Pega Sales Automation forFinancial Services

IMPLEMENTATION GUIDE7.31

PEGA SALES + ONBOARDING

© 2017Pegasystems Inc., Cambridge, MA

All rights reserved.

Trademarks

For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property oftheir respective holders.

For information about the third-party software that is delivered with the product, refer to the third-party license file on yourinstallation media that is specific to your release.

Notices

This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietaryinformation that are protected by various federal, state, and international laws, and distributed under licenses restricting their use,copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc.

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

This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. Ifyou have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. servicesconsultant.

Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, aswell as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein.Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice.

Any references in this publication to non-Pegasystems websites are provided for convenience only and do not serve as anendorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use ofthose websites is at your own risk.

Information concerning non-Pegasystems products was obtained from the suppliers of those products, their publications, or otherpublicly available sources. Address questions about non-Pegasystems products to the suppliers of those products.

This publication may contain examples used in daily business operations that include the names of people, companies, products, andother third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual businessenterprise or individual is coincidental.

This document is the property of:

Pegasystems Inc.One Rogers StreetCambridge, MA 02142-1209USAPhone: 617-374-9600Fax: (617) 374-9620www.pega.com

DOCUMENT: Pega Sales Automation for Financial Services Implementation GuideSOFTWARE VERSION: 7.31PUBLISHED: Sunday, December 10, 2017

Feedback

If you have suggestions or comments for how we can improve our materials, send an email to AppDocBug@pega.com.

CONTENTS

Application overview 8Implementation delivery methodology 8Initiation stage 8Delivery stage 10

Pega Sales Automation for Financial Services application stack 11

Initiation stage 12Creating your application 12Enabling operator accounts 13Sample data 14

Optional: Configuring your applications for Pega Customer Relationship Management forFinancial Services 15Adding shared rulesets 17Creating integration rulesets 18Enabling or disabling shared features 19Configuring the integration between Pega Sales Automation for Financial Services and PegaMarketing for Financial Services 20Testing the Pega Sales Automation for Financial Services integration with Pega Marketing forFinancial Services local campaigns 21Testing the Pega Sales Automation for Financial Services integration with Pega Marketing forFinancial Services next best offers 22

Generating specification documents 22Generating the Application profile 23Generating the Application document 23Generating the Specification document 23

Delivery stage 25Defining requirements 25Application data model 26Mapping your application data 26Mapping case type or data type classes to a database table 27

Connecting to customer data 28Market segments 28

Pega Sales Automation for Financial Services Implementation Guide 3

Defining market segments 28Defining the sales team structure and authorization model 29Defining the operational structure of the organization 29Defining territories 30Defining operators 30Defining partners 31

Defining prospect and customer data requirements 31Customizing your application 31Defining your sales methodology 33Defining opportunity cases 33

Defining product information 33Forecast management requirements 34Defining requirements for activity and task management 34Defining requirements for sales goals management 34Defining reporting requirements 35Reviewing existing reports 36

Portal dashboards 36Defining the dashboard layouts for portals 36

Implementing the Pega Sales Automation for Financial Services mobile app 37Additional Pega components 38Artificial intelligence insights 38Local campaigns 39Next-best-offer recommendations 39Next-best-action strategies 40

Engagement maps requirements 40Defining organization trend requirements 41Defining Pega Co-Browse requirements 41Defining settings for Pega Pulse 42Defining computer telephony integration (CTI) requirements with Pega Call 42Pega Knowledge integration 43Pega Workforce Intelligence integration 44Defining integration requirements 44

Defining the security model 45

Pega Sales Automation for Financial Services Implementation Guide 4

Authentication schemes 45Defining your authentication scheme 46

Authorization model 46Defining your authorization scheme 47

Customizing the user experience 47Determining which part of the user interface to modify 48Designing portals 48Designing an application skin and styles 48Designing for screen performance 49

Building features 49Activating application features 49Connecting to customer data 51Using the Data Import wizard 51Building your sales team structure and authorization model 52Building your operational structure 53Adding territories 53Adding operators 54Adding partners 55

Importing prospect and customer data 55Customizing your application 56Implementing the sales methodology 57Modifying an opportunity case type 58Adding stages to an opportunity case type 58Specifying a field value for a new opportunity stage 59Specifying a data transform target for a new opportunity stage 60Adding steps to an opportunity stage 60Configuring automatically launched processes 61

Setting up products 61Configuring an external product data source 62Populating contact and organization data 62Product Designer for Financial Services workflow 64

Setting up competitors 65Setting up time periods for sales goals management 65

Pega Sales Automation for Financial Services Implementation Guide 5

Reports 66Customizing dashboards 66Building the Pega Sales Automation for Financial Services mobile app 67Setting up optical character recognition (OCR) scanning 67Distributing the Pega Sales Automation for Financial Services mobile app 68

Enabling local campaigns and next-best-offer recommendations 68Activating the engagement maps feature 69Mapping data for organization trends 69Configuring Pega Co-Browse 70Configuring Pega Pulse 71Configuring computer telephony integration using Pega Call 71Configuring access groups for computer telephony integration (CTI) 71

Adding Pega Knowledge records 72Configuring Pega Workforce Intelligence 72Configuring settings for Pega Workforce Intelligence 73Configuring authorization for Pega Workforce Intelligence 73Updating the access group for the agent schedule 74Configuring Pega Sales Automation for Financial Services operators for Pega WorkforceIntelligence 74

Pega Sales Automation for Financial Services integration with Microsoft Exchange 75Configuring Pega Sales Automation for Financial Services to Microsoft Exchange calendarintegration 75Creating an impersonation account for Microsoft Exchange integration 76Generating a keystore file with SSL certificate for Microsoft Exchange integration 76Updating the security profile in Pega Sales Automation for Financial Services 78Updating the authentication profile in Pega Sales Automation for Financial Services 78Updating dynamic system settings for Microsoft Exchange integration 79

Configuring Microsoft Exchange to Pega Sales Automation for Financial Services calendarintegration 79Configuring Pega for Outlook VSTO and Pega for Outlook Office 80Configuring listener accounts for emails and appointments 81Creating the access group, operator, and email accounts 81Creating new email and appointment classes in the implementation layer 82

Pega Sales Automation for Financial Services Implementation Guide 6

Configuring associations with other application objects 83Updating the user interface 83

Configuring Twitter integration 84Setting up a Twitter account and application 85Configuring settings for Twitter integration 85

Configuring Facebook integration 86Setting up a Facebook account and application 86Configuring settings for Facebook integration 87

Configuring LinkedIn integration 87Setting up a LinkedIn account and application 88Configuring settings for LinkedIn integration 88

Modifying the user interface 89Locating the user interface element to change 89Adding properties to sections 90Adding sections 90Changing section visibility 91Updating the skin 91

Testing a new application 92Testing your application in the Build environment 92Testing in the Test or Production environments 93Testing in the UAT environment 94

Packaging a new application 94Merging application changes 95Packaging an application for migration 95Importing the packaged application 95Multitenancy deployment considerations 96

Production maintenance and monitoring 97Business rule maintenance in the Production environment 97Application health monitoring 97Identifying and reporting issues 98

Pega Sales Automation for Financial Services Implementation Guide 7

Application overviewPega Pega Sales Automation for Financial Services uses analytics, business process management, andmodel-driven capabilities to provide intelligent, real-time guidance to sales representatives andmanagers in the financial services industries. Pega Sales Automation for Financial Services integratescapabilities from the Pega Foundation for Financial Services and Pega Sales Force Automationapplications. For more information, see the Pega Sales Automation for Financial Services ProductOverview on the Pega Sales Automation for Financial Services product page.

Implementation delivery methodologyIn most cases, use a scrum-based, Agile delivery model for a Pega application implementation. In therare cases where a waterfall-based implementation methodology is better suited, use Pega’s IterativeWaterfall approach. These two implementation methodologies help break down the work intomanageable components that you can deliver to production faster. The Pega delivery approach hasthe following primary stages:

• Initiation stage

• Delivery stage

Initiation stageIn the Initiation stage, the implementation teams build the foundation or baseline of the applicationand prepare for the work that is necessary to configure the first production release and subsequentextended production releases. Keep in mind that the first production release is the minimal requiredscope to go live into production. Other capabilities can be added as part of the extended productionreleases. Building a strong foundation to support expansion and reuse is key to the success of animplementation.

The Initiation stage is further organized into the following sub-stages:

Plan

Align the vision and roadmap to establish the foundation for the implementation. The Plan sub-stageincludes the following tasks:

Pega Sales Automation for Financial Services Implementation Guide 8

Application overview

l Defining the production release milestone

l Refining scope alignment

Set up

Validate and review the Pega-provided features and capabilities to see if they meet yourrequirements and expectations. This sub-stage includes the following tasks: 

l Establishing environments and processes

l Reviewing application feature descriptions (in Designer Studio, click Application menu >Overview)

l Reviewing Application Guides for first production release setup information (in Designer Studio,click Resources > Application Guides)

l Creating the baseline application

l Loading customer data

l Demonstrating the baseline application

l Reviewing artifacts from the solution assessment

l Reviewing business needs and outcomes

Prepare

Prepare for the delivery of Pega Sales Automation for Financial Services by completing the followingtasks:

l Confirming resources

l Enabling team members

l Establishing governance

At the conclusion of the Initiation stage, the scope of the work for the first production release isclearly defined. For Scrum, the scope of the work is represented in an initial backlog. For IterativeWaterfall, a specification list and schedule are prepared and finalized.

Pega Sales Automation for Financial Services Implementation Guide 9

Application overview

Delivery stageThe Delivery stage is dependent on the methodology selected (Scrum or Iterative Waterfall). Duringthis stage, the delivery team designs, builds, configures, and tests the application by using theselected implementation methodology. The goal is to accomplish the tasks that are described in thisdocument by organizing the Application Feature backlog so that the delivery team can configure theapplication incrementally with the result being a fully tested and performance-tuned application inproduction.

The Delivery stage is organized into the first production release and the extended production releasetypes.

First production release

This release includes only the essential features that are defined during the solution proposal stageand are required for the first release into production. The first production release should beimplemented in 90-120 days, depending on the scope of the essential features. This release typeincludes the following features:

l Core Pega-provided features

l Extended features considered essential for your business

l Key day-one integrations with your systems to get data that you require

Extended production release

This release includes the non-essential features that are defined during the solution proposal stage.The following features are implemented incrementally after the first production release:

l Non-essential Pega-provided features

l Extended features that you have identified as required for your business

This guide provides information to support both Scrum and Iterative Waterfall implementationmethodologies during the first production release and the extended production release.

Pega Sales Automation for Financial Services Implementation Guide 10

Application overview

Pega Sales Automation for FinancialServices application stack

Pega Sales Automation for Financial Services Implementation Guide 11

Application overview

Initiation stageThe Initiation stage includes the following tasks:

• Creating your application

• Optional: Configuring your applications for Pega Customer Relationship Management forFinancial Services

• Generating specification documents

Creating your applicationThe first step in implementing Pega Sales Automation for Financial Services to best meet yourorganization's needs is to create the application on which your extended application will be built. Usethe New Application wizard to create your new application. The wizard creates the applicationstructure for you.

If you loaded sample data bundle during the Pega Sales Automation for Financial Services installationprocess, the New Application Wizard creates a set of Pega-provided operators. For security purposes,these operators are disabled. To use the new application, you have to enable appropriate operators.See Enabling operator accounts.

1. Log in by entering the administrator user name with the password that you specified.

User Name: SAFSSysAdmin

2. Create the application by following the steps in Creating an application with the New Applicationwizard.

The New Application wizard prompts you to select a selling mode for your new Pega SalesAutomation for Financial Services application.

Pega Sales Automation for Financial Services supports the following selling modes:

Business-to-business (B2B)

Pega Sales Automation for Financial Services Implementation Guide 12

Initiation stage

For organizations selling to other businesses. This selling mode supports leads, opportunities,organizations, and accounts.This selling mode supports leads, large and small groupopportunities, and organizations.

Business-to-consumer (B2C)

For organizations selling directly to individuals. This selling mode supports individual leads,individual opportunities, and householdsMedicare opportunities.

Business-to-business and business-to-consumer (B2B_B2C)

For organizations selling to both businesses and individuals. This selling mode supports leads,individual leads, opportunities, individual opportunities, organizations, accounts, andhouseholds.This selling mode supports leads, individual leads, large and small groupopportunities, individual opportunities, Medicare opportunities and organizations.

The application's user interface dynamically adjusts to provide the appropriate case types andtools required to support the selling mode that you select for your implementation.

Keep in mind your application-specific requirements.

3. Log in to your new application after you enable the appropriate operator IDs.

Note: All procedures in this guide require that you log in to your new application by enteringcredentials for that application, unless otherwise noted.

The New Application wizard creates the application class structure for you. You can reuse the classesand rulesets that are created by the wizard in future applications that you create. As you implementthis application and future applications, you can apply class hierarchy and inheritance principlesto help you decide where in the class structure to create your rules to improve the maintainabilityand overall efficiency of your application.

For more information, see Class layers.

Enabling operator accountsIf you loaded sample data bundle during the Pega Sales Automation for Financial Services installationprocess, the New Application Wizard creates a set of Pega-provided operators. For security purposes,these operators are disabled. Before you can log in and use the access rights of any operator in yournew application, you must enable that operator.

If you did not load sample data bundle, you do not have Pega-provided operators. You need to createyour new operators.

For additional information, see Initial Operator IDs (Data-Admin-Operator-ID).

Pega Sales Automation for Financial Services Implementation Guide 13

Initiation stage

1. Log in as the SAFSSysAdmin operator with the password that you specified.

2. Click Designer Studio > Org & Security > Authentication > Operator Access.

This page lists all currently disabled operator accounts.

3. In the Disabled operators section, click the link for the Pega-provided operator that you want toenable.

4. Optional: In the Contact Information section on the Profile tab, fill out any information thatyour site requires.

5. On the Edit Operator ID page, on the Security tab, select the Force password change onnext login check box and clear the Disable Operator check box.

6. Select Update password.

7. In the Change Operator ID Password window, enter a password that conforms to your sitestandards and click OK.

8. Click Save to enable the operator record and the new password, and then close the page

9. On theOrganization and Security: Operator access page, repeat steps 3 through 8 for eachoperator that you want to enable.

Sample dataIf you loaded sample data bundle during the Pega Sales Automation for Financial Services installationprocess, you have access to sample data supporting the Pega-provided demonstration application.Pega recommends that you load customer-supplied sample data in a sandbox environment to reviewand evaluate the Pega-provided features so that implementation efforts are more meaningful.

Note: Before you load customer-supplied sample data, you should first remove the Pega-providedsample data to avoid overlap between the customer data and the demo data.

Pega Sales Automation for Financial Services Implementation Guide 14

Initiation stage

Optional: Configuring your applications forPega Customer Relationship Managementfor Financial ServicesThese procedures are required only if you will use the Pega Customer Relationship Managementfeatures to share data and service cases across the Pega Customer Service for Financial Services,Pega Sales Automation for Financial Services, and Pega Marketing for Financial Services applications.These procedures involve configuration across all three applications, and they include links to theother implementation guides as needed.

Important: If you have installed industry-specific applications on top of Pega Customer Service andPega Sales Automation, complete these configuration steps in the industry applications, and not inthe Pega Customer Service or Pega Sales Automation applications. For instructions, see theimplementation guide for the industry application on the Pega PDN.

PrerequisitesYour Pega Customer Service for Financial Services and Pega Sales Automation for Financial Servicesapplications must already be created as described in Creating your application.

To configure the Pega Customer Relationship Management features, complete the following steps:

1. For environments that include both Pega Customer Service for Financial Services and Pega SalesAutomation for Financial Services, complete the following steps.

a. Add the Pega Sales Automation for Financial Services implementation rulesets to your PegaCustomer Service for Financial Services application, and add the Pega Customer Service forFinancial Services implementation rulesets to your Pega Sales Automation for FinancialServices application. See Adding shared rulesets.

b. Create an integration ruleset for your Pega Customer Service for Financial Services and PegaSales Automation for Financial Services applications, and then add the integration ruleset tothe top of the ruleset stack for each application. See Creating integration rulesets.

c. Enable the Pega Customer Relationship Management features. See Enabling or disablingshared features.

d. In your Pega Customer Service for Financial Services application, update the operator accessgroups to include the CustomerService:CSRSalesAccess role that is required to access theshared features. See "Updating access groups to have shared access" in the Pega Customer

Pega Sales Automation for Financial Services Implementation Guide 15

Initiation stage

Service for Financial Services Implementation Guide on the Pega Customer Service forFinancial Services product page.

2. For environments that also include Pega Marketing for Financial Services, complete theseadditional steps.

a. Create your Customer Relationship Management Marketing for Financial Services applicationas described in Configuring your application to the Customer Relationship Management suiteon the Pega Marketing for Financial Services product page.

b. Configure your Pega Customer Service for Financial Services application to support PegaCustomer Decision Hub.

i. Enable Pega Customer Decision Hub. See "Configuring application settings" in the PegaCustomer Service for Financial Services Implementation Guide on the Pega CustomerService for Financial Services product page.

ii. Configure Customer Decision Hub settings. For each setting, copy the rule to the highestruleset shared by Pega Customer Service for Financial Services and Pega Sales Automationfor Financial Services, and save your changes in that ruleset. See "Configuring PegaCustomer Decision Hub" in the Pega Customer Service for Financial ServicesImplementation Guide on the Pega Customer Service for Financial Services product page.

c. In Pega Marketing for Financial Services, configure the application to support the PegaCustomer Relationship Management features. See Configuring your application to theCustomer Relationship Management suite on the Pega Marketing for Financial Servicesproduct page.

d. In your Pega Sales Automation for Financial Services application, configure the integrationbetween Pega Sales Automation for Financial Services and Pega Marketing for FinancialServices. See Configuring the integration between and .

e. In your Pega Sales Automation for Financial Services application, test the integration with PegaMarketing for Financial Services local campaigns. See Testing the integration with localcampaigns.

f. In your Pega Sales Automation for Financial Services application, test the integration with PegaMarketing for Financial Services next best offers. See Testing the integration with next bestoffers.

Pega Sales Automation for Financial Services Implementation Guide 16

Initiation stage

Adding shared rulesetsNote: This procedure is required only if using the Pega Customer Relationship Managementfeatures.

To enable sharing of data between your Pega Customer Service for Financial Services and Pega SalesAutomation for Financial Services applications, add the implementation rulesets from one applicationto the other. The implementation rulesets are created by the New Application wizard for a newapplication.

Add only the rulesets that you want to expose in the other application. The lead system architect (LSA)or project architect can provide guidance on what functionality is included in each ruleset.

Add these rulesets at the bottom of the ruleset stack so that you do not overwrite your application'simplementation rulesets. (When you want to overwrite your application's rulesets, use an integrationruleset as described in Creating integration rulesets.

1. View the implementation rulesets created for each of your applications.

a. Log in to each of your applications in Designer Studio.

b. Click Application menu > Definition.

c. In the Application rulesets section, note the implementation rulesets created for eachapplication.

2. Add the implementation rulesets from your Pega Sales Automation for Financial Servicesapplication to the bottom of the ruleset stack for your Pega Customer Service for FinancialServices application.

a. Log in to your Pega Customer Service for Financial Services application in Designer Studio.

b. Click Application menu > Definition.

c. In the Application rulesets section, click Add ruleset to add Pega Sales Automation forFinancial Services rulesets to the bottom of the ruleset stack, and then click Save.

3. Add the implementation rulesets from your Pega Customer Service for Financial Servicesapplication to the bottom of the ruleset stack for the Pega Sales Automation for Financial Servicesapplication.

a. Log in to the Pega Sales Automation for Financial Services implementation application inDesigner Studio.

Pega Sales Automation for Financial Services Implementation Guide 17

Initiation stage

b. Click Application menu > Definition.

c. In the Application rulesets section, click Add ruleset to add Pega Customer Service forFinancial Services rulesets to the bottom of the ruleset stack, and then click Save.

Creating integration rulesetsNote: This procedure is required only if using the Pega Customer Relationship Managementfeatures.

When using a Pega Customer Relationship Management configuration that includes both PegaCustomer Service for Financial Services and Pega Sales Automation for Financial Services, you mustsometimes override the rules in one application to expose functionality from the other application.To support this, create an integration ruleset in both applications, and then save the override rules tothe integration ruleset.

For example, if the Pega Customer Service for Financial Services application will show Pega SalesAutomation for Financial Services Lead case service cases, you want the service case header andfooter to look the same as the other Pega Customer Service for Financial Services services cases. Inthat case, save the perform harness rule for the service case into the integration ruleset for the PegaCustomer Service for Financial Services application. Doing so overrides the Pega Sales Automation forFinancial Services header and footer for that service case.

The applications include a sample integration ruleset that you can copy or use as a model for a newintegration ruleset. The sample integration ruleset for Pega Customer Service for Financial Services isPegaSAFSforCSFS, and the sample integration ruleset for Pega Sales Automation for Financial Servicesis PegaCSFSforSAFS.

Complete the following steps to configure the integration rulesets.

1. Log in to your Pega Customer Service for Financial Services application in Designer Studio.

2. Click Application menu > Definition.

3. In the Application rulesets section, click Add ruleset.

4. Type a name for the new integration ruleset that identifies its purpose. For example,MyAppCRMIntegration, whereMyApp is your application prefix.

5. Click the Open icon to the right of the ruleset field.

Pega Sales Automation for Financial Services Implementation Guide 18

Initiation stage

6. Review the default Ruleset Name, Version, and Description values, and modify the values ifneeded.

7. Click Create and Open, and then click Save.

8. In the ruleset field, identify which version of the ruleset to use by appending the major and minorrule version to the end of the integration ruleset name in this format: :NN-NN. For example, toselect the first version of the ruleset, append :01-01 to the end of the ruleset name.

9. Move the new integration ruleset to the top of the ruleset stack by dragging the number to the leftof the ruleset name to the top of the stack.

10. Click Save.

11. Repeat this procedure for your Pega Sales Automation for Financial Services application.

Enabling or disabling shared featuresNote: This procedure is required only if using the Pega Customer Relationship Managementfeatures.

The value of the Boolean property IsCRMModeDeployment enables or disables the Pega CustomerRelationship Management features that support shared functionality between your Pega CustomerService for Financial Services and Pega Sales Automation for Financial Services applications. Thisproperty is located in the crmBaseAppExtModel data transform rule in the PegaCRMBase application,a built-on application shared by your Pega Customer Service for Financial Services and Pega SalesAutomation for Financial Services applications. By default, this property is set to false to disable theshared features. To enable the shared features, copy the rule, and then change the property value totrue.

1. Log in to the application where you will create the new rule. If your applications are built on acommon application that contains rules shared by both applications, create the new rule in thatapplication. Otherwise, create the new rule in both of your applications.

2. In the Designer Studio search text field, enter crmBaseAppExtModel and then click the Search icon

.

3. In the search results, click the data transform with the Applies To class of PegaCRMBase-Data-AppExt.

Pega Sales Automation for Financial Services Implementation Guide 19

Initiation stage

4. Click Save as to save the rule to the top-level ruleset for the application, or to the rulesetidentified by the project architect.

5. In the Source field, enter true.

6. Click Save.

Exposing the shared features

Although the IsCRMModeDeployment property enables the shared features, these additional rules inthe PegaCRMBase built-on application expose the shared features.

l The D_crmBaseAppExtPage data page (in the PegaCRMBase-Data-AppExt class) uses thecrmBaseAppExtModel data transform as a source.

l The DoesCRMExistsWhen rule (in the@baseclass class) grants or denies access to shared featuresin sections, activities, and flows; this When rule refers to the D_crmBaseAppExtPage data page.

Configuring the integration between Pega Sales Automationfor Financial Services and Pega Marketing for FinancialServicesThe Pega Customer Relationship Management suite includes sample marketing artifacts that you canimport to demonstrate the next-best-offer and local campaigns features in Pega Sales Automation forFinancial Services. To use these artifacts in Pega Sales Automation for Financial Services you mustconfigure the integration between Pega Sales Automation for Financial Services and Pega Marketingfor Financial Services.

For more information about the next-best-action and local campaigns features, see Additional Pegacomponents.

For information about the integration steps you must complete in the Pega Marketing for FinancialServices application, see Optional: Configuring your applications for Pega Customer RelationshipManagement for Financial Services .

1. Open the prgateway URL (http://<hostname>:<port>/prgateway/) and create a host configurationnamed NBAA.

For more information about creating a host configuration, see the PDN article Configuring PegaWeb Mashup with the Gateway Configuration Console.

Pega Sales Automation for Financial Services Implementation Guide 20

Initiation stage

2. In the Designer Studio header search text field, search for and select theConfigureSAforNBAMSAInt activity.

3. Review the descriptions provided for each of the activity parameters and update the defaultparameter values to support your implementation environment.

4. Click Actions > Run and confirm that no errors occur.

5. When the activity is complete, log out of the application and log back in.

Testing the Pega Sales Automation for Financial Servicesintegration with Pega Marketing for Financial Services localcampaignsAfter you complete the steps required to configure the integration between Pega Sales Automationfor Financial Services and Pega Marketing for Financial Services, verify that you can access thesample marketing artifacts for local campaigns in Pega Sales Automation for Financial Services.

1. Log in to Pega Sales Automation for Financial Services by entering the credentials for the Sales Repoperator who has PegaSA:MarketReps as their secondary access group.

2. In Designer Studio, click Launch > SAFS for Sales Rep.

3. On the navigation menu, click Campaigns and click New Campaign.

4. Verify that you can select the following template offers for the campaign:

l B2CEmailOffer

l B2BSMSOffer

l B2CSMSOffer

5. Verify that you can add Pega Sales Automation for Financial Services contacts to the campaign.

Pega Sales Automation for Financial Services Implementation Guide 21

Initiation stage

Testing the Pega Sales Automation for Financial Servicesintegration with Pega Marketing for Financial Services nextbest offersAfter you complete the steps required to configure the integration between Pega Sales Automationfor Financial Services and Pega Marketing for Financial Services, verify that you can access thesample marketing artifacts for next best offers in Pega Sales Automation for Financial Services.

1. Log in to Pega Sales Automation for Financial Services by entering the credentials for the Sales Repoperator who has PegaSA:MarketReps as their secondary access group.

2. In Designer Studio, click Launch > SAFS for Sales Rep.

3. Verify that the Next best offers widget displays on the dashboard. With sample data uploaded, thewidget shows realistic offers with different rankings for each contact.

4. Complete the following steps to test your integration:

a. Click a contact to qualify the contact to an opportunity.

b. Open a contact to display the top three offers for the contact, ranked highest to lowest.

c. Click an offer to qualify the contact to an opportunity for the offer.

Generating specification documentsTo avoid duplicating existing features, review the following documents to familiarize yourself withthe default rules and rulesets of your application. During the solution assessment, a number ofrequirements, specifications, and other artifacts are captured to represent the scope of the work. Ifthey are captured in the Pega Platform, these artifacts can be reused to streamline the firstproduction release scope identification.

You can export application specification and requirements artifacts from the Pega Platform, and thenimport them into your new baseline application so that you can build on the content that has alreadybeen created. For more information, see Exporting specifications and requirements andImporting specifications and requirements.

Follow these procedures to generate documents that define what is contained within yourapplication:

Pega Sales Automation for Financial Services Implementation Guide 22

Initiation stage

• Generating the Application profile

• Generating the Application document

• Generating the Specification document

Generating the Application profileThis document is created during the Sales stage and includes the process stages and steps, casetypes, reports, requirements, specifications, participants, collaborators, and actors that are associatedwith the implementation of your application. It is a document that defines the scope of theapplication, and it also includes the results of the presale gap analysis.

To generate the document, log into your application by entering your newly created credentials, andfollow the procedure in Generating an application profile document.

Generating the Application documentThis document and its associated controls provide the ability to customize the presentation of theapplication information based on the document's intended audience. When you run the ApplicationDocument tool, you can include or exclude content by selecting and clearing various options.

During an implementation, this document reflects the current state of your application. TheApplication Document tool automatically updates the content of your document as you modify andextend your application to reflect additional requirements. If you have not yet built anything, thecontent of this document is the same as the application profile.

To generate the document, log into your application by entering your newly-created credentials, andfollow the procedure in Generating an application document.

Generating the Specification documentThis document shows all of the specifications and linked requirements associated with yourapplication at the time that you generate the document. You can generate this document at any pointduring the implementation life cycle to include any updates to the application's specifications andrequirements.

Review this document before and after each sprint by using the available filters to tailor the contentto meet the business requirements of your implementation.

Pega Sales Automation for Financial Services Implementation Guide 23

Initiation stage

To generate the document, log into your application by entering your newly-created credentials, andfollow the procedure in Generating a specification document.

Pega Sales Automation for Financial Services Implementation Guide 24

Initiation stage

Delivery stageThe Delivery stage includes the following tasks:

l Defining requirements

l Building features

l Testing a new application

l Packaging and importing a new application

Defining requirementsTo ensure that you stay on target for a successful deployment, use a structured approach for yourimplementation methodology. You will need to prepare for your implementation and determine keyaspects of the design that will affect the behavior of your application. Defining requirements for animplementation includes the following tasks:

l Reviewing extension requirements

l Refining customizations and determining the availability of required data and integrations

l Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions andcustomizations, and confirming the project scope

Defining your requirements also involves DCO sessions and incorporating those requirements intothe application design. During these sessions, you review each of the case types and process flowsthat the application already provides.

Update the Application Specifications with planned changes as described in About ApplicationSpecifications.

The Implementation Planning Workbook helps you capture decisions as you define yourrequirements. You can download the Implementation Planning Workbook from the Pega SalesAutomation for Financial Services product page.

To define requirements, review the topics in the following sections:

• Application data model

• Connecting to customer data

Pega Sales Automation for Financial Services Implementation Guide 25

Delivery stage

• Customizing your application

• Defining the security model

• Customizing the user experience

Application data modelThe application provides a set of data types, data pages, and sample data to begin implementing yourapplication.

Data modeling involves relating a conceptual model of how data items relate to each other in anapplication. The data model in the Pega Platform refers to a set of rules that work together topopulate the data in your application. This data is displayed on the user interface to help the userprocess information and can help automate decisions in your sales processes. The following ruletypes constitute your data model:

Data types

The data type is another name for a class in your application. It holds data that the applicationuses. A data type has one or more data pages and several property definitions associated with it.

Properties

Properties define the format and visual presentation of data in your application.

Data pages

Data pages define the content of a clipboard page and control the loading of the data.

When planning your data model, work with the data modeling resource at your site to understandthe attributes of the data types that need to be supported by your application.

Note: For more information about the data model, see the Pega Sales Automation for FinancialServices Product Overview on the Pega Sales Automation for Financial Services product page.

Note: For more information about the data model, see the Pega Sales Automation for FinancialServices Product Overview on the Pega Sales Automation for Financial Services product page.

Mapping your application data

The application data types provide a default set of properties for your use. You can add or removeproperties from these data types depending on your requirements. You can also add new data types.

Pega Sales Automation for Financial Services Implementation Guide 26

Delivery stage

1. In the Designer Studio Explorer panel, click Data.

2. Click the data type that you want to modify.

3. On the Data model tab, determine the properties to add, remove, or leave unchanged. For moreinformation about data types, see Viewing data type details. Repeat these steps for any other datatypes, as necessary.

Mapping case type or data type classes to a database table

When you run the New Application wizard to create your initial case types and data types, the systemcreates a default class group mapping for each case type and data type. The wizard also createsassociated database tables. The wizard maps the new implementation class to the appropriatedatabase table.

Mapping a class to a physical database table affects data storage and security decisions. For example,if you expect the volume of the case types to be low, consider sharing the table with other case types.

To update the default database table to a user-specified database table, perform the following steps:

1. In the Designer Studio Explorer panel, click Records > SysAdmin > Database Table.

2. Open the class that you want to modify.

3. Review the default database name and the table name that the class points to.

4. To point the chosen database table to your specific class, edit the database name and table name.

5. To confirm your changes, click Save.

6. Click Test connection to check if the configuration succeeded. If the test results display errors,for example, missing properties, review the data and correct them.

7. Update the class to point to the table specified above:

a. In the Designer Studio Explorer panel, click App.

b. Right-click the class name that you referred to in the steps above and select Definition.

c. On the General tab, click Test connection to check if the configuration succeeded.

Perform the steps above for the other case type or data type classes, if needed.

Pega Sales Automation for Financial Services Implementation Guide 27

Delivery stage

Connecting to customer dataBefore you begin your implementation, review and define the requirements for your sales team’sselling model, organizational structure, and prospect and customer data types.

For information and instructions on how to define the sales team requirements for yourimplementation, see the following topics:

• Market segments

• Defining the sales team structure and authorization model

• Defining prospect and customer data requirements

Market segments

Pega Sales Automation for Financial Services supports the following market segments:

l Retail banking

l Small and medium businesses

l Commercial banking

l Wealth management

Note: All market segments in the Pega Sales Automation for Financial Services application use theB2B_B2C selling mode.

For each segment, Pega Sales Automation for Financial Services provides processes and work casesfor each market segment, for example:

l Opportunity cases

l Default operators, roles, and access groups

l Portals

l Composite views

Defining market segments

Pega Sales Automation for Financial Services provides a sample application that you can use to learnthe features for each product segment. The sample application includes financial data and a set of

Pega Sales Automation for Financial Services Implementation Guide 28

Delivery stage

personas for each market segment.

Complete the following steps to select the market segment for your implementation:

1. For each market segment, use the sample personas to log into the portals for that marketsegment.

2. Examine the processes and work cases provided with that market segment.

3. Decide which market segment provides the best fit for your implementation and record yourdecision in the "Market Segment" worksheet in the Implementation Planning Workbook.

Defining the sales team structure and authorization model

The following components define the structure of a sales team in a Sales Automation for FinancialServices implementation:

l An operational structure for an organization

l Sales territories

l Operators (managers, operations staff, and sales staff)

For more information, see Sales team structure and authorization model in Pega SalesAutomation for Financial Services.

Your authorization model is based on the territory structure, operator privileges and permissions,and partner access that you define for your implementation. You define the authorization model in aSales Automation for Financial Services implementation at the same time that you define the salesteam structure.

To define your sales team structure and authorization model perform the following steps:

1. Defining the operational structure of the organization

2. Defining territories

3. Defining operators

4. Defining partners

Defining the operational structure of the organization

Use the "Organization structure" worksheet in the Implementation Planning Workbook to recordyour decisions during this procedure.

Pega Sales Automation for Financial Services Implementation Guide 29

Delivery stage

1. Click Designer Studio > Financial Services > Operational Structure. The exampleorganizational structure is UPlus Financial Services.

2. Review this example to familiarize yourself with the types of entities that appear in theorganizational chart.

3. Determine the organization, division, and unit levels of the hierarchy needed for yourimplementation.

Defining territories

Use territories to organize the sales teams into groups, for example, geographic location. Assignoperators to territories and grant them read, update, and create permissions at the territory level tothe work objects (accounts, contacts, leads, opportunities, organizations, and households) that areused in the Sales Automation for Financial Services application. For more information, see Salesteam structure and authorization model in Pega Sales Automation for Financial Services.

Use the "Territories" worksheet in the Implementation Planning Workbook to record your decisionsduring this procedure.

1. Enter the top-level territory in the Level 1 field.

2. Enter the second-level territories in the Level 2 fields.

3. For each second-level entry, enter its children (third- and fouth-level) territories.

Defining operators

Sales Automation for Financial Services provides a default set of operators that you use as templateswhen you create new operators during the build phase. When you define operators, identify theterritory to which each operator should be mapped. To define operators, see Default operatorsand roles in Pega Sales Automation for Financial Services.

Use the default operators as templates, to plan the initial set of operators that you create for yourimplementation. Record your decisions in the "Operator" worksheet in the ImplementationWorkbook.

1. Record the operator name and ID.

2. Record the role for this operator.

3. Record the access group for this operator.

4. Record the territory for this operator.

Pega Sales Automation for Financial Services Implementation Guide 30

Delivery stage

Defining partners

Use the sales operations operator that has access to the sales ops access group to set up andadminister partner records. You can delegate territory and operator administration to LocalSalesOpsoperators within the partner organizations.

For more information about the Pega Sales Automation for Financial Services default operators androles, see Default operators and roles in Pega Sales Automation for Financial Services.

The sales agents for that partner can then access the application and collaborate with your salesrepresentatives. For more information, see Sales team structure and authorization model inPega Sales Automation for Financial Services.

Record your decisions in the "Partners" worksheet in the Implementation Workbook.

Defining prospect and customer data requirements

Pega Sales Automation for Financial Services has the following types of contacts:

l Pure prospects, who have no business relationship with the client organization. Pega SalesAutomation for Financial Services is the system of record (SOR) for prospect data.

l Customers, who have an existing business relationship with the client organization and who aretargets for new products and services. Pega Foundation for Financial Services is the SOR forcustomer data.

For more information, see Prospect and customer data types in Pega Sales Automation forFinancial Services.

To record your decisions during this procedure, use the "Data import" worksheet in theImplementation Planning Workbook.

1. Identify the types of data that are needed, based on your selling model.

2. Identify the sources of the required data.

Customizing your applicationPega Sales Automation for Financial Services includes a set of core and optional features that you canimplement to support your sales team. Each of these features requires planning for a successfulimplementation.

Pega Sales Automation for Financial Services Implementation Guide 31

Delivery stage

1. Review the components provided with each feature.

2. Determine which features are required for your implementation.

For additional information, see the Pega Sales Automation for Financial Services Product Overviewon the Pega Sales Automation for Financial Services product page.

For information and instructions on how to define the requirements for your implementation, seethe following topics:

• Defining your sales methodology

• Defining product information

• Forecast management requirements

• Defining requirements for activity and task management

• Defining requirements for sales goals management

• Defining reporting requirements

• Portal dashboards

• Implementing the Pega Sales Automation for Financial Services mobile app

• Additional Pega components

• Engagement maps requirements

• Defining organization trend requirements

• Defining Pega Co-Browse requirements

• Defining settings for Pega Pulse

• Defining computer telephony integration (CTI) requirements with Pega Call

• Pega Knowledge integration

• Pega Workforce Intelligence integration

• Defining integration requirements

Pega Sales Automation for Financial Services Implementation Guide 32

Delivery stage

Defining your sales methodology

In Pega Sales Automation for Financial Services, use Pega's case life cycle management tools to modelyour sales methodology and guide sales representatives through each stage of the sales process. Forinformation about case life cycle management, see Defining a life cycle for a case type.

Use the Lead and Opportunity case types in Pega Sales Automation for Financial Services toimplement your organization's sales methodology. The Lead case type does not come with pre-configured stages or steps. If needed, you can add stages and steps for the Lead case type. After youconfigure the Opportunity case type, it is used to guide your sales representatives through every stepof the sales process each time an opportunity is created in the application. For more information, seeSales methodology in Pega Sales Automation for Financial Services.

Defining opportunity cases

You can customize the Opportunity case type by modifying the Pega-provided stages or by addingyour own stages to reflect the processes your sales team follows to move an opportunity through thesales pipeline. You can further customize the steps within each stage that define the tasks or activitiesthat your sales representatives perform within each stage.

Record your decisions in the "Sales methodology" and "Data import" worksheets in theImplementation Planning Workbook .

1. Review the stages and steps provided with the opportunity case for your market segment.

2. Review the sales processes at your client site.

a. Define requirements for managing leads.

b. Define requirements for managing opportunities.

3. Map the lead and opportunity requirements to stages and steps in the Lead and Opportunity casetypes.

4. Determine the type and source of existing lead and opportunity data that you need to import.

Defining product information

Within Pega Sales Automation for Financial Services, you can use either a Product Designer forFinancial Services product catalog or an external product catalog to store the products. During thedefinition phase, determine whether you plan to use a Pega Foundation for Financial Servicesproduct catalog or an external product catalog.

Pega Sales Automation for Financial Services Implementation Guide 33

Delivery stage

The Pega Sales Automation for Financial Services product model needs to be mapped to the productmodel in the Product Designer for Financial Services product catalog. For more information, seeProduct information in Pega Sales Automation for Financial Services.

If you plan to use an external product catalog, determine how you will connect to the externalsystem. To record your decisions, use the "Integration" worksheet in the Implementation PlanningWorkbook. During the build phase, you map the external catalog product structure to the Pega SalesAutomation for Financial Services product structure.

Forecast management requirements

Forecast management provides a summary of your sales pipeline for the year, broken down by fiscalquarter and forecast category. You can use forecast management to review pipeline status for anentire territory or for an individual operator.

The basic features of forecast management are ready for use with Pega Sales Automation forFinancial Services and do not require additional configuration during implementation. However, ifyou want to use the close plan feature with forecast management, you must activate it for yourimplementation. For more information, see Activating application features.

Defining requirements for activity and task management

An activity is any meaningful communication between a sales representative and a contact that isdesigned to drive a sale or develop a professional relationship. Activities have a purpose, anoutcome, and an interaction date, and can have follow-up tasks. Activities are used in both thebusiness-to-business (B2B) and business-to-consumer (B2C) selling models.

To manage activities and tasks in Pega Sales Automation for Financial Services, you must define youractivity data model and import requirements.

To record your decisions during this procedure, use the "Data import" worksheet in theImplementation Planning Workbook.

1. Determine if you need to import existing activity and task data.

2. Determine the type and source of the activity and task data that you need to import.

Defining requirements for sales goals management

Sales goals give sales managers the ability to plan quarterly or monthly goals for salesrepresentatives based on a variety of metrics. Goals, by default, are based on revenue but can be

Pega Sales Automation for Financial Services Implementation Guide 34

Delivery stage

driven by other metrics such as activities, number of opportunities closed, or number of leadscreated. You can track goal achievement by using the Quota Attainment widget on the dashboard.

Sales Ops operators can enter sales goals for sales representatives in the following ways:

l When setting up operator IDs.

l When updating the Sales Goals tab in existing operator records.

You can view sales goals for your operators in the Sales Ops portal.

Sales goals are measured against specific time periods. You can set up the following time periods inthe application:

l Year

l Quarter

l Month

To record your decisions during this procedure, use the "Time periods" and "Dataimport" worksheets in the Implementation Planning Workbook.

1. Determine the start and end date of the fiscal year for your sales organization.

2. Determine the sales goals reporting periods for your sales organization.

3. Determine if you need to import existing sales goals data.

4. Determine the type and source of the existing sales goals data that you need to import.

Defining reporting requirements

Based on your login and portal, Pega Sales Automation for Financial Services provides numerous pre-configured reports to monitor sales activity and to monitor workforce productivity. These standardreports are driven by the case lifecycle and work object infrastructure, as well as rules for goals anddeadlines used in managing leads and opportunities.

Consider your reporting requirements early in the planning process.

To record your decisions during this procedure, use the "Reporting" worksheet in the ImplementationPlanning Workbook.

1. Review the description of each application-provided report, identify the expected volume of data,and determine how often you expect to run each report.

Pega Sales Automation for Financial Services Implementation Guide 35

Delivery stage

2. Identify any required metrics that are not already provided by the application.

For more information about the reporting capabilities in Pega Sales Automation for FinancialServices, see Reporting.

Reviewing existing reports

The application includes numerous reports. Identify the application-provided reports that meet yourbusiness needs.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Reports.

3. Review each of the reports in the Public categories section.

4. Determine which operator roles need the report, what it contains, and when and why it's needed.

Note: Pega Sales Automation for Financial Services includes the standard Pega Sales Automationreports to help you monitor and analyze your sales activity. For descriptions of each report, seePega Sales Automation reports.

Portal dashboards

Pega Sales Automation for Financial Services provides custom portals and configurable dashboardsfor supported operators.

Portals provide a comprehensive workspace while dashboards centralize key information managedin the portal. Access to portals and their corresponding dashboards is determined by the user'saccess group and operator ID.

Determine the appropriate dashboard information to display for each of the following Pega SalesAutomation for Financial Services portals:

l SAFS for Sales Ops

l SAFS for Sales Rep

l SAFS Sales Manager

Defining the dashboard layouts for portals

The application includes configurable, role-based dashboards for each portal. A Sales Ops operatorcan publish default dashboard layouts for Sales Operations, Sales Manager, and Sales Representative

Pega Sales Automation for Financial Services Implementation Guide 36

Delivery stage

operators. Individual operators can modify the default dashboard layouts, as needed.

Identify the default dashboard components that meet your business needs.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Tools and click one of the following options:

l Manager's Dashboard to review options for the SAFS Sales Manager portal.

l Sales rep's Dashboard to review options for the SAFS for Sales Rep portal.

l Sales op's Dashboard to review options for the SAFS for Sales Ops portal.

3. In the upper right corner of the dashboard, click the Personalize the dashboard icon .

a. Review the available templates for the dashboard.

b. In any slot, click Add widget(s) and review the available widgets for the dashboard.

4. Determine which template and widgets to use for the dashboard display.

Implementing the Pega Sales Automation for Financial Servicesmobile app

The Pega Mobile Client is a service that enables the quick building of mobile apps from the PegaPlatform application. You need a license for the Pega Mobile Client.

To implement the Pega Sales Automation for Financial Services mobile app, review the followingitems:

1. Verify that Pega Platform settings are complete.

These settings are configured during the system configuration phase by the Pega Platformadministrator in your organization. If they are not configured, contact the administrator to verifythat your organization has been licensed to use the Pega Mobile Client app building feature. If youdo not have a license, contact your account executive.

2. Determine if the organization needs to customize the mobile app.

For information about the Pega Mobile Client API, see Pega Mobile Client API reference andTutorial: Using the Pega Mobile Client API within a Pega application.

Pega Sales Automation for Financial Services Implementation Guide 37

Delivery stage

If you are planning to build a mobile app, consider configuring your mobile app’s functionalitywith support of device-specific features, such as a barcode scanner.

3. Make sure that you have a certificate set for the Android or iOS mobile platform. A certificate setdefines various settings which identify the Android or iOS application that you are creating.

For information about the certificate set for the Android platform, see Creating an Androidcertificate set.

You need to generate the iOS certificate set in the Apple Developer Portal ahead of time. SeeGenerating mobile certificates for the iOS platform.

4. Determine if the organization wants to brand the mobile app.

You can customize the branding of your mobile app to serve the organization's specificrequirements and needs. You can upload your own images for the splash screen and menu icon tothe Pega Platform during the app customization process. If you do not provide custom assets, adefault Pega Platform branding is applied. For additional information, see Preparing custombranding assets.

For more information, see Building the Pega Care Management for Healthcare mobile app.

Additional Pega components

Your Pega Sales Automation for Financial Services implementation can include additional Pegacomponents that support the following sales features:

l Artificial intelligence insights

l Local campaigns

l Next-best-offer strategies

l Next-best-action strategies

Review the description of each feature to determine whether to configure the feature for use in yourimplementation. To record your decisions, use the "Pega interfaces" worksheet in theImplementation Planning Workbook.

Artificial intelligence insights

Pega Sales Automation for Financial Services artificial intelligence capabilities use predictive analytics,automated decisioning, and configurable business rules to provide insights and recommendations tosales representatives and sales managers throughout the sales cycle.

Pega Sales Automation for Financial Services Implementation Guide 38

Delivery stage

The following predictive tools are available in the application:

l Opportunity insights

For more information, see Pega Sales Automation artificial intelligence-based opportunity insights.

l Lead ranking

For more information, see Pega Sales Automation artificial intelligence-based lead ranking.

l Sales coaching

For more information see, Pega Sales Automation artificial intelligence-based sales coach.

You must activate the artificial intelligence feature in Pega Sales Automation for Financial Servicesand then train the adaptive models for opportunity insights, lead ranking, and sales coaching. Formore information, see Activating and training Pega Sales Automation adaptive models forartificial intelligence.

Local campaigns

Sales representatives and sales managers can use the local campaigns feature to create and sendpersonalized email and SMS campaigns to contacts in the Pega Sales Automation for FinancialServices application. When a contact accepts a campaign offer, a lead is automatically generated inthe application.

Local campaigns are supported for both business-to-business (B2B) and business-to-consumer (B2C) selling models.

To implement local campaigns in Pega Sales Automation, you must first integrate Pega SalesAutomation for Financial Services with Pega Marketing for Financial Services. You can then activatethe feature in Pega Sales Automation.

l For information about integrating Pega Sales Automation for Financial Services with PegaMarketing for Financial Services, see Optional: Configuring your applications for Pega CustomerRelationship Management for Financial Services.

l For information about activating local campaigns in Pega Sales Automation for Financial Services,see Enabling local campaigns and next-best-offer recommendations.

Next-best-offer recommendations

Pega Sales Automation for Financial Services uses Pega Customer Decision Hub to identify the topsales offer across a sales representative's book of business. Adaptive models guide sales

Pega Sales Automation for Financial Services Implementation Guide 39

Delivery stage

representatives and sales managers to the offers that have the highest propensity to close. When aprospect accepts an offer, an opportunity is automatically generated.

To implement next-best-offer recommendations in Pega Sales Automation, you must first integratePega Sales Automation for Financial Services with Pega Marketing for Financial Services. You can thenactivate the feature in Pega Sales Automation for Financial Services.

l For information about integrating Pega Sales Automation for Financial Services with PegaMarketing for Financial Services, see Optional: Configuring your applications for Pega CustomerRelationship Management for Financial Services.

l For information about activating next-best-offer recommendations in Pega Sales Automation forFinancial Services, see Enabling local campaigns and next-best-offer recommendations.

Next-best-action strategies

Pega Sales Automation for Financial Services uses Pega Customer Decision Hub and DecisionManagement capabilities to identify the next best action for every opportunity in the application,rank the top actions, and display the results in the Next best actions widget on the salesrepresentative's dashboard.

Next-best-action strategies use predictors such as digital activity, service activity, products sold, andsales representative activity to determine the next best action for every opportunity.

l For information about the use cases for next-best-action strategies in Pega Sales Automation forFinancial Services, see Pega Sales Automation next-best-action use cases.

l For information about configuring next-best-action strategies for Pega Sales Automation forFinancial Services, see Configuring next-best-action strategies for Pega Sales Automation forFinancial Services and Pega Sales Automation for Financial Services next-best-action technicalimplementation.

Engagement maps requirements

Engagement maps are account and territory planning tools that provide a visual map of your productpenetration levels. Engagement maps can help you to identify territories and accounts where yourproduct penetration level is low.

Before you can view engagement maps, you must set up a product hierarchy in Pega SalesAutomation for Financial Services. For more information, see Defining products and competitors.

Before you can view engagement maps, you must set up a product hierarchy in Pega SalesAutomation for Financial Services. For more information, see Using the Data Import wizard.

Pega Sales Automation for Financial Services Implementation Guide 40

Delivery stage

Note: The optional engagement maps feature is disabled by default and therefore not visible in theuser portals. To use this feature, you must activate it in your application. For more information, seeActivating application features.

Defining organization trend requirements

Organization trends provide visibility into your interactions with customers across multiple channels,including web activity, email traffic, interactions with contacts, and contact growth. You can sourcedata for your trend reports from Pega Sales Automation for Financial Services tables or from externaldatabases or data warehouses. Organization trend data is displayed in the correspondingorganization record in Pega Sales Automation for Financial Services.

If you plan to track organization trends, you must map the application to the source of the trend data.

To record your decisions during this procedure, use the "Organization trends" worksheet in theImplementation Planning Workbook.

1. Determine the source of trend data.

2. Map the customer engagement data class to the table containing the desired data. For moreinformation, see Mapping data for organization trends.

Defining Pega Co-Browse requirements

With Pega Co-Browse, your customers and prospects can collaborate with sales representatives bysharing a web browser session on their PC, tablet, or mobile phone.

To record your decisions during this procedure, use the "Pega Co-Browse" worksheet in theImplementation Planning Workbook.

1. Determine which web pages that you would like Pega Co-Browse to work on.

2. Determine which website fields require masking.

3. Determine whether the Pega Co-Browse window must be customized to match brandingstandards at your site.

4. Define a message that you want to appear before the viewer connects with the presenter.

5. Determine whether to enable remote control. Remote control allows the viewer to take control ofthe presenter's screen.

Pega Sales Automation for Financial Services Implementation Guide 41

Delivery stage

Defining settings for Pega Pulse

Pega Pulse adds social activity stream capabilities to your user interface. With Pega Pulse, applicationusers can collaborate in real time, share comments, files, and URLs with other users, and take actiondirectly from an activity stream.

Pega Pulse offers contextual behavior so that its scope depends upon where you use it in the PegaSales Automation for Financial Services application. You can broadcast to an entire sales team orshare information only with users who have access to a specific lead or opportunity.

Pega Pulse is also fully extendable and configurable.

1. Define which Pega Pulse actions will be available in various contexts, such as the actions availableto a sales representative working on an opportunity.

2. Determine whether you want Pega Pulse to automatically post messages or override the contentson the header section of your activity stream.

3. Determine the default values for privacy and attachments.

For more information about the Pega Pulse feature, see Pega Pulse.

Defining computer telephony integration (CTI) requirements with PegaCall

Pega Call provides robust computer telephony integration (CTI) support for Pega Sales Automation forFinancial Services users, including click-to-dial functionality for outgoing calls and adaptive screenpops for incoming calls.

You must install and configure Pega Call to use CTI functionality in Pega Sales Automation forFinancial Services. For more information, see the Pega Call product page.

After you install and configure Pega Call, you must activate CTI functionality for the application andthen add the PegaCTI:CSR access role to all the access groups for which you are providing CTI access.For more information, see Activating application features and Configuring access groups forcomputer telephony integration (CTI).

Planning the connectivity to your telephony infrastructure

1. Understand which telephony vendor that your site uses.

2. Review the Pega Call CTI Implementation materials to understand the configuration for yourvendor.

Pega Sales Automation for Financial Services Implementation Guide 42

Delivery stage

3. Meet with the technical resources responsible for configuration and maintenance of the ContactCenter Telephony and CTI infrastructure at your site to get an understanding of the currentconfiguration and desired call flows and customer experience.

Ensure that a resource from the telephony team is available to work with the Pega Callimplementation team.

4. Share the information related to the way Pega Call gets connected to the CTI environment with thetelephony expert. The telephony expert is required to configure the CTI environment to allow PegaCall to connect and share the configuration details with the Pega Call implementation team.

For more information on CTI-specific configuration details, see the individual configuration guidesavailable on the Pega Call product page.

Pega Knowledge integration

Pega Knowledge is a standalone application that is integrated with Pega Sales Automation forFinancial Services. Pega Knowledge supports the creation and organization of rich content that can besuggested to sales representatives in the context of the selling activities that they are performing.

Note: Integration with Pega Knowledge is optional. If you plan to use this feature, you must activateit for your implementation. For more information, see Activating application features.

Planning your application to support Pega Knowledge involves the following tasks:

l Identifying the case types that need content. You can add knowledge content to the following casetypes:

Organization

Account

Contact

Opportunity

Lead

l Developing relevant content to support specific case types.

When planning, focus on the content that is necessary to support your sales processes. Write thecontent concisely and limit the number of Pega Knowledge articles so that your sales representativesdo not have a large number of search results.

Pega Sales Automation for Financial Services Implementation Guide 43

Delivery stage

For additional information, see the Pega Knowledge User Guide on the Pega Knowledge productpage.

Pega Workforce Intelligence integration

Pega Workforce Intelligence is a standalone application that is integrated with Pega Sales Automationfor Financial Services. Pega Workforce Intelligence delivers insight into your sales team's dailydesktop usage patterns by collecting, aggregating, and synthesizing application utilization across theorganization. You can use this data to analyze how work gets done across the enterprise—by humansand robots—and optimize application usage across all applications running on the desktop.

Note: Integration with Pega Workforce Intelligence is optional. If you plan to use this feature, youmust activate it for your implementation. For more information, see Activating applicationfeatures.

To configure the Pega Sales Automation for Financial Services integration with Pega WorkforceIntelligence, you need the following information:

l The URL address, access token, and keystore file for the Pega Workforce Intelligence server. This isused to establish the connection between Pega Sales Automation for Financial Services and PegaWorkforce Intelligence.

l The network ID for each Pega Sales Automation for Financial Services sales representative. PegaSales Automation for Financial Services uses this ID to retrieve data from the Pega WorkforceIntelligence server.

l The email address for each Pega Sales Automation for Financial Services sales manager. Pega SalesAutomation for Financial Services uses the sales manager's email address to determine whichsales representatives to include in the data delivered to the sales manager.

For more information about Pega Workforce Intelligence, see the Pega Workforce Intelligenceproduct page.

Defining integration requirements

You can integrate Pega Sales Automation for Financial Services with third party applications to extendthe functionality of the application. Inventory the external applications that exist at your site and planhow to connect to them.

Some common integration points for Pega Sales Automation for Financial Services include interfacesto the following systems:

Pega Sales Automation for Financial Services Implementation Guide 44

Delivery stage

l Microsoft Exchange

l Microsoft Outlook (Pega for Outlook VSTO and Pega for Outlook Office)

l Social media

Twitter

Facebook

LinkedIn

l Customer applications

For information on integrating with customer applications, see Integration services.

To record your decisions during this procedure, use the "Integration" worksheet in theImplementation Planning Workbook.

1. Identify all integration points for your application.

2. Determine whether an interface already exists and how to connect to it.

Defining the security modelSecurity planning involves defining authentication and authorization strategies for your application:

l Authentication

Validates your identity.

l Authorization

Determines the work objects you can access and the application functions you can perform.

For information about defining authentication and authorization strategies for your application, seethe following topics:

• Authentication schemes

• Authorization model

Authentication schemes

The Pega Platform offers the following authentication types:

Pega Sales Automation for Financial Services Implementation Guide 45

Delivery stage

PRBasic

Based on passwords in the Operator ID data instances and the login form. This is defined by theHTML @baseclass.Web-Login rule, which your application can override.

PRSecuredBasic

Similar to PRBasic, but passes credentials using Secure Sockets Layer (SSL) using Basic HTTPauthentication. The login form is defined by the HTML @baseclass.Web-Login-SecuredBasic rule,which your application can override.

PRCustom

Supports access to an external LDAP directory or a custom authentication scheme.

PRExtAssign

Supports external assignments (Directed Web Access).

J2EEContext

Specifies that the application server in which the Pega Platform is deployed uses JAAS toauthenticate users.

Defining your authentication scheme

Your site can use a centralized, automated means of maintaining operator data instead ofmaintaining it manually in your application.

To record your decisions during this procedure, use the "Security Model" worksheet in theImplementation Planning Workbook.

1. Discuss Authentication schemes with your site's security and application server teams.

2. Determine the appropriate authentication type.

For more information on authentication scheme planning, see Authentication in the PegaPlatform.

Authorization model

Your authorization model determines user access privileges and work object permissions for thePega Sales Automation for Financial Services application.

User authorization is based on both the operator ID privileges and Pega Sales Automation forFinancial Services territory permissions.

Pega Sales Automation for Financial Services Implementation Guide 46

Delivery stage

l Access to portals and work objects in the application is determined by operator ID privileges.

l The ability to read, update, and create specific work objects is determined by the territory to whichthe work objects belong.

Defining your authorization scheme

Establish your authorization scheme by defining operator privileges, territory and work objectpermissions, and partner access for your users.

To record your decisions during this procedure, use the "Sales team structure" worksheet in theImplementation Planning Workbook.

1. Determine who the Pega Sales Automation for Financial Services operators are and what roles toassign them.

2. Determine the territory structure and which territory (or territories) to assign to each operator.

3. Determine each operator's access to the work objects in each assigned territory. For moreinformation, see Work object permissions in Pega Sales Automation for Financial Services.

4. Determine the level of access to provide to each partner.

For more information, see Sales team structure and authorization model in Pega SalesAutomation for Financial Services.

Customizing the user experienceWhile Pega Sales Automation for Financial Services is fully functional immediately after installation,you may change portions of the user experience (UX) to meet the needs of the users at your site.

To design the user experience, complete the steps in the following topics:

• Determining which part of the user interface to modify

• Designing portals

• Designing an application skin and styles

• Designing for screen performance

Pega Sales Automation for Financial Services Implementation Guide 47

Delivery stage

Determining which part of the user interface to modify

When you first access your application portal, you see the dashboard, which typically contains anavigation panel on the left. The content of the dashboard is customizable and displays any data thatyou integrate into your application.

Designing portals

Review the content of the portals to ensure that only relevant data is presented.

To record your decisions during this procedure, use the "Portals" worksheet in the ImplementationPlanning Workbook.

1. From the Designer Studio Launch menu, select SAFS for Sales Ops.

2. From the Designer Studio Launch menu, selectNew Business Case Manager.

3. Review each of the portal sections.

4. Repeat this process for the SAFS for Sales Rep and SAFS Sales Manager portals.

5. Repeat this process for theUnderwriter, User Portal, and Account Owner portals.

6. Repeat this process for theUnderwriter and User Portal portals.

7. Repeat this process for the Group Operator and Agent Portal portals

Designing an application skin and styles

Your site very likely has user experience (UX) standards for the appearance of your applications. Yourtask is to determine which styles have to change to adhere to those standards.

To record your decisions during this procedure, use the "Skinning" worksheet in the ImplementationPlanning Workbook.

1. Click Designer Studio > User Interface > Skins, interfaces, & templates.

2. On the Skins tab, double-click the pyEndUser71SAEndUser skin.

3. Click the Component Styles tab.

4. Review each component.

Pega Sales Automation for Financial Services Implementation Guide 48

Delivery stage

Note: As you plan your application styles, consider using mixins to provide incremental stylechanges. For more information, see Using mixins in the skin to drive consistency and efficiency.

Designing for screen performance

You want your application to respond immediately as your end users interact with customers. As youdesign your user interface, complete the following steps:

1. Review transactional service level agreements. For example, the customer details must beavailable in one second or less while a representative is on the phone with the customer.

2. Review service performance, such as how long it takes back end systems to gather the dataneeded to display customer details.

3. Review data requirements to determine which fields contain the information that therepresentatives absolutely need for the task that they need to perform.

4. Determine if any network configuration could cause latency, for example, if there arerepresentatives logged in through a corporate VPN or in a remote location.

Building featuresTo build your application features, complete the steps in the following topics:

• Activating application features

• Connecting to customer data

• Customizing your application

• Modifying the user interface

Activating application featuresYou can use Pega Express to activate several optional features in Pega Sales Automation for FinancialServices. After you activate features in the application, you may need to complete additional set upsteps to configure the features for your implementation.

1. In the Designer Studio Explorer panel, click the Switch to Express mode icon .

2. In the Pega Express Explorer panel, click Settings > Application Settings.

Pega Sales Automation for Financial Services Implementation Guide 49

Delivery stage

1. Click the Features tab.

2. Verify the Selling mode that you specified when you created your application. You can changethe selling mode by clicking one of the available selling mode options.

3. To activate artificial intelligence insights, click the Artificial intelligence insights -opportunity insights, lead ranking, and sales coach check box. For more informationabout artificial intelligence capabilities in Pega Sales Automation for Financial Services, seeArtificial intelligence insights.

4. To activate the engagement maps feature, click the Engagement maps check box. Engagementmaps are account and territory planning tools that provide a visual map of your productpenetration levels. For more information, see Engagement maps requirements.

5. To enable integration with Pega Knowledge, click the Knowledge management check box.Knowledge management lets you access the content creation and sharing functionality of PegaKnowledge in the Pega Sales Automation for Financial Services application. For more information,see Pega Knowledge integration.

6. If your organization works with external agencies, resellers, and sales partners to sell yourproducts, click the Partner relationship management (PRM) check box to activate partnermanagement functionality. For more information, see and Adding partners.

7. To activate the household data type, click Households check box. The household data type is anoptional data type that is available if you are using the business-to-consumer (B2C) selling model.For more information, see Prospect and customer data types.

8. To enable integration with Pega Call, click the Computer telephony integration check box.Pega Call provides robust computer telephony integration (CTI) support for Pega Sales Automationfor Financial Services users, including click-to-dial functionality for outgoing calls and adaptivescreen pops for incoming calls. For more information, see Defining computer telephonyintegration (CTI) requirements with Pega Call.

9. If you are using the forecast management feature, click the Close plans check box to enablequalitative forecasting. For more information, see Forecast management requirements.

10. To enable integration with Pega Workforce Intelligence, click theWorkforce intelligence checkbox. You can then configure a connection between Pega Sales Automation for Financial Servicesand the Pega Workforce Intelligence server to display real-time user data on the WorkforceIntelligence dashboard. For more information, see Pega Workforce Intelligence integration.

Pega Sales Automation for Financial Services Implementation Guide 50

Delivery stage

11. To activate geolocation services using Google Maps, click the Google Maps & address geo-coding - separate license required from Google check box and then enter your GoogleMaps API key in the Google key field. For more information, see Using the Address Map control.

12. Click Save.

Connecting to customer dataYou start building your application by setting up the sales team, configuring organizational data, andimporting prospect and customer data.

Note: Whether you import data or enter it manually, the order in which you enter data in theapplication is important. Setting up your sales team and configuring organizational data, such asproduct hierarchies and competitor information, before importing or creating leads andopportunities ensures that the appropriate data components are automatically associated with thework objects in your application.

For information and instructions on how to build your sales team and import prospect and customerdata, see the following topics:

• Using the Data Import wizard

• Building your sales team structure and authorization model

• Importing prospect and customer data

Using the Data Import wizard

If you plan to use the Data Import wizard to import data to your implementation layer, import thedata sequentially in the following order:

1. Territory

2. Partner

3. Operator

4. Time Period

5. Sales goal

6. Organization

Pega Sales Automation for Financial Services Implementation Guide 51

Delivery stage

7. Account

8. Contact

9. Household

10. Lead (Individual)

11. Lead (Business)

12. Competitor

13. Opportunity (Individual)

14. Opportunities (Business)

15. Task

16. Customer activity

17. Pega Pulse

For more information, see Using the Pega Sales Automation Data Import wizard.

Building your sales team structure and authorization model

Use the information collected during the define stage to build your sales team: the operationalstructure, sales territories, operators, and partners. The authentication model is based on theterritory structure, operator privileges and permissions, and partner access that you defined for yourimplementation. As a result, you implement authorization as you set up your sales team.

Complete the following steps to build your sales team for a Pega Sales Automation for FinancialServices implementation. Refer to your worksheets in the Implementation Planning Workbook.

For information on importing existing sales team data, see Using the Pega Sales Automation DataImport wizard.

To add sales team data manually, follow the steps in these topics:

• Building your operational structure

• Adding territories

• Adding operators

Pega Sales Automation for Financial Services Implementation Guide 52

Delivery stage

• Adding partners

Building your operational structure

Complete the following steps to build the operational structure for your organization. Refer to yourcompleted "Organization structure" worksheet in the Implementation Planning Workbook.

1. Click Designer Studio > Financial Services > Operational Structure.

2. On the Taxonomy tab, click New.

3. In theName field, enter a name for the organization. The ID field is automatically populated witha 6-character ID.

4. In the Top level class field, enter the class name, for example, Data-.

5. Modify the Calendar and Currency fields if necessary.

6. Click Submit. A new financial Institution is created with an operational structure containing threedefault organizational levels.

7. To add a new taxonomy level, in your new taxonomy, click Specialize and select the financialbusiness segment.

8. Click Submit.

9. To assign a new operational level to the business line, in your new taxonomy, click Add.

10. Enter a name for the new level and select the level type.

11. Click Submit.

Repeat these steps as necessary to build the operational structure of your organization.

Adding territories

Territories establish the structure for managing your sales team, implementing your security model,and tracking the work objects in the application.

l A Global Sales Ops operator can view and edit the entire territory tree structure.

l A Local Sales Ops operator can view and edit their primary territory and any children under thatterritory.

Pega Sales Automation for Financial Services Implementation Guide 53

Delivery stage

Use the Sales Ops portal to add territories and set up a territory structure for your sales team andeach partner.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Territories.

3. Click Create Territory.

4. On the Business Territory Details form, complete the required fields and enter optionalinformation as needed for your implementation.

5. Click Update next to Organizational unit. Navigate to the organizational unit to align with thisterritory and click Update again. Click Submit.

When you create a territory in Pega Sales Automation for Financial Services, map it to a specificorganizational unit within the organization's taxonomy to associate that territory with a specificproduct line.

6. Optional: Select the Reserved for partner? option if you are setting up a territory for one ofyour partners.

7. Click Submit.

8. Repeat steps 3 through 7 for each territory in your sales team's organizational structure.

Adding operators

Use the Sales Ops portal to create operator IDs for Pega Sales Automation for Financial Services usersand assign them to a Sales Operations, Sales Manager, or Sales Representative role.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Operators.

3. Click Add Operator.

4. On theOperator Details form, complete the required fields and enter optional information asneeded for your implementation.

5. Optional: Enter a value in the Partner field if you are setting up an operator for a partner.

6. Click Password to enter a password for the operator and then click Submit.

7. Click Next.

Pega Sales Automation for Financial Services Implementation Guide 54

Delivery stage

8. On theOperator Access form, accept or clear theUse default operator access? option.

l If you accept this option, select anOperator Type and a Default Territory. The newoperator derives access and permission rights from the default territory.

l If you clear this option, select anOperator Type and a Primary Territory. You can thendefine the new operator's access and permission rights for the primary territory. You can alsoassign the operator to additional territories and define access and permission rights for eachadditional territory assigned.

A Sales Operations operator can modify permissions after the operator is created.

9. Optional: On the Sales Goals form, enter sales goals for the operator.

If you enter sales goals, then real-time dashboards and charts provide visibility into salesperformance. You can add goals during operator creation, or a Sales Operations operator can addgoals after the operator is created.

10. Click Finish.

Adding partners

Use the Sales Ops portal to set up partner records and grant your partner access to the Pega SalesAutomation for Financial Services application.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Partners.

3. Click Create Partner.

4. On the Partner form, complete the required fields and enter optional information as needed foryour implementation.

5. Optional: Select theOperator Access Required? option to give the partner access to theapplication and assign the partner to a territory.

6. Click OK.

Importing prospect and customer data

Populate your new implementation with existing prospect and customer data by using the DataImport wizard. The types of prospect and customer data that you import depend on the marketsegment that you select for your implementation.

Pega Sales Automation for Financial Services Implementation Guide 55

Delivery stage

l If you select the Small/Medium Business or Commercial Banking market segment, import thefollowing data types:

Organizations

Sales accounts (primarily used for Commercial Banking)

Contacts

l If you select the Retail Banking or Wealth Management market segment, import contacts.

For more information, see Using the Data import wizard.

Customizing your applicationPega Sales Automation for Financial Services includes a set of core and optional features that you canimplement to support your sales team.

For information and instructions on how to implement the features required for yourimplementation, see the following topics:

• Implementing the sales methodology

• Modifying an opportunity case type

• Setting up products

• Setting up competitors

• Setting up time periods for sales goals management

• Reports

• Customizing dashboards

• Building the Pega Sales Automation for Financial Services mobile app

• Enabling local campaigns and next-best-offer recommendations

• Activating the engagement maps feature

• Mapping data for organization trends

• Configuring Pega Co-Browse

• Configuring Pega Pulse

Pega Sales Automation for Financial Services Implementation Guide 56

Delivery stage

• Configuring computer telephony integration using Pega Call

• Adding Pega Knowledge records

• Configuring Pega Workforce Intelligence

• Pega Sales Automation for Financial Services integration with Microsoft Exchange

• Configuring Pega Sales Automation for Financial Services to Microsoft Exchange calendarintegration

• Configuring Microsoft Exchange to Pega Sales Automation for Financial Services calendarintegration

• Configuring Pega for Outlook VSTO and Pega for Outlook Office

• Configuring listener accounts for emails and appointments

• Configuring Twitter integration

• Configuring Facebook integration

• Configuring LinkedIn integration

Implementing the sales methodology

Use the lead and opportunity case types in Pega Sales Automation for Financial Services toimplement your organization's sales methodology.

The lead case type does not come with pre-configured stages or steps. If needed, you can add stagesand steps for the lead case type.

The opportunity case type comes with the following pre-configured set of stages:

l Qualification

l Analysis

l Proposal

l Decision

l Negotiation

l Closed

Pega Sales Automation for Financial Services Implementation Guide 57

Delivery stage

You can modify the opportunity case type stages provided and add new stages, as needed. You canthen add the steps required for each stage to implement your sales methodology in the application.For more information, seeModifying an opportunity case type.

After you configure the opportunity case type, it is used to guide your sales representatives throughevery step of the sales process for each opportunity you create in the application.

Modifying an opportunity case type

Modify an Opportunity case type to reflect the stages and steps in your sales methodology. To add astage to an Opportunity case type for a particular market segment, perform the following:

l For Small/Medium Business, modify the PegaSAFS-Work-Opportunity case type rule.

l For Commercial Banking, modify the PegaSAFS-Work-SAFS-Opportunity-Commercial case typerule.

l For Retail Banking, modify the PegaSAFS-Work-Opportunity-Ind case type rule.

l For Wealth Management, modify the PegaSAFS-Work-SAFS-Opportunity-Ind-Wealth case type rule.

When you create stages and steps for an Opportunity or an Individual Opportunity case type, ensurethat all stages are primary stages and all steps are optional processes.

Complete the following steps to add stages and steps to an Opportunity (business) or IndividualOpportunity case type:

• Adding stages to an opportunity case type

• Specifying a field value for a new opportunity stage

• Specifying a data transform target for a new opportunity stage

• Adding steps to an opportunity stage

• Configuring automatically launched processes

Adding stages to an opportunity case type

A stage represents a unique phase in your sales methodology, for example, the qualification orproposal phase.

Pega Sales Automation for Financial Services Implementation Guide 58

Delivery stage

1. In the Designer Studio Explorer panel, click Cases.

2. Right-click one of the following case types and click Open:

l B2B Sales Opportunity

l B2C Sales Opportunity

3. Click the Stages tab.

4. In the Primary Stages section, complete one of the following steps:

l To insert a stage after the last stage in the list, click add primary stage.

l To insert a stage after an existing stage in the list, click the existing stage name and click addprimary stage.

The order of the stages in the Primary Stages section determines the order in which the stagesdisplay in the application. You can drag and drop stages in the Primary Stages section to changetheir order.

5. Click Save as.

Specifying a field value for a new opportunity stage

Specify the field value for a new opportunity stage to support the localization of the stage name inportal displays, reports, and user forms.

1. In the Designer Studio Explorer panel, click Records.

2. Expand Data Model and click Field Value.

3. Click Create.

4. Complete the fields on the Create Field Value form:

l In the Label field, enter the stage name.

l In the Field Name field, enter OpportunityStage.

l In the Apply to field, enter the implementation class.

5. Click Create and Open.

Pega Sales Automation for Financial Services Implementation Guide 59

Delivery stage

6. Verify that the To field displays the name of the stage as it should appear in the user interface.

7. Click Save.

Specifying a data transform target for a new opportunity stage

Specify the data transform target for a new opportunity stage to tell the application what action toperform when the new stage is completed.

1. In Designer Studio, search for crmstages and select the PegaCRM-Work-SAFS-Opportunity.crmStages data transform rule.

2. In the Source column, position the new stage.

3. Set the Target for the Apply Data Transform activity to crmAddStageToList.

4. Click Save as.

Adding steps to an opportunity stage

A step is a unit of work in a stage, for example, the development or delivery of a proposal in theproposal stage.

1. In the Designer Studio Explorer panel, click Cases.

2. Right-click one of the following case types and click Open:

l B2B Sales Opportunity

l B2C Sales Opportunity

3. Click the Stages tab.

4. In the Primary Stages section, click the stage for which you are adding a step.

5. In theOptional Processes section, click Add process and enter the name of the process youwant to launch when the step is selected.

You can select an existing process flow or create a new one. If you create a new process flow, youmust save it before you save the case type rule.

6. Click Save as.

Pega Sales Automation for Financial Services Implementation Guide 60

Delivery stage

Configuring automatically launched processes

To automatically advance the opportunity case type from one stage to another or to launch processesautomatically, use the Pega Platform configuration settings on the Stages tab of the opportunitycase type rule form to add Automatically launched processes. You must replace thecrmDisplayStages section with the Pega-provided pxDisplayStages section in the pyWorkSummarysections.

1. In the Designer Studio Explorer panel, click Cases.

2. Right-click the Opportunity or Opportunity Individual case and click Open:

3. On the Stages tab, configure automatically launched processes.

4. Click Save as.

Setting up products

Products are the goods and services that you sell to your customers. A Sales Ops operator sets upand manages your products in the Pega Sales Automation for Financial Services application.

You can set up your products by importing existing product data, or by entering the product datamanually.

Review the following sections:

l Configuring an external product data source

l Populating contact and organization data

l Product Designer for Financial Servicesworkflow

For information on importing existing product data, see Using the Pega Sales Automation DataImport wizard.

To set up products manually, complete the following steps:

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Tools.

3. Click Products.

4. Click the Add new icon .

5. Complete the fields on the Create-Edit Product Details form.

Pega Sales Automation for Financial Services Implementation Guide 61

Delivery stage

6. Click OK.

7. Repeat steps 4 through 6 for each level of your product hierarchy.

Configuring an external product data source

If your products are maintained in an external system of record, you must update thecrmAppExtModel data transform and the D_InterfaceProductListFromExternal data page for yourimplementation.

1. In the Designer Studio Designer Studio header search text field, search for and select thecrmAppExtModel data transform.

2. Locate the .IsProductSORExternal Target and enter true in the Source field for the target.

3. Click Save.

4. In the Designer Studio header search text field, search for and select the D_InterfaceProductListFromExternal data page.

5. In the Data sources section, configure the external system of record for your products asdescribed in Data page rules - Using the Definition tab.

Review the following data transforms to see a sample interface data model:

l crmBuildSampleInterfaceData

l ConstructSampleProductInstance

6. Click Save.

Populating contact and organization data

Use the data models and pre-built connectors to connect your system of record (SOR) for customerand organization data to Pega Sales Automation for Financial Services. Load a core set of customerdata from your SOR to Pega Sales Automation for Financial Services through Pega Foundation forFinancial Services, and then establish a connection from Pega Sales Automation for Financial Servicesto the secondary customer data (for example, account information) through the data pages of thePega Foundation for Financial Services.

Complete the following steps to populate a Pega Sales Automation for Financial Servicesimplementation with contact and organization data:

Pega Sales Automation for Financial Services Implementation Guide 62

Delivery stage

1. Populating customer and organization data

2. Synchronizing customer and organization data

Populating customer and organization data

A cross reference table is required to match the keys of a contact or an organization entity frommultiple system of records to a master contact or organization entity key.

The Pega Foundation for Financial Services serves as the template for the system of record ofcustomer data, and Pega Sales Automation for Financial Services is the system of record for prospectdata.

The Contact relationship table has CRMEntityId column as the master record key, because PegaSales Automation for Financial Services is the master system of record and the ExternalSystemcolumn. The following table shows the Contact relationship table structure and sample recordpattern:

CRMEntityID ExternalID ExternalSystemPEGASAFS-WORK-CONTACT CON-20781

7777777777 Pega Foundation for Financial Services

CRMEntityID ExternalID ExternalSystemPEGASAFS-WORK-ORG ORG-123 9912348966 Pega Foundation for Financial Services

Complete the following steps to populate Pega Sales Automation for Financial Services with customerand organization data:

1. Upload the core customer data and organization data to your application with the Data Importwizard. For more information, see Using the Data Import wizard.

2. Connect to the secondary customer data, such as, financial account holdings through the PegaFoundation for Financial Services application. Use your database management software topopulate cross-reference tables that match the keys of contacts in Pega Sales Automation forFinancial Services with the contact keys from Pega Foundation for Financial Services. Four crossreference tables are available in the product - one for contact, one for Organizational unit, one forhouseholds, and one for relationships.

3. Map the following tables:

l PegaSAFS-Data-EntityxRef-Contact to safs_data_contact_xref table

l PegaSAFS-Data-EntityxRef-Org to safs_data_org_xref table

Pega Sales Automation for Financial Services Implementation Guide 63

Delivery stage

l PegaSAFS-Data-EntityxRef-Household to safs_data_household_xref table

l PegaSAFS-Data-EntityxRef-Relationship to safs_data_relationship_xref table

All the above rules, classes, properties, and data pages are available in the PegaCRMBase application.

Synchronizing customer and organization data

After establishing the connection from your SOR (through Financial Services Industry Foundation) toPega Sales Automation for Financial Services, implement a methodology for synchronizing customerand organization data between the two systems. Choose one of the following options:

l Implement a batch process that synchronizes the customer data on a periodic basis, as describedin Populating customer and organization data.

l Use the Pega Pega Sales Automation for Financial Services API to synchronize customer data inreal time.

Product Designer for Financial Services workflow

Before starting the procedure, make sure that you have defined the operational structure for yourorganization. For more information, see Building the operational structure.

To build your product information using the Product Designer for Financial Services workflow,perform the following steps:

1. Create products and bundles in the product catalog with the Product Studio tool. For moreinformation, see the Product Designer for Financial Services Implementation Guide on the PegaFoundation for Financial Services product page.

2. Indicate which products are available for sale in which territories by editing the inclusion andexclusion tables in the Pega Foundation for Financial Services application. For more information,see the Product Designer for Financial Services Implementation Guide on the Pega Foundation forFinancial Services product page.

3. Map the Product Designer for Financial Services product structure to the Pega Sales Automationfor Financial Services product structure using the OpenMapForSAFSProductStructure datatransform. This mapping populates the product data in the D_ProductsForSAFS and D_InterfaceProductListFromExternal data pages.

4. Optional: Create additional product information in the Product Designer for Financial Servicesapplication.

Pega Sales Automation for Financial Services Implementation Guide 64

Delivery stage

Setting up competitors

Competitors are other organizations that are selling products similar to yours. A Sales Ops operatorsets up and manages your competitors in the Pega Sales Automation for Financial Servicesapplication.

You can set up your competitors by importing existing competitor data, or by entering the competitordata manually.

For information on importing existing competitor data, see Using the Pega Sales AutomationData Import wizard.

To set up competitors manually, complete the following steps:

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Tools.

3. Click Competitors.

4. Click the Add new icon .

5. Complete the fields on the Competitor Details form.

6. Click OK.

Setting up time periods for sales goals management

Time periods are required if you plan to create and monitor sales goals. Pega Sales Automation forFinancial Services uses the time periods you set up to track progress toward meeting sales goals.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Tools.

3. Click Time periods.

4. Click the Add new icon .

5. Complete the fields on the Time Period form.

Create the fiscal year time period first and then create the quarters as children to the fiscal year. Ifyou measure by month, you can add months as children to each quarter.

6. Click OK.

Pega Sales Automation for Financial Services Implementation Guide 65

Delivery stage

Reports

In addition to the library of Pega Platform reports, Pega Sales Automation for Financial Servicesprovides several pre-configured reports that are customized for the various work objects, cases, andbusiness processes used in the application. These reports provide you with real-time insights intoyour sales activities so that you can respond with the agility that is needed to manage the salespipeline and meet your sales goals.

To create other reports, see Reporting.

Customizing dashboards

A Sales Ops operator can publish default dashboard layouts for Sales Operations, Sales Manager, andSales Representative operators. Individual operators can modify the default dashboard layouts, asneeded.

1. In Designer Studio, click Launch > SAFS for Sales Ops.

2. In the navigation pane, click Tools and click one of the following options:

l Manager's Dashboard to review options for the SAFS Sales Manager portal.

l Sales rep's Dashboard to review options for the SAFS for Sales Rep portal.

l Sales op's Dashboard to review options for the SAFS for Sales Ops portal.

3. In the upper right corner of the dashboard, click the Gear icon .

4. Click Switch template and select a template for the dashboard.

5. Click Add widget(s) in any slot in the template.

6. Select the widgets that you want to display on the dashboard.

7. Click Add selected.

8. Drag and drop widgets from one slot to another to change their position on the dashboard.

9. Click Publish.

10. Repeat steps 3 through 9 for the remaining dashboards.

For more information about customizing dashboards, see Pega Sales Automation dashboardcustomization.

Pega Sales Automation for Financial Services Implementation Guide 66

Delivery stage

Building the Pega Sales Automation for Financial Services mobile app

After you determine the organization's needs in the Implementing Pega Sales Automation forFinancial Services the mobile app section, you can build your mobile app.

1. Configure and upload certificates.

2. Optional: Prepare your assets for branding the mobile app. See Uploading branding assets.

3. Optional: Upload custom modules. See Pega Mobile Client API reference and Using the PegaMobile Client API within a Pega application.

4. If you do not use Pega Sales Automation for Financial Services as shipped, and you extend theapplication, ensure that the cases and work objects are available and enabled for mobile.

5. Build your mobile app:

l For the Android platform, see Building an Android app.

l For the iOS platform, see Building an iOS app.

Setting up optical character recognition (OCR) scanning

With the Pega Sales Automation for Financial Services mobile app you can scan a business card tocreate a contact in the application.

After you set up the OCR integration, you can click Scan card on a contact form in the app to useyour mobile device's camera to take a picture of a business card. The app receives the business cardimage and sends 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 for Financial Servicesto create a new contact record.

Follow these steps to set up the OCR integration for your implementation:

1. In Designer Studio, complete one of the following steps:

a. Identify an existing ruleset and ruleset version for the OCR integration.

b. Create a ruleset and ruleset version for the OCR integration and then add the ruleset andruleset version to the application stack.

For information about creating and saving rulesets, see Ruleset Versions and Rulesets -Completing the Create and Save As forms.

Pega Sales Automation for Financial Services Implementation Guide 67

Delivery stage

2. Create a data model in the selected ruleset that reflects the data package result from the third-party software used in the PegaCRM-Int-BusinessCard- class:

l If the third-party software uses an XML object, create a data structure to hold the XMLstructure.

l If the third-party software uses a JSON object, create a data structure to hold the JSON object.

For more information about creating data models, see Adding fields to your data model.

3. Save the following extension point rules to the OCR ruleset:

l The GetCardData activity, which parses the business card data for the OCR vendor.

l TheMapBusinessCardDetails data transform, which maps the data received from theOCR vendor to the contact in Pega Sales Automation for Financial Services.

4. Open the ScanBusinessCard activity and save it to the OCR ruleset:

a. Click the Pages & Classes tab.

b. In the Class field for BusinessCardParsedData, enter the newly created class name.

c. Click Save as.

Distributing the Pega Sales Automation for Financial Services mobile app

After you build the mobile app, you can distribute it. See Distributing mobile apps.

Enabling local campaigns and next-best-offer recommendations

To implement local campaigns and next-best-offer recommendations in Pega Sales Automation forFinancial Services, you must first integrate Pega Sales Automation for Financial Services with PegaMarketing for Financial Services. You can then activate the features in Pega Sales Automation forFinancial Services.

1. In the Designer Studio Explorer panel, click the Switch to Express mode icon.

2. In the Pega Express Explorer panel, click Settings > Application Settings.

3. Click the Pega Marketing tab.

4. To activate local campaigns, click the Local campaigns check box.

5. To activate next best offers, click theNext best offers check box.

Pega Sales Automation for Financial Services Implementation Guide 68

Delivery stage

6. In theMarketing URL field, enter the URL for your Pega Marketing implementation, forexample, http://NN.NN.N.NNN:8080/prweb/PRSOAPServlet.

7. In the Customer lifetime value (CLV) fields, enter the maximum, average, and minimum CLVvalues for your organization.

Customer lifetime value (CLV) is a prediction of the net profit that is generated as a result of anorganization's entire future relationship with a customer. Pega Marketing uses CLV values toidentify customers with the potential to grow, which allows you to more effectively target yourmarketing efforts. Customer lifetime value is applicable to both business-to-business (B2B) andbusiness-to-consumer (B2C) customers.

8. Click Save.

Activating the engagement maps feature

Engagement maps are account and territory planning tools that provide a visual map of your productpenetration levels. The engagement maps feature is optional and you must activate it for yourimplementation if you plan to use it.

1. In the Designer Studio header search text field, search for and select the PegaCRM-SFAEnableEngagementMaps dynamic system setting.

2. On the Settings tab, enter true in the Value field.

3. Click Save.

In addition to activating the engagement maps feature, you must set up a product hierarchy. Formore information, see Setting up products.

In addition to activating the engagement maps feature, you must set up a product hierarchy. Formore information, see Using the Pega Sales Automation Data Import wizard.

Mapping data for organization trends

Organization trends provide visibility into your interactions with customers across multiple channels,including web activity, email traffic, and interactions with contacts.

You can source data for your trend reports from Pega Sales Automation for Financial Services tablesor from external databases or data warehouses.

You must map the customer engagement data class in the application to the table containing thedesired data.

Pega Sales Automation for Financial Services Implementation Guide 69

Delivery stage

1. In the Designer Studio header search text field, search for and select the PegaCRM-Int-CED-Aggregated data class.

2. Map to the desired database table:

l For an external table, map to the external database or data warehouse table.

l For an internal table, map to the Pega Sales Automation CED_SAMPLE_DATA sample table.

3. Click Save.

For more information about completing the fields on the PegaCRM-Int-CED-Aggregated data classform, see Database class mappings tab.

Configuring Pega Co-Browse

With Pega Co-Browse, your customers and prospects can collaborate with sales representatives bysharing a web browser session on their PC, tablet, or mobile phone.

You can activate co-browse functionality for your implementation by logging in to the Pega Co-Browse website (authorization required). The JavaScript on the site's Install tab must be included inyour website to allow co-browsing. For more information about how to activate co-browsefunctionality, see the Pega Co-Browse Implementation Guide.

You must include the following rules in your implementation application to use Pega Co-Browse:

Rule name Description

crmSessionCode This property is used to store the URL for websites that have been enabled for co-browse.The user can be sent to different parts of the website, based on need.

crmWorkMenu This navigation rule is used to allow the user to enter the session code or to initiate a newco-browse session.

crmCoBrowseSessionCode This flow captures the session code and displays the co-browse screens. It also creates anactivity on completion to track the session.

crmCoBrowseEmailLink This flow captures the customer email and the destination URL for the co-browse enabledwebsite. It also creates an activity on completion to track the session.

crmCoBrowseEmailLink This rule captures the customers email and the destination URL.

crmCoBrowseEmail This rule contains the body of the email being sent to the customer.

crmCoBrowseSessionCode This rule captures the session code from the customer.

crmCoBrowseAttributes This rule sets up values for creating an activity on the conclusion of the co-browse session.

crmCoBrowsePost For an Email Link co-browse session, this rule initiates the crmCoBrowseTypeSetValues datatransform.

Pega Sales Automation for Financial Services Implementation Guide 70

Delivery stage

For an Enter Session co-browse session, this rule builds the destination URL.

crmCoBrowseTypeSetValues This rule sets up the Email and Session code for the Email Link session type and clears allvalues for Enter Session Code sessions.

crmStartCoBrowse This control holds the code to display the co-browse session.

For information about how to configure the rules required for Pega Co-Browse integration, seeAbout ruleset rules.

Configuring Pega Pulse

Pega Pulse adds social activity stream capabilities to your user interface. With Pega Pulse, applicationusers can collaborate in real time, share comments, files, and URLs with other users, and take actiondirectly from an activity stream.

For information about configuring Pega Pulse for your implementation, see Configure andcustomize Pega Pulse.

Configuring computer telephony integration using Pega Call

To configure computer telephony integration (CTI) for Pega Sales Automation for Financial Services,you must enable the CTI functionality in the application and then add the PegaCTI:CSR access role toall the access groups for which you are providing CTI access.

Note: You must install and configure Pega Call to use CTI functionality in Pega Sales Automation forFinancial Services. For more information, see the Pega Call product page.

To configure your Pega Sales Automation for Financial Services implementation for CTI, complete thefollowing steps:

• Configuring access groups for computer telephony integration (CTI)

Configuring access groups for computer telephony integration (CTI)

To configure computer telephony integration (CTI) for Pega Sales Automation for Financial Services,you must add the PegaCTI:CSR access role to all the access groups for which you are providingCTI access.

1. Click Designer Studio > Org & Security > Groups and Roles > Access Groups.

2. Select an access group.

3. On the Definition tab, in the Available roles section, click Add role and enter PegaCTI:CSR.

Pega Sales Automation for Financial Services Implementation Guide 71

Delivery stage

4. Click Save.

5. Repeat steps 1 through 4 for each access group for which you are providing CTI access.

Adding Pega Knowledge records

You can add knowledge records to support the display of Pega Knowledge content to assist yoursales representatives at any stage of the sales process. Pega Sales Automation for Financial Servicesincludes a set of relevant knowledge records that the application automatically recognize when youassociate knowledge articles with existing case types.

To add a knowledge relevant record, complete the following steps:

1. In Designer Studio, click Designer Studio > Sales Automation > Inventory > KnowledgeRelevant records.

2. In the Class type field, select the case type to which you want to add a knowledge record.

3. Click Add records.

4. In the Add KM Relevant Records dialog box, enter the Property name and Source class forthe knowledge record. The following property modes are supported:

l STRING

l PAGE

l PAGE-LIST

l PAGE-GROUP

5. Click Submit.

Configuring Pega Workforce Intelligence

Pega Workforce Intelligence is a standalone application that is integrated with Pega Sales Automationfor Financial Services.

To enable the Pega Workforce Intelligence integration with Pega Sales Automation for FinancialServices, complete the following steps:

• Configuring settings for Pega Workforce Intelligence

• Configuring authorization for Pega Workforce Intelligence

Pega Sales Automation for Financial Services Implementation Guide 72

Delivery stage

• Updating the access group for the agent schedule

• Configuring Pega Sales Automation for Financial Services operators for Pega WorkforceIntelligence

Configuring settings for Pega Workforce Intelligence

To set up your Pega Workforce Intelligence integration, you must enable the integration and thenconfigure Pega Sales Automation for Financial Services to connect to your Pega WorkforceIntelligence URL.

1. In the Designer Studio header search text field, search for and select the EnableWFI dynamicsystem setting.

2. In the Value field, enter true.

3. Click Save.

4. In the Designer Studio header search text field, search for and select the ConnectWFI URL dynamicsystem setting.

5. In the Value field, enter your Pega Workforce Intelligence system URL.

6. Click Save.

7. In the Designer Studio header search text field, search for and select the D_WFIConfig data page.

8. Click Actions > Run.

Configuring authorization for Pega Workforce Intelligence

To set up your Pega Workforce Intelligence integration, you must configure authorization protocolsfor Pega Sales Automation for Financial Services.

1. In the Designer Studio header search text field, search for and select the SAWFIAccessTokenauthentication profile.

2. In the Client information section, enter the Identifier and Secret received from the PegaWorkforce Intelligence server.

3. In the Designer Studio header search text field, search for and select the SAWFI_OAuth OAuth 2.0provider.

Pega Sales Automation for Financial Services Implementation Guide 73

Delivery stage

4. Enter the Access token endpoint URL for your Pega Workforce Intelligence authenticationprofile.

5. In the Designer Studio header search text field, search for and select the SAWFIAPI keystore.

6. Click Upload File and click Choose File to browse for and select your Pega WorkforceIntelligence keystore file.

7. Click Save.

Updating the access group for the agent schedule

To set up your Pega Workforce intelligence integration, you must update the PegaSA-WFI agentschedule to use the access group of your implementation layer application administrator.

1. In the Records explorer, click Sysadmin > Agent Schedule.

2. Search for and select the PegaSA-WFI agent schedule.

3. Click the Security tab.

4. In the Access group field, enter the access group for your implementation layer applicationadministrator, for example, SAPlus:SysAdmin.

5. Click Save.

Configuring Pega Sales Automation for Financial Services operators for PegaWorkforce Intelligence

To set up your Pega Workforce intelligence integration, you must add Pega Sales Automation forFinancial Services operators as users in Pega Workforce Intelligence. You can then add PegaWorkforce Intelligence network IDs to your operator profiles in Pega Sales Automation for FinancialServices. This allows the application to associate events and data with the correct operators.

For information about adding users in Pega Workforce Intelligence, see the Pega WorkforceIntelligence Administration Guide on the Pega Workforce Intelligence product page.

After you add operators as users in Pega Workforce Intelligence, complete the following steps:

1. Log in to Pega Sales Automation for Financial Services as a Sales Ops operator.

2. Click Launch > SA for Sales Ops.

3. In the navigation pane, click Operators.

Pega Sales Automation for Financial Services Implementation Guide 74

Delivery stage

4. Click the operator record you want to update.

5. Click Actions > Update Operator Profile.

l In theWFI Network ID field, enter the network ID from the user record in Pega WorkforceIntelligence.

l In the Email field, verify that the email address matches the email address that you entered forthe user in Pega Workforce Intelligence.

6. Click Submit.

Pega Sales Automation for Financial Services integration withMicrosoft Exchange

Pega Sales Automation for Financial Services provides bi-directional calendar synchronization withMicrosoft Exchange.

l To synchronize your Pega Sales Automation for Financial Services calendar to your MicrosoftExchange calendar, see Configuring Pega Sales Automation for Financial Services to MicrosoftExchange calendar integration.

l To synchronize your Microsoft Exchange calendar to your Pega Sales Automation for FinancialServices calendar, see Configuring Microsoft Exchange to Pega Sales Automation for FinancialServices calendar integration.

Note: You must complete the steps required for configuring the Pega Sales Automation for FinancialServices to Microsoft Exchange calendar integration before you can configure the MicrosoftExchange to Pega Sales Automation for Financial Services calendar integration.

Configuring Pega Sales Automation for Financial Services to MicrosoftExchange calendar integration

Pega Sales Automation for Financial Services to Microsoft Exchange calendar integration is abackground process that synchronizes your Pega Sales Automation for Financial Services to yourMicrosoft Exchange calendar.

With this integration, you can create, update, and cancel appointments in the Pega Sales Automationfor Financial Services application and synchronize them in real time to your Microsoft Exchangeserver.

Pega Sales Automation for Financial Services Implementation Guide 75

Delivery stage

To configure your Pega Sales Automation for Financial Services to Microsoft Exchange calendarintegration, complete the following steps:

• Creating an impersonation account for Microsoft Exchange integration

• Generating a keystore file with SSL certificate for Microsoft Exchange integration

• Updating the security profile in Pega Sales Automation for Financial Services

• Updating the authentication profile in Pega Sales Automation for Financial Services

• Updating dynamic system settings for Microsoft Exchange integration

Creating an impersonation account for Microsoft Exchange integration

To create an appointment in Pega Sales Automation for Financial Services and synchronize theappointment with Microsoft Exchange, you must create one impersonation account on MicrosoftExchange with impersonation privileges for all the users who will manage appointments in theapplication.

With Microsoft Exchange impersonation, one account is acting as another account. When an accountis 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'saccount. The impersonated account is maintained in the EWS_Integration_AuthProfile authenticationprofile.

You only need to create one impersonation account to manage appointments for all Pega SalesAutomation for Financial Services users.

Note: Your Microsoft Exchange administrator must configure the Microsoft Exchangeimpersonation account for your Pega Sales Automation for Financial Services implementation andprovide you with the user name and password so that you can update the security profile in theapplication.

Generating a keystore file with SSL certificate for Microsoft Exchangeintegration

You must generate a keystore file with the appropriate SSL certificate for your Microsoft Exchangeintegration. The keystore file and SSL certificate are used by Pega Sales Automation for FinancialServices to communicate with your Microsoft Exchange server.

Note: You must install Java before you can generate your keystore file.

Pega Sales Automation for Financial Services Implementation Guide 76

Delivery stage

1. Retrieve the Exchange Web Services (EWS) endpoint URL from Microsoft Outlook. For informationon how to retrieve the EWS endpoint URL, see the Microsoft website.

The EWS endpoint URL will look like: https//mail.*****.com/ews/Exchange.asmx

2. Launch the EWS endpoint URL in a Chrome browser window.

3. Complete the following steps to generate and save the SSL certificate file:

a. Press F12 to open Developer Tools.

b. Click the Security tab.

c. Click View Certificate and click the Details tab.

d. Click Copy to File.

e. Click Next and choose the format with Base-64 Encoded X.509.

f. Click Browse and select the file name and path where you want to generate the keystore file.

g. 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>"

l <Path for ssl certificate> – Enter the path where you generated the SSL certificate.

l <Path for jks file> – Enter the name for the jks file with path similar to path for the SSLcertificate.

The command should look like:

keytool -importcert -file ../../../cert.cer -keystore ../../../jkfile.jks -alias certificate

7. Press Enter.

8. At the prompt, enter a password and confirm the password.

Pega Sales Automation for Financial Services Implementation Guide 77

Delivery stage

9. Press Enter.

10. At the Trust Question prompt, enter yes. The keystore file is generated in the same path whereyour SSL certificate exists.

Updating the security profile in Pega Sales Automation for Financial Services

You must update the security profile in Pega Sales Automation for Financial Services with thekeystore file and password that you generated previously. This provides Pega Sales Automation forFinancial Services with the SSL certificate required to communicate with your Microsoft Exchangeserver.

1. In the Designer Studio header search text field, search for and select the WS-security profilenamed EWS_Integration_SecurityProfile.

2. Click the Keystore tab.

3. Click theOpen icon next to the Keystore field.

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 for FinancialServices

You must update the authentication profile in Pega Sales Automation for Financial Services with theuser name and password for your Microsoft Exchange impersonation account. Your MicrosoftExchange administrator can provide you with the user name and password for the impersonationaccount.

1. In the Designer 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.

Pega Sales Automation for Financial Services Implementation Guide 78

Delivery stage

5. Enter theUser name 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 for Microsoft Exchange integration

To configure your implementation for Microsoft Exchange integration, you must update the followingdynamic system setting values:

Dynamic system setting name Required informationEnableAppointments Enter true.

CreateItemURL Enter the URL for the integration. This is your service endpoint URL.

1. In the Designer Studio header search text field, search for and select the dynamic system settingname.

2. Enter the required information in the Value field.

3. Click Save.

4. Repeat steps 1 through 3 for each dynamic system setting.

Configuring Microsoft Exchange to Pega Sales Automation for FinancialServices calendar integration

Microsoft Exchange to Pega Sales Automation for Financial Services calendar integration is abackground process that synchronizes your Microsoft Exchange calendar to your Pega SalesAutomation for Financial Services calendar.

With this integration, new, updated, and canceled appointments on the Microsoft Exchange serverare synchronized in real time to the Pega Sales Automation for Financial Services application.

You have the following options for synchronizing your Microsoft Exchange calendar to Pega SalesAutomation for Financial Services:

Pega Sales Automation for Financial Services Implementation Guide 79

Delivery stage

l Push mechanism (recommended) - The push mechanism listens for Exchange Web Services (EWS)notifications to identify new, updated, and canceled appointments on the Microsoft Exchangeserver and then synchronizes the appointments to your Pega Sales Automation for FinancialServices calendar.

For more information, see Configuring the push mechanism for Microsoft Exchange to Pega SalesAutomation calendar integration.

l Polling mechanism - The polling mechanism checks for new, updated, and canceled appointmentson the Microsoft Exchange server and then synchronizes the appointments to your Pega SalesAutomation for Financial Services calendar.

For more information, see Configuring the polling mechanism for Microsoft Exchange to PegaSales Automation calendar integration.

Note: You must complete the steps required for configuring the Pega Sales Automation for FinancialServices to Microsoft Exchange calendar integration before you can configure the MicrosoftExchange to Pega Sales Automation for Financial Services calendar integration.

Configuring Pega for Outlook VSTO and Pega for Outlook Office

Pega Sales Automation for Financial Services provides tow add-ins that you can use to integrate theapplication with Microsoft Outlook.

l Install and configure the Pega for Outlook VSTO add-in to integrate Pega Sales Automation forFinancial Services with Microsoft Outlook 2010, 2013, or 2016.

l Install and configure the Pega for Outlook Office add-in to integrate with Microsoft Outlook 2013,2016, or Microsoft Outlook 365.

Both add-ins provide real-time, context-specific insight into your Pega Sales Automation for FinancialServices contacts, leads, opportunities, accounts, and organizations directly from Microsoft Outlook

The Pega for Outlook VSTO and Pega for Office Outlook add-ins support the following functionality:

l Email integration between Microsoft Outlook and Pega Sales Automation for Financial Services.

l Selective appointment integration between Microsoft Outlook and Pega Sales Automation forFinancial Services.

Note: The Pega Sales Automation for Financial Services application installation includes thePegaFW-Outlook ruleset and SFAOutlookPortal.

Pega Sales Automation for Financial Services Implementation Guide 80

Delivery stage

For more information about integrating Pega Sales Automation for Financial Services with MicrosoftOutlook, see the following articles:

l Integrating Pega Sales Automation with Microsoft Outlook using the Pega for Outlook VSTO add-in

l Integrating Pega Sales Automation with Microsoft Outlook using the Pega for Outlook Office add-in

Configuring listener accounts for emails and appointments

With Pega Sales Automation for Financial Services, you can push emails and appointments fromMicrosoft Outlook (or another default mail client) to the Pega Platform. When an email orappointment is received, an email listener account identifies the recipients and maps the email orappointment to the appropriate operator.

You can associate incoming emails and appointments with contacts, organizations, and accounts inthe application, and you can use Microsoft Outlook's vCard functionality to create a Pega SalesAutomation for Financial Services contact from an Outlook contact.

The following rules are available for the listener account:

l Email listener: CollaborationGatherEmails

l Service package: FWEmailCollector

l Service class: FWEmailCollector

l Service method: GatherEmails

Follow these steps to configure listener accounts for emails and appointments:

• Creating the access group, operator, and email accounts

• Creating new email and appointment classes in the implementation layer

• Configuring associations with other application objects

• Updating the user interface

Creating the access group, operator, and email accounts

To set up your listener account, you must create an access group and an operator ID, and configureemail accounts to accept incoming emails and send bounce-back notifications.

Pega Sales Automation for Financial Services Implementation Guide 81

Delivery stage

1. In Designer Studio, create an access group.

The default access group is PegaCRM-SFA:Services with the following attributes:

l PegaRULES:User4 role

l Open, modify, search, and execute activity access to PegaCRM-Document-Email

If you do not use the default access group, you must change the Service access group on theFWEmailCollector service class. For more information, see Access group data instances.

2. Create an operator role with the newly created access group. Enter this operator in theRequestor Login section for the email listener. For information, see About operator ID datainstances.

3. Configure the CollaborationGatherEmails email account.

This is the account that the email listener uses to import emails and appointments. You can linkthis account to any email address. For more information, see About Email Account data instances.

Note: For Exchange integration, enter your Exchange server information when you configure theCollaborationGatherEmail email account.

4. Create or modify the default email account with the typeNotify.

Pega Sales Automation for Financial Services uses this account to send a bounce-back email if theincoming message cannot be associated with any object in the application. Configure the Notifyemail account to look like it is an official communication coming from the application.

Creating new email and appointment classes in the implementation layer

You must create new email and appointment classes in your implementation layer for the integrationto work properly.

1. In Designer Studio, create new classes for emails and appointments:

a. Set the direct inheritance for the email class to PegaCRM-Document-Email.

b. Set the direct inheritance for the appointment class to PegaCRM-Work-Appointment.

For more information, see Class rules.

2. Update the PegaCRM-Document-Email.getAppointmentClass decision table to default to your newappointment class.

Pega Sales Automation for Financial Services Implementation Guide 82

Delivery stage

3. Create a new service package using the FWEmailCollector service as a guide.

4. Update the service email rule to set the page class to your new email class.

Configuring associations with other application objects

You can associate emails and appointments with other objects in the application, such asorganizations, accounts, and contacts. Because your implementation uses classes inheriting fromPega Sales Automation for Financial Services classes, you need to be sure that the email integration isassociating emails and appointments with implementation layer objects.

l For Emails, this association is configured through activities called from PegaCRM-Embed-Recipient.lookupRecipient.

l For appointments, this association is configured through activities called from PegaCRM-Embed-Recipient.DoRecipientAssociations.

1. For contact associations, in Designer Studio, update the following class information:

a. Override@baseclass.crmFindContactByEmail.

b. Replace references to the PegaCRM-Entity-Contact class in the obj-browse calls, pages, andclasses to refer to your contact implementation class.

2. For organization associations, if you created an implementation class for PegaCRM-Index-OrgDomains, then update the class references in@baseclass.crmFindOrgByDomain.

Updating the user interface

Emails and appointments appear in several places in the Pega Sales Automation for Financial Servicesuser interface. You must update application rules to change class references to your implementationclasses.

1. In Designer Studio, update the following rules for appointments:

a. Data-Portal.SFAPortal_MyCalendar - Modify the configuration of the pxCalendar control toupdate the class reference on the Appointments tab.

b. @baseclass.crmPopulateAppointmentEvents - Modify step 1 to update the report class.

c. crmRelatedAppointments - Override this rule in your implementation class to update the classreference to the report definition. Update both the repeating grid and theOpen Report icon.There are versions in PegaCRM-Entity-Contact and PegaCRM-Entity-Org.

Pega Sales Automation for Financial Services Implementation Guide 83

Delivery stage

2. Copy the following report definitions from PegaCRM-Work-Appointment to your implementationclass:

l crmAppointmentsByContact

l crmAppointmentsByOperator

l crmAppointmentsByOrg

3. Update the following rules for emails:

l crmRelatedEmails - Override this rule in your implementation classes to update the classreference to the report definition. Update both the repeating grid and theOpen Report icon.There are versions in PegaCRM-, PegaCRM-Entity-Contact, and PegaCRM-Entity-Org.

4. Copy the following report definitions from PegaCRM-Document-Email to your implementationclass:

l crmEmailsByLinkedID

l crmEmailsByOperatorID

l crmEmailsByContact

Configuring Twitter integration

Pega Sales Automation for Financial Services includes an integration with a Twitter API that retrievesinformation related to your organizations, leads, accounts, and contacts using a Twitter authorizationprofile.

As part of this integration, you can call the REST APIs provided by Twitter using the XML responseformat. All the APIs used in the integration support Authentication, but they use only theAuthenticated mode of requests. You must give users authorization to access Twitter from Pega SalesAutomation for Financial Services. For Authentication, the application uses the Oath library.

When you integrate Pega Sales Automation for Financial Services with Twitter, your salesrepresentatives can perform the following tasks:

l Authorize Twitter.

l Maintain business relationships to track key information by linking individual Twitter profiles toleads, contacts, organizations, or accounts in the application.

l Cancel Twitter authorization

Pega Sales Automation for Financial Services Implementation Guide 84

Delivery stage

Complete the following steps to configure your Pega Sales Automation for Financial Servicesintegration with Twitter:

• Setting up a Twitter account and application

• Configuring settings for Twitter integration

Setting up a Twitter account and application

The Pega Sales Automation for Financial Services integration with Twitter requires an active Twitteraccount and application. For detailed information about how to complete each step, see the Twitterdeveloper documentation.

1. Create a Twitter account.

2. Create a Twitter application to gather trend information.

3. Grant the Twitter application access to your Pega Platform application.

Configuring settings for Twitter integration

Before your sales representatives can use Twitter with Pega Sales Automation for Financial Services,you must configure your Twitter settings in Pega Express. The settings required are provided whenyou set up your Twitter account and application.

1. In the Designer Studio Explorer panel, click the Switch to Express mode icon .

2. In the Pega Express Explorer panel, click Settings > Application Settings.

3. Click the Social media tab.

4. In the Twitter integration section, enter your Twitter settings as shown in the following table:

Setting name Sample valueAccess token URL https://apiI.twitter.com/oauth/access_token

API URL https://api.twitter.com/1.1/

Authorize user URL https://api.twitter.com/oauth/authorize

Consumer key zLSxeSps7yT2InrSRdkEDw

Consumer secret P95m6E9wmiQJFVKDAg5nWlg5FsJxPAUXdOhAxRwNUZE

Request token URL https://api.twitter.com/oauth/request_token

5. Click Save.

Pega Sales Automation for Financial Services Implementation Guide 85

Delivery stage

6. Refresh the Declare_TwitterAppSettings node level data page by completing the following steps:

a. In the Designer Studio header search text field, search for and select the Declare_TwitterAppSettings node level data page.

b. Click Actions > Refresh.

Configuring Facebook integration

You can integrate Pega Sales Automation for Financial Services with Facebook and then link Facebookprofiles to leads, contacts, organizations, and accounts in the application.

When you integrate Pega Sales Automation for Financial Services with Facebook, your salesrepresentatives can perform the following tasks:

l Authorize Facebook.

l Maintain business relationships to track key information by linking individual Facebook profiles toleads or contacts in the application.

l Manage organization and account data by linking company Facebook profiles to organizations andaccounts in the application.

l Cancel Facebook authorization.

To set up your Pega Sales Automation for Financial Services integration with Facebook, you mustconfigure settings in the Pega Sales Automation for Financial Services application. For moreinformation, see Configuring settings for Facebook integration.

For additional information about how to integrate Pega Sales Automation for Financial Services withFacebook, see How to post updates to Facebook from Pega Platform.

Setting up a Facebook account and application

The Pega Sales Automation for Financial Services integration with Facebook requires an activeFacebook account and application. For detailed information about how to complete each step, seethe Facebook developer documentation.

1. Create a Facebook account.

2. Create a Facebook application to integrate with Pega Sales Automation for Financial Services.

3. Grant the Facebook application access to your Pega Platform application.

Pega Sales Automation for Financial Services Implementation Guide 86

Delivery stage

For additional information about how to integrate Pega Sales Automation for Financial Services withFacebook, see How to post updates to Facebook from Pega Platform.

Configuring settings for Facebook integration

Before your sales representatives can use Facebook with Pega Sales Automation for FinancialServices, you must configure your Facebook settings in Pega Express. The settings required areprovided when you set up your Facebook account and application.

1. In the Designer Studio Explorer panel, click the Switch to Express mode icon .

2. In the Pega Express Explorer panel, click Settings > Application Settings.

3. Click the Social media tab.

4. In the Facebook integration section, enter your Facebook settings as shown in the followingtable:

Setting name Sample valueAPI URL https://graph.facebook.com/v2.2/

Application ID 213682632091885

Application secret 4ed6d6cbd90c24df1c790c2f5b854de2

5. Click Save.

6. Refresh the Declare_FacebookAppSettings node level data page by completing the following steps:

a. In the Designer Studio header search text field, search for and select the Declare_FacebookAppSettings node level data page.

b. Click Actions > Refresh.

Configuring LinkedIn integration

Pega Sales Automation for Financial Services includes an integration with a LinkedIn API that allowsyou to search company and individual profiles in LinkedIn.

When you integrate Pega Sales Automation for Financial Services with LinkedIn, your salesrepresentatives can perform the following tasks:

Pega Sales Automation for Financial Services Implementation Guide 87

Delivery stage

l Authorize LinkedIn.

l Maintain business relationships to track key information by linking individual LinkedIn profiles toleads or contacts in the application.

l Maintain company data by linking company profiles in LinkedIn to organizations or accounts inthe application.

l Reassign links to different LinkedIn profiles.

l Cancel LinkedIn authorization

Complete the following steps to configure your Pega Sales Automation for Financial Servicesintegration with LinkedIn:

• Setting up a LinkedIn account and application

• Configuring settings for LinkedIn integration

Setting up a LinkedIn account and application

The Pega Sales Automation for Financial Services integration with LinkedIn requires an activeLinkedIn account and application. For detailed information about how to complete each step, see theLinkedIn developer documentation.

1. Create a LinkedIn account.

2. Create a LinkedIn application to integrate with Pega Sales Automation for Financial Services.

3. Grant the LinkedIn application access to your Pega Platform application.

Configuring settings for LinkedIn integration

Before your sales representatives can use LinkedIn with Pega Sales Automation for Financial Services,you must configure your LinkedIn settings in Pega Express. The settings required are provided whenyou set up your LinkedIn account and application.

1. In the Designer Studio Explorer panel, click the Switch to Express mode icon .

2. In the Pega Express Explorer panel, click Settings > Application Settings.

3. Click the Social media tab.

Pega Sales Automation for Financial Services Implementation Guide 88

Delivery stage

4. In the LinkedIn integration section, enter your Twitter settings as shown in the following table:

Setting name Sample valueAccess token URL https://api.linkedin.com/uas/oauth/accessToken

API URL http://api.linkedin.com/v1/

Authorize user URL https://www.linkedin.com/uas/oauth/authorize

Consumer key 75c3selfkfldt7

Consumer secret JYsuLU1hnqkaFyVf

Request token URL https://api.linkedin.com/uas/oauth/invalidateToken

Revoke token URL

5. Click Save.

6. Refresh the Declare_LinkedInAppSettings node level data page by completing the following steps:

a. In the Designer Studio header search text field, search for and select the Declare_LinkedInAppSettings node level data page.

b. Click Actions > Refresh.

Modifying the user interfaceTo modify the user interface, complete the steps in the following topics:

• Locating the user interface element to change

• Adding properties to sections

• Adding sections

• Changing section visibility

• Updating the skin

Locating the user interface element to change

To determine which user interface element to modify to implement your change, use the Live UIfeature of the Pega Platform.

Pega Sales Automation for Financial Services Implementation Guide 89

Delivery stage

1. In Designer Studio, launch a portal.

2. Click the Live UI icon .

3. Select an element to observe.

When selected, Live UI provides the information about the UI element. You can see the sectionsand harnesses of the element.

4. To update the rule, click theOpen in Designer Studio icon .

Adding properties to sections

Pega Sales Automation for Financial Services uses standard Pega Platform user interfacecomponents, so the update process is the same as any Pega Platform application.

1. In Designer Studio, click Live UI and determine the section that you want to modify.

2. Click theMagnifying glass icon to open the rule in Designer Studio.

3. In the Application Explorer, locate the property that you want to add to the section and drag it intothat section.

4. Click Save as and then save the rule to the default Applies to class and make sure that the rulesetis for your application.

5. Click Create and open and click Save.

Adding sections

Pega Sales Automation for Financial Services uses standard Pega Platform user interfacecomponents, so whether you are updating the dashboard, portals, or the composite, you do so in thesame way as any Pega Platform application.

1. In Designer Studio, click Live UI and locate the section where you want to add another section.

2. Click theMagnifying glass icon to open the rule in Designer Studio.

3. In the Application Explorer, locate the section that you want to add and drag it into your specifiedsection.

Pega Sales Automation for Financial Services Implementation Guide 90

Delivery stage

4. Click Save as and save the rule to the default Applies to class. Make sure that the ruleset is foryour application.

5. Click Create and open and then click Save.

Changing section visibility

Use When rules to determine which layouts and sections are visible. For example, if you are amanager, modify the visibility of a section to ensure that only a manager can see the content of thesection.

1. In Designer Studio, access the section for which you want to change visibility.

2. Click anywhere inside the section and then click the View properties icon .

3. From the Visibility drop-down list, select Condition.

4. Enter a When rule or a conditional expression.

5. Click OK and then click Save.

Updating the skin

You can update the look and feel of Pega Sales Automation for Financial Services to reflect the colorscheme of your organization. The application uses the standard Pega Platform skinning features inyour application.

To access Pega-provided formats from Pega Platform releases, the SAEndUser skin rule for Pega SalesAutomation for Financial Services inherits from the pyEndUser skin rule from the Pega UI Kit.

For more information about skins, see Creating a skin and Skin inheritance.

1. In Designer Studio, click Application Name > Skin.

2. Update the options as needed, and then click Save as.

3. Click Create and open.

4. If you give your skin a different name, update the application to reflect it by performing thefollowing steps:

a. In Designer Studio, click Application Name > Open Application.

b. Change the value in the Skin field to the name of the skin that you created.

Pega Sales Automation for Financial Services Implementation Guide 91

Delivery stage

5. Click Save.

Testing a new applicationTesting a new application includes the following procedures:

• Testing your application in the Build environment

• Testing in the Test or Production environments

• Testing in the UAT environment

Testing your application in the Build environmentTest a new application in the Build environment before migrating the new application to a Test orProduction environment. Testing in the Build environment enables you to verify that basicfunctionality and interfaces work correctly and also that performance is acceptable.

1. Run functional tests to test specific features from the end-user perspective.

2. Use the Performance tool to measure the performance of the application. For information aboutthe Performance tool, see About the Performance tool.

l Prior to extending your site-specific Pega implementation, establish a performance benchmark(baseline) using the Performance tool. This allows subsequent, iterative performance testsagainst the established baseline to help identify any degradation in performance resulting fromdevelopment efforts.

l Use the Performance tool to check the performance of the following features:

Search

Account selection

Loading of components

Kickoff of all service intents. For this unit testing, automated scripts are recommended butnot required.

l Save the test results so that you can compare them to future test results to determine whetheran application update has a performance impact.

Pega Sales Automation for Financial Services Implementation Guide 92

Delivery stage

3. Verify that the Pega-provided reports and your custom reports run successfully, and that theyshow your implementation layer data, rather than the default demonstration data. This can be anautomated test.

4. Test all integrations, both independently and with associated integrations. 

Test integrations for any optional Pega Sales Automation for Financial Services components andother applications that you plan to use. See the product documentation for the component orapplication to determine which product components to test.

5. Test security. Test the most common roles to ensure that the required access groups areconfigured and point to the correct software version.

Testing in the Test or Production environmentsAfter you import the application to a Test or Production environment, test the application in the newenvironment to verify that it works correctly in that environment.

Notes:For a multitenancy configuration, run tests in each tenant region.

The testing performed in the Test environment should include usability testing to ensure that theapplication meets the UI standard.

1. Verify that the source and the destination files are the same.

2. Run functional tests to test specific features from the end-user perspective.

3. In the Test or Production environment, run the Application Guardrails Compliance Score to ensurethat the application meets guardrails.

4. Verify that the Pega-provided reports and your custom reports run successfully, and that theyshow your implementation layer data, rather than the default demonstration data. This can be anautomated test.

5. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Sales Automation for Financial Services components andother applications that you plan to use. See the product documentation for the component orapplication to determine which product components to test.

6. Verify that the integrations point to the correct system of record, and not to the system of recordfor the Build environment.

Pega Sales Automation for Financial Services Implementation Guide 93

Delivery stage

7. Test security. Test the most common roles to ensure that the required access groups areconfigured and point to the correct software version. Use these common roles in your smoke tests(see next step).

8. Run a smoke test to compare the source and destination environments. Verify that all tests thatpass in the Build environment also pass in the Test or Production environment. If anything fails,compare the environments to determine whether a difference in environment could cause the testto fail. If the environment caused the failure, either fix the issue that caused the failure or adjustthe test as appropriate for the new environment.

9. Run performance tests to verify that performance meets expectations. Pega recommendsautomated performance testing. Save the results so that you can compare them to futureperformance test results to determine whether an application update has a performance impact.

Testing in the UAT environmentAfter you complete testing in a Test environment, it is common to perform User Acceptance Testing(UAT) in a designated UAT environment, which could be a pre-production environment. UAT ensuresthat end users will be able to successfully complete work and meet business objectives.

Note: Organizations that use Scrum for application development will complete less formal UAT aspart of each sprint cycle.

1. Verify the integrity of the UAT environment.

2. Have the end-users (or business analysts acting the role of end-users) run scripts to test allscenarios including boundary and exception testing. The end-users (that is, the trainers, managers,and directors), perform the following steps during UAT:

l Verify that there are no major issues.

l Review changes in order to better understand the features.

Packaging a new applicationTo migrate a new application to a different environment, you must first package the application sothat it can be imported to the new environment.

Packaging and importing a new application includes the following procedures:

• Merging application changes

Pega Sales Automation for Financial Services Implementation Guide 94

Delivery stage

• Packaging an application for migration

• Importing the packaged application

• Multitenancy deployment considerations

Merging application changesIf you developed your application features in separate branches, use the Merge Branches wizard tomerge the branches before you package the application. The wizard shows any merge conflicts sothat you can correct them before you merge the branches.

For more information about using Merge Branches wizard, see Branch development.

Packaging an application for migrationBefore you can migrate a new application to a different environment, you must package the relevantdata instances and rulesets into a product rule. The product rule is an instance of Rule-Admin-Product, and it is referred to as the RAP file.

1. Click Designer Studio > Application > Distribution > Package to start the ApplicationPackaging wizard. For information about using the wizard, see Application Packaging wizard.

2. Complete each page of the Application Packaging wizard.

3. On the last page of the wizard, click Preview.

4. Review the contents of the generated RAP file.

5. On the last page of the wizard, clickModify to make any changes.

6. When the RAP file is complete, click Export. The wizard creates a .ZIP file in the ServiceExportdirectory on the current application server node.

Importing the packaged applicationTo deploy a new application to a different environment, import the .ZIP file that contains thepackaged application to the new environment.

Pega Sales Automation for Financial Services Implementation Guide 95

Delivery stage

1. Click Designer Studio > Application > Distribution > Import.

2. Use the Import Gadget to import the target .ZIP file. For more information, see Import wizardlanding page.

For information about how to swap the database connection pointers to your Production databaseafter an import to a Production environment, see Pega Platform Upgrade Guide.

Multitenancy deployment considerationsIn a multitenancy environment, the shared application components are deployed only to the sharedenvironment, and the tenant-specific components are deployed only to the tenant region.

For information about how to package and deploy a shared application or a tenant-specificapplication, see theMultitenancy Administration Guide.

A deployment to a multitenancy environment has the following requirements.

l The package for the tenant layer should include production rule sets for that tenant. The packagefor the shared layer should not include production rule sets.

l The package for the tenant layer should include the table definitions for that tenant.

Pega Sales Automation for Financial Services Implementation Guide 96

Delivery stage

Production maintenance andmonitoringProduction maintenance and monitoring includes the following procedures:

• Business rule maintenance in the Production environment

• Application health monitoring

• Identifying and reporting issues

Business rule maintenance in theProduction environmentYou can give managers the ability to update other rule types in the Production environment. Forexample, managers can update the Goals and Deadline for a certain case type. These rules must bedelegated in Designer Studio first. For more information on rule delegation, see Delegating a ruleor data type.

Application health monitoringPega Autonomic Event Services is an application that automatically monitors, retrieves, andorganizes the alert data from one or more clustered systems throughout the enterprise. Pega alsoprovides the Pega Predictive Diagnostic Cloud, which allows you to benefit from Pega AutonomicEvent Services without installing it locally. Pega Predictive Diagnostic Cloud is a Software as a Serviceoffering of Pega Autonomic Event Services.

Implementing the following best practices in your application can help to ensure optimal responsetimes and overall application health:

l Segment application agent processing to a dedicated JVM (Java Virtual Machine). This configurationensures that end users do not have to share resources with background processes.

Pega Sales Automation for Financial Services Implementation Guide 97

Production maintenance and monitoring

l Monitor integration response time. Over time, slow integration points can cause average handletimes to increase. When queues start to grow, it becomes very difficult to recover, which mightrequire usage of offline services or a backup application.

Identifying and reporting issuesAs with any application, your users will encounter issues that they need to report as they begin to usethe application. When deploying your application to the production environment, complete thefollowing steps:

1. Identify operational staff who will be responsible for responding to issues reported in theproduction environment.

2. Establish procedures with those resources to triage, respond to, and escalate issues.

3. Determine procedures for delivery of changes to the production environment.

Pega Sales Automation for Financial Services Implementation Guide 98

Production maintenance and monitoring