Service request data model
In the Constellation architecture, the Common Data Model allows the Pega Customer Service application to store both read-only and editable copies of reference data within service requests. This approach ensures that both the original and updated information is available for reporting and case review purposes.
The read-only copies of properties such as Account, Contact, and ServiceAccount, are used for displaying point-in-time data, reporting, and before-after comparisons. These properties follow the naming convention of .Account, .Contact, .ServiceAccount, etc., and are provided in the PegaCS-Work class. They should not be overridden in any subclass. These properties are data reference properties with Reference data is copied to the page option selected.
The editable copies of properties such as Account, Contact, and ServiceAccount, are used for editing and updating entity data. These properties follow the naming convention of .Account_Case, .Contact_Case, .ServiceAccount_Case, etc. Just like the read-only properties, they are also provided in the PegaCS-Work class and they should not be overridden in any subclass. Editable copies of properties are data reference properties with Reference data is copied to the page option selected. The editable property for an entity should only contain the attributes that can be updated by the service case, which can be achieved by referencing a data transform in the Optional Data Mapping field of the property rule. The data transform should leverage the primary fields for the service case to identify the entity attributes which need to be copied over to the editable entity property.
Data update strategy
When updating data that needs to be saved externally to the case, it is essential to use the Save data page automation with the Use associated property option selected. Calling a standalone activity should always be avoided. For updates to entity data, ensure you are using the editable copy of the entity in form views to edit the data and in save data page automation to save the data. Audit notes should be meaningful and based on the change or action undertaken, such as Address updated. Being specific with audit notes is crucial for maintaining accurate records.
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