Integrating Pega Sales Automation with NBAM and NBAA · 2019-05-22 · Installation Pre-requisites...

Integrating Pega Sales Automation with NBAM and NBAA Pega Sales Automation™ 7.14

July 2015

The Sales Automation Next Best Action adapter enables Pega Sales Automation users to leverage the powerful capabilities of Pega’s Next Best Action Marketing (NBAM) and Next Best Action Advisor (NBAA) frameworks seamlessly within their SALES AUTOMATION end user portal through Federated Case Management (FCM). The adapter functionality includes:

Local campaigns - Creating local campaigns in NBAM from a Sales Automation system using the Sales Automation contacts as the system of record. Services exposed in Sales Automation to create and update marketing activity and leads in Sales Automation based on the responses by end customers.

Next Best Sales Activities - Intelligence to identify the top sales activities a sales representative can perform to work an account.

This document details:

the steps involved in setting up the integration between Sales Automation and the NBAM / NBAA frameworks and

the installation of a sample implementation to understand and demonstrate these capabilities.

What Is Shipped With Sales Automation Customer implementations of Sales Automation can choose to leverage either the Local Campaigns functionality or the Next Best Sales Activities functionality or both. Many steps involved in setting up the integration with both are common. The Sales Automation 7.13 release includes four artifacts that must be installed in the environment that includes the NBAM/NBAA applications located in the Install/Optional/NBA-Adapter/RAPs.

NBAMAdapter - Adapter rules required for integrating Sales Automation with NBAM. It is installed on the Pega 7 instance where NBAM framework is installed.

NBAMAdapterSample – Sample Implementation using NBAMAdapter for demo purposes.

NBAAAdapter – Adapter rules required for integrating Sales Automation with NBAA. It is installed on the Pega 7 instance where NBAA framework is installed.

NBAAAdapterSample – Sample Implementation using NBAAAdapter for demo purposes.

Architecture Flows in Pega NBAM (Next Best Action marketing) and Pega NBAA (Next Best Action Advisor) use attributes of a customer to allow the user to narrow down to the customers–of-interest. In Pega Sales Automation the prospective customers are stored in the contact table. With Sales Automation as the sales system and NBAM / NBAA being marketing systems they can continue

Integrating Pega Sales Automation with NBAM and NBAA 1

to be different Pega 7 instances and possibly on different Pega 7 releases – please check pre-requisites before install or upgrade.

For the NBAM / NBAA applications to access the contacts in the Sales Automation schema, a database VIEW that is built on the contact table in Sales Automation is created in the NBAM_External schema and is mapped to the contact class in the NBAM application. The Logical Architecture of this integration is shown below:

The remainder of the document assumes that both Sales Automation and NBAM / NBAA applications are installed on the same Pega 7 instance. However, these applications are kept separate and the integration between the applications is through Federated Case Management or Webservices.


Installation

Pre-requisites Before you begin the integration, you need to have installed the following:

Pega 7.1.8

DSM Services enabled − prgateway deployed for IAC / FCM −

Sales Automation 7.14

NBAM 7.12

NBAA 7.12 (* Optional – Only if “Next Best Sales Activities” is required)

Running Database Scripts Be sure to follow these steps before you import the RAPs. You need to execute the SQL script available for each type of database.

Oracle

1. Open the file located in Install/Optional /NBA-Adapter/DDL/NBAM_Script_Oracle.txt.

2. Update the lines highlighted in the code below with the correct schema names.

3. Run the script in the desired client.

DB2

1. Open the file located in Install/Optional/NBA-Adapter/DDL/NBAM_Script_DB2.txt.

2. Update the lines highlighted in the code below with the correct schema names.


3. Run the script in the desired client.

Import the RAPs 1. Login as [email protected] / install or your preferred admin user.

2. Import the RAPs located in Install/Optional /NBA-Adapter/RAPs using the Pega 7 import wizard. Select DesignerStudio > Application > Distribution > Import to access the wizard.

Import RAPs in the following order:

1. NBAMAdapter

2. NBAMAdapterSample

3. NBAAAdapter - *Optional – Only if “Next Best Sales Activities” is required


4. NBAAAdapterSample

NOTE: While importing the NBAMAdapter RAP, on the step for schema changes shown below select the Manual radio button (as DDL execution is completed in an earlier step) and click Next. For all other RAPs, use Automatic.

Setting Up the Sales Automation Application 1. Login as Sales Automation System Administrator (SFASysAdmin/install).

2. Include the PegaCRM-NBAAdapter:07-14 and PegaCRM-NBAMAdapter:07-14 rulesets in your application that is built on PegaCRM-SFA.07.14 application as shown below.


3. Update the following Dynamic System Setting instances

a. Set EnableLocalCampaigns to true. This allows users to access the Local campaigns functionality.

b. Set EnableNBSalesContactsQuadrant to true. This allows users to access Next Best Sales functionality.

c. Set SFAEndPointURL to the appropriate url - the Host / Port of Pega 7 instance where Sales Automation is deployed.


d. Set NBAMEndPointURL to the appropriate url - the Host / Port of Pega 7 instance where NBAM is deployed.

4. Open the prgateway url (http://<host>:<port>/prgateway/) and create a host configuration with name NBAA. For more information, see the host configuration section of the following PDN article, Configuring Internet Application Composer (IAC) with the Gateway Configuration Console.


5. Update the Remote System instance NBAA. From the Records Explorer, select Technical > Remote System. Make sure it refers to application PegaSFA_NBAM. The Host and Port should be for the Pega 7 instance where Sales Automation is deployed.

6. Update the NBA service package instance to point to the access group that has access to the application which contains the PegaCRM-NBAMAdapter and PegaCRM-NAAdapter rulesets. This is configured in step 1.


7. Open your administrator operator record that has access to Sales Automation 7.14 application and specify the access group PegaSFA:MarketAdmins access group as the secondary access group and save it.


8. Open a sales representative operator record and specify the access group PegaSFA:MarketReps as the secondary access group and save it.

9. Set up the demo.

a. Login as the administrator operator that was setup in step 6. b. Search for the activity PopulateCLVwithRandomValues and run it. It will update

CLV_VALUE property in all contacts in Sales Automation with random values.

c. Logout.


Setting up the NBAA Application 1. Login as your administrator operator who has PegaSFA:MarketAdmins as the secondary

access group that was configured in Step 6 in previous section.

2. Change to the application PegaSFA_NBAM from the Application Menu by selecting <Your Application > Switch Application > Sample Implementation on the Sales Automation Adapter.

3. Verify DSM services are running. To verify, from the DesignerStudio select Decisioning > Infrastructure > Services. Configure the host name and port and then click on Save and Ping.

4. Verify that the top level SR class is PegaSFA-NBAM-SR. To verify this, from the DesignerStudio select Decisioning > Decisions > Proposition Management > Hierarchy.


5. Set the customer data class to PegaSFA-Data-Customer.

a. Launch NextBestActionStudio Portal and select > Application > Settings > Manage Data Relationships.

b. If the customer class is not PegaSFA-Data-Customer, use the Edit button to set it.


6. Update agents and agent schedules.

a. Open the access group PegaNBAM:Agents and update it as described below. On the Definition tab, change the application to PegaSFA_NBAM and application -

version to 07.14.

Change to the Advanced tab and update the Default destination ruleset to PegaSFA--NBAM-Artifacts and version to 07-12-01.

b. Update Artifacts agent schedule. From the DesignerStudio, select Records > SysAdmin > Agent Schedule - From the list of agent schedules, search for the PegaNBAM-Artifacts agent. Open -

the corresponding agent schedule for your node and disable the agent by unchecking the Enable this agent check box and saving the instance.


From the list of agent schedules again, search for the PegaSFA-NBAM-Artifacts -agent. Open the corresponding agent for your node and enable the agent schedule by checking Enable this agent and save the instance.

c. Restart the application server.


Test the Integration with NBAM - ‘Local Campaigns’ 1. Login as the sales rep operator whose access group has PegaSFA:MarketRep as the

secondary access group.

2. Click Campaigns from the left navigation menu.

3. The NBAM Campaigns Dashboard for the operator should display.

4. Click New Campaign to create a new campaign and ensure that contacts in SFA are available to be added in a new campaign


This completes the verification of the integration with NBAM. The rest of the document describes the setting up of the sample implementation for Next Best Sales Activities functionality.

Training the Adaptive Model Pega 7 Help reads: The Upload Responses wizard lets you train the model by uploading existing customer data representing previous behavior or sample data. The use of previous results lets Adaptive Decision Manager create models that are able to predict behavior.

This section describes the steps involved in uploading results through the adaptive models management page.

1. Login as the Sales Automation administrator operator that has PegaSFA:MarketAdmins as the secondary access group.

2. Switch your application to the Sample Implementation on Sales Automation Adapter.


3. Go to Adaptive Models Management from the Designer Studio by selecting Decisioning > Predictive Analytics > Adaptive Models Management.

4. Sample response data for propositions is located in Install\Optional \NBA-Adapter\SampleResponses..

NOTE: if You don’t find any propositions in this page for the adaptive rule Adaptive_SFA, first run the activity CallNBAForContact by providing pzInsKey (like PEGACRM-ENTITY-CONTACT CON-XY) of an existing contact as parameter. This activity subjects that contact to NextBestAction and during the process if no Adaptive_SFA models exist, they are created by DSM.

5. Select Upload Responses from Actions menu.


6. Click Start in the Upload Responses wizard.

7. Select your file and click Next.

8. Select Reponse as the Outcome Column value and click Next.

9. Select the response value mapping as shown below and click Finalize.


10. Once upload is complete, refresh the Adaptive Models Management landing page to see the total number of responses uploaded.

11. Go to Adaptive Models Overview from the DesignerStudio by selecting Decisioning > Monitoring > Adaptive Models Reporting > Models Overview.

12. Click the Update reporting data link to see the latest response behavior for the model in the chart.


13. From the bottom repeat grid, select Behavior Report from Select Report menu for corresponding proposition for model Adaptive_SFA.

14. For the following three offers, expanding the List of active predictors should displays the behavior reports charts similar to those shown below.

a. MortgageTermLifeInsurance

b. FiveYearTermLifeInsurance


c. ReturnOfPremiumTermLifeInsurance

Marketing Program for Batch evaluation This section describes configuring a Program Work Object to run at specified time every day to populate best offers for each contact.

1. Login as the Sales Automation administrator that has the PegaSFA:MarketAdmins as the secondary access group.

2. Change to the application PegaSFA_NBAM from the application menu by selecting > Switch Application > Sample Implementation on Sales Automation Adapter.

3. Launch the NextBestActionStudio portal.


4. Select Program from Create Menu.

5. Enter a value for the Program Name, select SFAInsurance from the Issue dropdown, Policy from Group dropdown and click Create.

6. From the Other Actions Menu, select Update Program.


a. From the Starting Population autocomplete, select AllSFACustomers. On the Marketing Strategy autocomplete, select SalesNBAOfferWrapper and Set SFA Props from Public Component dropdown. Click Submit.

b. From the Other Actions Menu, select Submit Program For Execution. Note: If you do not get the Submit Program For Execution menu, go to the Financials tab enter a -1 in the Budget.


c. On the Run Options tab, set the Starting Population and Program Schedule options as necessary. You can select to run the program only once or set a recursive job. Click Confirm.


d. The program starts executing at the scheduled time. The Program Run status can be observed on the Run Summary section on the right side panel of the Program Work Object.

e. Once the program changes to Pending-Wrapup status (Program status and Program Run status should appear similar to those in shown below), you know that the Program has finished running.

f. Go to DB Template Run from the NextBestActionStudio by selecting Channels > Database > Outbound Table.

The number of Records on the row with Template Name SFAPrioritizedContacts is equal to the Total Offers Initiated on the Run Summary status and the Status of the row here is In Progress. Select Finalized from the Actions menu at the end of the row.


Once Finalized, the following screen appears.

Testing Integration with NBAA - ‘Next Best Sales Activity’ 1. Login as the sales rep operator whose access group has PegaSFA:MarketRep as the

secondary access group.

2. The Next Best Action quadrant should be visible on the dashboard for the Sales Rep similar to the one shown below. With the sample data uploaded, this looks realistic with different propensities for different customers with different offers when total number of contacts accessible to the sales rep is below 30.


3. Clicking a contact allows the user to qualify the contact to an opportunity.


© Copyright 2015 Pegasystems Inc., Cambridge, MA

All rights reserved.

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This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services described.

This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant.

For Pegasystems trademarks and registered trademarks, all rights reserved. Other brand or product names are trademarks of their respective holders.

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This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA 02142-1209 Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com

Pega Sales Automation™

Document: Integrating Sales Automation with NBAM and NBAA

Product Version: 7.14

Updated: July 2015


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Integrating Pega Sales Automation with NBAM and NBAA · 2019-05-22 · Installation Pre-requisites...

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