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APPLICATION OVERVIEW DOCUMENT

Sales Automation
Congratulations on completing your application definition! This document presents a summary overview of your
application as defined in the Pega platform. It encapsulates the key elements of your application's design,
highlighting its core functionalities and overall structure.

Please note that this is a high-level view and does not include granular details like data models or sample data. It's an ideal resource
for a quick reference, facilitating discussions among team members and stakeholders, and for guiding strategic decisions in your
application development process.

Blueprint ID: BP-160982

  Application Context
Organization name Industry Industry subsegment Department/function Language
REC Manufacturing Electronics Sales English

Application purpose
Sales Automation

Functional description
Pega Sales Automation optimizes the efficiency and effectiveness of your entire sales organization at every stage in the sales
lifecycle. Sales Automation offers Artificial Intelligence based guidance, process automation from lead to fulfillment, and gives
business users the flexibility to adapt your sales process. With Pega, insights find your sales reps and sales managers. You can
quickly standardize and automate the sales process, and provide management with insights across business units, products, team
members, geographies, accounts, and channels. Sales Automation is recognized by Gartner as the #1 ranked SFA solution in the
market. To get the most out of this blueprint please familiarize yourself with all of our market-leading capabilities here:
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  Workflows (Case Types)

Business Lead
A business lead contains details of a prospect who has shown some interest in the products or services offered. It is usually the
name of a person in the organization that you are selling to with the B2B selling mode.

Marketing qualification Sales acceptance Sales qualification

Send intro email Confirm qualification Confirm amount

Identify product fit Schedule phone call Determine timeframe

Initiate Sales Cadence Convert lead

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

First Name First Name of the prospect Text

Middle Name Middle name of the prospect. Text

Last Name Last Name of the prospect Text

Phone Number Phone Number of the prospect Phone

Mobile Number Mobile number of the prospect. Phone

Email Address Email Address of the prospect Text

Contact Identifies a contact if they are already in the system. Data Reference

Company Name Company Name of the prospect Text

Job Title Job Title of the prospect Text

Industry Industry of the prospect Text

Lead Owner Lead Owner Text

Lead Rating Lead Rating Text

Lead Score Lead Score Text

Lead rank Rank of lead against other leads. Text

Lead routing Lead routing inforation. Text

Lead Source Lead Source Text

Lead age Age of lead case. Integer

Territory The territory of the lead. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Amount Amount of the lead. Currency

Existing customer Identifies if the lead is an existing customer. Boolean

Address Line 1 Address Line 1 of the prospect Text

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Field Name Description Type Primary

Address Line 2 Address Line 2 of the prospect Text

City City of the prospect Text

State/Province State/Province of the prospect Text

Country Country of the prospect Text

Postal Code Postal Code of the prospect Text

Account Account of the lead. Data Reference

Account ID The ID of the account for the lead. Text

Created by User that created the case Text

Created date/time Date/time case was created Text

Description Description for this individual case instance Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Close Comments Comments for when the lead is closed. Text

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Individual Lead
An Individual Lead contains details of a prospect who has shown some interest in the products or services offered. It is usually the
name of a person that you are selling to with the B2C selling mode.

Capture Lead Information Qualify Lead Engage Lead Propose Solution

Retrieve Lead Details Is Lead Decision Maker Schedule Initial Meeting Generate Tailored Proposal

Is Lead Contactable Retrieve Lead Interaction Retrieve Lead Preferences Review Proposal with Lead
History
Assign Lead Owner Notify Meeting Schedule Is Lead Proposal Accepted
Is Lead Budget Allocated
Notify Lead Assignment Is Lead Meeting Successful Notify Proposal Decision
Assign Lead Qualification

Close Lead

Is Lead Purchase Confirmed

Record Lead Purchase

Notify Lead Purchase

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Company… The company or organization associated with the individual lead. This field is crucial… Text

Email Address The email address of the individual lead. This field is crucial for communication and… Text

Industry The industry or sector in which the individual lead's company operates. This field is… Text

Job Title The job title or role of the individual lead within their organization. This field provid… Text

Lead Name The name of the individual lead, including first name and last name. This field is use… Text

Phone… The phone number of the individual lead. This field is essential for direct… Phone

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Creation Date The date when the individual lead was first captured or entered into the sales… Date

Description Description for this individual case instance Text

Lead Source The source through which the individual lead was acquired or generated. This field… Text

Notes Any additional notes or comments relevant to the individual lead. This field allows… Text

Qualified Lead Indicates whether the individual lead has been qualified as a potential opportunity… Boolean

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

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Business Opportunity
A business opportunity is a potential sale to a customer or prospect. This is the most vital component of a sales funnel as it provides
a snapshot view of the status of the sale. It manages the guided selling process specifically for selling to businesses. Opportunities
are central to the sales pipeline and drive visibility to the sales forecast.

Qualification Analysis Proposal Decision

Determine timeframe Assess competition Develop proposal document Confirm close date

Identify stakeholders Identify sales team Build quote Finalize pricing

Determine budget Revise quote

Negotiation Closed

Prepare contract Send thank you

Request discount approval Schedule post-mortem

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

Opportunity Name The name of the opportunity Text

Opportunity Description The description of the opportunity Text

Opportunity Amount The estimated value of the opportunity Currency

Expected Close Date The expected close date of the opportunity Date

Must Win Indicates if this opportunity is considered a must win deal. Boolean

Opportunity Stage The current stage of the opportunity Text

Forecast Category The category this opportunity is under in the sales forecast. Text

Opportunity Source The channel or source through which the opportunity originated Text

Owner The sales representative assigned to the opportunity Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Account The account that this opportunity is associated with Data Reference

Account ID The ID of the account this opportunity is associated with. Text

Customer Industry The industry or sector the customer belongs to Text

Customer Email The email address of the customer or prospect Email

Customer Phone The phone number of the customer or prospect Phone

Customer Address The address of the customer or prospect Text

Customer Website The website URL of the customer or prospect Text

Product/Service The product or service associated with the opportunity Text

Discount Amount Final discounted amount. Currency

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Field Name Description Type Primary

Discount Percentage Discount percentage to apply to this opportunity. Percentage

Description Description for this individual case instance Text

Opportunity Notes Any additional notes or comments related to the opportunity Text

Opportunity Probability The probability of closing the opportunity Percentage

Close Reason The reason the opportunity was closed. Text

Win/Loss Reason The reason for the opportunity being won or lost Text

Close Comments Additional details around the closing of this opportunity. Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Active Days The number of days this opportunity has been active. Integer

Created by User that created the case Text

Created date/time Date/time case was created Text

Last Modified Date The date and time the opportunity was last modified DateTime

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Individual Opportunity
An individual opportunity is a potential sale to a customer or prospect. This is the most vital component of a sales funnel as it
provides a snapshot view of the status of the sale. It manages the guided selling process specifically for selling to individuals.
Opportunities are central to the sales pipeline and drive visibility to the sales forecast.

Capture Information Evaluate Interest Negotiate Terms Close Sale

Collect Customer Details Is Budget Allocated? Discuss Pricing Is Customer Committed?

Qualify Opportunity Is Decision Maker Identified? Approve Discount Secure Purchase Order

Is Customer Interested? Present Product Offering Is Legal Review Required? Update CRM

Notify Sales Rep Notify Sales Manager Finalize Contract Notify Finance Team

Complete Transaction

Is Product Available?

Arrange Shipment

Generate Invoice

Notify Customer

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Creation Date The date when the individual opportunity was created, providing historical… DateTime

Customer Name The name of the customer or prospect associated with the individual… Text

Opportunity ID The unique identifier for the individual opportunity, allowing for easy reference… Text

Opportunity Name The name of the individual opportunity, which provides a quick reference to the… Text

Opportunity Status The status of the individual opportunity, indicating its stage in the sales process. Text

Opportunity Type The type or category of the individual opportunity, providing additional context… Text

Opportunity Value The potential value of the individual opportunity, representing the expected… Currency

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Acquisition… The channel or method through which the individual opportunity was acquired,… Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Opportunity… The description or details of the individual opportunity, offering more… Text

Opportunity… The source or origin of the individual opportunity, indicating how the potential… Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

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Business Quote
A business quote is created from a sales opportunity and shows the products and pricing offered to a business prospect or
customer. Quotes are often revised several times and can require manager approval before being presented to a customer.

Analysis Pricing Approval Confirmation

Determine needs Identify products and Request approval Generate quote document
quantities
Manager approval Send quote to customer
Price quote

Accepted

Check customer acceptance

Update opportunity

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

Quote name Name of the quote. Text

Effective date Date the quote is effective. Date

Expiration date Date the quote expires. Date

Customer Email Email address of the prospect or customer Text

Customer Name Name of the prospect or customer receiving the quote Text

Customer Phone Phone number of the prospect or customer Text

Last Modified Date Date and time when the quote was last modified DateTime

Quote Value Total value of the quote Currency

Sales Representative Sales representative responsible for the quote Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Description Description for this individual case instance Text

Account Account the quote is associated to. Data Reference

Approval Date Date and time when the quote was approved DateTime

Approving Manager Name of the manager who approved the quote Text

Comments Additional notes or comments related to the quote Text

Created by User that created the case Text

Created date/time Date/time case was created Text

Product Name Name of the product or service offered in the quote Text

Product Price Price of the product or service offered in the quote Currency

Product Quantity Quantity of the product or service offered in the quote Integer

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Field Name Description Type Primary

Account level discount Discounts allowed at the account level. Decimal

Requires Manager Approval Indicates whether the quote requires manager approval Boolean

Rejection Reason Reason for rejection if the quote was rejected Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Individual Quote
An individual quote is created from a sales opportunity and shows the products and pricing offered to an individual prospect or
customer with B2C selling. Quotes are often revised several times and can require manager approval before being presented to a
customer.

Capture Info Prepare Quote Review Quote Present Quote

Gather Customer Details Retrieve Product List Quote Accuracy Customer Acceptance

Is Existing Customer Requires Revision Customer Approval Negotiation Required

Retrieve Product Details Manager Approval Revise Quote Notify Manager

Notify Sales Rep Ready for Presentation

Close Quote

Final Approval

Acceptance Confirmed

Generate Quote Document

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Creation Date The date and time when the quote was created. This timestamp is important for… DateTime

Customer Name The name of the individual prospect or customer for whom the quote is being… Text

Quote ID The unique identifier for the individual quote. It is generated automatically when … Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Approving… The name of the manager responsible for approving the quote. This field helps in… Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Opportunity ID The unique identifier for the sales opportunity from which the quote is created.… Text

Quote… The description of the products or services being offered in the quote. It provides… Text

Quote Status The current status of the quote, indicating whether it is in draft, pending approval… Text

Requires… A flag indicating whether the quote requires manager approval before being… Boolean

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

Sales… The sales representative responsible for creating and managing the quote. This… Text

Total Amount The total amount of the quote, representing the combined pricing of all products… Currency

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Business Account
A business account is the organization or business that products and services are being sold to in a B2B selling-mode.

Capture Information Qualify Account Negotiate Terms Close Deal

Retrieve Business Details Is Qualified Lead Is Contract Required Is Payment Received

Assign Sales Representative Budget Approved Terms Acceptance Notify Fulfillment Team

Is Existing Customer Approve Discount Legal Approval Finalize Contract

Verify Credit History Assign Account Manager Is Contract Signed Update CRM

Is Credit Approved

Complete Transaction

Confirm Delivery

Generate Invoice

Notify Account Closure

Is Feedback Received

Field Name Description Type Primary

Account Code The unique identifier or code assigned to the business account for internal… Text

Business Account… The name of the business account that products and services are being sold t… Text

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Account Creation… The date when the business account was created or onboarded. DateTime

Account Status The status of the business account (e.g., active, inactive, pending). Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Industry Sector The industry or sector in which the business account operates. Text

Primary Address The physical address of the business account's primary location. Text

Primary Contact… The email address of the primary contact person within the business account. Email

Primary Contact… The primary contact person's name within the business account. Text

Primary Contact… The phone number of the primary contact person within the business account. Phone

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Total Sales Value The total revenue or value of sales generated from the business account. Currency

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Consumer Account
The consumer account is an economic decision-making unit. It Is a logical or physical group to which a product or service is sold in a
B2C selling mode.

Capture Information Assess Creditworthiness Create Sales Order Fulfill Sales Order

Validate Consumer Retrieve Credit Score Generate Sales Order Initiate Order Fulfillment
Information
Credit Score Threshold Met Is Credit Limit Sufficient Is Order Ready for Shipment
Is Consumer Credit Worthy
Assign Credit Analyst Assign Sales Operations Assign Shipping Team
Assign Sales Rep
Notify Credit Assessment Notify Sales Order Creation Notify Order Fulfillment
Notify Consumer Account
Creation
Approve Credit Limit Approve Sales Order Approve Order Shipment
Approve Consumer Account

Close Account

Update Account Status

Is Outstanding Balance
Cleared

Notify Account Closure

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Consumer… The unique identifier for the consumer account within the sales automation… Text

Consumer… The name of the consumer account, which can be an individual's name or the… Text

Contact Email… The primary contact email address for the consumer account. It is essential for… Email

Contact Person… The contact person's name associated with the consumer account. It is crucial f… Text

Contact Phone… The primary contact phone number for the consumer account. It is essential for… Phone

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Account Status The status of the consumer account, indicating whether it is active, inactive, or… Text

Address The physical address of the consumer account, including street address, city,… Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Creation Date The date when the consumer account was created or added to the sales… Date

Description Description for this individual case instance Text

Industry/Sector The industry or sector to which the consumer account belongs. It provides… Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

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Field Name Description Type Primary

Total Revenue The total revenue generated from the consumer account over a specific period. … Currency

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Household Account
A grouping of contacts with the ability to identify a contact as the head of household. Households often represent a family unit that
is purchasing products.

Capture Information Validate Household Data Approve Household Account Notify Household Members

Identify Head of Household Is Data Accurate Review and Approve Account Send Account Creation
Notification
Is Head of Household Update Household Data Is Account Approved
Identified Update CRM with Household
Account
Data Validation Complete
Assign Household Members
Are Notifications Sent
Is Household Information
Complete

Finalize Household Account

Set Account Status to Active

Is Account Finalized

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Email Address The primary email address of the household. Text

Household Head The name of the head of the household. Text

Phone Number The primary phone number of the household. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Address The physical address of the household. Text

City The city where the household is located. Text

Country The country where the household is located. Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Industry The industry or sector to which the household belongs. Text

Number of Contacts The number of contacts within the household. Text

Postal Code The postal code of the household's location. Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

State The state or region where the household is located. Text

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Contact
A person that is a prospect or customer. For individual selling, they are the person interested in making a personal purchase. For
business selling, they are the people associated to an organization that are interested in making a purchase for that organization.

Capture Information Qualify Interest Offer Presentation Negotiation

Gather Contact Details Is Prospect Interested in Prepare Presentation Material Is Negotiation Required?
Product Demo?
Is Prospect Interested in Is Customization Required? Assign Negotiation Team
Personal Purchase? Assign Sales Rep
Generate Customized Is Counter Offer Made?
Is Organization Interested in Is Budget Available? Proposal
Purchase?
Notify Counter Offer
Notify Sales Rep Assignment Review and Approve Proposal
Is Prospect Associated with an
Organization? Is Agreement Reached?
Is Purchase Timeline Defined? Is Legal Review Required?
Is Organization a Customer?

Close Deal

Review and Approve Contract

Assign Contract Signatories

Generate Invoice

Notify Contract Approval

Is Follow-Up Activity
Required?

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Contact Name The full name of the contact person, including first name and last name. For… Text

Email Address The email address of the contact person. Text

Job Title The job title or role of the contact person within their organization. Text

Organization… The name of the organization to which the contact person is associated. Text

Phone Number The primary phone number of the contact person. Phone

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

City The city where the organization is located. Text

Country The country where the organization is located. Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Organization… The street address of the organization's location. Text

Postal/ZIP Code The postal or ZIP code of the organization's location. Text

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Field Name Description Type Primary

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

State/Province The state or province where the organization is located. Text

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Activity
Activities are used to track and monitor important customer communications and interactions including phone calls, chat sessions
and other digital activity.

Create Close

Capture activity type Add notes and outcome

Associate to prospect

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

Activity Subject Subject or topic of the activity Text

Start DateTime Date and time when the activity was initiated DateTime

Activity Description Description or details about the activity Text

Communication type Type of communication used to reach contact. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Contact Name Name of the person or organization associated with the activity Text

Contact Phone Phone number of the contact Text

Contact Email Email address of the contact Text

Activity Location Location or address where the activity took place Text

Activity Notes Notes or comments related to the activity Text

Activity Outcome Outcome or result of the activity Text

Activity Source Source or channel through which the activity was initiated Text

Activity Type Type or category of the activity (e.g., phone call, email, meeting) Text

Related Opportunity Related opportunity or deal associated with the activity Text

Owner Name of the sales representative responsible for the activity Text

Additional Contact Information Additional contact information for the activity Text

Created by User that created the case Text

Created date/time Date/time case was created Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Description Description for this individual case instance Text

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Appointment
Appointments are scheduled meetings with customers or prospects, either in-person, via phone or video meeting. The appointment
case drives the Prepare for meeting and Post-meeting analysis features.

Schedule Prepare Meeting Post-Meeting

Schedule Appointment Generate meeting briefing Consider Next Best Offers Generate post-meeting
analysis
Confirm attendance
Send follow-up email

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

Appointment Name The name of the appointment Text

Appointment Purpose The purpose or objective of the appointment Text

Scheduled Date and… The date and time when the appointment is scheduled DateTime

Meeting duration Duration of meeting. Text

Agenda The agenda or topics to be discussed during the appointment Text

Attendee Name The name of the customer or prospect attending the appointment Text

Attendee Contact The contact information of the attendee (phone, email, etc.) Text

Location The location where the appointment will take place Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Owner The assigned sales representative for the appointment Text

Meeting type The channel or medium through which the appointment will be conducted… Text

Account The assigned account or customer associated with the appointment Text

Attachments Any attachments or supporting documents related to the appointment Text

Source The source or origin of the appointment (lead source, referral, etc.) Text

Description Description for this individual case instance Text

Notes Any additional notes or comments related to the appointment Text

Outcome The outcome or result of the appointment Text

Preparation… Any specific requirements or preparations for the appointment Text

Product/Service The product or service being discussed or presented during the appointment Text

Created by User that created the case Text

Created date/time Date/time case was created Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Email
An email case type is an email in Sales Automation that is synched with emails in your email server.

Capture Email Details Evaluate Email Content Engage Customer or Prospect Take Necessary Actions

Assign Email to Sales Rep Is Email Legitimate? Is Email Response Required? Is Email Request for Product
Information?
Is Email Relevant to Does Email Require Assign Email Response to
Opportunity? Immediate Action? Sales Rep Is Email Request for Pricing?

Sync Email with Email Server Notify Sales Manager Notify Customer Support Approve Discount Request
Team
Is Email from Existing Categorize Email Content Is Email Related to Order
Customer? Update Customer Interaction Confirmation?
Is Email Related to Support History
Is Email High Priority? Request? Notify Sales Operations Team
Is Email Related to Upcoming
Meeting?

Resolve Email Case

Is Email Case Resolved?

Update Email Case Status

Notify Email Sender

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Email Subject The subject line of the email. Text

Received Date and Time The date and time when the email was received. DateTime

Recipient Email The recipient of the email. Text

Sender Email The sender of the email. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Email Attachments Any attachments or files associated with the email. Text

Email Body The body content of the email. Text

Email Category The category or type of the email (e.g., inquiry, complaint, feedback). Text

Email Notes Any notes or comments related to the email. Text

Email Priority The priority level of the email (e.g., high, medium, low). Text

Email Status The status of the email (e.g., open, closed, pending). Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Bulk Email
This case type manages the bulk email process which sends emails to a distribution list. Emails are configured using a template or
manually. Statistics for access to the email are captured in the bulk email case.

Capture Information Configure Email Send Email Monitor Performance

Retrieve Distribution List Select Email Template Assign Email Recipients Retrieve Email Statistics

Use Template or Manual Modify Template Content Send Bulk Email Analyze Email Engagement

Assign Email Configuration Review and Approve Settings Notify Email Sent Notify Low Engagement

Approve Email Content Validate Email Configuration Track Email Access Optimize Email Content

Capture Email Statistics Enable Tracking Capture Email Access Update Email Template
Statistics

Conclude Process

Evaluate Email Performance

Notify Process Conclusion

Archive Email Data

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Distribution List The name of the distribution list to which the bulk email will be sent. This field is… Text

Email Body The body or content of the email message. This field contains the main message… Text

Email Subject The subject line of the email message. This field is crucial for capturing the… Text

Email Template The name of the email template used for configuring the bulk email. This field is… Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Email Identifier The unique identifier or code associated with the bulk email. This field provides a… Text

Email Status The status of the bulk email, indicating whether it has been sent, scheduled, or an… Text

Email Tags Additional tags or labels associated with the bulk email for categorization or… Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

Scheduled Sen… The scheduled date and time for sending the bulk email. This field captures the… DateTime

Sender's Email… The sender's email address for the bulk email. This field records the email addres… Text

Sender's Name The name of the sender of the bulk email. This field identifies the individual or… Text

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Task
Tasks are reminders and assignments for future work. Can be a reminder to send a contract, approve a discount or complete a
quote.

Create Open Close

Set due date and priority Review task list Capture notes

Associate to prospect Complete by due date Close

Field Name Description Type Primary

Case ID Unique identifier this individual case instance Text

Case Label Label for this individual case instance Text

Task Name The name of the task Text

Task Description The description of the task Text

Assigned To The assigned user or team responsible for the task Text

Due Date The due date for completing the task DateTime

Priority The priority level of the task Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Description Description for this individual case instance Text

Task Account The associated account or customer for the task Text

Task Category The category or type of the task Text

Task Channel The channel or medium through which the task was generated Text

Task Contact The contact person or entity related to the task Text

Task Lead The related lead or potential customer for the task Text

Task Notes Any additional notes or comments about the task Text

Task Opportunity The related opportunity or sales deal for the task Text

Task Product The associated product or service for the task Text

Task Source The source or origin of the task Text

Task Subcategory The subcategory or specific classification of the task Text

Created by User that created the case Text

Created date/time Date/time case was created Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Territory
Territories are used to model sales territories owned by sales reps and managers. They drive access to cases, sales forecasting and
pipeline reporting. They are often geographic dimensions but can also be aligned with industries in a matrixed sales organization.

Capture Territory Information Define Territory Access Validate Territory Alignment Approve Territory Setup

Assign Territory Owner Assign Case Access Is Territory Aligned with Sales Obtain Sales Rep Approval
Reps?
Is Territory Geographic? Assign Forecasting Access Obtain Manager Approval
Is Territory Aligned with
Managers?
Is Territory Industry-Aligned? Assign Reporting Access Is Approval Granted?
Verify Industry Alignment
Validate Territory Data Update Access Rights Notify Approval Status
Notify Alignment Issues

Finalize Territory Setup

Update Territory Records

Notify Setup Completion

Is Territory Setup Complete?

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Territory Dimension The geographic or industry dimension of the sales territory. Text

Territory Name The name of the sales territory. Text

Territory Owner The sales rep or manager responsible for the territory. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Assigned Accounts The accounts or customers assigned to the sales territory. Text

Associated Products/Services The products or services associated with the sales territory. Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Distribution Channel The channel or distribution channel related to the sales territory. Text

Geographic Coverage The geographic region covered by the sales territory. Text

Market Alignment The industry or market segment aligned with the sales territory. Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Territory Description The description or details about the sales territory. Text

Territory Status The status or phase of the sales territory (e.g., active, inactive). Text

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Territory Dimension
Defines details about the territory.

Capture Details Plan Strategy Execute Plan Review Performance

Gather Territory Data Assign Sales Targets Assign Sales Resources Generate Sales Report

Verify Territory Information Analyze Competitor Update Customer Data Assess Market Response
Landscape
Validate Territory Data Evaluate Sales Performance Approve Performance Review
Generate Sales Forecast
Notify Data Collection Notify Sales Milestone
Approve Strategy Plan
Evaluate Territory Potential

Conclude Analysis

Analyze Profitability

Approve Territory Analysis

Notify Analysis Conclusion

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Territory ID The unique identifier for the territory, typically alphanumeric and may include a… Text

Territory Name The name of the territory, providing a clear and descriptive label for the territory. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

Territory… The assigned account or customer list linked to the territory, identifying the entiti… Text

Territory… The contact information for the primary point of contact associated with the… Text

Territory… The description of the territory, offering additional details and context about the… Text

Territory Owner The assigned sales representative or manager responsible for the territory,… Text

Territory Quota The sales quota or target associated with the territory, specifying the expected… Text

Territory Region The region or area covered by the territory, specifying the geographical boundari… Text

Territory Status The status of the territory, indicating whether it is active, inactive, or under review… Text

Territory Type The type or category of the territory, providing classification based on specific… Text

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Sales Goal
Sales Goals are defined for each sales rep, sales manager or territory. The are the selling goals that sales reps strive to achieve.

Capture Goals Create Action Plan Execute Action Plan Review Performance

Assign Sales Goals Assign Action Plan Tasks Assign Action Plan Tasks Assign Performance Review

Is a Goal Member Action Plan Priority Action Plan Progress Performance Metrics
Evaluation
Retrieve Previous Goals Generate Action Plan Update Action Plan Status
Template Generate Performance Report
Approve Sales Goals Approve Action Plan
Approve Action Plan Completion Approve Performance Review
Notify Sales Goals Approval
Notify Action Plan Approval Notify Action Plan Completion Notify Performance Review
Outcome

Conclude Sales Goal

Goal Achievement
Assessment

Update Sales Goal Status

Approve Sales Goal

Notify Sales Goal Outcome

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Goal End Date The Goal End Date specifies the deadline by which the sales rep is required to… Date

Goal Start Date The Goal Start Date indicates the date when the sales goal becomes effective an… Date

Sales Rep Name The Sales Rep Name identifies the sales representative responsible for achieving… Text

Target Amount The Target Amount represents the monetary value that the sales rep is aiming t… Currency

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Account Name The Account Name specifies the customer account associated with the sales goa… Text

Achievement… The Achievement Percentage indicates the proportion of the sales goal that has… Percentage

Channel The Channel indicates the sales channel through which the sales rep is expected… Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Current… The Current Performance represents the actual sales performance of the sales… Integer

Description Description for this individual case instance Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

Sales Manager… The Sales Manager Name identifies the manager responsible for overseeing the… Text

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Field Name Description Type Primary

Territory Name The Territory Name denotes the specific sales territory for which the sales goal i… Text

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Product
The Product case type manages the products in your SA system. It can be the SOR or be synched with your external Product SOR.

Capture Product Information Process Product Updates Manage Product Lifecycle Resolve Product Issues

Retrieve Product Data Is Update Authorized? Is Product Discontinued? Is Issue Critical?

Is Product SOR Synced? Approve Product Changes Approve Product End-of-Life Assign Support Team

Assign Product Owner Update Product Record Archive Product Data Resolve Product Issue

Notify Sales Team Notify Stakeholders Notify Sales Team Notify Customer

Close Product Case

Is Product Ready for Closure?

Approve Product Closure

Close Product Case

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Product Category The product category classifies the product into a specific group or type, such as… Text

Product… The product description provides detailed information about the product,… Text

Product Name The product name uniquely identifies the product in the system and is used for… Text

Product Price The product price represents the cost of the product in the specified currency,… Currency

Product SKU The product SKU (Stock Keeping Unit) is a unique code assigned to the product f… Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Product… The product dimensions outline the physical size and measurements of the… Text

Product Lead… The product lead time specifies the time required to fulfill an order for the… Text

Product… The product manufacturer is the company or entity that produces or supplies th… Text

Product Supplier The product supplier is the company or entity from which the product is sourced… Text

Product Warranty The product warranty details the terms and conditions of the warranty associate… Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

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Price Book
This case type manages the price books for your products and services. Price Books are defined for specific customer segments,
regions and agreements. They are referenced during the quoting process ensuring accurate and consistent pricing. Each line item in
a quote can be associated with its own Price Book.

Capture Details Define Pricing Associate with Quote Monitor Usage

Retrieve Customer Segments Retrieve Product Data Is Line Item Customizable? Retrieve Usage Data

Fetch Regional Data Is Custom Pricing Needed? Assign Price Book to Line Item Is Price Book Effective?

Is Agreement Specific? Approve Price Book Update Quote Pricing Notify Price Book Manager

Assign Price Book Owner Notify Sales Team

Resolve Outcome

Final Price Book Approval

Notify Stakeholders

Field Name Description Type Primary

Agreement The agreement for which the price book is defined. Text

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Customer Segment The customer segment for which the price book is defined. Text

Price Book ID The unique identifier for the price book. Text

Price Book Name The name of the price book. Text

Region The region for which the price book is defined. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created By The user who created the price book. Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Creation Date The date when the price book was created. DateTime

Description Description for this individual case instance Text

Last Modified By The user who last modified the price book. Text

Last Modified Date The date when the price book is last modified. DateTime

Price The price of the product or service in the price book. Currency

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Competitor
A competitor case type describes those you are competing with to close business. There can be multiple competitors on an
opportunity. Prospects sometimes share quotes from competitors and these can be tracked as part of the sales quoting process.

Capture Competitor Analyze Competitor Strengths Develop Competitive Execute Competitive Strategy
Information Response
Extract Product Portfolio Allocate Resources
Collect Competitor Profile Is Response Defensive or
Does Competitor Have Offensive? Approve Marketing Campaign
Is Competitor a Direct Threat? Technology Edge?
Formulate Counter Strategy Monitor Competitor Activities
Retrieve Competitor Analyze Pricing Strategy
Financials Approve Response Plan Implement Sales Tactics
Is Competitor Expanding
Notify Sales Leadership Market Share? Notify Sales Team Notify Leadership on Progress
Identify Competitor
Assign Competitor Strategy Weaknesses Update Pricing Model

Evaluate Competitive
Outcome

Generate Competitive
Analysis Report

Did Strategy Achieve

Approve Adjustments

Notify Sales Operations

Update Competitor Profile

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Competitor Name The name of the competitor company. This field contains the full legal name o… Text

Description A brief description of the competitor's products, services, and market… Text

Primary Contact The primary contact person at the competitor company, including their full… Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Annual Revenue The annual revenue of the competitor organization, providing insight into thei… Text

Competitive… Key strengths or advantages of the competitor in the market, such as unique… Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Headquarters… The main headquarters location of the competitor, including city, state, and… Text

Industry The industry or industries in which the competitor operates, such as… Text

Legal/Regulatory… Any ongoing or historical legal or regulatory issues involving the competitor,… Text

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Field Name Description Type Primary

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Weaknesses Any known weaknesses or vulnerabilities of the competitor, such as financial… Text

Website The website address of the competitor company, providing additional… URL

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Relationship Map
The Relationship Map case type lets you define relationships between entities such as contacts or accounts. It can be used to define
the buyers on an opportunity or an org chart for an account.

Capture Data Define Relationships Validate Relationships Update Records

Validate Contact Information Assign Relationship Owner Check Relationship Update Contact Records
Consistency
Assign Relationship Type Is Cross-Sell Opportunity Update Account Records
Are Relationships Valid
Is Primary Contact Is Up-Sell Opportunity Notify Record Update
Notify Relationship Validation
Notify Entity Update Update Opportunity Data

Update Relationship Map Notify Relationship Owners

Finalize Relationship Map

Review Relationship Map

Notify Relationship Map

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Description The Description provides a detailed explanation of the relationship between entities… Text

End Date The End Date signifies the termination date of the relationship between entities. It is… Text

Relationship… The Relationship Type indicates the nature of the relationship between entities, suc… Text

Start Date The Start Date represents the date when the relationship between entities was… Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Category The Category categorizes the type or classification of the relationship between… Text

Created by User that created the case Text

Created… Date/time case was created DateTime

Description Description for this individual case instance Text

Notes The Notes field allows for capturing additional comments, observations, or remarks… Text

Owner The Owner identifies the individual or entity responsible for managing or overseeing… Text

Resolved by User that resolved the case Text

Resolved… Date/time case was resolved DateTime

Source The Source of the relationship refers to the origin or channel through which the… Text

Status The Status represents the current state or condition of the relationship between… Text

Strength The Strength indicates the level of influence or significance of the relationship… Text

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Relationship Template
A Relationship Template defines the buyer personas for given selling engagement which could be for products, services or selling
into a particular industry. A Sales Ops person creates these templates that can then be used by the Sales Rep to facilitate the
creation of a Relationship Map.

Capture Information Validate Template Implement Template Review Results

Gather Buyer Personas Review Buyer Personas Train Sales Reps Gather Feedback

Is Industry Specific Is Template Complete Is Adoption Successful Is Template Effective

Define Selling Engagement Validate Selling Engagement Monitor Template Usage Analyze Sales Data

Needs Customization Needs Revision Notify Sales Ops Needs Improvement

Create Relationship Template Finalize Relationship Template Update Relationship Map Implement Template Changes

Conclude Relationship
Template

Approve Relationship
Template

Is Template Accepted

Notify Sales Reps

Field Name Description Type Primary

Buyer Persona The name of the buyer persona associated with the selling engagement. For… Text

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Industry The industry for which the selling engagement is targeted, such as… Text

Product/Service Type The type of product or service being sold in the engagement, for instance,… Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Description Description for this individual case instance Text

Engagement… The date and time when the selling engagement was initiated or the… DateTime

Geography The geographical location associated with the selling engagement, for… Text

Primary Contact Info The contact information for the primary point of contact associated with the… Text

Related Documents… The URL link to any relevant documents or resources related to the selling… Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

Sales Channel The channels through which the sales engagement is conducted, such as… Text

Target Account The specific account or company to which the selling engagement is directed,… Text

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Field Name Description Type Primary

Team Members The team members involved in the selling engagement, for instance, 'Sales R… Text

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Recommendation
This case type manages the recommendations used by coaching tips in Sales Automation.

Capture Data Evaluate Recommendation Process Recommendation Fulfillment Process

Collect Customer Information Review Recommendation Generate Order Form Update Inventory
Details
Retrieve Purchase History Assign Sales Representative Is Product Available
Is Recommended Product
Available
Is High Value Customer Notify Fulfillment Team Approve Shipment
Approve Recommendation
Notify Sales Manager Is Order Confirmed Notify Customer
Notify Customer
Is Customer Satisfied
Is Customer Interested

Close Recommendation

Final Approval

Notify Stakeholders

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Recommendation Description The description or details of the recommendation. Text

Recommendation ID The unique identifier for the recommendation. Text

Recommendation Name The name or title of the recommendation. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Creation Date The date and time when the recommendation was created. DateTime

Description Description for this individual case instance Text

Last Updated Date The date and time when the recommendation was last updated. DateTime

Recommendation Category The category or type of the recommendation. Text

Recommendation Priority The priority level of the recommendation. Text

Recommendation Recipient The target audience or recipient of the recommendation. Text

Recommendation Source The source or origin of the recommendation. Text

Recommendation Status The status of the recommendation (e.g., pending, approved, rejected). Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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Sales Chatbot
This Sales Chatbot case type manages the behaviors of a chatbot in digital messaging.

Capture Information Process User Request Execute Action Monitor Response

Gather User Input Interpret User Request Assign Action Task Analyze User Feedback

Identify User Intent Validate User Request Execute Task Evaluate User Satisfaction

Analyze User Input Retrieve Customer Data Notify User of Completion Notify Admin of Feedback

Notify User of Action

Conclude Interaction

Check for Further Assistance

Close Interaction

Notify User of Closure

Field Name Description Type Primary

Case ID Unique identifier for this individual case instance Text

Case Label Label for this individual case instance Text

Chatbot Name The name of the chatbot being used for the conversation. Text

Conversation End… The date and time when the chatbot conversation ended. Text

Conversation… The outcome or result of the chatbot conversation (e.g., successful sale,… Text

Conversation Start… The date and time when the chatbot conversation was initiated. Text

Customer ID The unique identifier of the customer or account interacting with the chatbot. Text

Urgency Priority/urgency of the case Decimal

Work Status Work status of the case Text

Chatbot Response The response or action generated by the chatbot during the conversation. Text

Conversation Channel The channel or platform where the chatbot conversation took place (e.g.,… Text

Created by User that created the case Text

Created date/time Date/time case was created DateTime

Customer Message The specific message or input from the customer during the chatbot… Text

Description Description for this individual case instance Text

Handling Team The department or team within the organization responsible for handling th… Text

Priority Level The priority level assigned to the chatbot conversation outcome for further… Text

Resolved by User that resolved the case Text

Resolved date/time Date/time case was resolved DateTime

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  Data Objects & Integrations

Account
Accounts represent the customer or prospect being sold to. They can represent B2B organizations or B2C individuals.

Contact
A person that is a prospect or customer. For Individual selling, they are the person interested in making a personal purchase.

Household
A grouping of contacts with the ability to identify a contact as the head of household. Households often represent a family unit that
is purchasing products.

Competitor
An account that you are competing with to close business, there can be multiple competitors on an opportunity. Prospects
sometimes share quotes from competitors and these can be tracked as part of the sales quoting process.

Product
Products are the goods and services sold to customers. Products are often represented in a hierarchy of product groups and
families, and are tracked on opportunities and quote line items.

Territory
Territories are used to model sales territories owned by sales reps and managers. They drive access to cases, sales forecasting and
pipeline reporting. They are often geographic dimensions but can also be aligned with industries in a matrixed sales organization.

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  Personas

Sales Representative
The Sales Representative persona is responsible for prospecting new leads, managing customer accounts, and closing sales deals
within the Sales Automation application. They actively participate in the lead qualification and opportunity management processes,
update customer information, and track sales activities and progress.

Sales Manager
The Sales Manager persona oversees the sales team's performance and ensures that sales targets are met. They use the Sales
Automation application to monitor sales activities, review and approve sales opportunities, provide coaching and guidance to sales
representatives, and generate performance reports for analysis and decision-making.

Sales Operations
Sales Operations ensures that the sales organization run smoothy. Responsible for supporting the sales team by managing
competitors and competitor products, products, territory dimensions, territory and relationship templates, and administrating data.
Sales operations users also have access to the entire application, so that they can ensure it is correctly set up for daily use.

Partner Seller
Partner sellers are external operators that work for partners but use your CRM to manage their sales pipeline for your products.
Acts like a Sales Representative, except that they are employed by a partner and may be required to submit a deal for an existing
client of the organization. Partner Reps are expected to bring new clients as well as work with existing clients of the organization.

Administrator
Common for all applications. admins manages the entire application and performs advanced tasks. Has access to both App and Dev
Studio. Sees data and can access to all territories. Acts as a super admin for the system, supports the sales teams by managing
territories, users, and administrating data.

Channel Manager
Channel managers nurture relationships with partner organizations, manages marketing development funds, and partner
onboarding content.

Partner Manager
Sales managers employed by a partner and may be required to submit a deal for an existing client of the organization. Partner
managers collaborate with Channel Managers to improve sales performance.

By utilizing this file, you agree that the file and the contents are confidential and are provided solely for use with Pegasystems applications and products. Information in this
file may have been generated by artificial intelligence and should be validated by a human prior to use. This file is provided as is. ©2024 Pegasystems Inc.

©2024 Pegasystems Inc.

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