operator with access to the Sales Manager portal.
PegaCRMC-SFA:SalesOpsPegaSAForCommsA Pega Sales Automation operator with access to the Sales Manager portal.
CSCCSRSwitchAppCSCSampleApplicationA 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 For Communications 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/passwordDefault applicationUsage
RobertSmith/installCSCSampleApplicationCustomer 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.
DonaldRich/installSFACommsSampleSales representative with access to the Pega Customer Service application.
CSCCSR/installCSCSampleApplicationCustomer service representative with access to the Pega Customer Service application.
CSCSysAdmin/installCSCSampleApplicationCustomer service administrative operator with access to the Interaction, Account Manager, CSR, and Back Office Operations portals.
CSCManager/installCSCSampleApplicationCustomer service manager with access to the Interaction portal.
SFACSysAdminPegaSAForCommsSales automation administrator with access to Designer Studio, Sales Rep, Sales Manager, and Sales Ops portals.
SACSalesOps/installPegaSAForCommsSales representative with access to the Sales Ops portal.
SACSalesRep/installPegaSAForCommsSales representative with access to the Sales Rep portal.
SACSalesManager/installPegaSAForCommsSales manager with access to the Sales Manager portal.

Integration rulesets

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

  • SACforCSC – This ruleset is available in the Pega Customer Service for Communications application and contains Pega Sales Automation rules that override Pega Customer Service for Communications 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 for Communications portals.
  • CSCforSAC – This ruleset is available in the Pega Sales Automation application and contains Pega Customer Service for Communications 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 for Communications 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 for Communications and Pega Sales Automation implementation guides.

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