Pega Sales Automation PDF

Pega Sales Automation
Importing the Pega Sales Automation sample application package

Pega Sales Automation includes a sample application package that you can use to demonstrate the application's
features. The sample application package consists of a sales manager, Sarah Kendall, and her ten direct reportees as
sales representatives. It also includes the following data types and tools:
Sample data for organizations, accounts, contacts, leads, opportunities, sales teams (operators and their sales
goals), engagement maps, and tasks
Utilities to reset the sample data
A Pega Web Mashup gadget for leads
Sample vendor information to demonstrate the creation of contacts from business cards
To import the sample application package, complete the following steps:
Importing the sample application package

Verifying the sample application package
Resetting the sample data
Generating timeline data for sample contacts
Resetting the artificial intelligence data
Importing the sample application package

You must import the sample application and the sample data that it contains into the Pega Platform instance that
includes the Pega Sales Automation code base. The RAP file PegaCRMSample_DDL.jar includes Rule-Application:
SAPlus01.01. The rules that are related to the sample implementation are in the SAPlus:01-01 ruleset.
1. Log in to the Pega Platform by entering the administrator credentials for your implementation.
2. In Dev Studio, click Configure > Application > Distribution > Import.
3. Click Choose File and browse for the the PegaCRMSample_DDL.jar file from the Sample folder on your distribution
media.
4. After the file is uploaded, click Next.
5. Log out of the Pega Platform and log in to the sample application by entering the credentials for the
sfasamplesysadmin operator ID.
7. Click Choose File and browse for the PegaCRMSample_DML.jar file from the Sample folder on your distribution
media.
8. After the file is uploaded, click Next.
Verifying the sample application package

To verify that the sample package is installed correctly, log in to Pega Sales Automation and confirm the presence of
sample data for accounts, contacts, leads, opportunities, sales teams (operators and their sales goals), engagement
maps, and tasks.
To verify data in the Sales Rep portal, complete the following steps:
1. Log in to Pega Sales Automation by entering the credentials for the operator tmason.
2. In the Sales Rep portal navigation pane, click a menu item to confirm the presence of the sample data.
For example, to confirm the presence of sample data for opportunities, click Opportunities. The list of sample
opportunities should be displayed in the Opportunity screen.
To verify data in the Sales Manager portal, complete the following steps:
1. Log in to Pega Sales Automation by entering the credentials for the operator skendall.
2. In the Sales Manager portal navigation pane, click a menu item to confirm the presence of the sample data.
For example, to confirm the presence of sample data for opportunities, click Opportunities. The list of sample
opportunities should be displayed in the Opportunity screen.
Resetting the sample data

The provided sample data uses default time periods. Many dashboard widgets in Pega Sales Automation require that
data be in the current quarter or within the six month period that is immediately prior to the current date. You can use
the Reset Sample Data utility to update the default time periods so that your dashboards and forecasts display current
data.
1. Log in to the Pega Platform by entering the credentials for the sfasamplesysadmin operator ID.
2. Click Launch web interface > SFA for Sales Ops.
3. In the navigation pane, click Tools.
4. Click Reset Sample Data.
When you run the Reset Sample Data utility, the application invokes the PrepareDemoData activity rule to compare the
sample time periods that are provided with the current system date. Verify that time periods are created.
The SampleDataEndDate dynamic system setting in Pega Sales Automation stores the end date of the sample data.
This setting changes for each release as the sample data is updated. The Reset Sample Data utility uses the
current system date and the dynamic system setting date to compute the number of days to add to make the
sample data current. For example, if the current system date is June 30, 2017 and the SampleDataEndDate value is
March 31, 2017, the Reset Sample Data utility adds 90 days to the SampleDataEndDate setting to make the time
periods current.
The logic moves created dates and closed dates.
Generating timeline data for sample contacts

After you reset the sample data, you can generate timeline data for the sample contacts.
4. Click Populate Customer Movie.
5. On the Execute Populate Customer Movie dialog box, in the Populate for field, select one of the following options:
To generate timeline data for all sample contacts, select ALL.
To generate timeline data for a specific sample contact, select One. You are then prompted to enter a Contact
ID.
6. Click OK.
Resetting the artificial intelligence data

If you have activated and trained the Pega Sales Automation adaptive models for artificial intelligence (AI), you can use
the Reset AI Data utility in the application to display AI data for your leads, opportunities, and dashboards. For more
information, see Activating and training Pega Sales Automation adaptive models for artificial intelligence.
2. Click Launch web interface > SA for Sales Ops.
4. Click Reset AI Data.
When you run the Reset AI Data utility, the application performs the following activities:
Resets the NBA Quadrant data

Resets the hiring date details for sales representatives between 3 months to 18 months
Resets the create date time for leads and the date of birth for contacts to get Call contact and Convey birthday
wishes to contact next-best-action recommendations
Sets trend data for opportunities and organizations for opportunity insights and next-best-action recommendations
Takes a snapshot of opportunities and updates predictor tables
Resets the create date of leads to set the lead age and average time to convert leads predictors
You can update the Pega-provided sample data by using the Pega Sales Automation Data Import wizard. For more
information, see Importing the Pega Sales Automation sample data.
Because the application maintains unique IDs for sample data, when you update the sample data, in the Data Import
wizard, in the Purpose field, you must select the Add or update option.
Demonstrating lead capture from web forms in the Pega Sales

Automation SAPlus sample application
Pega Sales Automation includes a sample application that you can use to demonstrate the application's features. You
can use Pega Web Mashup with Pega Sales Automation to expose a section as a form on a customer-facing website to
generate leads in the application. Sample Pega Web Mashup rules are provided in the SAPlus sample application so that
you can demonstrate lead capture from a web form.
Before you can demonstrate this feature, configure a gadget by using Pega Web Mashup and embed it in the
BusinessLeadCreationScreen section in the sample application. Ensure that the HTML source for the section
contains the following information:
pega.web.config.appName = "SFASample"
pega.web.config.systemID = "NBAA"
PegaA_params=[UserIdentifier:" ", Password:" "} –
Enter the credentials for any operator in the sample application.
Add the BusinessLeadCreationScreen portal to the access group for the operator that you specified in the HTML
source for the BusinessLeadCreationScreen section. Use this operator to demonstrate the lead capture process.
The following figure displays a sample application portal:

Pega Web Mashup customization
The following table displays the application records, forms, and rules that are used by the Pega Web Mashup gadget:
Record Form Rule

Flow crmCreateLeadWeb PegaCRM-Work-SFA-Lead
Data Transform crmDefault_Web PegaCRM-Work-SFA-Lead
Harness New_Web PegaCRM-Work-SFA-Lead
Harness Confirm_Web PegaCRM-Work-SFA-Lead
If you need to change the UI for the gadget, you must update the user interface rules that are defined in theNew_Web
and Confirm_Web harnesses.
The default values for the new lead that is created from the gadget are defined in the crmDefault_Web data transform.
The default territory for the new lead is BT1 (that is, Global).
The default owner for the new lead is the operator that is used to authenticate the gadget.
The default stage for the lead is Assigned.
You can modify the default values for your implementation as needed.
The following figure displays the default values that are specified in the crmDefault_Web data transform:
Demonstrating optical character recognition scanning in the Pega

Sales Automation SAPlus sample application
Pega Sales Automation includes a sample application package that you can use to demonstrate the application's
features. If you are using the Pega Sales Automation mobile app, you can use optical character recognition (OCR)
technology to scan a business card and create a contact in the Pega Sales Automation application. You use your mobile
device's camera to take a picture of a business card and send it to a third-party OCR software vendor, where it is parsed
into a standard output, such as XML or JSON. The result is then mapped back to Pega Sales Automation to create a new
contact record. You can demonstrate this feature by using the Pega Sales Automation SAPlus sample application.
Third-party OCR software vendor

To demonstrate the OCR functionality, the sample package uses the software company Abbyy as the third-party OCR
software vendor. Before you can use the sample package to demonstrate the OCR functionality, you must create a
username and password.
1. Access the Abbyy website at http://cloud.ocrsdk.com.

2. Click Register. This creates an account where you can specify an application name.
After you create an account and an application, Abbyy sends an email to the email address that you used to register the
account. The email contains the application ID and password that you need to use when defining parameters for the
getCardData Java API method. The Abbyy OCR functionality is available in the sample application when the Abbyy
application configuration is complete.
Pega Sales Automation extension points for OCR

Pega Sales Automation uses the GetCardData activity and the BusinessCardParseData data transform extension points
to manage OCR scanning functionality.
GetCardData activity
In the sample application, the GetCardData activity calls the getCardData Java API method, which accepts the following
arguments:
File content
Abbyy project name
Abbyy project password
The file content is passed into the GetCardData activity from the ScanBusinessCard activity, which contains the image of
the scanned business card.
The Java API method getCardData comes from a custom Java JAR file called PegaCRMAbbyy.zip, which is a Java wrapper
application that calls the Abbyy software. It is included in the SAPlus sample application RAP.
BusinessCardParseData data transform
The BusinessCardParseData data transform maps the data that is returned from the third-party software vendor to the
contact work object in the Pega Sales Automation application. Abbyy returns an XML structure after processing the file
image that is received from the app. In the sample application, the data in the XML structure is placed in the data
structure PegaCRM-Int-BusinessCard-Abbyy- by using the following subclasses:
DocumentType
BusinessCardType
FieldType
CharactersType
CharType
FieldComponentsType
FieldComponentType
The BusinessCardParseData data transform then maps the data from the XML data model to the contact data structure
and makes it available in the application.
Pega Sales Automation data import

This article guides you through the process of importing your data into the Pega Sales Automation application. Analyze
your data, prepare it for the import, and choose an import method that meets your business requirements.
To import your data into Pega Sales Automation application, use comma-separated values (CSV) files. The columns in
the CSV files are mapped to fields in the Pega Sales Automation data model by using templates. The following image
outlines the data import process:
The data import process is divided into the following major steps:
1. Preparing the data

2. Importing the data
You can use one of the following options for uploading the CSV files into your application:
1. Data Import wizard (see Importing the data)

2. Data import File Listener, recommended only for large data volumes (see Using the data import File Listener)
For more information, see:
Pega Sales Automation entities

Pega Sales Automation sample data templates
Data import scenarios
Preparing the data

The columns in the comma-separated values (CSV) files are mapped to fields in the Pega Sales Automation data model
by using templates. There are default Pega Sales Automation templates and there are templates for Salesforce and
Siebel data.
Before starting the import, review the following best practices:
Analyze the type of data that you have and how it relates to the Pega Sales Automation entities and their fields.
Use the Pega Sales Automation sample data templates as examples when creating your CSV files to ensure that
the CSV file you want to import contains the fields and values that are allowed by Pega Sales Automation and that
all required fields are provided. If you find that the default templates do not fulfill your requirements, you can
extend them. For more information, see Data import scenarios.
Make sure that the data types are correct and that date formats are unified across all the CSV files. The Data
Import wizard supports the following ISO 8601 date and time formats:
hhmmssZ
hhmmssffffff
hhmmss+|-hhmm
hh:mm:ss.ffffff
hh:mm:ss.ffffff+|-hh:mm
yyyymmdd
yyyymmddThhmmssZ
yyyymmddThhmmssffffff
yyyymmddThhmmss+|-hhmm
yyyy-mm-dd
yyyy-mm-ddThh:mm:ss.ffffff
yyyy-mm-ddThh:mm:ss.nnnnnn+|-hh:mm
Make sure the relationships between the records are maintained to ensure proper associations between the
entities. You can use VLOOKUP in your Excel files to match parent record IDs with child records in your export CSV
files. For example, check if contacts are linked to the Accounts that they are related to.
Next: Importing the data.
Pega Sales Automation sample data templates

Use the Pega Sales Automation sample data templates as examples when creating your comma-separated values (CSV)
files to ensure that the CSV file that you want to import contains the fields and values that are allowed by Pega Sales
Automation and that all required fields are provided. If you find that the default templates do not fulfill your
requirements, you can extend them. For more information, see Data import scenarios.
Sample data templates

Pega Sales Automation - PegaSalesAutomationDataImportTemplates.zip
Pega Sales Automation for Financial Services -
PegaSalesAutomationforFinancialServicesDataImportTemplates.zip
Pega Sales Automation for Healthcare - PegaSalesAutomationforHealthcareDataImportTemplates.zip
Pega Sales Automation for Insurance - PegaSalesAutomationforInsuranceDataImportTemplates.zip
Salesforce sample data templates - Salesforce_Sample_CSV_Templates.zip
Siebel sample data templates - Siebel_Sample_CSV_Templates.zip
Pega Sales Automation entities

The Pega Sales Automation data model consists of a set of standard business objects that support the sales process.
Review the provided list of entities to ensure that your data import is successful:
Territory
Partner
Operator
Time period
Sales goal
Organization
Accounts
Contact
Household
Lead (individual)
Lead (business)
Product
Competitor
Opportunity (individual)
Opportunity (business)
Task
Customer activity
Pega Pulse
Territory
Territories are used to manage the individual members of your sales organization and to grant access to the accounts,
contacts, leads, opportunities, organizations, and households in the Pega Sales Automation application.
Territory ID is mandatory for most of the Pega Sales Automation objects.
If you have not activated territory management, set a default global territory value called BT1 for territories.
Review the following sample .CSV file:
Forecast manager, Forecast delegate, and Parent territory values must exist prior to the import. These columns
need to be updated with your implementation-specific groups.
Forecast manager and Forecast delegate fields should not be the same in the .CSV file.
Partner
With Pega Sales Automation, you can work directly with external agencies, resellers, and sales partners by granting
them access to your local implementation. Review the following sample .CSV file:
Operator
An operator is an individual user of the Pega Sales Automation application: either a member of your sales team, a
partner's sales team, or an administrator.
You must update the Operator Type column with your implementation specific access groups.
To import the reporting hierarchy, perform the following steps:
1. Import users.
2. Update the External owner ID’s under the Reports To column.
3. Re-import the .CSV file.
Time period
Sales goals are measured against specific time periods. You can set up time periods with different frequencies (for
example, fiscal year, quarter, and month) that are interdependent.
Ensure that the parent frequency time period exists and has valid start and end dates.
If the fiscal year, quarter, and month records are all included in a single file and validation occurs, only the fiscal
year records are imported.
Sales-goal
Sales goals give sales managers the ability to plan quarterly or monthly goals for sales representatives based on a
variety of metrics. Sales goals are measured against specific time periods. You can set up multiple time periods in the
application, for example, a year, a quarter, or a month.
Organization
An organization represents the top level of the business hierarchy. An organization can be a specific business, holding
company, or corporation. Organizations have one or more child entities in the form of accounts. Organizations are used
in B2B selling only. You must update the Owner column with your implementation-specific groups.
Review the following sample .CSV file:
Accounts
Accounts are economic decision-making units. Accounts are used in B2B sales to represent the logical or physical groups
to which products or services are sold.
Use external IDs of the automatically created accounts to relate with other entities, for example, contact, leads,
and opportunities.
Before importing accounts, make sure that you enable the Autoaccountcreation Dynamic System Setting.
Contact
A contact is a person who is a prospect or a customer.
In B2B sales, a contact is usually an employee of the organization to which you are selling.
In B2C sales, a contact is the person interested in making a purchase.
Household
A household is a group of contacts with one of the members as a head of household. A household usually represents
members of a family or contacts living at the same address. A household can also be used to group any set of contacts
that share a commonality and have a primary contact person. Review the following sample .CSV file:
Provide a valid start date and end date with the supporting format.
Provide a valid contact identifier as a household member.
Lead (individual)
A lead is a prospective customer of a product or service. Once qualified, leads can be converted to a contact or to an
opportunity. Review the following sample .CSV file:
Use the Lead Individual column to load business-to-customer (B2C) leads.

Provide a valid Owner name based on your implementation-specific groups.
Lead (business)
A lead is a prospective customer of a product or service. Once qualified, leads can be converted to a contact or to an
opportunity. You need to use Lead column to load business-to-business (B2B) selling mode leads.
Product
Your products are the goods and services that you sell to your customers. Pega Sales Automation supports the following
product hierarchy:
Categories
Families
Groups
Products
You must perform multiple imports to load multiple product hierarchies. For example, for the hierarchy: category,
family, group, and products, you must perform four separate imports and load the products in the same order.
Before you import the product hierarchy data, enable engagement maps.
Competitor
Your competitors are other organizations that sell similar products to the same base of customers. Enter product and
competitor information in the application to align opportunities with product offerings and to identify your competitors
so you can differentiate your product.
Opportunity (individual)
You can customize the opportunity case types by modifying the Pega-provided stages or by adding your own stages and
steps to reflect the processes. Use the Opportunity individual column to load B2C opportunities.
Opportunity (business)
An opportunity is a qualified deal or a potential sale that you track, develop, and manage. Opportunities often begin as
leads that have been qualified. Opportunities are the foundation of your sales pipeline, goal attainment, and forecast.
Use the Opportunity column to import B2B opportunities.
Task
Tasks are reminders of actions or processes for sales teams to follow.
Update the Start date and Due date fields according to the Pega Sales Automation validation standards. For example, a
due date of a task cannot be in the past.
Customer activity
Activities are interactions with prospects or customers, such as phone calls, meetings, and co-browse sessions.
Use the customer loader to import customer activities.

The Outcome field is mandatory for all Sales Automation activities.
Pega Pulse
Pega Pulse adds social activity stream capabilities to your user interface. With Pega Pulse, application users can
collaborate in real time, share comments, files, and URLs with other users, and take action directly from an activity
stream. Review the following sample .CSV file:
Use the pulse loader to import the Feed post and Feed Comment fields.
Update RelatedTo and PostedBy information based on your implementation specific groups.
Data import scenarios

During the data import process, you might need to perform additional actions. To make sure that your data maps
correctly, review the following list of the most common scenarios:
Importing multiple addresses

It is possible to import multiple addresses for the Organization, Account, and Contact entities. You can only add one
address per row. If you want to add multiple addresses for existing records, you must copy the entire record and update
the address by passing the record identifier. The Data Loader recognizes multiple rows for addresses during insert or
update.
Adding missing target fields

If there are fields in your source that do not exist in the template, for example, if there is a field in the source called
‘Salutation’, which is not available in the template, check if there is a field in the object you can map to. If there is no
suitable field, you must add it.
The column headers in your CSV files must be unique as they correspond to field names in Pega Sales Automation. For
example, if you want to import the ‘Salutation’ field from your CSV file to a property called ‘Salutation’, ensure that the
column header for the salutation is “Salutation”. For more information, see Editing dynamic layouts with Live UI.
Editing drop-down values

If you need to customize drop-down values for fields in Pega Sales Automation, first modify the objects in your
application, then use them in the CSV files. Pega Sales Automation rejects records if the drop-down values in the CSV file
do not exactly match the values in Sales Automation drop-downs.
Mapping external application's ID

Use the Mapping options to resolve foreign key relationships from the external file and to populate the appropriate
internal foreign key value in Pega Sales Automation.
The Mapping options allow users to set fields by using lookups, decision tables, or decision trees. For example, if you
have a territory ID in your source file but want to populate the territory name related to the ID in your target field, you
can use a lookup to search by the ID and populate the respective name.
There are default fields available to use for external IDs that are retrieved by using a lookup.
Importing the data

To upload comma-separated values (CSV) files into your application, you can use the Data Import wizard or the Data
Import File Listener (large data volumes only).
This article explains how to use the Data Import wizard. If you are using the Data Import File Listener, skip this article.
For more information, see Using the Data Import File Listener.
To import your data by using the Data Import wizard, perform the following steps:
1. Open the Data Import wizard.

1. Log in to Pega Sales Automation as a Sales Operator.
2. In the navigation pane, click Tools > Data Import wizard.
3. Select the data type that you want to import.
The types need to be imported in the order that they display in the drop-down menu due to their
dependencies.
2. Import data.
1. Select an import purpose:
1. To add only new records, click Add only. Updates to existing records are ignored.
2. To add and update records, click Add or update.
2. Click Choose File and select the CSV file that you want to import.
3. Map fields.
1. Select the template that you want to use.
If the purpose is set to Add or update, you can use the Update type to control how empty fields are
handled.
If the purpose is set to Add or update, the Match existing records by option allows you to choose the field
name with which existing records in the system will be identified for update.
4. Select import options.
1. Optional: To save mappings configured on the Map fields page in the wizard to a new or existing template for
future use, select Save import settings.
2. If this is the first time you are loading data from a data source, clear the Skip running validate rules check box.
Load only a few rows of data as a test before loading a full record set. Once you are confident about the
quality of your data, select the Skip running validate rules check box to reduce the throughput.
5. Validate and review.

1. Review the list of processed, added, and failed records before continuing the import.
2. If the entity has a parent, open a few instances in the context of their parent with which they are associated. If
files are imported in an incorrect order, associations between entities might be broken. For example, activities
would not show up in the associated contact if they were imported before the contact data.
Using the data import File Listener
The data import File Listener uses multi-threading to increase the throughput. This is faster than the data import wizard,
which uses a single thread. Always use the data import File Listener when importing large data volumes (millions of
rows).
Pega Sales Automation comes with a file listener for the following entities:
Operator
Contact
Household
Lead (individual and business)
Opportunity (individual and business)
Organization
Task
Customer activity
Territory
Account (in 8.2 version only)
The data import File Listener data import process is divided into the following steps:
1. Import recommendations
2. Preparing the data
3. Configuring the data import File Listener
4. Running the data import File Listener
Import recommendations
For best performance, while using the data import File Listener, keep in mind the following recommendations:
The size of the File Listener base upload should not exceed 1 million records in a single file.
Batch size value recommended for upload is 1000.
It is recommended to use Add Only mode for the initial data migration.
To improve performance, high-volume import process should not include generating unique IDs. Include pyID for
work object records in the import file. Update the unique ID stored in the pc_data_uniqueID table after importing
contacts. Set the value in the table to the highest pyID in the contact table.
Database indexes improve query performance, however, when updating a database table, indices can have a
negative impact if there are too many indices or a database table is very large. A table with 100,000,000 rows can
cause lower performance when modifying the table. Remove non-essential indices during the import phase.
Use the FilterHistory system setting to override the current application ruleset to stop the process of creating work
history. Set the history to "WRITE_NONE” and then run the History-Work-.resetFilterHistory activity or restart the
server.
Keep in mind that the number of threads per node should be the same as the number of CPUs on that node. By
doing this, you improve the performance of the initial load. After you complete the import, enable Audit history.
To ensure a maximum parallel processing, there must be as many input files for the file listener as there are
threads, because each thread is processing one file at the time.
Setting SkipValidation to true is not improving performance.
Preparing the data
Data import File Listener uses the same underlying APIs as the data import wizard to process files placed in
predetermined folders on the server. Importing data by using the data import File Listener always requires templates. If
necessary, you need to use the data import wizard to make any template changes prior to using the file listener.
Before starting the entire data import, import a few records to start with and fix any issues.
Configuring the data import File Listener

1. In App Studio, open the Setting > Application Settings > Features tab. The file listener configurations are available
at the bottom the page.
For Pega Cloud deployments, it is recommended to use SFTP server implementation. Move files to the
/usr/local/tomcat/work/sync-data folder.
1. Provide the base folder in the file listener source location. The file listener looks in one of the following
subfolders, depending on the object type being imported:
/Contact
/CustomerActivity
/Household
/IndividualLead
/IndividualOpportunity
/Opportunity
/Lead
/Operator
/Organization
/Task
Territory
/Account (in 8.2 version only)
2. Enter the file listener notification email addresses to which you want a notification email sent.
2. By default, the data import File Listener is configured to run with the following settings:
Template: SA_<name of objects>
Purpose: Add or update
If needed, change these settings by overriding the ResourceSettingsExtension data transform.
Running the data import File Listener

1. In Dev Studio, open the Records Explorer, click Integrations-Resources > File Listener, and open the file listeners
that you want to run.
2. Set the number of threads per node to the number of CPUs on that node on each file listener that you want to run.
3. In Admin Studio, click Resources > Listeners and start the file listeners that you want to run.
4. Place your files in the subfolder corresponding to the object type you are importing.
After an entire file is processed, output files are created in the WEB ROOT folder. The output file lists the failed records
along with information about the error. A data import results summary is emailed to the notification email addresses
that are provided.
Pega Sales Automation artificial intelligence-based opportunity
insights
Pega Sales Automation uses decisioning capabilities to provide predictive insights for opportunities.
The application provides the following predictions:
Probability to move to next stage

Win probability
Close date
Opportunity insights are displayed in the opportunity record for each opportunity. The widget is dynamic and responds
to changes, such as stage changes and changes in customer activity or contact growth.
The following figure displays sample data for an Opportunity insight:
Probability to move to next stage

Adaptive models predict the likelihood that an opportunity will move from the current stage to the next stage. The
application uses the average number of all opportunities that have moved from the current stage to the next stage as
the base propensity. The difference between the likelihood that an opportunity will move and the base propensity is an
indicator of how you are progressing with the opportunity.
Win probability
Adaptive models predict the likelihood of winning an opportunity. The application uses the average number of all won
opportunities for a given stage as the base propensity. The difference between the likelihood that you will win an
opportunity and the base propensity is an indicator of how you are progressing with the opportunity.
Close date
Adaptive models predict the quarter when an opportunity is most likely to close. The application compares the target
date range that is set by the sales representative and the predicted closing quarter to indicate whether the opportunity
close date is earlier than expected, on time, or delayed.
Historical data and adaptive learning

The application uses self-learning adaptive models to generate opportunity predictions. This approach is based on core
decision management capabilities and provides the flexibility to add and remove predictors as your needs change.
Historical data – The adaptive model provides a set of key predictors that are drawn from an analysis of data from
actual production environments. Production data was used to create weekly snapshots for each closed opportunity
over a two-year period. Over 2,000 opportunities were used to create the weekly snapshots and approximately
50,000 records were used to define the key predictors and train the adaptive models.
The following predictors are provided in the adaptive model:
Pega Sales Automation Pega Sales Automation for Financial Services
B2B and B2C opportunities B2B opportunity B2C opportunity
.ActiveDays .ActiveDays .ActiveDays
.Age (months or years in
.AllTotal30Vs90 .AllTotal30Vs90
business)
.AllUnique30Vs90 .AllUnique30Vs90 .AllTotal30Vs90
.ContactGrowthPast30Vs90Days .AnnualRevenue .AllUnique30Vs90
.CountOfClsPast30Vs90Days .ContactGrowthPast30Vs90Days .AnnualIncome
.OpportunitySource .CountOfClsPast30Vs90Days .ContactGrowthPast30Vs90Days
.OrganizationIndustry .CurrentAssets .CountOfClsPast30Vs90Days
.OrganizationRevenue .EstimatedCreditScore .CurrentAssets
.OrgDownloadActivity30Vs90Days .LoanAmount .EstimatedCreditScore
.OrgSubscrbeActivity30Vs90Days .MonthlyDebtToIncomeRatio .LoanAmount
.OrgWebsiteActivity30Vs90Days .MonthsInBusiness .MonthlyDebtToIncomeRatio
.ReceivedTotal30Vs90 .NumberOfEmployees .NoOfAccounts
.ReceivedUnique30Vs90 .OpportunitySource .NoOfHouseholdMembers
.SentTotal30Vs90 .OrganizationIndustry .OpportunitySource
.SentUnique30Vs90 .OrgDownloadActivity30Vs90Days .pyPostalCode
.StageDuration .OrgSubscribeActivity30Vs90Days .ReceivedTotal30Vs90
.StageSequence .OrgWebsiteActivity30Vs90Days .ReceivedUnique30Vs90
.PreviousYearGroth .SentTotal30Vs90
.pyPostalCode .SentUnique30Vs90
.ReceivedTotal30Vs90 .StageDuration
.ReceivedUnique30Vs90 .StageSequence
.SentTotal30Vs90 .TotalOutstandingDebt
.SentUnique30Vs90 .ValueOfCollateral
.StageDuration
.StageSequence
.TotalOutstandingDebt
.ValueOfCollateral
Adaptive learning – An agent runs daily to execute a data flow that makes a call to a decision strategy. The
decision strategy contains all of the adaptive models and runs on all of the open opportunities to capture the data
that is required by the models. The decision strategy uses the standard Delayed Learning cache. When an
opportunity is closed, the application triggers a response strategy from a data flow to fetch the data for relevant
decisions and train the applicable models. You can use the same decision strategy at any time to evaluate an
opportunity and return propensities.
Solution overview
The following figure displays an overview of the solution:
The application uses a single strategy to drive the insights that are displayed on the dashboard widget and to take
periodic predictor snapshots. The strategy runs all three model types (move to next stage, opportunity win, and win
date), distinguishing them by using labels that are mapped to the issue and group hierarchy. For the opportunity win
and move to next stage models, the strategy also evaluates a model without predictors (opportunity win base
propensities) to establish a base propensity for benchmarking.
The following figure displays the strategy flow:
Strategy models
The solution includes a set of models that provide predictors based on historical data.
Opportunity win model
Prediction: Will this opportunity ever be won?
The input predictor range should be as complete as possible. All models share the same predictors, although they might
treat them differently.
Opportunity win base propensity model

This model does not use predictors. Instead, the model uses an opportunity stage as the context to provide the base
propensity of winning an opportunity in the current stage.
Move to next stage model
Prediction: Will this opportunity ever move to a higher stage?
When an opportunity moves from the current stage to the next stage, the application sends a positive, one-response to
all opportunities in the Adaptive Decision Manager (ADM) data cache. The application also takes a snapshot of the
previous stage. The response is filtered by using an additional Decision Data Store (DDS) dataset. The response strategy
for the move to next stage model filters out the decision results for stages that have already been marked as positive. It
then determines whether the current stage is higher than the stage in the snapshot, and returns only the decision
results for which this is true.
Move to next stage base propensity model
propensity of moving from the current stage to the next stage.
The following figure displays the move to next stage model:
Win date model
ADM does not support exact date win predictions. Instead, ADM supports separate models for the following outcomes:
Will this opportunity be won in 0-90 days from now?

The application uses propositions in a Decision Data shape to model the date ranges. The propositions have both a
minimum and maximum days attribute. If you require more granularity, you can edit the propositions to meet your
needs. You can also draw a spline in the flow to create a smoother display for the dashboard widget.
Win date base propensity model
propensity of winning an opportunity in a specified time frame.
The following figure displays the win date model:

Data pages
The solution uses the D_PredictSAOpportunity data page.
For the Pega Sales Automation application, review the following D_PredictSAOpportunity data page description:
D_PredictSAOpportunity
The Analytics widgets in the opportunity run in the context of the D_PredictSAOpportunity data page. This data page has
the SAPredictOpportunity activity as a data source, which runs the GetContactGrowthRatio, GetEmailActivityRatio,
GetTrendsDataRatio, and GetCIRatio activities before calling the SAPredictOpportunity data flow. The data flow uses the
EvaluateOpportunity strategy to predict the propensity to move to the next stage, to win an opportunity, and to predict
the close date quarter.
For the Pega Sales Automation for Financial Services application, review the following D_PredictSAOpportunity data
page description:
D_PredictSAOpportunity
This data page populates the propensity for an Opportunity case. The Analytics widgets in the opportunity run in the
context of the D_PredictSAOpportunity data page. This data page has the SAPredictOpportunity activity as a data
source, which runs the PopulatePredictors activity. The PopulatePredictors activity replaces the following activities:
GetContactGrothRatio, GetEmailActivityRatio, GetTrendsDataRatio, and GetCIRatio, which are available in the Pega
Sales Automation application. When there are multiple products specified, the PopulatePredictors activity iterates all of
the products propensity, but displays the least propensity model. This workflow is applicable only for the credit and
debit product types.
Data flows
Review the following data flows list:
StoreOpportunitySnapshots
The solution uses the StoreOpportunitySnapshots data flow during the initial training of the models by using the data
that is fetched from the internal production data. This data flow converts each record from the PegaCRM-Data-SFA-
Predictors class into opportunity objects and then routes them to the EvaluateOpportunity strategy. In the data flow, the
Mode for the EvaluateOpportunity strategy is set to Make decision and store data for later response capture.
TrainFromHistory
The input for TrainFromHistory comes from the RD OpportunityStages, which fetches one record per opportunity from
the predictors’ data table, sorted by maximum stage. This data flow calls the OpportunityClosed and MovedToNextStage
data flows.
OpportunityClosed
The OpportunityClosed data flow calls the CloseOpportunity strategy, which captures responses for decisions in the past
period.
MovedToNextStage
The MoveToNextStage data flow calls the HandleNextStageResponses strategy, which is the core strategy for training
the PredictNextStageModels adaptive model. The available responses depend on whether an opportunity moves up or
down from the current stage.
SnapshotOneOpportunity
The SnapshotOneOpportunity data flow reuses the EvaluateOpportunity strategy, which is used to train the model
during bulk processing. This data flow runs on a daily basis and captures all predictors for the opportunity each time it
runs.
SAPredictOpportunity
The SAPredictOpportunity data flow reuses the EvaluateOpportunity strategy to get the analytic results for the
opportunity.
The StoreOpportunitySnapshots and the TrainFromHistory data flows are not applicable for the Pega Sales Automation
for Financial Services application.
You can view details for each data flow in Dev Studio.
1. In the Explorer panel, click Records.

2. Click Data Model > Data Flow.
3. To open the data flow record, click a data flow name.
Strategies
The solution uses the following strategies:
EvaluateOpportunity
HandleNextStageResponses
You can view details for each strategy in Dev Studio.

2. Click Decision > Strategy.
3. To open the strategy record, click a strategy name.
Adaptive models
Each adaptive model has predictors, context, and outcomes that you must configure before you can train the models to
predict outcome propensities based on your use cases. Base propensity models do not have any predictors, but they
have the OpportunityStage property in their context so that you can train different models for each stage.
Outcome propensities are configured for the following models:
PredictiveMoveNextStage
BaseWinModel
PredictWin
PredictCloseDate
You can view details for each model in Dev Studio.

2. Click Decision > Adaptive Model.
3. To open the model record, click a model name.
Pega Sales Automation artificial intelligence-based sales coach

The Pega® Sales Automation application uses built-in decisioning capabilities to provide managers with insights about
how sales representatives perform during their 90-day probation period. During the first 90 days, the adaptive models
analyze data about the sales representatives including their profession, experience, training performance, weekly
pipeline data, and the pipeline delta.
The Pega Sales Automation application suggests actions to managers based on the performance of sales
representatives. It also provides suggestions to sales representatives about how to improve their performance. The
artificial intelligence model predicts the probability to reach the target, for example, reaching a target of 300k in 18
months. You can configure the definition of success (300k), T-Zero (3 months), and T-End (18 months).
Review the following sections:
Sales Automation widgets overview

Effectiveness widgets architecture
Pega Sales Automation widgets overview

The Pega Sales Automation application provides the following widgets:
Sales manager coach widget
Sales coach widget
Coaching plan widget in Pulse
Sales manager coach widget

The Sales manager coach widget, which is available on the sales manager's dashboard, displays the effectiveness of
sales representatives. This widget is dynamic and responds to actions that are performed by the sales representatives.
The widget captures, for example, changes in the following:
Number of created contacts

Number of converted leads
Opportunity pipeline
The adaptive models capture all of these actions to predict the effectiveness of the corresponding sales representatives.
Radar charts provide precise insights about the adaptive models.
Coaching actions
The coaching actions are based on the difference between the maximum propensity that sales representatives achieve
per predictor and their current propensity. The coaching actions are prioritized based on the differences scale. For
example, actions associated with the predictor where the sales representative has a maximum improvement scope are
listed first.
Sales coach widget

The Sales coach widget presents all of the future actions of sales representatives. To see all of the reporting sales
representative's actions, select a particular sales representative from the list. Click an action to view additional
information and the list of Knowledge Management articles that are associated with it. For example, if a sales manager
wants to view the pipeline, a list of opportunities filtered by the needs improvement stages and a list of Knowledge
Management articles are presented. You can configure the Knowledge Management articles for each action by using the
Knowledge Management category.
Coaching plan widget in Pega Pulse

The Coaching plan widget in Pega Pulse displays coaching recommendations for all the sales representatives reporting
to a sales manager. Sales managers can develop personalized coaching plans for each coaching recommendation
displayed in the Coaching plan widget. The sales coach tool then monitors progress on the coaching plans and provides
progress updates to sales managers and sales representatives.
Coaching plan creation and closure flow
The following figure illustrates the coaching recommendation life cycle.

Sales manager’s actions
The sales manager receives a notification from the Sales coach at the start of the week. The manager then completes
the following steps:
1. Click the recommendation notification. The manager’s Pulse feed opens, displaying new coaching
recommendations.
The Coaching plan widget displays in the panel on the right side of the Pulse feed. Coaching recommendations
appear on the Suggested tab in the Coaching plan widget.
2. Filter the recommendations by the sales representative and identify the coaching recommendations to pursue.
3. Click the Coach button for each recommendation and create a coaching plan.
The Recommendation dialog box contains details about the Recommended Value and Current Value for the
selected category for the sales representative.
4. Select the next touchpoint by choosing a Follow-up date.
5. Click Submit.
The recommendation status becomes Active and a notification is sent to the sales representative that a coaching
plan has been assigned.
Sales representative’s actions
The sales representative receives a notification from the Sales coach indicating that a coaching plan has been assigned.
The sales representative then completes the following steps:
1. Click the notification to open the Coaching Plan dialog box.

2. Communicate with the sales manager using the Pulse feed available on the Coaching Plan dialog box.
3. Provide progress updates using the Pulse feed available on the Coaching Plan dialog box.
Only the sales manager and the sales representative can see these Pulse communications—they are not visible to
anyone else in the organization.
Sales Coach Bot’s Actions
On the day that the sales representative follows up on coaching plan, the Sales coach bot posts a comment in the Pulse
feed of the Coaching recommendation explaining the sales representative progress. The post contains details about the
degree of improvement made by the sales representative. The sales manager then decides whether to follow up with
the sales representative, complete the plan, or cancel the plan.

The Pega Sales Automation application uses self-learning, adaptive models to generate the effectiveness scores for
each sales representative. This method is based on core Decision Strategy Manager capabilities. If needed, you can add
or remove predictors.
Historical data
The key predictors are configured in the adaptive model rule based on the analysis of data from real production
environments. The adaptive model after the training period activates or deactivates predictors. Production data is also
used to create weekly snapshots for sales representatives during their first 18 months in the organization. The system
uses data from the Human Resources systems to improve the accuracy of the predictors.
The Pega Sales Automation application has the following predictors in the adaptive model:
Predictors Human Resources predictors

Pipeline current (a number of the opportunities in a stage) Number of days after joining
Delta between two snapshots (a difference between the
Experience in years
current and the previous snapshot)
Territory Educational qualification
Customer Interactions created Business card title
F2F meetings Job title
Other meetings Source of hiring: referred, sourced, agency, direct, applied
Sub-source for referrals: referred by, referral functional
Contacts added by sales representative
area
Inbound emails Previous company details: company name, size, revenue
Outbound emails Predictive indices, for example: A, B, C, D, PI, A minus B.
Number of leads HR ratings: green, blue, yellow
Other information, for example, number of days for
Leads converted to opportunities
onboarding, completed courses, grades.
Manager
Adaptive learning
An agent runs daily and executes a data flow that calls a decision strategy. A decision strategy contains the
effectiveness adaptive model for all of the sales representatives who have not completed their first 18 months of
employment period to capture the data that is required by the models. A decision strategy uses the standard Delayed
Learning cache. When a sales representative reaches 18 months of employment, the application triggers a response
strategy from a data flow to retrieve the data for relevant decisions and to train the applicable model.
Effectiveness widgets architecture

The Pega Sales Automation application uses predictors ranging between Sales Automation and Human Resources that
are listed in the PredictEffectiveness model, for example, sales representative pipeline, delta of pipeline, predictive
indices, previous company details, and human resource statistics. You can configure the outcomes in the adaptive
model. After a sales representative completes the 18-month probation period and achieves the target you specified, the
system sets the outcome to Achieved. If the sales representative fails to achieve the specified target, or the
employment contract is terminated before the 18-month probation period ends, the system sends failed and terminated
outcomes to the models.
Review the following sections:
Sales manager coach widget architecture

Coaching actions architecture
Strategy models
Data flows
Sales manager coach widget architecture

The sales manager dashboard widget retrieves the effectiveness scores of all sales representatives who report to the
sales manager from the D_SalesRepEffectiveness data page. The widget presents a list of the sales representatives,
their scores, number of employment days, and the optimal score for the present date.
To view the radar chart, select a score. The D_SalesRepEffectiveness data page calls the PredictSalesRepEffectiveness
activity, which calls the GetEffectiveness activity to present current predictor values for each sales representative. The
D_SalesRepEffectiveness data page also executes the PredictEffectiveness data flow. The system calls the
SalesManagerCoachingActions data flow to suggest actions for each sales representative.
Coaching actions architecture

Coaching actions are evaluated in the SalesManagerCoachingActions strategy, which calls the
CoachingActionsPredictors sub-strategy. The SalesManagerCoachingActions strategy runs through each predictor with
the representative's propensity and maximum propensity for predictor, then suggests actions based on that
information.
Strategy models
The Pega Sales Automation application uses the following strategies:
EvaluateEffectiveness strategy
The Pega Sales Automation application uses the EvaluateEffectiveness strategy, which is used to train the
PredictEffectiveness model as well as to predict the effectiveness score of each sales representative. To reuse this
strategy, to train the model, and predict the effectiveness score, complete the following steps:
1. Open the data flow.

2. Under Strategy properties, change the mode from Make decision and store data for later response capture to Make
decision.
The strategy sets the context for the model and calls the adaptive model. The system presents the results individually
or as a set on the primary page, which you can configure in the strategy properties in the data flow.
The
EvaluateEffectiveness strategy overview
EndProbation strategy
The Pega Sales Automation application uses the EndProbation strategy, which is called from the
SalesRepProbationCompleted data flow when the initial 18-month of employment period (T-End) is completed. The
strategy retrieves the daily snapshots of the sales representative and sets the outcome based on whether the sales
representative achieved their target. The system returns the results to the data flow, which sources them to the
pxAdaptiveAnalytics data set. The adaptive models learn and advance by using this data.
The EndProbation strategy overview
Data flows
The Pega Sales Automation application uses the following data flows:
PredictEffectiveness data flow
The PredictEffectiveness data flow compares the sales representative object (Data-Admin-Operator-ID) with the previous
snapshot (8 weeks earlier) to calculate the delta. The system retrieves the earlier snapshot for calculating delta by using
the PegaCRM-Data-SFA-SalesRepSnapshot data set. The PredictEffectiveness data flow calls the EvaluateEffectiveness
strategy with the mode set as Make Decision and updates the results, including the propensity, in the operator record.
The propensity shows the effectiveness score for the particular sales representative.
The
PredictEffectiveness data flow
SalesRepDailySnapshots data flow
Every 24 hours, an agent calls the SalesRepDailySnapshots data flow, which captures snapshots of the predictors for
each sales representative who has not completed the initial 18-month of employment period. To reuse this strategy, to
train the model, and to predict the effectiveness score, the EvaluateEffectiveness strategy mode is set to Make decision
and store data for later response capture. The application also stores the effectiveness propensity for each of the sales
representative every day. The system calculates the optimal for each day by taking the average of the effectiveness
score of all of the successful sales representatives on that day.
SalesRepDailySnapshots data flow

SalesRepProbationCompleted data flow
After a sales representative completes the initial 18-month employment period (T-end), the system updates the
outcome for all of the previously captured snapshots. The EndProbation strategy sets outcomes based on the total
amount that the sales representatives achieved. To reuse this strategy, to train the model, and to predict the
effectiveness score, the EndProbation strategy mode is set to Capture response for previous decision in the past period.
The results from the strategy are sourced to pxAdaptiveAnalytics.
The SalesRepProbationCompleted data flow
Pega Sales Automation artificial intelligence-based lead ranking

The Pega® Sales Automation application uses decisioning capabilities to provide predictive lead scores for lead ranking.
The lead score predicts how likely it is that a lead will turn into an opportunity. This helps to focus on the most
promising leads to maximize sales.
For information about this process, review the following sections:
Lead score overview

Lead ranking architecture
Lead score overview

The lead score is displayed on the Leads list page. The lead score is dynamic and responds to changes in the lead
properties. For example, the lead score changes when you change the number of activities that are associated with the
lead. The lead score can also differ when you change the lead source.
The following image details the Leads page:
Leads ranking overview

The Pega Sales Automation application uses self-learning, adaptive models to generate the lead score. This approach is
based on core decision management capabilities. If needed, add or remove predictors. For more information, see Pega
Sales Automation artificial intelligence-based opportunity insights.
Historical data
The adaptive model provides a set of key predictors that are based on the analysis of data from real production
environments. For example, the system uses:
Production data to create weekly snapshots for each closed leads over one-year period
Records to define core predictors
Records to train the adaptive models
The following predictors are provided in the Pega Sales Automation adaptive model:
AvgTimeToConvertLeads
ContactAge
DownloadCount
ExistingCustomer
Industry
LeadAge
LeadCompany
LeadsContactActivities
LeadsContactInEmailCount
LeadsContactOutEmailCount
LeadRating
LeadSource
NoOfActivitiesByMeeting
NumberOfActivities
NumberOfActivitiesByEmail
NumberOfActivitiesByPhone
NumberOfWonOpportunities
OrgSubscribeCount
WebsiteVisitCount
ValidEmail
ValidWorkPhone
Adaptive learning
An agent runs daily and executes a data flow that calls a decision strategy. A decision strategy contains the Lead
Ranking adaptive model, which represents properties to capture the data that is required by the models. A decision
strategy uses the standard Delayed Learning cache.
When a lead is converted to an opportunity or closed without being converted, the system triggers a response strategy
from a data flow to retrieve the data for relevant decisions and train the applicable models.
Lead ranking architecture

The Pega Sales Automation application provides the following lead ranking architecture:
1. A LeadScoring agent runs daily to capture the current snapshot of all of the leads and passes the snapshot to the
LeadRankingUpdate data flow.
2. The LeadRankingCloseProbation data flow runs to set the outcome against the lead that is stored in step 1.
3. The leads are displayed. The system uses all of the historical data that is gathered while performing the above
steps to calculate the propensity of the lead to change into an opportunity.
Review the following lead ranking architecture sections:
Model
Data pages
Data flows
Viewing the data flow details
Strategies
Adaptive models
Lead ranking model

The lead architecture includes the LeadRanking adaptive model that provides predictors based on the historical data.
The input predictor range should be as complete as possible. Review the following actions:
To set lead ranking outcomes, define positive or negative outcome values on the Outcomes tab.
To view the advanced settings, such as performance monitoring or data analysis binning, open the Settings tab.
Lead ranking data pages

The Pega Sales Automation application uses the following data pages:
D_crmLeadsList
The lead score in the leads list run in the context of the D_crmLeadsList data page. The D_crmLeadList data page has
the crmLeadsList report definition data source, which retrieves all lead information from the database. The system uses
the data and the CaluculateLeadScore rule in post-load processing.
CalculateLeadScore
CalculateLeadScore is a post-processing activity that combines the data for each lead that is available in the PegaCRM-
Work-SFA-Lead lead table with the PegaCRM-Data-SFA-LeadPredicotrs table. The system runs the RankedLead data flow
to predict the propensity for each lead. The calculated propensity represents the likelihood for that particular lead to be
converted to an opportunity.
Lead ranking data flows

The Pega Sales Automation application uses the following data flows during the initial models training:
StoreLeadSnapshots
The StoreLeadSnapshots data flow uses the lead data from the production environment. The StoreLeadSnapshots data
flow converts each record from the PegaCRM-Data-SFA-LeadTrainingPredictors class into lead objects. After that, the
system routes converted records to the EvaluateLeadRanking strategy. Use the Make decision and store data for later
response capture mode for EvaluateLeadRanking strategy.
CaptureLeadOutcomes
The LeadRankingOutcomes report definition is the input for the CaptureLeadOutcomes data flow. The
LeadRankingOutcomes report definition retrieves one record per lead from the historical predictors data table, sorted by
the maximum snapshot date. The system then retrieves the outcome for each lead. The CaptureLeadOutcomes data
flow calls the LeadRankingCloseProbation data flow.
LeadRankingUpdate
The system invokes the LeadRankingUpdate data flow by using the SA-Artifacts agent. The SA-Artifacts agent stores the
daily lead snapshot. The system collects lead static data and predictor data for each lead. The system then routes the
data to the EvaluateRanking strategy. Change the mode to Make decision and store data for later response capture.
LeadRankingCloseProbation
The system uses the LeadRankingCloseProbation data flow to set the outcome for a lead when an outcome is triggered,
such as when the system convers a lead into an opportunity or when it closes a lead.
RankLead
The RankLead data flow runs on a demand basis. The system invokes the RankLead data flow by using the
CalculateLeadScore activity for each lead to calculate the lead score. The RankLead data flow collects predictor
properties for each lead and the lead static data. After the system collects lead static and predictor properties data, it
routes the data to the EvaluateLeadRanking strategy to calculate the lead score. Use the Make decision mode for the
EvaluateLeadRanking strategy.
Viewing the data flow details
To view the data flow details, perform the following steps:
1. In the Dev Studio Explorer panel, click Records > Data Model > Data Flow.
2. Select a data flow to open it and view the data flow record.
Lead ranking strategies

The Pega Sales Automation application uses the following strategies:
EvaluateLeadRanking
CloseLead
To view the strategy details, perform the following steps:
1. In the Dev Studio Explorer panel, click Records > Decision > Strategy.
2. Select a strategy to open it and view the strategy record.
Lead ranking adaptive models

Before training the adaptive models to predict outcome propensities based on your use cases, configure predictors,
context, and outcomes for the adaptive model.
To view the adaptive models details, perform the following steps:
1. In the Dev Studio Explorer panel, click Records > Decision > Adaptive Model.
2. Select an adaptive model to open it and view the adaptive model record.
Activating and training Pega Sales Automation adaptive models for

artificial intelligence
Artificial intelligence in Pega Sales Automation helps you to proactively assess risks on deals in the pipeline, coach
newly recruited sales representatives, and identify leads that have a high probability to be converted to opportunities.
Before using artificial intelligence insights with Pega Sales Automation, activate the feature for your implementation and
then configure the application to train Pega’s adaptive models for artificial intelligence.
To configure your application for artificial intelligence, log in to Pega Sales Automation and complete the following
steps:
Activating artificial intelligence

Verifying Decision Strategy Manager (DSM) nodes
Importing historical data
Truncating data sets
Deleting existing models
Running the data flows for opportunity insights
Running the data flows for sales coach
Running the data flows for lead ranking
Enabling preloaded NBAs
If you installed the Pega Sales Automation sample application, to reset the artificial intelligence sample, use the Tools
menu in the Sales Ops portal. This resets the sample data that is related to artificial intelligence features for
demonstration purposes.
Activating artificial intelligence

1. In the App Studio Explorer panel, click Settings > Application Settings.
2. Click the Features tab.
3. In the Features section, select the Artificial intelligence insights - opportunity insights, lead ranking, and sales
coach check box.
4. Click Save.
5. In Dev Studio, open the SA-Artifacts agent schedule.
6. On the Edit Agent screen, select the Enabled? check box for all scheduled agents.
7. Click Save.
Verifying Decision Strategy Manager (DSM) nodes

1. In Dev Studio, click Configure > Decisioning > Infrastructure > Services.
2. Verify that each of the following services contains a node with a Status of Normal:
Decision Data Store
Adaptive Decision Manager
Data Flow
Visual Business Director
Importing historical data

2. Click Choose File, browse for and select the HistoricalData file from your distribution media, then follow the wizard
instructions.
Pega-provided historical data consists of a snapshot of data from a production environment for various models.
Truncating data sets

1. In the Dev Studio header search text field, search for and select the pxDecisionResults data set of the Data-
Decision-Results class.
2. Click Actions > Run.
3. In the Operations field, select Truncate.
4. Click Execute.
5. Repeat steps 1 through 4 for the PreviousStages data set of the SA-SR class.
Deleting existing models

1. In Dev Studio, click Configure > Decisioning > Predictive Analytics > Adaptive Models Management.
2. Select all of the existing models:
PredictWin
PredictMoveNextStage
PredictCloseDate
BaseWinModel
LeadRanking
PredictEffectiveness
3. Click Delete Models.
Running the data flows for opportunity insights

1. In the Dev Studio header search text field, search for and select the StoreOpportunitySnapshots data flow.
3. On the Data flow test run form, click Start.
4. Repeat steps 1 through 3 for the TrainFromHistory data flow.
Running the data flows for sales coach

1. In the Dev Studio header search text field, search for and select the StoreSalesRepSnapshots data flow.
4. Repeat steps 1 through 3 for the CaptureEffectivenessOutcomes data flow.
Running the data flows for lead ranking

1. In the Dev Studio header search text field, search for and select the StoreLeadSnapshots data flow.
4. Repeat steps 1 through 3 for the CaptureLeadOutcomes data flow.
5. To set up predictors and calculate lead score for already existing leads in application and store it in lead predictor
table, run the InitialiseLeadPredictorTable activity.
Enabling preloaded NBAs

1. Set usePreloadedNBA DSS to true.
2. Override GenerateNBA job scheduler and set Enable job scheduler toggle to true.
To see the job scheduler changes instantly, run LoadNBAForAllOpps dataflow.
3. Optional: If your implementation layer has additional NBAs, add them by overriding LoadNBAForAllOpps_Ext
dataflow. Then, create declare triggers to track work item updates.
Pega Sales Automation Next-Best-Action use cases

Pega Sales Automation uses Pega's Customer Decision Hub and Decision Management capabilities to identify the next-
best-action for every opportunity in the application.
When you configure next-best-action strategies for Pega Sales Automation, you can display the Next Best Actions
widget on your sales representative's dashboards. The widget displays the top ten (ranked) actions for the sales
representative. Each action includes a tool tip that displays the trigger for the action. The action displays as a hyperlink
that you can click to access the screen or form that is required to complete the recommended action. When you mark
an action as complete in the widget, the list is dynamically updated.
The following figure shows the Next Best Rep Actions widget on the dashboard populated with the top ten next-best-
actions.
Next-best-actions are associated with opportunities. The Next Best Actions section for an opportunity displays the three
next-best-actions to take for the opportunity.
The following figure shows the Next Best Actions section for an opportunity populated with the top three next-best-
actions.
The application provides the following next-best-actions. The actions are assigned a default numerical ranking (up to
100) that the application uses to prioritize the actions to display.
Call Contact
Follow up on an open service case and provide customer an update
Drive digital activity
Drive Contact growth
Create renewal Opportunity
Call Organization
Convey birthday wishes to Contact
Send the data sheet for the product recently added to Opportunity
Read competitive battle card for Competitor
Add contract documents
Create a new Opportunity for a household member
Send a thank you note
Contacts must have a value in the CLV_Value column in the crm_entity_contact table. If null values are present, run the
PopulateCLVwithRandomValues activity. This is required for the Call<contact>NBA action.
Call Contact Name

Default rank: 100
This action is triggered when a lead is added to a contact who meets the following criteria:
The contact has a customer lifetime value (CLV) greater than 400.
The contact is associated with an existing opportunity.
To demonstrate this action, complete the following steps:
1. Open a contact that meets the specified criteria.

2. Add a new lead to the contact.
The Call Contact action displays in the Next Best Actions section of the opportunity.
The Call Contact action displays in the Next Best Rep Actions widget on the sales representative's dashboard.
3. To open the lead, click the action link. The link is active for seven days from the date that the lead is added to the
contact.
Follow up on open service case and provide customer an update

Default Rank: 95
This action requires Pega CRM with both Pega Customer Service and Pega Sales Automation enabled. This action is
triggered when a contact has an open service case that was created in either application. If the contact has multiple
open service cases, the oldest service case (based on pxCreateDataTime) is presented first.
1. Open a contact.
2. Click Actions and select one of the following service actions:
General Service Request
Complaint or Compliment
Schedule Activity
3. After you add the service action, it displays on the Engagement Profile tab in the Recent service cases section for
the contact.
4. Open an opportunity linked to this contact.
The Follow up on open service case and provide customer an update action displays in the Next Best Actions
section of the opportunity.
The Follow up on open service case and provide customer an update activity also displays in the Next Best Rep
Actions widget on the sales representative's dashboard, along with the number of days the service action is open.
5. To open the service action and follow up with the customer, click the action link.
Drive digital activity

Default Rank: 90
This action is associated with the following parameters and default values:
Website Activity (0.9)

Download Activity (0.2)
Subscribe Activity (0.2)
For each parameter, the application calculates a ratio that compares the past 30 days of activity with the past 90 days
of activity. The action is triggered when an opportunity is linked with an organization and the ratio for any parameter
falls below the specified default value, indicating a decrease in user activity.
1. Open an opportunity with an affected parameter.

The Drive digital activity action displays in the Next Best Actions section of the opportunity.
2. To display the tool tip to determine which activity triggered the action, click the i icon.
3. To open the Campaigns dashboard, click the action link.
Drive Contact growth

Default Rank: 85
This activity is associated with the following parameter and default value:
Contact Growth (0.4)
For this parameter, the application calculates a ratio that compares the number of customers added in the past 30 days
to the number of customers added in past 90 days. The action is triggered when an opportunity is linked with an
organization and the contact growth parameter for the organization falls below the default value, indicating that the
rate of adding new customers has declined below normal.
1. Open an opportunity for which the number of contacts added in the last 30 days is lower than the number of
contacts added in the last 90 days.
The Drive Contact growth action displays in the Next Best Actions section of the opportunity.
2. To open the associated organization, click the action link.
3. To view the Contact Growth graph, click the Contact Growth tab.
Create renewal Opportunity

Default Rank: 80
This action is triggered one year after the date that an opportunity is closed.
1. Open an opportunity that is not yet closed.

2. Close the opportunity and enter a closed date one year prior to the current date.
The Create renewal Opportunity displays in the Next Best Actions section of the opportunity.
3. To re-open the opportunity, click the action link.
Call Organization
Default Rank: 75
This action is triggered when there is no interaction with the organization for a period of 30 days.
1. Open an organization with whom there has been no interaction in the last 30 days.
2. Open any opportunity from this organization.
The Call Organization action displays in the Next Best Actions section of the opportunity.
3. To open the organization that is associated with the opportunity and complete the appropriate action, click the
action link.
Convey birthday wishes to Contact

Default Rank: 65
This action is triggered in the following ways:
Opportunity level – If the contact of the opportunity has a birthday today, the action is triggered on the contact's
actual birthday. The action is displayed (and available for seven days) in the Next Best Actions section of the
opportunity and the Next Best Rep Actions widget on the sales representative's dashboard.
Organization level – If any contact of organization has a birthday today, the action is triggered. The action is
displayed (and available for seven days) in the Next Best Actions section of the opportunity and the Next Best Rep
Actions widget on the sales representative's dashboard.
1. Open an opportunity.
2. Open a contact and change the contact's date of birth to today's date.
The Convey birthday wishes to Contact action displays in the Next Best Actions section of the opportunity.
3. Click the action link to open the default email client and send birthday wishes to the contact. The To and Subject
fields have default values for the contact and the activity. The body of the email has default text for the birthday
message.
Send data sheet for the product recently added to Opportunity

Default Rank: 60
This action is triggered when you add a product to the opportunity.
2. Add a product to the opportunity.
The Prompt Data sheet for the product action displays in the Next Best Actions section of the opportunity.
3. To view the tool tip to determine which product was added, click the i icon.
4. To open the default email client and send a product sheet to the contact for the opportunity, click the action link.
The To and Subject fields have default values for the contact and the activity. The body of the email has default
text that includes a website URL for the product sheet.
To complete this action, you must set up the product's website URL.
1. Log in to Pega Sales Automation by using the credentials sfasamplesysadmin / install.

3. On the navigation menu, click Tools.
4. Click Manage Products.
5. Double-click a product name.
6. On the Product Details dialog box, in the URL field, enter the product URL.
Read competitive battle card for Competitor

Default Rank: 55
This action is triggered when you add a competitor to an opportunity.
2. Add a competitor to the opportunity.
The Read Competitive battle card for <Competitor Name> action displays in the Next Best Actions section of the
opportunity.
3. To open the competitor's website URL, click the action link.
To complete this action, you must set up the competitor's website URL.
1. Log in to Pega Sales Automation by using the credentials sfasmplesysadmin / install.

3. On the navigation menu, click Tools.
4. Click Manage Competitors.
5. Double-click a competitor name.
6. On the Competitor Details dialog box, in the Battle Card field, enter the competitor URL.
Add contract documents

Default Rank: 45
This action is triggered when you move an opportunity to the Negotiation stage.
1. Open an opportunity and move it to the Negotiation stage.

The Add Contract documents action displays in the Next Best Actions section of the opportunity.
2. To open the contract document flow, click the action link. Here you can add contract documents for the
opportunity.
Create new Opportunity for household member

Default Rank: 35
This action is triggered to recommend the creation of a new opportunity when a household member for an opportunity
contact turns 18 in the current month. The action is triggered only for individual opportunities and displays for the entire
month.
1. Open an opportunity that includes a household.

2. Open a contact in the household and change the contact's date of birth so that it is eighteen years prior to today's
date.
The Create New opportunity for household member action displays in the Next Best Actions section of the
opportunity.
3. To open the tool tip, click the i icon. This shows the contact for whom to create a new opportunity.
4. To open the Opportunity form and create a new opportunity, click the action link. The form fields contain
information from the contact record.
Send thank you note

Default Rank: 25
This action is triggered when an opportunity is won.
2. Close the opportunity.
The Send thank you note action displays in the Next Best Actions section of the opportunity.
3. To open the Send Thank You form and send the thank you email, click the action link.
When an opportunity is closed, only the Send thank you note and Create renewal Opportunity actions can be triggered.
Configuring next-best-action strategies for Pega Sales Automation

Prerequisites
Before you begin your configuration, ensure that the following are installed:
Pega Sales Automation

Adaptive Decision Manager (ADM) and Decision Strategy Manager (DSM) services are running
Configuring next-best-action strategies

To configure next-best-action strategies for your Pega Sales Automation implementation, log in to the application and
complete the following steps:
Creating a new proposition

Creating the data model
Creating the strategy
Setting up a sub strategy
Clearing interaction history
Troubleshooting your configuration
Creating a new proposition

1. In Dev Studio, click Configure > Decisioning > Decisions > Proposition Management.
2. Click an existing issue, then create a group that matches the scope of the next-best-action by clicking New Group.
3. On the Decision Management form, to create a new proposition for the issue, click New.
4. On the Create proposition form, enter a Name and Description for the proposition and specify a DefaultRank.
5. Click Create.
6. Click Save as.
Creating the data model

1. In the Dev Studio search text header field, search for and select the D_NBASalesRepOpp data page. The next-best-
action data model is populated on this page.
2. In the Data Sources section on the Definition tab, verify that the Source field is set to Activity and the Activity name
field contains NBASalesRepOpp. This ensures that the data page content is sourced by the NBASalesRepOpp
activity.
3. In the Dev Studio search text header field, search for and select the NBASalesRepOpp activity. The GivenSAOpp
clipboard page is the primary step page that holds the required model data.
4. Verify that the NBASalesRepOpp activity is set to call the NBASalesRepOpp data flow with the GivenSAOpp
clipboard page as the primary step page. This ensures that the NBASalesRepOpp data flow calls the
NextBestActionsForSalesRep strategy.
Any data model that is required for a new next-best-action must be created in the GivenSAOpp primary step page.
Creating the strategy

1. In Dev Studio, click Create > Decision > Strategy.
2. Enter a Label for the strategy.
3. In the Strategy Results class section, enter the Business Issue and Group that you created for the proposition.
The class of the strategy is the same as the class of the Page List Property created for the GivenSAOpp clipboard
page in the data model.
4. Click Create and open. The new strategy is created with an empty canvas.
To import components and define your strategy, complete the following steps:
Importing a Proposition Data component

Importing a Filter component
Importing a Set Property component
Importing a Proposition Data component
1. On the Strategy form, on the toolbar, click the + icon.

2. To add a Proposition Data component, click Import > Proposition Data.
3. Double-click the new Proposition Data component.
4. On the Proposition Data Properties dialog box, enter a Name for the proposition.
5. Click the Interaction history tab.
1. Select the Enable interaction history check box.
2. Set the default value for Fetch interaction history for the last < > days to 31.
3. Enter required values for Remove special characters < >.
4. In the Fetch when the conditions below are met section, click Add item. Set the Property field to .pyOutcome
and the Value field to Clicked.
5. In the Define which properties to use, click Add item. Set the Target to .pyOutcome and the Interaction data to
.pyOutcome.
6. Click Submit.
Importing a Filter component

2. To add a Filter component, click Arbitration > Filter.
3. Connect the Filter component to the Proposition Data component.
4. Double-click the new Filter component.
1. On the Filter Properties dialog box, enter a Name for the filter, and in the Filter condition field, enter
.pyOutcome!="Clicked".
2. Click Submit.
5. To add a second Filter component, click Arbitration > Filter.
6. Connect this Filter component to the first Filter component that you created.
7. Double-click the second Filter component.
1. On the Filter Properties dialog box, enter a Name for the filter component.
2. Select the Proposition filter check box and click the Add icon for the Proposition filter field.
3. Complete the fields on the Create Proposition Filter form and click Create and open.
4. To create a When rule to meet your requirements, on the Edit Proposition Filter form, in the Proposition
evaluation section, select Specific filter criteria and click Add when rule.
5. Based on your requirements, add the next-best-action qualification filter conditions.
6. Click Save.
8. Click Submit.
Importing a Set Property component

2. To add a Set Property component, Click Enrichment > Set Property.
3. Connect the Set Property component to the Filter component that you created in the previous procedure. This
component is now used to set the needed properties.
4. Double-click the new Set Property component.
5. On the Set Property Properties dialog box, enter a Name for the property.
The .pyLabel property has the text of the next-best-action (by default, it is the proposition description). If required,
you can concatenate or modify the content of the .pyLabel property to create custom text for the next-best-action.
Specify other properties, as needed.
6. Click Submit.
7. Add a result shape to the strategy rule and connect the Set Properties component with the Results component.
8. Click Save.
The following figure shows a completed strategy flow.
Setting up a sub strategy

1. In the Dev Studio header search text field, search for and select the NextBestActionsForSalesRep strategy.
This strategy is called from the data flow in the NBASalesRepOpp activity that is referred to in the data model
setup step.
3. To add a sub strategy, click Substrategy.
4. Double-click the Sub Strategy component.
5. On the Sub Strategy Properties dialog box, enter a Name for the sub strategy.
6. On the Strategy tab, select the Another page as the Run strategy on option and complete the following fields:
Page – Enter the page list populated on the GivenSAOpp clipboard page.
Strategy – Enter the strategy name.
7. Click Submit.
8. If the new next-best-action should be displayed only when an opportunity is open, then connect the new sub
strategy to the appropriate opportunities Filter component.
9. Click Save.
Clearing interaction history

1. Log in to Pega Sales Automation by using the credentials sfasamplesysadmin / install.
3. In the navigation menu, click Tools.
4. Click Reset NBAM Quadrant.
5. Repeat steps 2 through 4 for the SFA for Sales Rep portal.
Troubleshooting your configuration

When you click an action to close it, the action is not removed from the Next Best Actions dashboard widget.
.pyOutcome is not mapped or is missing from the Import component of the strategy.
The filter is not configured to remove the items that have an interaction history.
The Next Best Action dashboard widget displays only a few actions or no actions.
Clear the interaction history.
An exception occurs when using the strategy.
Verify that the properties you are using in the Proposition Filter and the When rules are set up to handle null
values.
Pega Sales Automation Next-Best-Action technical implementation

Prerequisites
To use next-best-action strategies with Pega Sales Automation, the following decisioning tools and services are
required:
Decision Strategy Manager (DSM) and Adaptive Decision Manager (ADM) must be installed on the server.
The following services must be running with a status of normal:
Decision Data Store
Adaptive Decision Manager
Data Flow
Visual Business Director
Ruleset
Pega Sales Automation Next-Best-Action uses the SA-Artifacts ruleset.
Class
A new SA-SR class (Sales Automation – Strategy Results) provides the foundation for the entire Pega Sales Automation
Next-Best-Action structure. This class has direct pattern inheritance from Data-pxStrategyResults.
Business issue, business group, and propositions

A new SANBAIssue business issue contains related business groups and propositions for Pega Sales Automation Next-
Best-Action.
You can view details for the SANBAIssue business issue in Designer Studio.
1. In Dev Studio, click Configure > Decisioning > Decisions > Proposition Management.
2. In the Business issues & groups section, click to expand the SANBAIssue business issue.
Property
The NBAForSalesRepOpp page list property holds the results of decision strategies and populates the repeating grid of
the NBASalesRepOpp section of an opportunity. This page list is populated by the NBASalesRepOpp activity.
You can view details for this property by searching for and selecting the NBAForSalesRepOpp page list property in the
Designer Studio search text header field.
Activities
Pega Sales Automation Next-Best-Action uses the following activities:
NBASalesRepOpp – This activity uses the opportunity ID as an input parameter and populates the next-best-actions
in the NBAForSalesRepOpp property. The activity opens an opportunity in the GivenSAOpp page, which acts as the
parent for the entire next-best-action data model for the activity. The activity then populates the accounts, leads,
contacts, households, competitors, and contacts related to the organization to create a tree structure of pages.
CaptureTopActions – This activity is invoked to store the next-best-action interaction response in the interaction
history.
GetNextBestAction – This activity populates the D_opportunitiesNextBestAction data page, which populates the
Next-Best-Actions widget on the sales representative's dashboard. This activity runs the
DisplaysAListOfOpportunitiesForNBA report definition, and for each opportunity, it calls the NBASalesRepOpp
activity to get the top actions for that opportunity. The activity stops when it reaches ten actions.
You can view details for each of these activities by searching for and selecting the activity name in the Designer Studio
search text header field.
Report definitions
The NBASalesRepOpp activity uses various report definitions to populate the GivenSAOpp page.
ContactsRelatedToOrganizaton – The activity uses this report definition to get the contacts that are related to the
organization.
LastActivityByOrg – The activity uses this report definition to get the last activity that was performed by the
organization.
ActiveHouseholdMembersForAllHouseHoldsLinkedWithContact – The activity uses this report definition to populate
the list of active contacts for the primary contact's households for the current opportunity.
DisplaysAListOfOpportunitiesForNBA – The activity uses the report definition to get the list of opportunities that
were closed in the current quarter and those that were closed more than a year ago, sorted by opportunity amount.
You can view details for each of these report definitions by searching for and selecting the report definition name in the
Dev Studio search text header field.
Data flows
The NBASalesRepOpp activity uses two data flows:
BuildOpportunitySpine – The activity uses this data flow to get a list of contacts, products, and competitors for the
opportunity.
NBASalesRepOpp – This data flow runs the parent NextBestActionsForSalesRep decision strategy.
You can view details for each of these data flows by searching for and selecting the data flow name in the Dev Studio
search text header field.
Strategies
Pega Sales Automation Next-Best-Action uses the following strategies:
NextBestActionsForSalesRep – This strategy is the parent strategy. It uses the GivenSAOpp page and has multiple
sub strategies. In this strategy, the results from sub strategies are grouped and ranked in priority order in the Top
3 Actions component. This component provides the top three actions and the top action to the Results component.
The top three actions are displayed in the opportunity and the top action is displayed in the Next-Best-Actions
widget on the sales representative's dashboard.
Sub Strategies – For all of the sub strategies within the main strategy (NextBestActionsForSalesRep), the strategy
evaluates a specific condition and generates an action. The sub strategies evaluate the appropriate pagelist in the
data structure, generate actions, and filter out actions that have been completed and stored in decision history
(.pyOutcome !=”Clicked”) by the CaptureTopAction activity. The Proposition Filter filters out unwanted and
unqualified actions by using When rules. The Set Property component populates the other properties for Pega Sales
Automation Next-Best-Action:
OpportunityCompetitorStrategy
HouseholdMemberStrategy
OpportunityContactStrategy
ContactRecentLeadStrategy
OpportunityProductStrategy
ServiceActionStrategy
OrganizationContactStrategy
Dashboard widget
The Dashboard_NextBestActions widget is populated by the D_OpportunitiesNextBestAction data page.
Data page
The D_OpportunitiesNextBestAction populates the Next-Best-Actions dashboard widget by calling the GetNextBestAction
activity.
Configuring LinkedIn integration in Pega Sales Automation

To use the LinkedIn Sales Navigator directly in your Pega Sales Automation application, you must integrate the LinkedIn
Sales Navigator with the Pega Sales Automation application. Integrating with LinkedIn Sales Navigator enables sales
representatives to find new contacts with recommended leads and icebreakers, as well as to find commonality among
sales representatives and their prospects. The LinkedIn Sales Navigator widget displays in contacts, opportunities,
leads, and organization screens in Pega Sales Automation.
To integrate your Pega Sales Automation with the LinkedIn Sales Navigator, perform the following steps:
1. Register your application with LinkedIn

2. Configure JavaScript SDK domains
3. Enable LinkedIn Navigator in Pega Sales Automation
Registering your application with LinkedIn

The Pega Sales Automation integration with LinkedIn requires an active LinkedIn account and application. For detailed
information about how to complete each step, see the LinkedIn developer documentation.
1. Create a LinkedIn account.

2. Create a LinkedIn application to integrate with Pega Sales Automation. You can create more than one application.
3. In your LinkedIn application, click Authentication and save the Client ID and Client Secret for further configuration.
For on-premises installations, each customer needs to create their own application key and provide it to the LinkedIn
representative.
Configuring JavaScript SDK domains

To make sure that the integration between a LinkedIn account and your Pega Sales Automation application is safe, you
must configure valid SDK domains. By doing this, you ensure that other applications cannot fraudulently represent
themselves as your own application by using the JavaScript SDK.
Before you configure JavaScript domains, add https://www.linkedin.com as a valid SDK domain. This is required for the
widget and sign in button to render.
1. In your LinkedIn application, click JavaScript.

2. Under Valid SDK Domains, add your domain(s) and the protocol.
Failure to configure a JavaScript domain results in the following error: javascript console error Error: You must specify a
valid JavaScript API Domain as part of this key's configuration.
Enabling LinkedIn Navigator in Pega Sales Automation

Before your sales representatives can use LinkedIn Sales Navigator with Pega Sales Automation, you must enable
LinkedIn Sales Navigator in your Pega Sales Automation application.
1. In the navigation panel of App Studio, click Settings.

2. Click the Social media tab.
3. In the LinkedIn integration section, perform the following steps:
1. Enter the Organization ID that you used to create your LinkedIn application.
2. Enter the Client ID that was generated as part of the Registering your application with LinkedIn task.
3. Enter the Client Secret that was generated as part of the Registering your application with LinkedIn task.
4. Click Save.
Pega Sales Automation dashboard widgets and reports

Pega Sales Automation applications provide a set of standard dashboard widgets and reports that capture your sales
data to give you a real-time view of the state of your business. You can customize the widgets that you want to display
on your personal dashboard and you can create your own reports, in addition to the Pega-provided reports, to analyze
the data that is most important to your organization.
Dashboard widgets
Reports
For information about application-specific widgets and reports, see the following articles:
Pega Sales Automation for Insurance

Pega Sales Automation for Healthcare
Dashboard widgets
Pega Sales Automation applications include the dashboard widgets that are described in this article. These widgets
capture and display information about your leads, opportunities, sales activity, goals, campaign results, and pipeline
status.
To view available widgets, complete the following steps:
1. Log in to Pega Sales Automation as a Sales Rep or Sales Manager operator.

2. On the Dashboard, click the Gear icon .
3. In the Edit dashboard pane, in the Widgets section, in any Slot, click the Add widget(s) icon .
The widgets available in Pega Sales Automation applications are described in the following table:
Portals that
Widget
Widget description include
name
widget
Activity map Matrix view of the sales team's customer engagement activity. Sales Manager
Campaign
Campaign effectiveness of the sales representative or sales team, based on the number Sales Rep,
success
of leads converted to opportunities. Sales Manager
summary
Closed +
Insight into whether the sales representative's or sales team's closed business, Sales Rep,
commit vs
combined with committed details, will attain their quota for the quarter. Sales Manager
goal
Completed
Insight into the last 30 days of activities for the top ten most active members of a sales
activities by Sales Manager
managers team, by communication type.
sales rep
Customer Open service requests associated with customers in the sales representative's assigned Sales Rep,
requests organizations. Sales Manager
Lead Sales Rep,
Stage progression for all leads created in the last six months. Provides insight into where
conversions Sales Manager,
leads are falling out of the pipeline.
by stage Sales Ops
Tabular gamification widget that ranks sales representatives based on sales and activity Sales Rep,
Leaderboards performance. Compares deals, revenue, and activities for sales representatives Sales Manager,
reporting to the same sales manager. Sales Ops
Leads by The sales representative's or sales team's leads by source for all leads created in the Sales Rep,
source last six months. Sales Manager
Lead to
The sales representative's or sales team's leads converted to opportunities by month, Sales Rep,
opportunity
with a conversion rate overlay. Sales Manager
conversions
Next best Decisioning strategies identify and rank the sale's representative's or sales manager's Sales Rep,
actions next best action for every opportunity set to close in the current quarter. Sales Manager
Next best Artificial intelligence-based insights guide sales representatives to the top offers across Sales Rep that
Portals
Widget
offers their book of business.
Open leads Widget description include
name The sales representative's or sales team's assigned leads created within the last two Sales Rep,
by create widget
days. Sales Manager
date
Open pipeline Insight into the sales team's pipeline by opportunity stages for the top ten opportunities
Sales Rep
by sales rep in the current quarter.
Sales Rep,
Open tasks The sales representative's or sales team's open tasks based on type and priority.
Sales Manager
Opportunities Sales Rep,
The sales representative's or sales team's open opportunities by competitor.
by competitor Sales Manager
Opportunities The sales representative's or sales team's open opportunities by the products being Sales Rep,
by product sold. Sales Manager
Opportunity
The stage progression for all opportunities created in the last six months. Provides Sales Rep,
conversions
insight into where opportunities are falling out of the pipeline. Sales Manager
by stage
Opportunity
The sale's representative's or sales team's opportunities by revenue industry for all won Sales Rep,
revenue by
opportunities created in the current and previous quarter. Sales Manager
industry
Sales Rep,
Pipeline The sales representative's or sales team's open opportunities by stage and amount. Sales Manager,
Sales Ops
Pipeline by Sales Rep,
The sales representative’s or sales team's pipeline by territory.
territory Sales Manager
Sales Rep,
Pipeline The sales representative's or sales team's current pipeline along with snapshots of the
Sales Manager,
growth trend pipeline for the trailing three months.
Sales Ops
Quarterly
Insight into the sales representative's or sales team's quarter-over-quarter comparison Sales Rep,
sales
of closed sales. Sales Manager
comparison
Quota The sales representative's or sales team's quarter-to-date sales as a percentage of Sales Rep,
attainment quota. Sales Manager
Sales Artificial intelligence-based insight into whether a sales representative or a sales team is Sales Rep,
futurecast going to attain quota for the quarter. Sales Manager
Sales
Artificial intelligence-based insight into the effectiveness of sales representatives based
manager Sales Manager
on the number of contacts created, leads converted, and opportunities in the pipeline.
coach
Sales coach Artificial intelligence-based insight into coaching actions for sales representatives. Sales Manager
Successful All referral leads opened by a sales representative that are being managed by other Sales Rep,
referrals sales representatives. Sales Manager
Top 5 The sales representative's or sales team's top five opportunities that are in the final two Sales Rep,
opportunities stages of the sales process, by dollar amount. Sales Manager
Upcoming Upcoming birthdays for contacts in the sales representative's or sales manager's Sales Rep,
birthdays territory. Includes email and mobile call capabilities. Sales Manager
Sales Rep,
Win/loss The sales representative's or sales team's won and lost opportunities in the last six
Sales Manager,
analysis months with a win rate overlay.
Sales Ops
Reports
Pega Sales Automation applications include the reports that are described in this article. Use these reports to review
information about your accounts, contacts, leads, and opportunities, and to track data import and sales activity,
For information about additional reports available in all Pega applications, see Standard reports and categories.
To view a report, complete the following steps.
1. Log in to Pega Sales Automation as a Sales Rep or Sales Manager operator.

2. In the navigation pane, click Reports.
3. In the Public Categories section, click a report category, then select a report from the list.
Report categories
Account and Contact reports
Data Import reports
Lead reports
Opportunity reports
Sales reports
Account and Contact reports
Information about accounts, contacts, and organizations.
Report name Rule name Report description

Accounts List crmAccountsList All accounts in the database; no date parameters.
Contacts
ReportList
name crmContactsList
Rule name All contacts in the Report
database;
description
no date parameters.
Organizations List crmOrganizationsList All organizations in in the database; no date parameters.
New Accounts crmNewAccounts All accounts created in the last 30 days.
New Contacts crmNewContacts All contacts created in the last 30 days.
New Organizations crmNewOrganizations All organizations created in the last 30 days.
Data Import reports
Information about data imports that are performed by using the Data Import wizard.

Account Account Account records imported by using the Data Import wizard.
Competitors Competitors Competitor records imported by using the Data Import wizard.
Contact Contact Contact records imported by using the Data Import wizard.
Lead Lead B2B lead records imported by using the Data Import wizard.
LeadInd LeadInd B2C lead records by using the Data Import wizard.
Operator Operator Operator records imported by using the Data Import wizard.
Opportunity Opportunity B2B opportunity records imported by using the Data Import wizard.
OpportunityInd OpportunityInd B2C opportunity records imported by using the Data Import wizard.
Organization Organization Organization records imported by using the Data Import wizard.
Partners Partners Partner records imported by using the Data Import wizard.
Product Product Product records imported by using the Data Import wizard.
Territory Territory Territory records imported by using the Data Import wizard.
TimePeriods TimePeriods Time periods imported by using the Data Import wizard.
Lead reports
Information about new leads and year-to-date activity for all leads.

Converted Leads crmConvertedLeads For the current year, all leads converted to opportunities.
Leads by Source crmLeadsBySource For the current year, all active leads in the sales pipeline, by source.
Leads List crmLeadsList All leads in the database; no date parameters.
Leads with no For the current year, all leads that have been inactive for 30 days or
crmLeadsWithNoUpdates
Updates more.
New Leads crmNewLeads All leads created in the last 30 days.
Opportunity reports
Information about new opportunities and year-to-date activity for all opportunities.

Closed Opportunities crmWonOpportunities For the current year, all opportunities closed as won.
New Opportunities crmNewOpportunities All opportunities created in the last 30 days.
For the current year, all active opportunities in the sales pipeline,
Opportunities by Owner crmOpportunitiesByOwner
by owner.
For the current year, all active opportunities in the sales pipeline,
Opportunities by Source crmOpportunityBySource
by source.
Opportunities in Pipeline crmOpportunityPipeline All active opportunities in the sales pipeline, by stage.
Opportunities List crmOpportunitiesList All opportunities in the database; no date parameters.
Opportunities with no For the current year, all opportunities that have been inactive for
crmOppsWithNoUpdates
Activity 30 days or more.
Sales reports
Information about all opportunities won year-to-date and progress toward meeting sales revenue goals.

Goal Attainment GoalAttainment For the current year, revenue goal attainment metrics, by operator.
Lost Sales crmLostSales For the current year, all opportunities lost, by account.
Sales by Account crmSalesByAccount For the current year, all opportunities won, by account
Sales by Rep crmSalesByRep For the current year, all opportunities won, by sales representative.
Using Pega for Outlook with Pega Sales Automation

Pega Sales Automation provides two add-ins that you can install and configure to integrate the application with
Microsoft Outlook. Both add-ins provide real-time, context-specific insight into your Pega Sales Automation contacts,
leads, opportunities, accounts, and organizations directly from Microsoft Outlook.
Unless your organization is using Outlook 2010, we recommend the Office add-in, because it leverages the latest add-in
technology, is easier to deploy, and is supported on more devices. Outlook 2016 offers the best customer experience.
Also, consider support for pinnable behavior, as described in the following table.
Pega for Outlook Office add-in Pega for Outlook VSTO add-in
32-bit and 64-bit Outlook 2010, 2013, and
2016 clients.
Microsoft 32-bit and 64-bit Outlook 2013 and 2016 for Windows clients.
Outlook Requires local installation - not supported
Outlook for Mac 2016 (with Exchange 2013 Service Pack 1 or
Client higher). on Office 365 Outlook in the web.
support
Not supported on Outlook 2010 for Windows. Not supported on any version of Outlook
for Mac.
Supports Office 365 Outlook on the web.

Web Mail Does not support the Outlook Web App for Exchange 2013 and Not supported on any web mail platform.
support
2016 because these web clients do not support taskpane style
add-ins.
Microsoft Support for Exchange Server versions 2013, 2016, and

Exchange Microsoft Exchange Online (365). Support for versions 2010, 2013, 2016,
Server and Microsoft Exchange Online (365).
support Not supported on Microsoft Exchange 2010.
Supported on iOS and Android Outlook Apps and browsers
Mobile Not supported on any mobile devices.
using Office 365 accounts.
Deployment
Import a manifest file on the Microsoft Exchange server to
and Requires installation on each user’s PC.
enable the add-in for all or for select users.
installation
Supports single sign-on (SSO) functionality. After you log in to Does not support single sign-on (SSO)
SSO the Pega for Outlook Office add-in for the first time, you can functionality, but it does remember your
support access it from any device without reentering your login password until you explicitly log out of the
credentials. add-in.
On Outlook 2016 for PC and Office 365 Outlook on the web,
use the Pinnable taskpane feature to keep the add-in open for Remains open in both email and calendar
Display
emails. views. Users can temporarily collapse
behavior
add-in.
Pinnable support is not available on Outlook 2013.
Unsync is not supported. After an email or
Sync
Unsync is supported. meeting is synced from the add-In, it can
support
not be unsynced.
For more information about the Sales Automation integration with Microsoft Outlook, see:
Integrating Pega Sales Automation with Microsoft Outlook by using the Pega for Outlook Office add-in
Integrating Pega Sales Automation with Microsoft Outlook by using the Pega for Outlook VSTO add-in
After you complete the installation and configuration of the Pega for Outlook VSTO add-in, you can use your Microsoft
Outlook client software to connect your email messages and calendar appointments with Pega Sales Automation
records. Access the Pega for Outlook Office add-in in both Microsoft Outlook Client software and browsers.
To see information about the recipients of a Microsoft Outlook message, click the message in your Microsoft
Outlook folder. Data related to the contacts in that message automatically display in the Pega Sales Automation
side panel. When the message is opened, all of the email addresses in the message are sent to Pega Sales
Automation and are compared to existing Pega Sales Automation contact addresses. If there is a match, the
contact's information together with the associated objects information is displayed in the Pega Sales Automation
panel.
To synchronize messages and appointments between Microsoft Outlook and Pega Sales Automation, look at the
Pega Sales Automation panel in Microsoft Outlook.
A green check icon when you select a message indicates that the message has been synchronized with Pega
Sales Automation. To open Sales Automation in your default web browser, click the icon and select View in
Browser. To see more details, click the Activities tab.
A blue email icon next to a message indicates that it is not yet synchronized with Pega Sales Automation. To
synchronize the message, click the blue icon. When synchronization is complete, the icon turns into green
check icon.
To see the meeting in Pega Sales Automation, click the entry in Pega Sales Automation panel and select View in
Browser, then click the Activities tab.
To search all Pega Sales Automation work objects from Microsoft Outlook, in the Pega Sales Automation panel,
click the Search field. To open any of the results in Pega Sales Automation, click an item in the search results and
select View in Browser.
Integrating Pega Sales Automation with Microsoft Outlook by using the

Pega for Outlook Office add-in
Pega Sales Automation provides a Pega for Outlook Office add-in that you can use to integrate your application with
multiple client types depending on Exchange server versions.
For a list of Pega for Outlook Office add-in limitations, see Using Pega for Outlook with Pega Sales Automation.
With the Pega for Outlook Office add-in, you can perform the following actions:
Search, open, and display Pega Sales Automation leads, contacts, opportunities, organizations, and accounts.
Synchronize emails and appointments.
Associate emails or appointments with contacts, leads, opportunities, organizations, and accounts.
Create contacts, leads, opportunities, activities, and tasks.
The Pega for Outlook Office add-in supports the following features:
Single sign-on (SSO) – after you log in to the add-in for the first time, you can access it from any device, without
reentering your login credentials.
Pinnable taskpane – leave the add-in taskpane open in your mailbox when you switch between messages.
Pinnable taskpane is supported only by Outlook 2016 for Windows and Outlook Online. For more information, see
Pinnable taskpane.
If you customize your URL pattern by replacing prweb in your URL with a custom value, you must override the
OutlookLogin.js and OutlookAddIn.js script files in your implementation layer. Pinnable taskpane is supported in an
email or appointment reply as well.
Prerequisites
Verify that your server is SSL enabled (HTTPS).
Verify that third-party cookies are enabled for your browser. To learn how to enable them, see your browser's
online documentation.
If you are using Microsoft Edge to access a private server, add https://outlook.office.com to your list of trusted
websites.
To configure Outlook add-in on iPhone in Safari, allow cross-site tracking in Safari.
To install the Pega for Outlook Office add-in, complete the following steps:
Configuring the Web server

Configuring the manifest file
Configuring settings for the Pega for Outlook Office add-in
Authenticating the Pega for Outlook Office add-in using a custom single-sign-on (SSO)
Publishing the add-in as an organizer
Publishing the add-in as an individual mailbox user
(Optional): Updating calendar items from Sales Automation portal
Configuring the Web server

Configure your Sales Automation server for the Pega for Outlook Office add-in user by adding the AddIn folder and
entering your authentication credentials.The AddIn folder contains the required images for your Pega for Outlook Office
add-in integration.
You can replace the Pega-provided icons in the AddIn/Images folder with your own images. However, you must use the
Pega-provided icon names for your images because these names are referenced in the manifest URLs.
1. Download the following AddIn folder: AddIn folder.

2. Open the WinSCP Login dialog and log in to your server.
3. Add the AddIn folder to the /opt/tomcat/webapps directory.
4. If you are using Tomcat 7 or later, to designate the Pipe symbol '|' as a valid character in your query parameters, in
the /opt/tomcat/conf directory, add tomcat.util.http.parser.HttpParser.requestTargetAllow=|{} to
catalina.properties.
5. In the /opt/tomcat/webapps/prweb/WEB-INF folder, to authenticate the Pega for Office Outlook add-in user, open
the web.xml file and add the following servlet and servlet mappings:
<servlet>
<servlet-name>OutlookAddIn</servlet-name>
<display-name>OutlookAddIn</display-name>
<description>Internet Application Composer, using custom authentication techniques</description>
<servlet-class>com.pega.pegarules.internal.web.servlet.WebStandardBoot</servlet-class>
<init-param>
<param-name>PegaEtierClass</param-name>

<param-value>com.pega.pegarules.session.internal.engineinterface.service.HttpAPI</param-value>
</init-param>
<init-param>
<param-name>AuthenticationType</param-name>
<param-value>PRCustom</param-value>
</init-param>
<init-param>
<param-name>RuntimeServletName</param-name>
<param-value>OutlookAddIn</param-value>
</init-param>
<init-param>
<param-name>AuthService</param-name>
<param-value>OutlookAddinService</param-value>
</init-param>
</servlet>
<servlet-mapping>
<url-pattern>/OutlookAddIn</url-pattern>
</servlet-mapping>
<servlet-mapping>
<url-pattern>/OutlookAddIn/*</url-pattern>
</servlet-mapping>
Configuring the manifest file

To provide your URLs for the Pega for Outlook Office add-in, configure the manifest file.
If you are authenticating the Pega for Outlook Office add-in by using a custom single sign-on (SSO), follow the
instructions for Authenticating the Pega for Outlook Office add-in using a custom single-sign-on (SSO).
1. In the Dev Studio header search text field, search for and download the OAddinManifest.xml file.
2. Open the OAddinManifest.xml file.
3. Configure the manifest file elements as shown in the following table:
Manifest
file
Manifest file element element Sample input
required
data
Enter the
unique ID of
<Id>String</Id> your Office <Id>6ac7a924-6039-42e5-8d0c-63a0b9c31417</Id>
Addin-in as a
GUID.
Enter the
URL of the
image that
is used to
<IconUrl
<IconUrl DefaultVAlue=" " /> represent
DefaultValue="https://10.60.215.243:8443/AddIn/Images/Icon64.png"/>
your Pega
for Outlook
Office add-
in.
Enter the
source file
locations for
your Pega
for Outlook
Office add-in
as a URL
between 1
<SourceLocation
<SourceLocation DefaltValue=" and 2,018
DefaultValue="https://10.60.215.243:8443/prweb/OutlookAddIn?
"/> characters pyActivity=@baseclass.OutlookShowLoad&pzAuth=guest"/>
long.
The source
location
must be an
HTTPS
address,
Manifest not
a filefile
path.
Manifest file element element Sample input
Enter the
required
URLdata
of the
<bt:Images> images that <bt:Images>
are used to
<bt:Image id="icon16" represent <bt:Image id="icon16"
DefaultValue=""/> your Pega DefaultValue="https://10.60.215.243:8443/AddIn/Images/Icon16.png"/>
<bt:Image id="icon32" for Outlook <bt:Image id="icon32"
DefaultValue=""/> Office add- DefaultValue="https://10.60.215.243:8443/AddIn/Images/Icon64.png"/>
<bt:Image id="icon80" in. Microsoft <bt:Image id="icon80"
DefaultValue=""/> recommends DefaultValue="https://10.60.215.243:8443/AddIn/Images/Icon80.png"/>
using three
</bt:Images> images: </bt:Images>
16px, 32px,
and 80px.
<bt:Urls> <bt:Urls>
<bt:Url <bt:Url id="messageReadTaskPanelUrl"

id="messageReadTaskPanelUrl" DefaultValue="https://10.60.215.243:8443/prweb/OutlookAddIn?
DefaultValue=""/> pyActivity=@baseclass.OutlookShowLoad&pzAuth=guest"/>
</bt:Urls> </bt:Urls>
Configuring settings for the Pega for Outlook Office add-in

To determine how the Pega for Outlook Office add-in handles attachments and to specify the internal domains to filter
out from the Add a Person list for emails and appointments, configure settings in Pega Sales Automation. Configuration
is divided into the following parts: App Studio settings and Developer settings.
1. In the explorer panel of App Studio, click Settings > Application Settings.
2. Click the Microsoft Exchange tab.
3. In the Outlook add-in settings section, complete the following steps:
1. If you want to process attachments when synchronizing emails and appointments, select the Process
attachments check box. For more information, see Configuring Pega Sales Automation to Microsoft Exchange
calendar integration.
2. Enter the Internal domains that you want to filter out when populating the Add a Person list for emails and
appointments. For example, if you enter, in.pega.com, any email or appointment recipients that have the domain
@in.pega.com do not display in the Add a Person list. If you enter multiple domains, enter the domain names
as comma separated values. For example, pega.com, in.pega.com .
4. Click Save.
5. Enter the certificate location to validate the JWT token which is used to establish SSO across devices.
1. In Dev Studio, click Records > Security > Keystore > Office365.
1. If you are using Office 365, no action is needed.
2. If you are using an on-premises Exchange 2013 or 2016 server, change the KeyStore URL to reflect that.
For example, if you are using an Exchange 2013 server with the URL, mail.in.company.com, then your
KeyStore URL is: https://mail.in.company.com /autodiscover/metadata/json/1/.
6. Configure an Email Listener account by clicking Dev Studio > Records > Integration Resources > Email Listener >
OfficeAddInComposeView > Email Account and make sure that the listener address is correct. It is recommended
not to have multiple listeners configured with the same email account (within or across systems).
1. If the synchronization is not automatic, configure the Email Listener account with IMAP option (send event
invitations in iCalendar format) in Exchange Server.
2. In Office 365 mailbox, configure the Mail settings. Open Mail Settings > POP/IMAP settings and make sure to
check Send Event Invitations in iCalendar format.
7. Enable sync in the compose view.
Authenticating the Pega for Outlook Office add-in by using a custom

single-sign-on (SSO)
The Pega for Outlook Office add-in includes an authentication service called OutllookAddInService (servlet
name:OutlookAddIn) that enables you to use a single-sign-on (SSO) functionality. The authentication service uses Pega
Sales Automation operator credentials and a Microsoft Exchange Server JWT token to validate users.
If you want to use your organization's SSO service to allow authentication by using network credentials, rather than the
Microsoft Exchange Server JWT token, complete the following steps:
1. Open the OAddinManifest.xml file.

1. Search for the OutlookAddIn servlet and replace it with your SSO servlet.
2. Search for pyActivity=@baseclass.OutlookShowLoad&pzAuth=guest and replace it with pyActivity=Data-Portal.OutlookLogin.The URL
should now appear as: https://pegadevap.murex.com/prweb/sso?pyActivity=Data-Portal.OutlookLogin.
2. Log in to Dev Studio.
3. In the Records explorer, click SysAdmin > Authentication Service.
4. Select your SSO and copy your identity provider (idP) domain name. Make sure the domain is https.
5. In the manifest file, add your idP domain under the <AppDomains> element.
6. Import the manifest file for your mailbox user account and verify the add-in.
7. In the Dev Studio header search text field, search for and select the Outlookaddin.js file.
8. Find the following two lines in the Outlookaddin.js file:
var snapstartURL = prpcURL.concat("/prweb").concat("?pyActivity=").concat("Data-Portal.OutlookViewInBrowser");
var clientURL = prpcURL.concat("/prweb").concat("?pyActivity=").concat("Data-Portal.OutlookViewInBrowser&outlookWO=" +insHandle);
10. Add your SSO servlet after prweb in each line ("/prweb/SSO").
For example:
var snapstartURL = prpcURL.concat("/prweb/SSO").concat("?pyActivity=").concat("Data-Portal.OutlookViewInBrowser");
var clientURL = prpcURL.concat("/prweb/SSO").concat("?pyActivity=").concat("Data-Portal.OutlookViewInBrowser&outlookWO=" +insHandle
Publishing the Pega for Outlook Office add-in as an organizer to all

mailbox users
If you need to publish the Pega for Outlook Office add-in to all mailbox users, complete the following steps:
1. Log in to Microsoft Office 365 as an admin user and open the Microsoft Exchange Admin center.
2. Click Admin > Exchange > Organization > Add-ins.
3. Click Add > Add from File.
4. Upload and install the OAddinManifest.xml file that you configured for your Pega for Outlook Office add-in.
1. Log in to Pega Sales Automation as an administrator.
2. In the Dev Studio header search text field, search for and select the OAddinManifest.xml file.
3. Click Download file.
4. Open the file and change the Pega-provided URLs to match the URLs for your implementation.
5. Double-click the application to open the Edit Add-in settings window and review the default settings. If you select
the Optional, disabled by default option, your users must manually enable the add-in.
Publishing the Pega for Outlook Office add-in to an individual mailbox

user
If you need to publish the Pega for Outlook Office add-in to only one mailbox user, complete the following steps:
1. From your Microsoft Office 365 inbox, in the top-right corner of the screen, click the Gear icon.
2. In the Settings pane, click Manage add-ins.
3. Click Click here to add a custom add-in.
4. Click Add from file and upload the OAddinManifest.xml file that you configured for your Pega for Outlook Office add-
in.
Optional: Updating calendar items from Sales Automation portal

Perform the following steps only if you enabled the Pega for Outlook Office add-in without configuring the Pega Sales
Automation to Microsoft Exchange calendar integration feature.
If you configure the Pega Sales Automation to Microsoft Exchange calendar integration after enabling the Pega for
Outlook Office add-in you will not be able to update the calendar items from the Sales Automation portal. Meetings
synchronized using the Outlook add-in can not be updated in the portal until running the
MigrateOfficeAddinAppointment activity.
Integrating Pega Sales Automation with Microsoft Outlook by using the

Pega for Outlook VSTO add-in
Pega Sales Automation provides a Pega for Outlook VSTO add-in that allows you to integrate your application with
Microsoft Outlook 2010, 2013, or 2016.
With the Pega for Outlook VSTO add-in, you can search, open, and display Pega sales Automation leads, contacts, and
opportunities from within Microsoft Outlook. You can also create emails, appointments, activities, and contacts in
Microsoft Outlook and synchronize them with Pega Sales Automation.
For a list of Pega for Outlook Office add-in limitations, see Using Pega for Outlook with Pega Sales Automation.
Prerequisites
Microsoft .NET Framework 4.5
Microsoft Outlook version 2010, 2013, or 2016
To configure and install the Pega for Outlook VSTO add-in, complete the following steps:
Configuring settings for the Pega for Outlook VSTO add-in

Installing the Pega for Outlook VSTO add-in
Optional: Configuring Microsoft Outlook with custom authentication
Configuring settings for the Pega for Outlook VSTO add-in

Configure settings in Pega Sales Automation to control the display of the Pega for Outlook VSTO add-in, determine how
the add-in handles attachments, and specify internal domains to filter out from the Add a Person list for emails and
appointments.
3. In the Outlook add-in settings section, enter the Internal domains that you want to filter out when populating the
Add a Person list for emails and appointments.
4. In the VSTO add-in only sections, to determine how the add-in displays in Pega Sales Automation, select one of the
following Side panel configuration options:
Explorer Only – The side panel opens by default in Explorer, but a button displays in Compose, Reply, and
Read Only Inspector. Recommended for 32 bit.
Explorer Compose & Reply – The side panel opens by default in Explorer, Compose, and Reply, but a button
displays in Read Only Inspector. Suitable for 32 bit.
All – The side panel opens by default in all views. Recommended for 64 bit.
5. In the VSTO add-in only section, in the Maximum side panel width (pixels) field, enter 320.
6. Click Save.
Installing the Pega for Outlook VSTO add-in

Install the Pega for Outlook VSTO add-in on the workstation of each Pega Sales Automation user who will use the
Microsoft Outlook integration.
1. Exit Microsoft Outlook, if it is already running.

2. Open the /Install/Optional/PegaForOutlook/ directory from the Pega Sales Automation installation media and launch
Pega for Outlook setup.exe.
3. Follow the Pega Sales Automation Outlook Add-in Setup wizard instructions and complete the installation process.
If the Microsoft .NET runtime is not already installed, during the installation process, the installer attempts to
download and install the appropriate version.
4. After the installation is complete, launch Microsoft Outlook and confirm that you want to enable the Pega for
Outlook VSTO add-in.
5. In the Pega for Outlook section of the Add-Ins tab, click Login and provide the information that Microsoft Outlook
needs to log in to your Pega Sales Automation application, including your Pega Sales Automation server URL,
operator ID, and password. If you change the operator's password on the Pega Sales Automation server, you must
update the password in the Pega for Outlook section of the Add-Ins tab.
A Pega Sales Automation panel now displays in Microsoft Outlook. The panel shows the relevant organizations, accounts,
contacts, leads, and opportunities based on the email or appointment that you are viewing in Microsoft Outlook. You can
also search for and create work objects from within the add-in.
Optional: Configuring Microsoft Outlook with custom authentication

To set up custom authentication for Microsoft Outlook, you must create a new AuthenticationServlet dynamic system
setting under the PegaFW-Outlook ruleset.
1. In Dev Studio, click Create > SysAdmin > Dynamic System Settings.
2. On the Create Dynamic System Settings form, in the Owning Ruleset field, enter PegaFW-Outlook, then enter a
Short Description and Setting Purpose for the new setting.
3. Click Create and Open.
4. On the Edit Dynamic System Settings form, in the Value field, enter the servlet path of the authentication service.
For example, if the servlet path is /prweb/PRWebLDAP1, enter PRWebLDAP1 in the Value field.
5. Click Save.
Microsoft Exchange to Pega Sales Automation calendar integration

Microsoft Exchange to Pega Sales Automation calendar integration is a background process that synchronizes your
Microsoft Exchange calendar with your Pega Sales Automation calendar.
You have the following options for synchronizing your calendars:
Push mechanism (recommended) – The push mechanism listens for Exchange Web Services (EWS) notifications to
identify new, updated, and canceled appointments on the Microsoft Exchange server and then synchronizes the
appointments with your Pega Sales Automation calendar. For more information, see Configuring the push
mechanism for Microsoft Exchange to Pega Sales Automation calendar integration.
Polling mechanism – The polling mechanism checks for new, updated, and canceled appointments on the Microsoft
Exchange server and then synchronizes the appointments with your Pega Sales Automation calendar. Use the
polling method only if the push mechanism is not available for your implementation. For more information, see
Configuring the polling mechanism for Microsoft Exchange to Pega Sales Automation calendar integration.
Prerequisites
You must complete the steps that are required to configure the Pega Sales Automation to Microsoft Exchange calendar
integration before you can configure the Microsoft Exchange to Pega Sales Automation calendar integration. For details,
see Configuring Pega Sales Automation to Microsoft Exchange calendar integration.
Limitations
The following calendar integration functionality is not supported when using Pega Sales Automation 7.31 and 7.4:
Synchronizing recurring appointments from Microsoft Exchange to Pega Sales Automation

Synchronizing private appointments from Microsoft Exchange to Pega Sales Automation
Accepting an appointment from Pega Sales Automation
The following calendar integration functionality is not supported when using Pega Sales Automation 7.22 with Hfix-
33779:
Synchronizing recurring appointments from Microsoft Exchange to Pega Sales Automation

Synchronizing private appointments from Microsoft Exchange to Pega Sales Automation
Synchronizing meeting attachments from Microsoft Exchange to Pega Sales Automation
Accepting an appointment from Pega Sales Automation
Associating a Pega Sales Automation appointment with organizations, accounts, or opportunities
Capturing attendee responses in Pega Sales Automation
Configuring the polling mechanism for Microsoft Exchange to Pega

Sales Automation calendar integration
Microsoft Exchange calendar to your Pega Sales Automation calendar. The polling mechanism for calendar integration
checks for new, updated, and canceled appointments on your Microsoft Exchange server and then synchronizes the
appointments to your Pega Sales Automation calendar.
Use the polling method only if the push mechanism is not available for your implementation. For best results, use the
push mechanism for Microsoft Exchange to Pega Sales Automation calendar integration.
Prerequisites
Before you can configure the Microsoft Exchange to Pega Sales Automation calendar integration, you must configure
and initiate the polling mechanism for Microsoft Exchange to Pega Sales Automation calendar synchronization. For
details, see the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.
Configuring settings for calendar integration

Defining the interval for the calendar synchronization polling agent
Starting the calendar synchronization polling agent
Enabling operators for calendar synchronization

You must configure application settings for your Microsoft Exchange calendar integration.
1. Log in to Pega Sales Automation as a Sales Ops operator.

4. In the Exchange Integration section, to enable calendar integration, click the Microsoft Exchange calendar
integration check box, then enter the calendar integration settings for your implementation as described in the
following table:
Setting
Setting value
name
Exchange
Enter the URL for your Microsoft Exchange server.
URL
Pega Sales Automation supports Microsoft Exchange 2010 and 2013.

Exchange
Enter the Microsoft Exchange version for your implementation in the following format:
version
Exchange2010
Exchange2013
Microsoft Exchange supports a batch range of 1 to 512.

Batch size
To tell the application the number of calendar items to process in each batch for a mailbox user, enter
the batch size. The push agent continues to loop until all calendar items are synchronized.
Notification Enter the end point URL for the PushNotificationsListener REST service for Microsoft Exchange service
URL notifications.
Enter the number of minutes to use as the maximum timeout value before canceling the
Notification
synchronization and sending a calendar synchronization failure email notification. The application
frequency
retries the synchronization until the timeout limit is reached. For optimal performance, enter 30 for
(min)
this setting.
Enter the email addresses of the operators to whom you want to send calendar synchronization failure
email notifications. Separate email addresses by using a semicolon (;).
Notify sync
failure to For a description of common calendar synchronization failure messages, see Failure messages for
Pega Sales Automation calendar synchronization with Microsoft Exchange.
Setting
Setting value
name
6. Click Save.
Defining the interval for the calendar synchronization polling agent

The following agents are available for calendar synchronization in Pega applications:
PegaCRM-SFA – Intended for use with the Pega Sales Automation application.
PegaCRMFW-ExchangeImpl – Intended for use with other Pega applications.
Only PegaCRM-SFA agents should be enabled for Pega Sales Automation implementations.
To tell Pega Sales Automation how frequently to run the calendar synchronization polling agent, you must define an
interval in seconds. To avoid locking issues, you should run the polling agent on a single node.

2. In the Dev Studio header search text field, search for and select the PegaCRM-SFA agent.
3. On the Schedule tab, enter the Interval (sec) for the CalendarSynchronization agent.
4. Click Save.
Starting the calendar synchronization polling agent

When you start the calendar synchronization polling agent for the first time, Pega Sales Automation begins to
synchronize all future appointments for the operators that are enabled for calendar synchronization. During the initial
synchronization, the polling agent also synchronizes past appointments for the operators within a specified time period.
The time period that is used for synchronizing past appointments is driven by the IsSkipAppointment when rule. The
default value for this rule is 180 days.
After the initial synchronization completes, the polling agent only synchronizes future appointments that have been
created, updated, or deleted since the last synchronization.

2. In Dev Studio, click Configure > System > Operations > System Management Application.
3. In the navigation panel, click Agent Management > Agents.
4. Select the CalendarSynchronization agent.
5. In the Single activity in queue toolbar, click Start.

You must enable calendar synchronization for each operator who will use the feature.
You can enable calendar synchronization in bulk for existing operators by using the Pega Sales Automation Data
Import wizard to update your operator records in Pega Sales Automation.
You can enable calendar synchronization for a new operator when you create the operator record in Pega Sales
Automation.
To verify that calendar synchronization is enabled for an operator, complete the following steps:
1. In Dev Studio, click Launch web interface > Sales Ops.

2. In the navigation pane, click Operators.
3. Open the operator record.
4. Verify that the Calendar Sync option is set to True.
5. Verify that the email address in the Email field is the operator's Microsoft Exchange email address.
6. To change the operator's calendar synchronization access or email address, click Actions > Update Operator
Profile.
Configuring the push mechanism for Microsoft Exchange to Pega Sales

Automation calendar integration
Microsoft Exchange calendar with your Pega Sales Automation calendar. The push mechanism for calendar integration
listens for Exchange Web Services (EWS) notifications to identify new, updated, and canceled appointments on the
Microsoft Exchange server, then synchronizes the appointments with your Pega Sales Automation calendar.
For information about the cloud configuration requirements, see Cloud configuration requirements for Pega Sales
Automation calendar synchronization with Microsoft Exchange.
Prerequisites
Before you can configure the Microsoft Exchange to Pega Sales Automation calendar integration, you must configure
and initiate the push mechanism for Microsoft Exchange to Pega Sales Automation calendar integration. For details, see
the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.

Configuring the service package for the REST service listener
Defining the interval for the calendar synchronization push agents
Starting the calendar synchronization push agents

You must configure application settings for your Microsoft Exchange calendar integration.
3. In the Exchange Integration section, to enable calendar integration, select the Microsoft Exchange calendar
integration check box, then enter the calendar integration settings for your implementation as described in the
following table:
Setting
Setting value
name
Exchange
Enter the URL for your Microsoft Exchange server.
URL
Pega Sales Automation supports Microsoft Exchange 2010 and 2013.
Enter the Microsoft Exchange version for your implementation in the following format:
Exchange
version Exchange2010
Exchange2013
Exchange2016
Exchange365
Microsoft Exchange supports a batch range of 1 to 512.

Batch size Enter the batch size to tell the application the number of calendar items to process in each batch for a
mailbox user. The push agent continues to loop until all calendar items are synchronized.
Notification Enter the end point URL for the PushNotificationsListener REST service for Microsoft Exchange service
URL notifications.
Enter the number of minutes to use as the maximum timeout value before canceling the
Notification
synchronization and sending a calendar synchronization failure email notification. The application
frequency
retries the synchronization until the timeout limit is reached. For optimal performance, enter 30 for
(min)
this setting.
Enter the email addresses of the operators to whom you want to send calendar synchronization failure
Notify sync email notifications. Separate email addresses by using a semicolon (;).
failure to
For a description of common calendar synchronization failure messages, see Failure messages for
Pega Sales Automation calendar synchronization with Microsoft Exchange.
6. Click Save.
Configuring the service package for the REST service listener

Modify the service access group in the EWSPushNotifications service package for your implementation.

2. In the Dev Studio header search text field, search for and select the EWSPushNotifications service package.
3. On the Context tab, enter the Service access group for your implementation.
4. Click Save.
Defining the interval for the calendar synchronization push agents

The following agents are available for calendar synchronization in Pega applications:
PegaCRM-SFA – Intended for use with the Pega Sales Automation application.
PegaCRMFW-ExchangeImpl – Intended for use with other Pega applications.
Only PegaCRM-SFA agents should be enabled for Pega Sales Automation implementations.
To tell Pega Sales Automation how frequently to run the calendar synchronization push subscriptions and push
notifications agents, you must define an interval in seconds. You should run the push agents on multiple nodes.

2. In the Dev Studio header search text field, search for and select the PegaCRM-SFA agent.
3. On the Schedule tab, enter the Interval (sec) for the ManagePushSubscriptionsForCalendarSync agent and the
ProcessEWSPushNotifications agent.
4. Click Save.
Starting the calendar synchronization push agents

When you start the calendar synchronization push agents for the first time, Pega Sales Automation begins to
synchronize all future appointments for the operators that are enabled for calendar synchronization. During the initial
synchronization, the push agents also synchronize past appointments for the operators within a specified time period.
The time period that is used for synchronizing past appointments is driven by the IsSkipAppointment when rule. The
default value for this rule is 180 days.
After the initial synchronization completes, the push agents only synchronize future appointments that have been
created, updated, or deleted since the last synchronization.

2. In Dev Studio, click Configure > System > Operations > System Management Application.
3. In the navigation panel, click Agent Management > Agents.
4. To subscribe operators to the calendar synchronization push agent, select the
ManagePushSubscriptionsForCalendarSync agent. Only operators who are enabled for calendar synchronization are
subscribed to the agent.
5. To run the synchronization, select the ProcessEWSPushNotifications agent.
6. In the Single activity in queue toolbar, click Start.

You must enable calendar synchronization for each operator who will use the feature.
You can enable calendar synchronization in bulk for existing operators by using the Pega Sales Automation Data
Import wizard to update your operator records in Pega Sales Automation.
You can enable calendar synchronization for a new operator when you create the operator record in Pega Sales
Automation.
To verify that calendar synchronization is enabled for an operator, complete the following steps:

2. In Dev Studio, click Launch web interface > Sales Ops.
3. In the navigation pane, click Operators.
4. Open the operator record.
5. Verify that the Calendar Sync option is set to True.
6. Verify that the email address in the Email field is the operator's Microsoft Exchange email address.
7. To change the operator's calendar synchronization access or email address, click Actions > Update Operator
Profile.
Failure messages for Microsoft Exchange to Pega Sales Automation

calendar integration
Calendar integration is a background process that synchronizes your Microsoft Exchange calendar with your Pega Sales
Automation calendar. If the calendar synchronization process fails, Pega Sales Automation sends an email notification
message to the recipients that you specified when you configured the settings for your calendar integration.
The following table contains descriptions of some common calendar synchronization failure messages:
Calendar synchronization failure message Root cause / solution
The mailbox is not configured in Microsoft

Exchange.
The SMTP address has no mailbox associated with it.
Configure the mailbox in Microsoft
Exchange with the required email address.
The Microsoft Exchange Server is available

Exchange Web Services are not currently available for this request but is not able to process your request.
because none of the Client Access Servers in the destination site could
process the request. Increase the RAM of the Microsoft Exchange
Server.
Microsoft Exchange did not respond within

the specified timeout period.
Read timed out.
For additional information, see the Microsoft
website.
Network access is down.

outlook.office365.com
Retry when network access resumes.
The throttling limit has been exceeded.

Connection reset. For additional information, see the Microsoft
website.
Calendar synchronization failure message Root cause / solution
This is typically a transient error.
Active Directory is unavailable. Try again later. If the error persists, troubleshoot the
Microsoft Exchange Server or contact
Microsoft support.
The Microsoft Exchange Server that you

specified in Pega Express is not valid.
The specified server version is invalid.
Enter a valid Microsoft Exchange Server
version in Pega Express.
Cloud configuration requirements for Pega Sales Automation calendar

synchronization with Microsoft Exchange
The location of your Pega application server (client server) and your Microsoft Exchange server has an impact on the
configuration requirements for calendar synchronization. If you are hosting one server on-premises and one in the cloud,
additional setup is required.
Configuration requirements when your Pega application server is in the cloud and your Microsoft Exchange server
is on-premises
Configuration requirements when your Pega application server is on-premises and your Microsoft Exchange server
is in the cloud
Configuration requirements when your Pega application server is in

the cloud and your Microsoft Exchange server is on-premises
If your Pega application server is in the cloud and your Microsoft Exchange server is on premises, review the following
configuration requirements for sending requests and receiving notifications from your Microsoft Exchange server.
Sending requests to your Microsoft Exchange server

When your Pega application server is hosted in the cloud, triggering requests to an on-premises Microsoft Exchange
server is possible only when the Microsoft Exchange server is accessible to the Pega application server.
You can host your cloud instance as either a private cloud (internal to your network) or public cloud (external to your
network).
Private cloud – If you have a private cloud instance that uses a VPN site-to-site tunnel, you can allow
communications between your Pega application server and your Microsoft Exchange server without exposing any of
your environments to the Internet or moving them into the DMZ.
Public cloud – If you have a public cloud instance, you must set up a proxy in the DMZ to allow communications
between the off-site (external) Pega application server and the on-premises (internal) Microsoft Exchange server.
The URL will direct the off-site (external) Pega application server/EWS to the proxy in the DMZ, which will then pass
on the communications to the on-premises (internal) Microsoft Exchange server.
Alternatively, you can choose one of the following approaches to allow communications between the off-site (external)
Pega application server and the on-premises (internal) Microsoft Exchange server:
Use something like an F5 in the DMZ to take the place of the proxy. The functionality will remain the same.
Move your Microsoft Exchange server into the DMZ.
Receiving notifications from your Microsoft Exchange server

To receive notifications from your Microsoft Exchange server, you must whitelist the Microsoft Exchange server IP in
your cloud configuration.
Configuration requirements when your Pega application server is on-

premises and your Microsoft Exchange server is in the cloud
Receiving notifications from your Microsoft Exchange server
If your Pega application server is in the cloud and your Microsoft Exchange server is on premises, review the following
configuration requirements to allow your Pega application server to get push notifications from your Microsoft Exchange
server.
Requirements
Access to the Microsoft Office 365 Administrative Portal

Access to configure your network edge devices, for example, firewall, IPS, and Load Balancer
Pega application server
Configuration
If your Pega application server is on an internal network and resides behind a firewall, IPS, or load balancer setup, and
your Microsoft Exchange server is cloud-based (outside of your network), you must allow your network to permit
communications from the cloud-hosted Microsoft Exchange server to the Pega Application server.
Required ports
Identify the port that will be used for inbound traffic to your network. This is often port 443.
For additional security, you should configure your edge device to specify the inbound domains that can send
communications to the Pega application server so that only those from Microsoft Exchange online can communicate
with the Pega application server.
In many cases, the standard endpoint URL for Microsoft Exchange online is:
https://outlook.office365.com/ews/exchange.asmx. In this example, you would configure your edge device’s policy to
allow inbound communications from *.office365.com to communicate with the Pega application server on the inbound traffic
port. If you are unsure of your endpoint URL, please contact your organization’s Microsoft Office 365/Microsoft Exchange
online administrator.
If this approach is too broad to meet your organization’s security policies, or you require more domains to be
whitelisted, please see the Office 365 URLs and IP address ranges page on the Microsoft support website.
Sending requests to your Microsoft Exchange server

Because your Microsoft Exchange server is on the cloud, you do not need to maintain any additional configuration
settings to connect to it.
Configuring Pega Sales Automation to Microsoft Exchange calendar

integration
Pega Sales Automation to Microsoft Exchange calendar integration is a background process that synchronizes your Pega
Sales Automation calendar with your Microsoft Exchange calendar.
With this integration, you can create, update, and cancel appointments in the Pega Sales Automation application and
synchronize them in real time with your Microsoft Exchange server.
Prerequisites
To create an appointment in Pega Sales Automation and synchronize the appointment with Microsoft Exchange, you
must create one impersonation account on Microsoft Exchange with impersonation privileges for all of the users who will
manage appointments in the application.
With Microsoft Exchange impersonation, one account is acting as another account. When an account is impersonated,
the system logs the access as if the impersonated account is acting on the system. The calling account must have the
appropriate permissions and email ID to perform impersonation. This allows the user who has impersonation
permissions to make calls against the other user's account. The impersonated account is maintained in the
EWS_Integration_AuthProfile authentication profile.
You only need to create one impersonation account to manage appointments for all Pega Sales Automation users.
Your Microsoft Exchange administrator must configure the Microsoft Exchange impersonation account for your Pega
Sales Automation implementation and provide you with the user name and password so that you can update the
security profile in the application.
Configuration
To configure your Pega Sales Automation to Microsoft Exchange calendar integration, complete the following steps:
Generating a keystore file with SSL certificate

Updating the security profile in Pega Sales Automation
Updating the authentication profile in Pega Sales Automation
Updating dynamic system settings in Pega Sales Automation
Generating a keystore file with SSL certificate

You must generate a keystore file with the appropriate SSL certificate for your Microsoft Exchange integration. The
keystore file and SSL certificate are used by Pega Sales Automation to communicate securely with your Microsoft
Exchange server.
You must install Java before you can generate your keystore file.
1. Retrieve the Exchange Web Services (EWS) endpoint URL from Microsoft Outlook. For information on how to
retrieve the EWS endpoint URL, see the Microsoft website.
The EWS endpoint URL should look like the following example URL:
https//mail.*****.com/ews/Exchange.asmx
2. Launch the EWS endpoint URL in a Google Chrome browser window.
3. Complete the following steps to generate and save the SSL certificate file:
1. Press F12 to open Developer Tools.
2. Click the Security tab.
3. Click View Certificate and click the Details tab.
4. Click Copy to File.
5. Click Next and choose the format with Base-64 Encoded X.509.
6. Click Browse and select the file name and path where you want to generate the keystore file.
7. Click Finish.
4. In the Program Files directory on your machine, open the JDK/bin folder. (Sample path: C:\Program
Files\Java\jdk1.6.0_26\bin)
5. Run the Java Keytool application in the JDK/bin folder.
6. Open the Command Prompt dialog and run the following command:
keytool -importcert -file "<Path for ssl certificate>" -keystore "<Path for jks file name>" - alias "<anything>"
For the "<Path for ssl certificate>" , enter the path where you generated the SSL certificate.
For the "<Path for jks file name>" , enter the name for the jks file with path similar to the path for the SSL certificate.
The command should look like the following example command:
keytool -importcert -file ../../../cert.cer -keystore ../../../jkfile.jks -alias certificate
7. Press Enter.
8. At the prompt, enter a password and confirm the password.
9. Press Enter.
10. At the Trust Question prompt, enter yes. The keystore file is generated in the same path where your SSL certificate
exists.
Updating the security profile in Pega Sales Automation

You must update the security profile in Pega Sales Automation with the keystore file and password that you generated
previously. This provides Pega Sales Automation with the SSL certificate that is required to communicate with your
Microsoft Exchange server.
1. In the Dev Studio header search text field, search for and select the WS-security profile named
EWS_Integration_SecurityProfile.
2. Click the Keystore tab.
3. Next to the Keystore field, click the Open icon .
4. Click Upload file.
5. Click Choose File to search for and select the JKS keystore file for your server.
6. Click Upload file.
7. Enter the Keystore password and click Save.
Updating the authentication profile in Pega Sales Automation

You must update the authentication profile in Pega Sales Automation with the user name and password for your
Microsoft Exchange impersonation account. Your Microsoft Exchange administrator can provide you with the user name
and password for the impersonation account.
1. In the Dev Studio header search text field, search for and select the EWS_Integration_ AuthProfile authentication
profile.
2. Click Save as.
3. In the Type field, select NTLM.
4. Click Create and Open.
5. Enter the User name that is required by Microsoft Exchange. This is the user email for the impersonated user
account.
6. Click Set password.
7. Enter the Password for the user and click Submit.
8. Click Save.
Updating dynamic system settings in Pega Sales Automation

To configure your implementation for Microsoft Exchange integration, you must update the EnableAppointments and
CreateItemURL dynamic system setting values.
1. In the Dev Studio header search text field, search for and select the EnableAppointments dynamic system setting.
2. In the Value field, enter true.
3. Click Save.
4. In the Dev Studio header search text field, search for and select the CreateItemURL dynamic system setting.
5. In the Value field, enter the URL for the integration. This is your service endpoint URL.
6. Click Save.
Co-Browse in Pega Sales Automation

Pega Co-Browse allows customers, prospects, and sales representatives to instantly collaborate by sharing a web
browser session. You can co-browse on a desktop, tablet, or mobile phone.
For example, an experienced sales representative might use Pega Co-Browse to coach a junior representative on using
the Pega Sales Automation application. Or, sales representatives can walk a customer through the product or help
resolve an issue. A sales representative can initiate sessions.
In order to use Pega Co-Browse, the content must be enabled for co-browsing. The two methods of initiating a Co-
Browse session are:
Entering Session Code – The co-worker, sales representative, or customer retrieves a session code from the co-
browse enabled website, and shares the code with the sales representative.
Sending an Email Link – The customer uses the Sales Automation application to send an email to the co-worker or a
sales representative that contains a link to the co-browse enabled web content.
Co-Browse demonstration
Co-browsing has many advantages that make work easier for the sales representative and customers. In this
demonstration, you see how a sales representative uses Pega Co-Browse.
Integrating Pega Sales Automation with Hoover's Dun & Bradstreet

Direct 2.0 Data connector
To stream and integrate Hoover's Dun & Bradstreet (D&B) data across company departments and processes with the
D&B Direct API, you have to first establish connectivity between Hoover's Dun & Bradstreet Direct 2.0 Data connector
and your Pega® Sales Automation application, then you need to enable the connectivity.
1. Establishing connectivity
2. Enabling connectivity
3. Demonstrating the Hoover's D&B Direct 2.0 Data connector functionality
Establishing connectivity between Hoover's D&B Direct 2.0 Data

connector and your Pega Sales Automation application
To establish a connection between Hoover's D&B Direct 2.0 Data connector and your Pega Sales Automation
application, perform the following steps:
1. Follow the steps in the Hoover's Dun & Bradstreet Direct 2.0 Data Installation Guide.
2. Log in to your Sales Automation application and click Application menu > Definition.
3. Add a DnBapi built on application.
4. Add a SA-DnB application ruleset.
The following image shows the result of steps 3 and 4:
5. Click Save.
Enabling connectivity between Hoover's D&B Direct 2.0 Data connector

and your Pega Sales Automation application
To enable a connection between Hoover's D&B Direct 2.0 Data connector and your Pega Sales Automation application,
perform the following steps:
1. Log in to your Sales Automation application.
2. In App Studio, click Settings > Application Settings.
3. Click Enable D&B.
4. Click Save.
Demonstrating the Hoover's D&B Direct 2.0 Data connector

functionality
After you establish and enable connectivity between the Dun & Bradstreet (D&B) connector and your Sales Automation
application, to see changes in your application, perform the following steps:
1. Open the Sales Automation portal.

2. Click Organizations and select an organization.
3. Click Enrich D&B in the upper-right corner of the screen. You are presented with a list of organizations from
Hoover's Dun & Bradstreet database.
4. Select an organization and click OK.
As a result of integrating with D&B, the organization details, for example first name, last name, phone number, and
address, are not replaced with the selected organization details. The implementation teams can customize these
parameters in the application implementation layer according to their functionality.
Review the following organization details after integrating with D&B:
Organization details after integrating with D&B
Pega Sales Automation entity relationships and class inheritance

The Pega Sales Automation data model consists of a set of standard business objects that support the sales process.
The business objects have unique attributes, for example account numbers, contact names, or operator IDs, and they
interact with other business objects as they move through the sales life cycle.
The Pega Sales Automation application includes the following business objects:
Account
Activity
Appointment
Contact
Household
Lead
Operator
Opportunity
Organization
Task
The business objects that the application uses depend on the selling mode that you select for your implementation. The
following selling modes are available:
Business-to-business (B2B) – Use this mode if you are selling products and services to other businesses.
Business-to-consumer (B2C) – Use this mode if you are selling products and services directly to individual
consumers.
Mixed mode – Use this mode if you are selling products to both individual consumers and to other businesses.
B2B selling mode

The following entity relationship diagram shows the Pega Sales Automation business objects that are used in the B2B
selling mode and the relationships between the objects:
B2C selling mode
The following entity relationship diagram shows the Pega Sales Automation business objects that are used in the B2C
selling mode and the relationships between the objects:
Mixed selling mode

The mixed selling mode utilizes all of the business objects that are shown in the B2B and B2C entity relationship
diagrams.
Entity object class inheritance
The following diagram shows the core entities in the Pega Sales Automation application and their directed and pattern
inheritance paths:
Deprecated rules and table changes in Pega Sales Automation

In Pega® Sales Automation, some rules have been deprecated and additional columns have been added in some tables.
Deprecated rules in 8.1

New columns - 7.4

The following table lists the deprecated rules in Pega Sales Automation 8.1:
Class Ruleset Rule name Key

PegaCRM- RULE-OBJ-REPORT-DEFINITION PEGACRM-
Work-SFA- WORK-SFA-OPPORTUNITY-IND
CSForSA GetOpenOpportunityCases
Opportunity- GETOPENOPPORTUNITYCASES
Ind #20180613T130542.104 GMT
RULE-OBJ-PROPERTY PEGACRM-ENTITY-
PegaCRM-
PegaCRM DateOfBirth CONTACT DATEOFBIRTH
Entity-Contact
#20180613T142256.491 GMT
RULE-OBJ-REPORT-DEFINITION PEGACRM-
PegaCRM-
PegaCRM crmContactListC2A ENTITY-CONTACT CRMCONTACTLISTC2A
Entity-Contact
#20180613T142559.063 GMT
PegaCRM- RULE-DECLARE-PAGES D_SALESPLAY
PegaCRM D_SalesPlay
Data-SalesPlay #20180613T142319.011 GMT
PegaCRM- RULE-DECLARE-PAGES D_SALESPLAYBYID
Data-SalesPlay PegaCRM D_SalesPlayByID #20180613T142319.043 GMT
RULE-OBJ-ACTIVITY PEGACRM-DATA-PRODUCT
PegaCRM-
PegaCRM GetProductDetails GETPRODUCTDETAILS
Data-Product
#20180613T142428.879 GMT
RULE-OBJ-ACTIVITY PEGACRM-WORK-
PegaCRM-
PegaCRM crmCancelWork CRMCANCELWORK #20180613T142446.173
Work-
Class Ruleset Rule name GMT Key
PegaCRM-
PegaCRM crmClearWorkbasket CRMCLEARWORKBASKET
Work-
#20180613T142446.239 GMT
RULE-OBJ-SERVICELEVEL PEGACRM-WORK-
PegaCRM-
PegaCRM crmClearWorkbasket CRMCLEARWORKBASKET
Work-
#20180613T142605.995 GMT
RULE-OBJ-ACTIVITY PEGACRM-
PegaCRM- PegaCRM crmCancelClear CRMCANCELCLEAR #20180613T142428.202
GMT
PegaCRM- RULE-OBJ-MODEL PEGACRM-WORK-
PegaCRM crmStages
Work- CRMSTAGES #20180613T142555.308 GMT
RULE-ACCESS-ROLE-NAME PEGACRM-
PegaCRM PegaCRM-SFA:SuggestedVisits SFA:SUGGESTEDVISITS
#20180613T142312.041 GMT
PegaCRM- RULE-DECLARE-PAGES D_CRMPRODUCTS
PegaCRM D_crmProducts
Data-Product #20180613T142318.047 GMT
PegaCRM- RULE-DECLARE-PAGES
Data- PegaCRM Declare_crmAirportCodes DECLARE_CRMAIRPORTCODES
AirportCode #20180613T142318.273 GMT
PegaFW-Data- PegaCRMFW- RULE-DECLARE-PAGES D_EWSTIMEZONEIDS
D_EWSTimezoneIds
EWSTimezones ExchangeImpl #20180613T151046.420 GMT
RULE-OBJ-PROPERTY PEGAFW-DATA-
PegaFW-Data- PegaCRMFW-
TimezoneID EWSTIMEZONES TIMEZONEID
EWSTimezones ExchangeImpl
#20180613T151033.454 GMT
PegaCRMFW- RULE-HTML-SECTION DATA-PORTAL
Data-Portal pyCMEvents7
ExchangeImpl PYCMEVENTS7 #20180613T151048.508 GMT
RULE-OBJ-REPORT-DEFINITION PEGAFW-DATA-
DataTableEditorReport EWSTIMEZONES DATATABLEEDITORREPORT
#20180613T151114.219 GMT
RULE-DECLARE-PAGES
D_EWSTimezoneIdsList D_EWSTIMEZONEIDSLIST
#20180613T151046.450 GMT
PegaCRM- RULE-HTML-SECTION PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA crmConvertLead_Contact LEAD-IND CRMCONVERTLEAD_CONTACT
Lead-Ind #20180613T140028.617 GMT
RULE-HTML-SECTION PEGACRM-WORK-SFA-
PegaCRM-
LEAD-IND
Work-SFA- PegaCRM-SFA crmConvertLead_CreateNewContact
CRMCONVERTLEAD_CREATENEWCONTACT
Lead-Ind
#20180613T140028.682 GMT
PegaCRM-
LEAD-IND
Work-SFA- PegaCRM-SFA crmConvertLead_ExistingAccount
CRMCONVERTLEAD_EXISTINGACCOUNT
Lead-Ind
#20180613T140028.722 GMT
PegaCRM-
LEAD-IND
Work-SFA- PegaCRM-SFA CrmConvertLead_OpportunityTab
CRMCONVERTLEAD_OPPORTUNITYTAB
Lead-Ind
#20180613T140028.764 GMT
Work-SFA- PegaCRM-SFA crmConvertLeadTab LEAD-IND CRMCONVERTLEADTAB
Lead-Ind #20180613T140028.790 GMT
Work-SFA- PegaCRM-SFA crmConvertLeadToContact LEAD-IND CRMCONVERTLEADTOCONTACT
Lead-Ind #20180613T140028.812 GMT
PegaCRM-
Work-SFA-
PegaCRM-SFA WorkSummaryleadConv OPPORTUNITY-IND WORKSUMMARYLEADCONV
Opportunity-
#20180613T140100.814 GMT
Ind
Work-SFA- OPPORTUNITY
PegaCRM-SFA WorkPrimaryDetailsLeadConv
Opportunity WORKPRIMARYDETAILSLEADCONV
#20180613T140114.325 GMT
RULE-OBJ-ACTIVITY @BASECLASS
@baseclass PegaCRM-SFA SalesGoalAttainment SALESGOALATTAINMENT
#20180613T140159.792 GMT
RULE-OBJ-ACTIVITY CODE-PEGA-LIST
Code-Pega-List PegaCRM-SFA GetSource
GETSOURCE #20180613T140209.513 GMT
RULE-PORTALSKIN PYSFASKIN
PegaCRM-SFA pySFASkin
#20180613T140840.177 GMT
RULE-OBJ-ACTIVITY EMBED-STAGE
Embed-Stage PegaCRM-SFA crmLoadStageStatusDP CRMLOADSTAGESTATUSDP
#20180613T140220.572 GMT
PegaCRM- RULE-OBJ-ACTIVITY PEGACRM-DATA-PRODUCT
PegaCRM-SFA crmProducts
Data-Product CRMPRODUCTS #20180613T140222.588 GMT
PegaCRM-
Class Ruleset Rule name RULE-OBJ-ACTIVITY PEGACRM-WORK-SFA-LEAD
Key
PegaCRM-SFA crmConvert
Work-SFA-Lead CRMCONVERT #20180613T140317.865 GMT
RULE-OBJ-ACTIVITY PEGACRM-WORK-SFA-LEAD
PegaCRM-
PegaCRM-SFA crmConvertLeadToNewContact CRMCONVERTLEADTONEWCONTACT
Work-SFA-Lead
#20180613T140317.948 GMT
PegaCRM-
PegaCRM-SFA crmConvertOpportunity CRMCONVERTOPPORTUNITY
Work-SFA-Lead
#20180613T140318.025 GMT
PegaCRM-
PegaCRM-SFA crmCreateOpportunity CRMCREATEOPPORTUNITY
Work-SFA-Lead
#20180613T140318.086 GMT
PegaCRM- RULE-OBJ-ACTIVITY PEGACRM-WORK-
Work- PegaCRM-SFA SaveAppointment APPOINTMENT SAVEAPPOINTMENT
Appointment #20180613T140308.913 GMT
PegaCRM-
PegaCRM-SFA crmCancelFlowAction CRMCANCELFLOWACTION
Work-
#20180613T140309.831 GMT
PegaCRM-
PegaCRM-SFA crmPostConvert CRMPOSTCONVERT #20180613T140318.464
Work-SFA-Lead
GMT
PegaCRM-
PegaCRM-SFA crmPostCreateOpportunity CRMPOSTCREATEOPPORTUNITY
Work-SFA-Lead
#20180613T140318.508 GMT
PegaCRM-
PegaCRM-SFA crmPreConvertOpportunitySetup CRMPRECONVERTOPPORTUNITYSETUP
Work-SFA-Lead
#20180613T140318.664 GMT
PegaCRM-
PegaCRM-SFA crmResolveConvertedLead CRMRESOLVECONVERTEDLEAD
Work-SFA-Lead
#20180613T140318.982 GMT
PegaCRM-
PegaCRM-SFA crmSetWorkStatus CRMSETWORKSTATUS
Work-SFA-Lead
#20180613T140319.118 GMT
PegaCRM- RULE-OBJ-ACTIVITY PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA crmConvert LEAD-IND CRMCONVERT
Lead-Ind #20180613T140319.766 GMT
Work-SFA- PegaCRM-SFA crmConvertLeadToNewContact LEAD-IND CRMCONVERTLEADTONEWCONTACT
Lead-Ind #20180613T140319.808 GMT
Work-SFA- PegaCRM-SFA crmConvertLeadToNewOpp LEAD-IND CRMCONVERTLEADTONEWOPP
Lead-Ind #20180613T140319.852 GMT
Work-SFA- PegaCRM-SFA crmPostConvert LEAD-IND CRMPOSTCONVERT
Lead-Ind #20180613T140319.946 GMT
Work-SFA- PegaCRM-SFA crmPostCreateOpportunity LEAD-IND CRMPOSTCREATEOPPORTUNITY
Lead-Ind #20180613T140319.990 GMT
PegaCRM- RULE-OBJ-FLOW PEGACRM-WORK-SFA-LEAD
Work-SFA-Lead PegaCRM-SFA crmConvertLead CRMCONVERTLEAD #20180613T140438.069
GMT
PegaCRM- RULE-OBJ-FIELDVALUE PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA ContactExists Create New LEAD-IND CONTACTEXISTS!CREATE NEW
Lead-Ind #20180613T140418.631 GMT
PegaCRM- RULE-OBJ-FIELDVALUE PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA ContactExists Select Existing LEAD-IND CONTACTEXISTS!SELECT EXISTING
Lead-Ind #20180613T140418.653 GMT
PegaCRM- RULE-OBJ-FLOW PEGACRM-WORK-SFA-LEAD-
Work-SFA- PegaCRM-SFA crmConvertLead IND CRMCONVERTLEAD
Lead-Ind #20180613T140438.838 GMT
RULE-OBJ-FLOWACTION PEGACRM-WORK-SFA-
PegaCRM-
PegaCRM-SFA crmConvertLead LEAD CRMCONVERTLEAD
Work-SFA-Lead
#20180613T140512.264 GMT
PegaCRM- RULE-OBJ-FLOWACTION PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA crmConvertLead LEAD-IND CRMCONVERTLEAD
Lead-Ind #20180613T140512.504 GMT
RULE-OBJ-MODEL CODE-PEGA-LIST
Code-Pega-List PegaCRM-SFA GetSourceFromRD GETSOURCEFROMRD #20180613T140525.897
GMT
RULE-OBJ-MODEL PEGACRM-WORK-SFA-LEAD
PegaCRM-
PegaCRM-SFA crmConvertLead CRMCONVERTLEAD #20180613T140604.829
Work-SFA-Lead
GMT
PegaCRM- RULE-OBJ-MODEL PEGACRM-WORK-SFA-LEAD-
Work-SFA- PegaCRM-SFA crmConvertLead IND CRMCONVERTLEAD
Lead-Ind
Class Ruleset Rule name #20180613T140606.216
KeyGMT
PegaCRM- RULE-OBJ-MODEL PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA SetOpptyStages OPPORTUNITY SETOPPTYSTAGES
Opportunity #20180613T140612.734 GMT
PegaCRM-
WORK-SFA-OPPORTUNITY
Work-SFA- PegaCRM-SFA CrmGetOppAccOrg
CRMGETOPPACCORG #20180613T140711.225
Opportunity
GMT
PegaCRM-
WORK-SFA-OPPORTUNITY
Work-SFA- PegaCRM-SFA CrmGetOppTrendPredictors
CRMGETOPPTRENDPREDICTORS
Opportunity
#20180613T140711.264 GMT
PegaCRM-
WORK-TASK-CUSTACT
Work-Task- PegaCRM-SFA CallReportsByContact
CALLREPORTSBYCONTACT
CustAct
#20180613T140734.555 GMT
Work-Task- PegaCRM-SFA CallReportsByOrg WORK-TASK-CUSTACT CALLREPORTSBYORG
CustAct #20180613T140734.609 GMT
PegaCRM-
WORK-TASK-CUSTACT
Work-Task- PegaCRM-SFA CallReportsPerMonth
CALLREPORTSPERMONTH
CustAct
#20180613T140734.665 GMT
Work-Task- PegaCRM-SFA crmSalesActivities WORK-TASK-CUSTACT CRMSALESACTIVITIES
CustAct #20180613T140735.565 GMT
PegaCRM-
WORK-TASK-CUSTACT
Work-Task- PegaCRM-SFA GetActivitiesByContact
GETACTIVITIESBYCONTACT
CustAct
#20180613T140735.667 GMT
PegaCRM-
WORK-TASK-CUSTACT
Work-Task- PegaCRM-SFA ListOfCustomerActivities
LISTOFCUSTOMERACTIVITIES
CustAct
#20180613T140735.786 GMT
PegaCRM-
PegaCRM-SFA UpcomingTasks WORK-TASK UPCOMINGTASKS
Work-Task
#20180613T140736.573 GMT
PegaCRM-
PegaCRM-SFA TasksRelatedToContact WORK-TASK TASKSRELATEDTOCONTACT
Work-Task
#20180613T140736.428 GMT
RULE-ALIAS-FUNCTION EMBED-USERFUNCTION
Embed- STAGEDISPLAYORDERWITHCLOSED
UserFunction PegaCRM-SFA StageDisplayOrderWithClosed
#20180613T135433.644 GMT
PegaCRM- RULE-OBJ-PROPERTY PEGACRM-WORK-SFA-

Work-SFA- PegaCRM-SFA CountOfOppByProd OPPORTUNITY COUNTOFOPPBYPROD
PegaCRM- RULE-OBJ-PROPERTY PEGACRM-WORK-SFA-
Work-SFA- PegaCRM-SFA SumOfAmounttByProd OPPORTUNITY SUMOFAMOUNTTBYPROD
RULE-DECLARE-PAGES
Embed-Stage PegaCRM-SFA D_crmCaseStagesAllSteps D_CRMCASESTAGESALLSTEPS
#20180613T135507.630 GMT
PegaCRM- RULE-DECLARE-PAGES D_CRMPRODUCTOPEN
PegaCRM-SFA D_crmProductOpen
Data-Product #20180613T135509.708 GMT
PegaCRM-
RULE-DECLARE-PAGES D_GOALATTAINMENTS
Data- PegaCRM-SFA D_GoalAttainments
#20180613T135515.105 GMT
SalesGoal
PegaCRM- RULE-DECLARE-PAGES D_LEADSOURCE
PegaCRM-SFA D_LeadSource
Work-SFA-Lead #20180613T135518.534 GMT
Work-SFA- PegaCRM-SFA D_OpportunitySource D_OPPORTUNITYSOURCE
PegaCRM- RULE-DECLARE-PAGES D_SELECTSALESPLAY
PegaCRM-SFA D_SelectSalesPlay
Data-SalesPlay #20180613T135521.509 GMT
RULE-HTML-SECTION DATA-PORTAL
Data-Portal PegaCRM-SFA Dashboard_OpportunitiesByStageWidget DASHBOARD_OPPORTUNITIESBYSTAGEWIDGET
#20180613T135651.175 GMT
Data-Portal PegaCRM-SFA Dashboard_OpprtunitiesByProduct DASHBOARD_OPPRTUNITIESBYPRODUCT
#20180613T135651.261 GMT
Data-Portal PegaCRM-SFA WonLostDealsWidget WONLOSTDEALSWIDGET
#20180613T135729.415 GMT
Class Ruleset Rule name RULE-HTML-SECTION Key
PEGACRM-ENTITY-
PegaCRM- CONTACT
PegaCRM-SFA crmConvertLead_CreateIndAccount
Entity-Contact CRMCONVERTLEAD_CREATEINDACCOUNT
#20180613T135819.967 GMT
PegaCRM-
PegaCRM-SFA crmConvertLead LEAD CRMCONVERTLEAD
Work-SFA-Lead
#20180613T140026.279 GMT
PegaCRM-
PegaCRM-SFA crmConvertLeadContact LEAD CRMCONVERTLEADCONTACT
Work-SFA-Lead
#20180613T140026.351 GMT
PegaCRM-
PegaCRM-SFA crmConvertLeadTab LEAD CRMCONVERTLEADTAB
Work-SFA-Lead
#20180613T140026.389 GMT
PegaCRM-
PegaCRM-SFA crmConvertLeadToContact LEAD CRMCONVERTLEADTOCONTACT
Work-SFA-Lead
#20180613T140026.428 GMT
Work-SFA- PegaCRM-SFA crmConvertLead LEAD-IND CRMCONVERTLEAD
Lead-Ind #20180613T140028.547 GMT
Work-SFA- PegaCRM-SFA crmPopulateStages OPPORTUNITY CRMPOPULATESTAGES
RULE-DECLARE-PAGES
Rule-Obj-
PegaCRM-SFA D_crmStages_Opportunity D_CRMSTAGES_OPPORTUNITY
FieldValue
#20180613T135510.049 GMT
RULE-DECLARE-PAGES
Rule-Obj-
PegaCRM-SFA D_crmStages_Opportunity_Mobile D_CRMSTAGES_OPPORTUNITY_MOBILE
FieldValue
#20180613T135510.106 GMT
PegaCRM-
PegaCRM-SFA crmPopulateStages CRMPOPULATESTAGES
Work-
#20180613T140310.373 GMT
Code-Pega-List PegaCRM-SFA crmPopulateStages_CovertLead CRMPOPULATESTAGES_COVERTLEAD
#20180613T140208.337 GMT
RULE-OBJ-ACTIVITY PEGACRM-WORK-SFA-
PegaCRM-
OPPORTUNITY
Work-SFA- PegaCRM-SFA crmPopulateStages_CovertLead
CRMPOPULATESTAGES_COVERTLEAD
Opportunity
#20180613T140327.042 GMT
PegaCRM-
PegaCRM-SFA crmPopulateStagesLeadConv CRMPOPULATESTAGESLEADCONV
Work-
#20180613T140310.407 GMT
Code-Pega-List PegaCRM-SFA crmPopulateStages_Opportunity CRMPOPULATESTAGES_OPPORTUNITY
#20180613T140208.402 GMT
Work-SFA- PegaCRM-SFA crmUpdateNextStage OPPORTUNITY CRMUPDATENEXTSTAGE
Work-SFA- OPPORTUNITY-IND
PegaCRM-SFA crmOpportunityBasicInfo_convertLead
Opportunity- CRMOPPORTUNITYBASICINFO_CONVERTLEAD
Ind #20180613T140059.283 GMT
Work-SFA- OPPORTUNITY-IND
PegaCRM-SFA WorkPrimaryDetailsLeadConv
Opportunity- WORKPRIMARYDETAILSLEADCONV
Ind #20180613T140100.735 GMT
RULE-OBJ-MODEL PEGACRM-WORK-SFA-
PegaCRM-
PegaCRM-SFA crmConvertLeadIndOpp_Mobile CRMCONVERTLEADINDOPP_MOBILE
Work-SFA-
#20180613T140603.834 GMT
RULE-OBJ-MODEL PEGACRM-WORK-SFA-LEAD
PegaCRM-
PegaCRM-SFA crmDetermineStageColor CRMDETERMINESTAGECOLOR
Work-SFA-Lead
#20180613T140604.960 GMT
PegaCRM- RULE-OBJ-MODEL PEGACRM-WORK-SFA-LEAD
PegaCRM-SFA crmStages
Work-SFA-Lead CRMSTAGES #20180613T140605.348 GMT
Work-SFA- PegaCRM-SFA crmGetStages OPPORTUNITY CRMGETSTAGES
Work-SFA- PegaCRM-SFA crmStages OPPORTUNITY CRMSTAGES
RULE-DECLARE-PAGES
Rule-Obj-
PegaCRM-SFA D_crmStages_Opportunity_dataLoader D_CRMSTAGES_OPPORTUNITY_DATALOADER
FieldValue
#20180613T135510.078 GMT
Code-Pega-List PegaCRM-SFA crmLoadCaseStages CRMLOADCASESTAGES
Class Ruleset Rule name #20180626T112846.424
KeyGMT
Code-Pega-List PegaCRM-SFA crmPopulateStages CRMPOPULATESTAGES
#20180613T140208.307 GMT
Code-Pega-List PegaCRM-SFA crmPopulateStagesLeadConv CRMPOPULATESTAGESLEADCONV
#20180613T140208.367 GMT
Work-SFA- PegaCRM-SFA crmDetermineStageColor OPPORTUNITY CRMDETERMINESTAGECOLOR
RULE-DECLARE-PAGES D_CRMCASESTAGES
Embed-Stage PegaCRM-SFA D_crmCaseStages
#20180626T112852.221 GMT
RULE-DECLARE-PAGES
PegaCRM-
PegaCRM-SFA D_crmConvertLeadStages D_CRMCONVERTLEADSTAGES
Work-
#20180613T135508.032 GMT
RULE-DECLARE-PAGES
PegaCRM-
PegaCRM-SFA D_crmDetermineLeadStageColor D_CRMDETERMINELEADSTAGECOLOR
Work-SFA-Lead
#20180613T135508.058 GMT
Work-SFA- PegaCRM-SFA D_crmDetermineOppStageColor D_CRMDETERMINEOPPSTAGECOLOR
PegaCRM- RULE-DECLARE-PAGES D_CRMSTAGES
Work- PegaCRM-SFA D_crmStages #20180613T135509.991 GMT
RULE-DECLARE-PAGES
PegaCRM-
PegaCRM-SFA D_crmStagesLeadConv D_CRMSTAGESLEADCONV
Work-
#20180613T135510.020 GMT
RULE-OBJ-FLOW PEGACRM-WORK-SFA-LEAD
PegaCRM-
PegaSA-Advisor crmQualifyLead CRMQUALIFYLEAD #20180613T134531.710
Work-SFA-Lead
GMT
PegaCRM-
PegaSA-Advisor crmQualifyLeadToOpp CRMQUALIFYLEADTOOPP
Work-SFA-Lead
#20180613T134528.153 GMT
PegaCRM-
PegaSA-Advisor crmConvertLeadToNewOpp CRMCONVERTLEADTONEWOPP
Work-SFA-Lead
#20180613T134528.093 GMT
RULE-DECLARE-DECISIONTABLE PEGACRM-
PegaCRM-
PegaSA-Advisor crmDetermineStatus WORK-SFA-LEAD CRMDETERMINESTATUS
Work-SFA-Lead
#20180613T134517.474 GMT
PegaCRM-
OPPORTUNITY
Work-SFA- SA-Artifacts WorkPrimaryDetailsLeadConv
WORKPRIMARYDETAILSLEADCONV
Opportunity
#20180705T122455.083 GMT
Work-Task- SA-Artifacts ListOfCIsForAnOrg WORK-TASK-CUSTACT LISTOFCISFORANORG
CustAct #20180613T133832.180 GMT
PegaCRM-
WORK-TASK-CUSTACT
Work-Task- SA-Artifacts GetLastOrgActivityDetails
GETLASTORGACTIVITYDETAILS
CustAct
#20180613T133832.119 GMT
SA-
Work-SFA- crmCreateOpportunity LEAD-IND CRMCREATEOPPORTUNITY
LocalCampaigns
Lead-Ind #20180613T134219.702 GMT

The following table lists the deprecated rules in Pega Sales Automation 7.4:
Class name Rule Key

PegaCRM-Work-SFA- RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-SFA-OPPORTUNITY-IND
CSForSA
Opportunity-Ind GETOPENOPPORTUNITYCASES #20180118T084539.408 GMT
PegaCRM-Entity- RULE-OBJ-REPORT-DEFINITION PEGACRM-ENTITY-CONTACT
PegaCRM
Contact CRMCONTACTLISTC2A #20180104T050917.033 GMT
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-AIRPORTCODE CODE
PegaCRM
PegaCRM-Data- RULE-DECLARE-PAGES DECLARE_CRMAIRPORTCODES #20171220T033326.806
PegaCRM
AirportCode GMT
PegaCRM-Data-
PegaCRM RULE-DECLARE-PAGES D_SALESPLAYBYID #20171220T033326.762 GMT
SalesPlay
PegaCRM-Data- RULE-OBJ-MODEL PEGACRM-DATA-SALESPLAY PYDEFAULT
PegaCRM
SalesPlay #20171220T033321.883 GMT
PegaCRM-Data-
SalesPlay PegaCRM RULE-DECLARE-PAGES D_SALESPLAY #20171220T033326.584 GMT
Class name
PegaCRM-Data- Rule Key
RULE-HTML-SECTION PEGACRM-DATA-SALESPLAY DISPLAYSALESPLAY
PegaCRM
SalesPlay #20171220T033321.648 GMT
PegaCRM-Data- RULE-HTML-SECTION PEGACRM-DATA-SALESPLAY CRMSALESPLAYS
PegaCRM
SalesPlay #20171220T033321.712 GMT
RULE-ACCESS-ROLE-NAME PEGACRM-SFA:SUGGESTEDVISITS
PegaCRM
#20180214T072421.224 GMT
PegaCRM-Data- RULE-OBJ-ACTIVITY PEGACRM-DATA-AIRPORTCODE LOADAIRPORTCODES
PegaCRM
PegaCRM-Data- RULE-OBJ-ACTIVITY PEGACRM-DATA-SALESPLAY SAVESALESPLAY
PegaCRM
SalesPlay #20171220T033321.436 GMT
PegaCRM-Data- RULE-OBJ-FLOWACTION PEGACRM-DATA-SALESPLAY CRMSALESPLAYS
PegaCRM-SFA
SalesPlay #20171220T033321.978 GMT
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-AIRPORTCODE AIRPORT
PegaCRM-SFA
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-SALESPLAY SALESPLAYREQUIRED
PegaCRM-SFA
SalesPlay #20171220T033326.485 GMT
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-SALESPLAY SALESPLAYOBJECTIVE
PegaCRM-SFA
SalesPlay #20171220T033320.231 GMT
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-SALESPLAY SALESPLAYTYPE
PegaCRM-SFA
SalesPlay #20171220T033320.289 GMT
PegaCRM-Data- RULE-OBJ-PROPERTY PEGACRM-DATA-SALESPLAY SPID #20171220T033320.096
PegaCRM-SFA
SalesPlay GMT
PegaCRM-Data- RULE-OBJ-MODEL PEGACRM-DATA-SALESPLAY LOADSPLOOKUP
PegaCRM-SFA
SalesPlay #20171220T033313.755 GMT
Data-Admin- RULE-HTML-SECTION DATA-ADMIN-OPERATOR-ID
PegaCRM-SFA
Operator-ID DASHBOARD_LEADERBOARDACTIVITY #20180223T060758.177 GMT
RULE-HTML-SECTION DATA-PORTAL WONLOSTDEALSWIDGET
Data-Portal PegaCRM-SFA
#20180214T072420.570 GMT
PegaCRM-Data-
PegaCRM-SFA RULE-DECLARE-PAGES D_SELECTSALESPLAY #20171220T033320.727 GMT
SalesPlay
RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-TASK
PegaCRM-Work-Task PegaCRM-SFA
TASKSRELATEDTOCONTACT #20180118T084519.242 GMT
PegaCRM-Work-Task- RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-TASK-CUSTACT
PegaCRM-SFA
CustAct CRMSALESACTIVITIES #20180118T084531.201 GMT
PegaCRM-SFA
CustAct CALLREPORTSPERMONTH #20180104T050908.203 GMT
PegaCRM-SFA
CustAct CALLREPORTSBYORG #20180104T050908.019 GMT
PegaCRM-SFA
CustAct CALLREPORTSBYCONTACT #20180104T050907.587 GMT
PegaCRM-Work-SFA- RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-SFA-OPPORTUNITY
PegaCRM-SFA
Opportunity CRMGETOPPACCORG #20180104T050908.680 GMT
PegaCRM-Work-SFA- RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-SFA-OPPORTUNITY
PegaCRM-SFA
Opportunity CRMGETOPPTRENDPREDICTORS #20180104T050908.792 GMT
PegaCRM-SFA
CustAct GETACTIVITIESBYCONTACT #20180104T050908.917 GMT
PegaCRM-SFA
CustAct LISTOFCUSTOMERACTIVITIES #20180104T050909.215 GMT
RULE-OBJ-REPORT-DEFINITION PEGACRM-WORK-TASK UPCOMINGTASKS
PegaCRM-Work-Task PegaCRM-SFA
#20180104T050909.908 GMT
PegaFW-Data- PegaCRMFW- RULE-OBJ-REPORT-DEFINITION PEGAFW-DATA-EWSTIMEZONES
EWSTimezones ExchangeImpl DATATABLEEDITORREPORT #20171220T033327.521 GMT
RULE-DECLARE-PAGES D_EWSTIMEZONEIDS #20171220T033327.655 GMT
RULE-DECLARE-PAGES D_EWSTIMEZONEIDSLIST #20171220T033327.717 GMT
PegaFW-Data- PegaCRMFW- RULE-OBJ-PROPERTY PEGAFW-DATA-EWSTIMEZONES TIMEZONEID
EWSTimezones ExchangeImpl #20171220T033327.601 GMT
SA-Artifacts
CustAct LISTOFCISFORANORG #20180104T050918.763 GMT
SA-Artifacts
CustAct GETLASTORGACTIVITYDETAILS #20180118T084539.749 GMT
New columns in 7.4

The following table lists the new columns in the tables in Pega Sales Automation 7.4:
Table name New columns

pr_operators PRIVATERECORDS, NETWORKID
DONTCALL, DONTEMAIL, DEPARTMENT, INFLUENCERATING,
RESPONSIBILITYDESCRIPTION, REPORTSTO, PXCURRENTSTAGELABEL,
crm_entity_contact
Table name PXCURRENTSTAGE, PXAPPLICATION, PXAPPLICATIONVERSION,
New columns PYSLAACTION,
MANAGEMENTLEVEL
TICKER, ACCOUNTOWNERNAMES, PXCURRENTSTAGELABEL, PXCURRENTSTAGE,
crm_entity_account
PXAPPLICATION, PXAPPLICATIONVERSION, PYSLAACTION
SHORTNAME, PARENTID, PXCURRENTSTAGELABEL, PXCURRENTSTAGE,
crm_entity_org
SOURCE, SUBSOURCE, REVENUE, LEADFAX, WEBSITE, EMPLOYEECOUNT,
crm_work_lead PXCURRENTSTAGELABEL, PXCURRENTSTAGE, PXAPPLICATION,
PXAPPLICATIONVERSION, PYSLAACTION, DAYSINACTIVE
PXCURRENTSTAGELABEL, PXCURRENTSTAGE, PXAPPLICATION,
crm_work_opportunity
PXAPPLICATIONVERSION, PYSLAACTION
OFFICEPHONE, FAXNUMBER, WORKEMAIL, PXCURRENTSTAGELABEL,
crm_entity_partner
PXCURRENTSTAGE, PXAPPLICATION, PXAPPLICATIONVERSION, PYSLAACTION
CRM_ENTITY_RLTNSHPGRP_HH PXAPPLICATION, PXAPPLICATIONVERSION, PYSLAACTION
LINKFIRSTNAME, LINKLASTNAME, PXCOMMITDATETIME,PXSAVEDATETIME,
crm_link_c2o PXCURRENTSTAGELABEL, PXCURRENTSTAGE, PXAPPLICATION,
PXAPPLICATIONVERSION, PYOWNERUSERID, PYSLAACTION
CRM_Work_Appointment
PXAPPLICATIONVERSION, PYSLAACTION, ISALLDAYEVENT
fw_work_appointment
STAGELASTCHANGED, PXCURRENTSTAGELABEL, PXCURRENTSTAGE,
crm_audit_lead_stage
PXCOMMITDATETIME, PXSAVEDATETIME, PXCURRENTSTAGELABEL,
sfa_audit_work_owner PXCURRENTSTAGE, PXAPPLICATION, PXAPPLICATIONVERSION, PYOWNERUSERID,
PYSLAACTION
WINPROBABILITY, PYOWNERUSERID, TICKER, ACCOUNTOWNERNAMES,
sfa_opportunity_predictors PXCURRENTSTAGELABEL, PXCURRENTSTAGE, PXAPPLICATION,
CRM_HIST_ENTITY_RLTNSHPGRP PXSAVEDATETIME, PXCLIENTTIMECREATED
CRM_HIST_ENTITY_RLTNSHPGRP_HH PXSAVEDATETIME, PXRULEACTION, PYHASHISTORYSNAPSHOT
CRM_HIST_RLTNSHP_HHMEMBER PXSAVEDATETIME, PXRULEACTION, PYHASHISTORYSNAPSHOT
PXCOMMITDATETIME, PXSAVEDATETIME, PXLATITUDE, PXLONGITUDE,
CRM_Hist_Work_Appointment
PXCLIENTTIMECREATED
crm_hist_work_lead
PXCLIENTTIMECREATED
crm_hist_work_opportunity
PXCLIENTTIMECREATED
crm_hist_work_task
PXCLIENTTIMECREATED
PXCOMMITDATETIME, PXSAVEDATETIME, PXRULEACTION,
fw_hist_work_appointment
PYHASHISTORYSNAPSHOT
Editing work object templates in App Studio for Pega Sales Automation
In App Studio, you can use the work object templates to edit the user interface sections of your application and make
them more useful and suited to your business needs. A work object template is an editable view of a work object that
allows you to edit, reorder, add, or delete fields.
You can create templates for the the following work objects:
Organization
Partner
Account
Opportunity
Contact
Lead
Appointment
To modify the work object templates, perform the following steps:
1. Log in to the Sales Automation application as an administrator.

2. In App Studio, click Create and select a work object that you want to modify.
3. Switch to design mode by clicking the Toggle design mode icon on the top right corner of the screen.
4. Click the edit icon that is displayed in the tab label when you hover over a form or section.
5. Perform any of the following actions:
To change the current template, click Change. To change the template, you need to have an unlocked ruleset.
To apply visibility conditions, click the edit icon that is displayed next to the section.
To add sections, click plus icon.
To rearrange fields and sections, you can drag and drop them to a new location.
To rename a field label, you can edit it.
6. To switch off the design mode, click the Toggle design mode icon.
Your changes are automatically saved and cannot be automatically reverted.

Upgrading Pega Sales Automation to use attribute-based access
control (ABAC)
The security model in the Pega® Sales Automation application has been updated to use Pega platform’s Attribute-based
Access Control (ABAC) to enforce operator security, compared to Pega 7.3.1, which uses the standard, Role-based
Access Control (RBAC).
The ABAC security model in Sales Automation 7.4 allows you to:
Use the row-level and column-level security features

Consistently enforce the security rules regardless of how the data is being accessed (Elasticsearch, report
definitions or activities)
Centrally maintain the security rules without any development work on different rules
For more information, see Attribute-based access control.
Before you begin the upgrade process, review the following information:
By default, the EnableAttributeBasedSecurity Dynamic System Setting is set to true. For more information, see
Upgrading your application to use ABAC security.
All database-related rules add ABAC policy conditions in the generated queries (for example, Obj-Browse, report
definitions, Connect-SQL).
Class join conditions on report definitions must use left joins instead of inner joins to avoid unexpected filtering of
rows. For example, to show an accounts list with the corresponding organization's name, if the operator did not
have permissions on the organization instance, the inner join filters that row, which is not an expected behavior.
If implementation teams want to enforce new conditions, then the Access Policies and Access Policy Conditions can
be overridden in implementation layers. For more information, see Upgrading your application to use ABAC
security.
Standard associations are shipped for the core objects. While creating report definitions from the report browser,
you can use these associations to retrieve information about the associated classes.
ABAC upgrade sample rules

To better understand the security changes in the Sales Automation product layer, perform the following steps:
1. In the Dev Studio search for the following rules:

Activities, for example, crmBuildOperatorAccess
Sample Access Control Read Policy, for example, crmReadAccess in the PegaCRM-Entity-Contact class
Sample Access Control Policy Condition, for example, ReadAccess in the PegaCRM-Work-SFA-Lead class
Sample Access Control Update Policy, for example, crmUpdateAccess in the PegaCRM-Work-SFA-Lead class
Sample Access Control Policy Conditions for Update, for example, crmUpdateAccess in the PegaCRM-Entity-
Org class
Global search rules, for example, pySearchWrapper and pyWorkSearch (per case type)
2. Open and review each rule.
Upgrading your application to use ABAC security

Due to ABAC updates, you have to remove the joins and where conditions related to access permissions from the report
definitions that are overridden in the implementation layer after the application upgrade.
If you upgrade your application without editing the implementation layer report definitions, the security model will be a
mix of RBAC rules in the implementation layer and ABAC rules in the product layer. Report definitions do explicit joins as
modeled by developers. The system also applies ABAC-related policy conditions. Upgrading to ABAC is recommended,
because these actions might not result in the desired performance.
To upgrade your application to use ABAC security, perform the following steps:
1. In Dev Studio, click Records > Report Definition.

2. Open the report definition that is in the implementation layer.
3. Click Data Access.
4. Remove the Access class join and the corresponding filter criteria.
5. Click Save.
6. Optional: Perform steps 2-5 for every report definition in your implementation layer.
7. Optional: Search for the global search rules.
1. Remove the filter criteria that looks for presence of TerritoryID in the list of IDs that the operator has access
to.
2. Click Save.
3. Perform step 7 for global search rules for every case type in your implementation layer.
8. Optional: Click Configure > Org & Security > Tools > Security > Role Names.
1. Review the Rule-Access-Role-Object (ARO) that is shipped with the product.
2. Adjust the AROs for all of the access roles that are in the implementation layer and click Save.
If you do not want to use ABAC, perform the following steps:
1. Search for and open the EnableAttributeBasedSecurity DSS.

2. Set the DSS to false.
3. Because the product layer has already been upgraded to use ABAC security, save any report definitions or
Elasticsearch-related rules from the product layer into your implementation layer and continue to use joins and
filters for access permissions.

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Pega Sales Automation

Importing the Pega Sales Automation sample application package

To import the sample application package, complete the following steps:

Importing the sample application package

Importing the sample application package

Verifying the sample application package

Resetting the sample data

Generating timeline data for sample contacts

Resetting the artificial intelligence data

Resets the NBA Quadrant data

Demonstrating lead capture from web forms in the Pega Sales

The following figure displays a sample application portal:

Record Form Rule

Demonstrating optical character recognition scanning in the Pega

Third-party OCR software vendor

1. Access the Abbyy website at http://cloud.ocrsdk.com.

Pega Sales Automation extension points for OCR

BusinessCardParseData data transform

Pega Sales Automation data import

1. Preparing the data

1. Data Import wizard (see Importing the data)

For more information, see:

Pega Sales Automation entities

Preparing the data

Before starting the import, review the following best practices:

Next: Importing the data.

Pega Sales Automation sample data templates

Sample data templates

Pega Sales Automation entities

Review the following sample .CSV file:

Review the following sample .CSV file:

Use the Lead Individual column to load business-to-customer (B2C) leads.

Use the customer loader to import customer activities.

Data import scenarios

Importing multiple addresses

Adding missing target fields

Editing drop-down values

Mapping external application's ID

Importing the data

1. Open the Data Import wizard.

5. Validate and review.

Configuring the data import File Listener

Template: SA_<name of objects>

Purpose: Add or update

If needed, change these settings by overriding the ResourceSettingsExtension data transform.

Running the data import File Listener

The application provides the following predictions:

Probability to move to next stage

The following figure displays sample data for an Opportunity insight:

Probability to move to next stage

Historical data and adaptive learning

The following figure displays the strategy flow:

Opportunity win model

Prediction: Will this opportunity ever be won?

Opportunity win base propensity model

Move to next stage model

Prediction: Will this opportunity ever move to a higher stage?

Move to next stage base propensity model

The following figure displays the move to next stage model:

Win date model

Will this opportunity be won in 0-90 days from now?

Win date base propensity model

The following figure displays the win date model: