Customer Master Profile

The Customer Master Profile (CMP) plays a pivotal role in Pega Client Lifecycle Management (CLM). It compiles onboarding and compliance data, such as Know Your Customer (KYC), risk profiling, related parties, and product adoption. The CMP prepopulates this data across the different Cases of the customer. While storing the data internally, the CMP can also extend to store a copy of external Customer system of record (SOR) data for efficient maintenance, which avoids constant interaction with external systems. However, the SOR does not manage or replace the CMP; instead, the CMP complements the SOR by including all information relevant to compliance.

Customer Master Profile life cycle

Every customer and related party that completes any CLM journey has an instance in the CMP, uniquely identified by a Master Profile ID and linked to the customer through its Customer ID.

The system creates the CMP the first time a CLM journey is initiated for a customer in the application, regardless of whether the customer is already known to the organization and exists in the Customer SOR. After creating the CMP, the system refreshes it and uses it to initialize new journeys for that customer and to trigger the automatic creation of journeys based on its data, such as creating a Customer Periodic Review journey based on the next review date.

The system also creates the CMP for a related party as soon as the related party is added to the ownership structure of the customer during a CLM journey. The system reuses the CMP if the related party is converted into a customer,
as shown in the following figure:

Note: Although the CMP technically inherits from Work-Folder-, it does not have a lifecycle. The system creates it as a regular data instance, and no flow ever runs on it. It is just a container for data. However, it does have a property to reflect the customer status, such as Onboarding or Active.

Customer Master Profile synchronization

Explore how the system retrieves, synchronizes, and persists Customer Master Profiles, ensuring data accuracy and efficiency.

Retrieval

The GetMasterProfile Data Transform, available at PegaFS-Work and accessible from any CLM work object classes, retrieves the CMP. This Data Transform retrieves the.pyCustomer customer identifier that is stored in the Case and passes it to the D_GetMasterProfile Data Page to retrieve the data instance. This Data Page uses an additional D_GetMasterProfileCache Data Page that acts as a cache to minimize database access.

If the database does not contain a CMP, typically for an Onboarding journey or when adding a new related party, the system creates a new CMP on the spot by using the data available at the Case and running the CreateMasterProfile activity.

If the Case loads the CMP for the first time, typically at Case creation, the system runs an initial data synchronization and refreshes the CMP with data loaded from the Customer SoR into the Case. The Case also loads data from the CMP that the Customer SOR does not own.

Persistence

Update the WorkFolder page obtained from GetMasterProfile to change the CMP data. After modifying the data, persist the page by using the SaveWorkFolder activity that is available in the PegaFS-Work class.

The system automatically triggers the synchronization process to ensure that all data in the database is fresh and accurate. This process might involve the synchronization and persistence of related data parties.

Note: Because the synchronization process can be performance-intensive, calling processes can parametrize their run when invoking SaveWorkFolder (for example, to skip requirements). For more information about parameterizing the run, see Optimizing Master Profile synchronization.

The system persists the data instance in the database and updates the retrieval cache mechanism to ensure it is ready to serve subsequent accesses to the instance.

Data Model of the Customer Master Profile

The CMP shares its Data Model with the party Data Model that is available in Pega Foundation for Financial Services™. The class of the CMP is PegaFS-Data-Party-MasterProfile.

In the following image, click the + icons to learn more about the main data categories managed in the party Data Model:

Note: Although the system persists most of the data in the table pc_work_masterprofile, it stores KYC types and external provider data in dedicated tables. For more information about the externalization of external providers, see Externalization of third-party data.

Customer Master Profile 360-degree view

The CMP provides a 360-degree view of the associated customer. When called from a Case, it consolidates information available in the Case itself and the CMP. When called from the Customer Search UI page in the Portal, it consolidates information from the Customer SOR and the CMP.

In the following image, click the + icons to view the components of a sample customer profile:

Customer summary with Pega GenAI

Note: The following content, referenced from Pega Documentation, is included here to help you better achieve the module learning objectives.

Using Pega GenAI™ you can generate concise AI-powered summary of a customer. The Generate Customer Summary provides the gist of the key information from a Customer Master Profile (CMP). This eliminates the need to navigate through multiple sections to gather essential information enhancing client onboarding, review processes, and overall value chain interactions.

The customer summary consists of the following components:

Basic information: Fundamental details about the customer, such as their name, contact information, and any essential identifiers.
Products: Various products or services associated with the customer. This has details such as product type, booking jurisdiction, and booking entity.
Ownership structure: It applies exclusively to entities, illustrating the primary aspects of ownership and control within the organization.
Risk: Overall risk profile of the customer, including country risk, business risk, product risk, related party risk, secondary risk, relationship duration risk and external data risk.
Existing business relationships: Ownership and control, management, and authorized representative roles of the customer in other relationships.
Current journey details: A snapshot of the cases created in the current journey along with the number of in progress sub-cases information.

To know more about Pega GenAI customer summary, see Generate customer summary with Pega GenAI in the Product Overview.

NOTE: Pega GenAI Customer Summary does not use a platform masking feature in 24.1 release. However, it leverages and relies on the advanced security capabilities offered by Microsoft Azure to protect personal data effectively.

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