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Optional: Configuring your Pega applications to support CRM

Updated on March 25, 2020

These procedures are required only if you will use the Pega Customer Relationship Management suite of applications to share data and service cases across the Pega Customer Service, Pega Sales Automation, and Pega Marketing applications. These procedures involve configuration across multiple applications, and therefore include links to multiple application implementation guides.

Before you begin:

Your Pega Customer Service, Pega Sales Automation, and Pega Marketing applications must already be created as described in Creating your implementation application.

If you have installed industry-specific applications on top of Pega Customer Service and Pega Sales Automation, complete these configuration steps in the industry applications, and not in the Pega Customer Service or Pega Sales Automation applications. For instructions, see the implementation guide for the industry application on Pega Community.

To configure your Pega applications to support shared features, complete the following steps:

  1. For environments that include both Pega Customer Service and Pega Sales Automation, complete the following steps:
    1. Add the Pega Sales Automation implementation rulesets to your Pega Customer Service application, and add the Pega Customer Service implementation rulesets to your Pega Sales Automation application. See Adding shared rulesets.
    2. Create an integration ruleset for your Pega Customer Service and Pega Sales Automation applications, and then add the integration ruleset to the top of the ruleset stack for each application. See Creating integration rulesets.
    3. Enable the Pega Customer Relationship Management features.
    4. In your Pega Customer Service application, update the operator access groups to include the CustomerService:CSRSalesAccess role that is required to access the shared features.
  2. For environments that also include Pega Marketing, complete these additional steps.
    1. Configure your Pega Customer Service application to support Pega Customer Decision Hub.
      1. Enable Pega Customer Decision Hub. See Configuring application settings.
      2. Configure Customer Decision Hub settings. For each setting, copy the rule to the highest ruleset shared by Pega Customer Service and Pega Sales Automation, and save your changes in that ruleset. See Configuring Customer Decision Hub.
    2. In Pega Marketing, configure the application to support the Pega Customer Relationship Management features.
      See "Configuring Pega Marketing to support the Pega Customer Relationship Management features" on the Pega Marketing Implementation Guide on the Pega Marketing product page.
    3. In your Pega Sales Automation application, configure the integration between Pega Sales Automation and Pega Marketing.
      See "Configuring the integration between Pega Sales Automation and Pega Marketing" in the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.
    4. In your Pega Sales Automation application, test the integration with Pega Marketing local campaigns.
      See "Testing the Pega Sales Automation integration with Pega Marketing local campaigns" in the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.
    5. In Pega Marketing, train the adaptive model for sales offers.
      See "Configuring Adaptive Decision Manager for sales offers" in the Pega Marketing Implementation Guide on the Pega Marketing product page.
    6. In Pega Marketing, run a Marketing campaign for batch evaluation.
      See "Running a marketing campaign for batch evaluation" in the Pega Marketing Implementation Guide on the Pega Marketing product page.
    7. In your Pega Sales Automation application, test the integration with Pega Marketing next best offers.
      See "Testing the Pega Sales Automation integration with Pega Marketing next best offers" in the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.

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