The CRM application stack

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

A new Pega Sales Automation installation includes Pega Customer Service, but Pega Customer Service is enabled only if licensed. If you are using Pega Customer Decision Hub, you must install that application separately.

The data model in Pega Sales Automation 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.

Pega Sales Automation uses the Pega Common Data Model (CDM). To review the CDM documentation, including the Entity Relationship Diagram (ERD) and the Data dictionary, see Get Started with Pega Common Data Model. The following image shows the CRM application stack: