Sales Automation Contacts
Is it Mandatory to create a PegaCRM-Entity-Contact record for an opportunity case ?
Our Customer Service application sources customers and prospects data from multiple backend applications and doesn't even use CPMAddContact flow.
So wondering if Sales Automation also can operate in a similar manner without storing data in PegaCRM-Entity-Contact class. There are multiple data pages requiring pzInsKey of PegaCRM-Entity-Contact as a mandatory input parameter for progressing the Opportunity case, so trying to see how to bypass these checks.
***Edited by Moderator Marije to add Capability tags***
Intellativ
US
@Cara Presseau we enabled the application for both B2B and B2C sale modes, but primarily using the B2C Opportunity.
Pegasystems Inc.
IN
@ravi9779 - Sales Automation always recommend loading the data in the Pega database only. For this only, we are supporting data loaders through UI and data loaders through File listeners. So you can upload the data from the external database to the pega database by maintaining pyID and your external ID in the Pega system of record. If you do not want to load the data in the pega database, then you need to override more no. of Report definitions, which will take a good amount of time for you.
Intellativ
US
@Mahesh thank you.
For overriding report defs, I believe using external id on sales cases is more appropriate than ContactID, correct ?
On the data upload topic - please note that there are tens of millions of customer records to be migrated with some of the challenges listed below
1) clients storing data in multiple backend systems/ billing systems/marketing databases.
2) clients not allowing to upload all of their customer data to Pega cloud or any public cloud
3) the same Contact having different IDs especially in marketing databases
Ongoing data synch up will be another challenge. I see that Pega had provided connect-sql rules for different database vendors, however direct database connectivity from Pega cloud to client's internal databases is not always possible.
If there is an easy way for SA to refer external contact data instead of updating many report definitions and other rules, it would be great.
By not having contact entity in PegaCRM, I understand that clients may not get all other benefits such as relationship intelligence, Contact view, customer movie etc. - all great features. But we are getting use cases where external contacts reference is required.
Intellativ
US
@Cara Presseau how are you handling emails using EWS for B2B Opportunity cases, if the contacts are not used?