Pega Sales Automation for Financial Services

Transcription

1 PEGA SALES + ONBOARDING Pega Sales Automation for Financial Services IMPLEMENTATION GUIDE 7.31

2 2017 Pegasystems 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 of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation 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 proprietary information 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 the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication 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. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well 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 an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly 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, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: Fax: (617) DOCUMENT: Pega Sales Automation for Financial Services Implementation Guide SOFTWARE VERSION: 7.31 PUBLISHED: Sunday, December 10, 2017 Feedback If you have suggestions or comments for how we can improve our materials, send an to AppDocBug@pega.com.

3 CONTENTS Application overview 8 Implementation delivery methodology 8 Initiation stage 8 Delivery stage 10 Pega Sales Automation for Financial Services application stack 11 Initiation stage 12 Creating your application 12 Enabling operator accounts 13 Sample data 14 Optional: Configuring your applications for Pega Customer Relationship Management for Financial Services 15 Adding shared rulesets 17 Creating integration rulesets 18 Enabling or disabling shared features 19 Configuring the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services 20 Testing the Pega Sales Automation for Financial Services integration with Pega Marketing for Financial Services local campaigns 21 Testing the Pega Sales Automation for Financial Services integration with Pega Marketing for Financial Services next best offers 22 Generating specification documents 22 Generating the Application profile 23 Generating the Application document 23 Generating the Specification document 23 Delivery stage 25 Defining requirements 25 Application data model 26 Mapping your application data 26 Mapping case type or data type classes to a database table 27 Connecting to customer data 28 Market segments 28 Pega Sales Automation for Financial Services Implementation Guide 3

4 Defining market segments 28 Defining the sales team structure and authorization model 29 Defining the operational structure of the organization 29 Defining territories 30 Defining operators 30 Defining partners 31 Defining prospect and customer data requirements 31 Customizing your application 31 Defining your sales methodology 33 Defining opportunity cases 33 Defining product information 33 Forecast management requirements 34 Defining requirements for activity and task management 34 Defining requirements for sales goals management 34 Defining reporting requirements 35 Reviewing existing reports 36 Portal dashboards 36 Defining the dashboard layouts for portals 36 Implementing the Pega Sales Automation for Financial Services mobile app 37 Additional Pega components 38 Artificial intelligence insights 38 Local campaigns 39 Next-best-offer recommendations 39 Next-best-action strategies 40 Engagement maps requirements 40 Defining organization trend requirements 41 Defining Pega Co-Browse requirements 41 Defining settings for Pega Pulse 42 Defining computer telephony integration (CTI) requirements with Pega Call 42 Pega Knowledge integration 43 Pega Workforce Intelligence integration 44 Defining integration requirements 44 Defining the security model 45 Pega Sales Automation for Financial Services Implementation Guide 4

5 Authentication schemes 45 Defining your authentication scheme 46 Authorization model 46 Defining your authorization scheme 47 Customizing the user experience 47 Determining which part of the user interface to modify 48 Designing portals 48 Designing an application skin and styles 48 Designing for screen performance 49 Building features 49 Activating application features 49 Connecting to customer data 51 Using the Data Import wizard 51 Building your sales team structure and authorization model 52 Building your operational structure 53 Adding territories 53 Adding operators 54 Adding partners 55 Importing prospect and customer data 55 Customizing your application 56 Implementing the sales methodology 57 Modifying an opportunity case type 58 Adding stages to an opportunity case type 58 Specifying a field value for a new opportunity stage 59 Specifying a data transform target for a new opportunity stage 60 Adding steps to an opportunity stage 60 Configuring automatically launched processes 61 Setting up products 61 Configuring an external product data source 62 Populating contact and organization data 62 Product Designer for Financial Services workflow 64 Setting up competitors 65 Setting up time periods for sales goals management 65 Pega Sales Automation for Financial Services Implementation Guide 5

6 Reports 66 Customizing dashboards 66 Building the Pega Sales Automation for Financial Services mobile app 67 Setting up optical character recognition (OCR) scanning 67 Distributing the Pega Sales Automation for Financial Services mobile app 68 Enabling local campaigns and next-best-offer recommendations 68 Activating the engagement maps feature 69 Mapping data for organization trends 69 Configuring Pega Co-Browse 70 Configuring Pega Pulse 71 Configuring computer telephony integration using Pega Call 71 Configuring access groups for computer telephony integration (CTI) 71 Adding Pega Knowledge records 72 Configuring Pega Workforce Intelligence 72 Configuring settings for Pega Workforce Intelligence 73 Configuring authorization for Pega Workforce Intelligence 73 Updating the access group for the agent schedule 74 Configuring Pega Sales Automation for Financial Services operators for Pega Workforce Intelligence 74 Pega Sales Automation for Financial Services integration with Microsoft Exchange 75 Configuring Pega Sales Automation for Financial Services to Microsoft Exchange calendar integration 75 Creating an impersonation account for Microsoft Exchange integration 76 Generating a keystore file with SSL certificate for Microsoft Exchange integration 76 Updating the security profile in Pega Sales Automation for Financial Services 78 Updating the authentication profile in Pega Sales Automation for Financial Services 78 Updating dynamic system settings for Microsoft Exchange integration 79 Configuring Microsoft Exchange to Pega Sales Automation for Financial Services calendar integration 79 Configuring Pega for Outlook VSTO and Pega for Outlook Office 80 Configuring listener accounts for s and appointments 81 Creating the access group, operator, and accounts 81 Creating new and appointment classes in the implementation layer 82 Pega Sales Automation for Financial Services Implementation Guide 6

7 Configuring associations with other application objects 83 Updating the user interface 83 Configuring Twitter integration 84 Setting up a Twitter account and application 85 Configuring settings for Twitter integration 85 Configuring Facebook integration 86 Setting up a Facebook account and application 86 Configuring settings for Facebook integration 87 Configuring LinkedIn integration 87 Setting up a LinkedIn account and application 88 Configuring settings for LinkedIn integration 88 Modifying the user interface 89 Locating the user interface element to change 89 Adding properties to sections 90 Adding sections 90 Changing section visibility 91 Updating the skin 91 Testing a new application 92 Testing your application in the Build environment 92 Testing in the Test or Production environments 93 Testing in the UAT environment 94 Packaging a new application 94 Merging application changes 95 Packaging an application for migration 95 Importing the packaged application 95 Multitenancy deployment considerations 96 Production maintenance and monitoring 97 Business rule maintenance in the Production environment 97 Application health monitoring 97 Identifying and reporting issues 98 Pega Sales Automation for Financial Services Implementation Guide 7

8 Application overview Application overview Pega Pega Sales Automation for Financial Services uses analytics, business process management, and model-driven capabilities to provide intelligent, real-time guidance to sales representatives and managers in the financial services industries. Pega Sales Automation for Financial Services integrates capabilities from the Pega Foundation for Financial Services and Pega Sales Force Automation applications. For more information, see the Pega Sales Automation for Financial Services Product Overview on the Pega Sales Automation for Financial Services product page. Implementation delivery methodology In most cases, use a scrum-based, Agile delivery model for a Pega application implementation. In the rare cases where a waterfall-based implementation methodology is better suited, use Pega s Iterative Waterfall approach. These two implementation methodologies help break down the work into manageable components that you can deliver to production faster. The Pega delivery approach has the following primary stages: Initiation stage Delivery stage Initiation stage In the Initiation stage, the implementation teams build the foundation or baseline of the application and prepare for the work that is necessary to configure the first production release and subsequent extended production releases. Keep in mind that the first production release is the minimal required scope to go live into production. Other capabilities can be added as part of the extended production releases. Building a strong foundation to support expansion and reuse is key to the success of an implementation. 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-stage includes the following tasks: Pega Sales Automation for Financial Services Implementation Guide 8

9 Application overview Defining the production release milestone Refining scope alignment Set up Validate and review the Pega-provided features and capabilities to see if they meet your requirements and expectations. This sub-stage includes the following tasks: Establishing environments and processes Reviewing application feature descriptions (in Designer Studio, click Application menu > Overview) Reviewing Application Guides for first production release setup information (in Designer Studio, click Resources > Application Guides) Creating the baseline application Loading customer data Demonstrating the baseline application Reviewing artifacts from the solution assessment Reviewing business needs and outcomes Prepare Prepare for the delivery of Pega Sales Automation for Financial Services by completing the following tasks: Confirming resources Enabling team members Establishing governance At the conclusion of the Initiation stage, the scope of the work for the first production release is clearly defined. For Scrum, the scope of the work is represented in an initial backlog. For Iterative Waterfall, a specification list and schedule are prepared and finalized. Pega Sales Automation for Financial Services Implementation Guide 9

10 Application overview Delivery stage The Delivery stage is dependent on the methodology selected (Scrum or Iterative Waterfall). During this stage, the delivery team designs, builds, configures, and tests the application by using the selected implementation methodology. The goal is to accomplish the tasks that are described in this document by organizing the Application Feature backlog so that the delivery team can configure the application incrementally with the result being a fully tested and performance-tuned application in production. The Delivery stage is organized into the first production release and the extended production release types. First production release This release includes only the essential features that are defined during the solution proposal stage and are required for the first release into production. The first production release should be implemented in days, depending on the scope of the essential features. This release type includes the following features: Core Pega-provided features Extended features considered essential for your business 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: Non-essential Pega-provided features Extended features that you have identified as required for your business This guide provides information to support both Scrum and Iterative Waterfall implementation methodologies during the first production release and the extended production release. Pega Sales Automation for Financial Services Implementation Guide 10

11 Application overview Pega Sales Automation for Financial Services application stack Pega Sales Automation for Financial Services Implementation Guide 11

12 Initiation stage Initiation stage The Initiation stage includes the following tasks: Creating your application Optional: Configuring your applications for Pega Customer Relationship Management for Financial Services Generating specification documents Creating your application The first step in implementing Pega Sales Automation for Financial Services to best meet your organization's needs is to create the application on which your extended application will be built. Use the New Application wizard to create your new application. The wizard creates the application structure for you. If you loaded sample data bundle during the Pega Sales Automation for Financial Services installation process, 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 Application wizard. The New Application wizard prompts you to select a selling mode for your new Pega Sales Automation 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

13 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 group opportunities, 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, and households.this selling mode supports leads, individual leads, large and small group opportunities, individual opportunities, Medicare opportunities and organizations. The application's user interface dynamically adjusts to provide the appropriate case types and tools 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 entering credentials for that application, unless otherwise noted. The New Application wizard creates the application class structure for you. You can reuse the classes and rulesets that are created by the wizard in future applications that you create. As you implement this application and future applications, you can apply class hierarchy and inheritance principles to help you decide where in the class structure to create your rules to improve the maintainability and overall efficiency of your application. For more information, see Class layers. Enabling operator accounts If you loaded sample data bundle during the Pega Sales Automation for Financial Services installation process, 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 your new application, you must enable that operator. If you did not load sample data bundle, you do not have Pega-provided operators. You need to create your new operators. For additional information, see Initial Operator IDs (Data-Admin-Operator-ID). Pega Sales Automation for Financial Services Implementation Guide 13

14 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 to enable. 4. Optional: In the Contact Information section on the Profile tab, fill out any information that your site requires. 5. On the Edit Operator ID page, on the Security tab, select the Force password change on next 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 site standards and click OK. 8. Click Save to enable the operator record and the new password, and then close the page 9. On the Organization and Security: Operator access page, repeat steps 3 through 8 for each operator that you want to enable. Sample data If you loaded sample data bundle during the Pega Sales Automation for Financial Services installation process, 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 review and 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-provided sample data to avoid overlap between the customer data and the demo data. Pega Sales Automation for Financial Services Implementation Guide 14

15 Initiation stage Optional: Configuring your applications for Pega Customer Relationship Management for Financial Services These procedures are required only if you will use the Pega Customer Relationship Management features 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 the other implementation guides as needed. Important: If you have installed industry-specific applications on top of Pega Customer Service and Pega Sales Automation, complete these configuration steps in the industry applications, and not in the Pega Customer Service or Pega Sales Automation applications. For instructions, see the implementation guide for the industry application on the Pega PDN. Prerequisites Your Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services applications 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 Sales Automation for Financial Services, complete the following steps. a. Add the Pega Sales Automation for Financial Services implementation rulesets to your Pega Customer Service for Financial Services application, and add the Pega Customer Service for Financial Services implementation rulesets to your Pega Sales Automation for Financial Services application. See Adding shared rulesets. b. Create an integration ruleset for your Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services applications, and then add the integration ruleset to the top of the ruleset stack for each application. See Creating integration rulesets. c. Enable the Pega Customer Relationship Management features. See Enabling or disabling shared features. d. In your Pega Customer Service for Financial Services application, update the operator access groups to include the CustomerService:CSRSalesAccess role that is required to access the shared features. See "Updating access groups to have shared access" in the Pega Customer Pega Sales Automation for Financial Services Implementation Guide 15

16 Initiation stage Service for Financial Services Implementation Guide on the Pega Customer Service for Financial Services product page. 2. For environments that also include Pega Marketing for Financial Services, complete these additional steps. a. Create your Customer Relationship Management Marketing for Financial Services application as described in Configuring your application to the Customer Relationship Management suite on the Pega Marketing for Financial Services product page. b. Configure your Pega Customer Service for Financial Services application to support Pega Customer Decision Hub. i. Enable Pega Customer Decision Hub. See "Configuring application settings" in the Pega Customer Service for Financial Services Implementation Guide on the Pega Customer Service for Financial Services product page. ii. Configure Customer Decision Hub settings. For each setting, copy the rule to the highest ruleset shared by Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services, and save your changes in that ruleset. See "Configuring Pega Customer Decision Hub" in the Pega Customer Service for Financial Services Implementation Guide on the Pega Customer Service for Financial Services product page. c. In Pega Marketing for Financial Services, configure the application to support the Pega Customer Relationship Management features. See Configuring your application to the Customer Relationship Management suite on the Pega Marketing for Financial Services product page. d. In your Pega Sales Automation for Financial Services application, configure the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services. See Configuring the integration between and. e. In your Pega Sales Automation for Financial Services application, test the integration with Pega Marketing for Financial Services local campaigns. See Testing the integration with local campaigns. f. In your Pega Sales Automation for Financial Services application, test the integration with Pega Marketing for Financial Services next best offers. See Testing the integration with next best offers. Pega Sales Automation for Financial Services Implementation Guide 16

17 Initiation stage Adding shared rulesets Note: This procedure is required only if using the Pega Customer Relationship Management features. To enable sharing of data between your Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services applications, add the implementation rulesets from one application to the other. The implementation rulesets are created by the New Application wizard for a new application. 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's implementation rulesets. (When you want to overwrite your application's rulesets, use an integration ruleset 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 each application. 2. Add the implementation rulesets from your Pega Sales Automation for Financial Services application to the bottom of the ruleset stack for your Pega Customer Service for Financial Services 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 for Financial 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 Services application to the bottom of the ruleset stack for the Pega Sales Automation for Financial Services application. a. Log in to the Pega Sales Automation for Financial Services implementation application in Designer Studio. Pega Sales Automation for Financial Services Implementation Guide 17

18 Initiation stage b. Click Application menu > Definition. c. In the Application rulesets section, click Add ruleset to add Pega Customer Service for Financial Services rulesets to the bottom of the ruleset stack, and then click Save. Creating integration rulesets Note: This procedure is required only if using the Pega Customer Relationship Management features. When using a Pega Customer Relationship Management configuration that includes both Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services, you must sometimes 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 to the integration ruleset. For example, if the Pega Customer Service for Financial Services application will show Pega Sales Automation for Financial Services Lead case service cases, you want the service case header and footer to look the same as the other Pega Customer Service for Financial Services services cases. In that case, save the perform harness rule for the service case into the integration ruleset for the Pega Customer Service for Financial Services application. Doing so overrides the Pega Sales Automation for Financial 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 new integration ruleset. The sample integration ruleset for Pega Customer Service for Financial Services is PegaSAFSforCSFS, and the sample integration ruleset for Pega Sales Automation for Financial Services is 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, where MyApp 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

19 Initiation stage 6. Review the default Ruleset Name, Version, and Description values, and modify the values if needed. 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 minor rule version to the end of the integration ruleset name in this format: :NN-NN. For example, to select 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 left of 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 features Note: This procedure is required only if using the Pega Customer Relationship Management features. The value of the Boolean property IsCRMModeDeployment enables or disables the Pega Customer Relationship Management features that support shared functionality between your Pega Customer Service for Financial Services and Pega Sales Automation for Financial Services applications. This property 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 Sales Automation for Financial Services applications. By default, this property is set to false to disable the shared features. To enable the shared features, copy the rule, and then change the property value to true. 1. Log in to the application where you will create the new rule. If your applications are built on a common application that contains rules shared by both applications, create the new rule in that application. 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

20 Initiation stage 4. Click Save as to save the rule to the top-level ruleset for the application, or to the ruleset identified 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 in the PegaCRMBase built-on application expose the shared features. The D_crmBaseAppExtPage data page (in the PegaCRMBase-Data-AppExt class) uses the crmbaseappextmodel data transform as a source. The DoesCRMExists When rule (in class) grants or denies access to shared features in sections, activities, and flows; this When rule refers to the D_crmBaseAppExtPage data page. Configuring the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services The Pega Customer Relationship Management suite includes sample marketing artifacts that you can import to demonstrate the next-best-offer and local campaigns features in Pega Sales Automation for Financial Services. To use these artifacts in Pega Sales Automation for Financial Services you must configure the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services. For more information about the next-best-action and local campaigns features, see Additional Pega components. For information about the integration steps you must complete in the Pega Marketing for Financial Services application, see Optional: Configuring your applications for Pega Customer Relationship Management for Financial Services. 1. Open the prgateway URL ( and create a host configuration named NBAA. For more information about creating a host configuration, see the PDN article Configuring Pega Web Mashup with the Gateway Configuration Console. Pega Sales Automation for Financial Services Implementation Guide 20

21 Initiation stage 2. In the Designer Studio header search text field, search for and select the ConfigureSAforNBAMSAInt activity. 3. Review the descriptions provided for each of the activity parameters and update the default parameter 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 Services integration with Pega Marketing for Financial Services local campaigns After you complete the steps required to configure the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services, verify that you can access the sample 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 Rep operator 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: B2C Offer B2BSMSOffer 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

22 Initiation stage Testing the Pega Sales Automation for Financial Services integration with Pega Marketing for Financial Services next best offers After you complete the steps required to configure the integration between Pega Sales Automation for Financial Services and Pega Marketing for Financial Services, verify that you can access the sample 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 Rep operator 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, the widget 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 documents To avoid duplicating existing features, review the following documents to familiarize yourself with the default rules and rulesets of your application. During the solution assessment, a number of requirements, specifications, and other artifacts are captured to represent the scope of the work. If they are captured in the Pega Platform, these artifacts can be reused to streamline the first production release scope identification. You can export application specification and requirements artifacts from the Pega Platform, and then import them into your new baseline application so that you can build on the content that has already been created. For more information, see Exporting specifications and requirements and Importing specifications and requirements. Follow these procedures to generate documents that define what is contained within your application: Pega Sales Automation for Financial Services Implementation Guide 22

23 Initiation stage Generating the Application profile Generating the Application document Generating the Specification document Generating the Application profile This document is created during the Sales stage and includes the process stages and steps, case types, reports, requirements, specifications, participants, collaborators, and actors that are associated with the implementation of your application. It is a document that defines the scope of the application, 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, and follow the procedure in Generating an application profile document. Generating the Application document This document and its associated controls provide the ability to customize the presentation of the application information based on the document's intended audience. When you run the Application Document 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. The Application Document tool automatically updates the content of your document as you modify and extend your application to reflect additional requirements. If you have not yet built anything, the content of this document is the same as the application profile. To generate the document, log into your application by entering your newly-created credentials, and follow the procedure in Generating an application document. Generating the Specification document This document shows all of the specifications and linked requirements associated with your application at the time that you generate the document. You can generate this document at any point during the implementation life cycle to include any updates to the application's specifications and requirements. Review this document before and after each sprint by using the available filters to tailor the content to meet the business requirements of your implementation. Pega Sales Automation for Financial Services Implementation Guide 23

24 Initiation stage To generate the document, log into your application by entering your newly-created credentials, and follow the procedure in Generating a specification document. Pega Sales Automation for Financial Services Implementation Guide 24

25 Delivery stage The Delivery stage includes the following tasks: Defining requirements Building features Testing a new application Packaging and importing a new application Defining requirements To ensure that you stay on target for a successful deployment, use a structured approach for your implementation methodology. You will need to prepare for your implementation and determine key aspects of the design that will affect the behavior of your application. Defining requirements for an implementation includes the following tasks: Reviewing extension requirements Refining customizations and determining the availability of required data and integrations Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions and customizations, and confirming the project scope Defining your requirements also involves DCO sessions and incorporating those requirements into the application design. During these sessions, you review each of the case types and process flows that the application already provides. Update the Application Specifications with planned changes as described in About Application Specifications. The Implementation Planning Workbook helps you capture decisions as you define your requirements. You can download the Implementation Planning Workbook from the Pega Sales Automation 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

26 Customizing your application Defining the security model Customizing the user experience Application data model The application provides a set of data types, data pages, and sample data to begin implementing your application. Data modeling involves relating a conceptual model of how data items relate to each other in an application. The data model in the Pega Platform refers to a set of rules that work together to populate the data in your application. This data is displayed on the user interface to help the user process information and can help automate decisions in your sales processes. The following rule types constitute your data model: Data types The data type is another name for a class in your application. It holds data that the application uses. 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 understand the 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 Financial Services 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 Financial Services 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 remove properties from these data types depending on your requirements. You can also add new data types. Pega Sales Automation for Financial Services Implementation Guide 26

27 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 more information about data types, see Viewing data type details. Repeat these steps for any other data types, 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 system creates a default class group mapping for each case type and data type. The wizard also creates associated database tables. The wizard maps the new implementation class to the appropriate database 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

28 Connecting to customer data Before you begin your implementation, review and define the requirements for your sales team s selling model, organizational structure, and prospect and customer data types. For information and instructions on how to define the sales team requirements for your implementation, 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: Retail banking Small and medium businesses Commercial banking Wealth management Note: All market segments in the Pega Sales Automation for Financial Services application use the B2B_B2C selling mode. For each segment, Pega Sales Automation for Financial Services provides processes and work cases for each market segment, for example: Opportunity cases Default operators, roles, and access groups Portals Composite views Defining market segments Pega Sales Automation for Financial Services provides a sample application that you can use to learn the features for each product segment. The sample application includes financial data and a set of Pega Sales Automation for Financial Services Implementation Guide 28

29 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 market segment. 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 your decision 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 Financial Services implementation: An operational structure for an organization Sales territories Operators (managers, operations staff, and sales staff) For more information, see Sales team structure and authorization model in Pega Sales Automation 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 a Sales Automation for Financial Services implementation at the same time that you define the sales team 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 record your decisions during this procedure. Pega Sales Automation for Financial Services Implementation Guide 29

30 1. Click Designer Studio > Financial Services > Operational Structure. The example organizational structure is UPlus Financial Services. 2. Review this example to familiarize yourself with the types of entities that appear in the organizational chart. 3. Determine the organization, division, and unit levels of the hierarchy needed for your implementation. Defining territories Use territories to organize the sales teams into groups, for example, geographic location. Assign operators to territories and grant them read, update, and create permissions at the territory level to the work objects (accounts, contacts, leads, opportunities, organizations, and households) that are used in the Sales Automation for Financial Services application. For more information, see Sales team structure and authorization model in Pega Sales Automation for Financial Services. Use the "Territories" worksheet in the Implementation Planning Workbook to record your decisions during 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 templates when you create new operators during the build phase. When you define operators, identify the territory to which each operator should be mapped. To define operators, see Default operators and 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 your implementation. Record your decisions in the "Operator" worksheet in the Implementation Workbook. 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

31 Defining partners Use the sales operations operator that has access to the sales ops access group to set up and administer partner records. You can delegate territory and operator administration to LocalSalesOps operators within the partner organizations. For more information about the Pega Sales Automation for Financial Services default operators and roles, 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 sales representatives. For more information, see Sales team structure and authorization model in Pega 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: Pure prospects, who have no business relationship with the client organization. Pega Sales Automation for Financial Services is the system of record (SOR) for prospect data. Customers, who have an existing business relationship with the client organization and who are targets for new products and services. Pega Foundation for Financial Services is the SOR for customer data. For more information, see Prospect and customer data types in Pega Sales Automation for Financial Services. To record your decisions during this procedure, use the "Data import" worksheet in the Implementation 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 application Pega Sales Automation for Financial Services includes a set of core and optional features that you can implement to support your sales team. Each of these features requires planning for a successful implementation. Pega Sales Automation for Financial Services Implementation Guide 31