Question

Pega CRM For Communications

Hi all,

IWe've seen that there is an existing Pega CRM suite of applications which contains Pega Marketing, Pega Customer Service and Pega Sales Automation:

https://www1.pega.com/products/crm-applications

And refering to this application stack:

https://community.pega.com/sites/default/files/media/images/2018-08/crm-sample-app-rulesets.png,

we should install:

1) Pega Platform

2) Pega Customer Decision Hub (it comes by default as far we know)

3) Pega CRM and at the same level Pega Marketing

3-1) Pega Customer Service and at the same level Pega Sales Automation

3-2) Pega Marketing integration in Pega CRM

At this point, to ensure that our applications are correctly installed and implemented, we followed the implementation guide for each of the applications. But something went wrong because the application named PegaSA_Marketing -where we configure everything- does not exist.

- What have we done wrong to not be able to see this application? If we want to implement these applications as CRM we should do it that way.

- We want to use the Pega CRM suite of applications extending it with much more applications and capabilities (as Pega Social, Pega Call, NBAAdvisor etc..), how should we do this implementation?

By the other hand, we are looking for the installation and implementation of the Pega For Communications suite:

https://www1.pega.com/industries/communications

which include Pega Marketing For Communications, Pega Customer Service For Communications, Pega CPQ For Communications and Pega Fulfillment Control Center.

- How do we implement the CRM to support Communications applications?

- Additionally to this implementation of Pega Communications, we want to use it like a CRM and supporting another applications and features like Product Catalog (from Pega Foundation For Communications), Pega Sales Automation etc.. Is there a recommended way to do this implementation to support Comms as Pega CRM for Communications?

There are many questions and we're quite confused about the way of implement Pega CRM to support Communications and other features.

Thank you very much for the clarification

Correct Answer
February 21, 2019 - 8:30am

Hey Brice!

My SME said that this is relevant for 8.1 as well and she'll look to getting it updated.

Thanks!

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January 11, 2019 - 2:19pm

Hi @Bricebrice,

Have you reached out to your Account Executive regarding this issue? 

Marissa | Community Moderator | Pegasystems Inc.

January 12, 2019 - 6:23am
Response to MarissaRogers

Hello Marissa,

Thank you for answering. 

We solved some of theses issues -like be able to see/access PegaSA_Marketing application- reinstalling all the applications from the beginning. However it was very difficult to know in which order we should follow the steps in order to install and implement all the applications to get a CRM For Communications.

The purpose was to connect and integrate the applications OOTB in a CRM For Comms way. Thanks to this, we should be able to see how Pega manage to work with CRM4C ootb features (case types, connectors etc..). Nowadays and after doing the reinstallation, we notice that some of the points in the guides are not up-to-date, cf; some access groups don't exist or some steps are quite confusing. 

We would consider some help with this kind of implementation. We already read the guides many times of each product, and we're still confused.

How could we manage to have a successfull installation/implementation? Is there a place where we can find what is the correct process for this?

Thank you

February 20, 2019 - 8:23am

Hi @Bricebrice!

I reached out to some of our internal SMEs and they suggested that I direct you to this Knowledgebase Article: Pega Customer Relationship Management for Communications suite of applications

Hope that helps!

Marissa | Community Moderator | Pegasystems Inc.

February 20, 2019 - 9:31am
Response to MarissaRogers

Hi Marissa, 

Thank you for the answering, I see that there is some good information in here, but it seems to be from the 7.31 version. Is there any similar document for pega 8.1 version?

Regards

February 21, 2019 - 8:30am
Response to Bricebrice

Hey Brice!

My SME said that this is relevant for 8.1 as well and she'll look to getting it updated.

Thanks!

Marissa | Community Moderator | Pegasystems Inc.

February 21, 2019 - 9:21am
Response to MarissaRogers

Great :)! 

Thank you for answering.