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The CRM application stack

Overview

The Pegasystems customer relationship management (CRM) suite of products includes Pega Customer Service™, Pega Sales Automation™, Pega Marketing™, and Pega Customer Decision Hub™. This suite provides an agile approach to managing customer relationships by allowing business users to drive business change while minimizing requirements on IT staff.

Core decisioning capabilities are packaged with Pega Platform™. Installing Pega Customer Decision Hub as a layer above the Pega Platform provides additional functionality. The Pega Customer Decision Hub application includes a Next Best Action capability and campaign management channel used by Pega Marketing to implement features used by the Pega Sales Automation application.

The following image shows the CRM application stack:

CRM application stack

The Pega CRM installation includes both Pega Sales Automation and Pega Customer Service. Pega Customer Service is only enabled if licensed.

Pega Sales Automation sales representatives and sales managers can use the local campaigns feature of Pega Marketing to create local sales campaigns. This allows sales representatives to send personalized email and SMS campaigns to their Pega Sales Automation contacts.

If local campaigns or next best actions are a part of the sales strategy, Pega Marketing must be installed; Pega Marketing is installed separately from the CRM install. For information about the requirements for using local campaigns in Pega Sales Automation, see Configuring the integration between Pega Sales Automation and Pega Marketing in Pega Sales Automation Implementation Guide.

A new fully Unified CRM installation includes the following portals; Pega Customer Decision Hub, Pega Marketing, Pega Sales Automation, and Pega Customer Service.

Once all installations are complete, and gap analysis has been performed, customization can be performed in the application implementation layer.

For information on the Pega Sales Automation application stack, read the Pega Sales Automation application stack section in the Overview of the Pega Sales Automation Implementation Guide.


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