Setting up customers in Pega Sales Automation for B2B selling modes
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This article captures the best design practice for setting up customers in Pega Sales Automation for B2B selling mode. It also covers Pega Sales Automation relevant objects, for example, organization, accounts, contacts and relationships amongst them, and provides implementation guideline.
Primary audience of this article is implementation team and Sales Operations users.
Relevant objects in Pega Sales Automation
In Pega Sales Automation there are different type of objects, for example, case types, data objects, the important ones in current context are organizations, accounts, and contacts. These objects allow you to set up customers.
At the highest level, in Pega Sales Automation, organizations capture details about a customer, for example, name, revenue, number of employees, website, and so on. You can setup organization hierarchy by creating a parent organization and associating child organizations to it. For more information about organizations, see https://community.pega.com/knowledgebase/articles/pega-sales-automation/pega-sales-automation-entities - Organization.
Another objects of interest in this context are accounts. When you create a customer’s organization, Pega Sales Automation automatically creates a default account object with the same name. Sales representatives can create opportunities using and an account. For more information about accounts, see Pega Sales Automation entities.
Note: For most Pega Sales Automation implementations, setting up the organization is enough to capture customer information. That is why, the AutomaticAccountCreation dynamic system setting is set to true by default to allow the system to create a default account for each organization object.
Sales Reps can now create contacts and associate them with organizations. All contacts associated with organizations can also be associated with accounts. For more information, see Pega Sales Automation entities.
Setting up organizations
This task describes the step by step setup of customer organizations in Pega Sales Automation.
1. Log on the Pega Sales Automation as Sales Operations user. Create a new organization record in Pega Sales Automation capturing customer’s organization details, for example GE Global. At this point, leaving the parent organization blank because the hierarchy is unknown.
Note: As a part of creating the organization, Pega Sales Automation creates a default account associated with newly created organization. The account name is the same as Organization name.
2. Add new contacts (or associate the existing ones) with the newly created organization and account. In this example, there are two contacts: Jack Welch and Larry Culp.
In Pega Sales Automation, you can group contacts based on the management level and department. Contacts can also be differentiated by the Favorability rating and Influence rating. You should add relevant contacts across these groups to enhance the organization coverage.
Note: At this point, your basic setup is complete, and you can start creating opportunities for the GE Global account. You can have multiple contacts on an organization, some contacts can play key roles in specific opportunities. That is why, it is recommended to associate relevant contacts with opportunities with appropriate roles, for example, Decision Maker, Influencer or Evaluator.
3. Optional: In complex or global scenarios, single organization record might not be enough. If you have a business engagement with one of the businesses or subsidiaries of GE Global, create a new organization record assigning GE Global as its parent. In this example, GE Aviation is created.
Note: The same as in the accounts for the GE Global organization, Pega Sales Automation creates a default account associated with GE Aviation with the same name.
4. Optional: Create and manage contacts and opportunities as mentioned in step 2 above for parent organization.
The following figure shows a complete setup of organizations, accounts, and contacts for the B2B selling mode.
Note: Based on your needs, you can continue to create additional organizations at the appropriate levels in the organization hierarchy.
The steps above describe the best practice to setting up a customer’s organization in Pega Sales Automation, users are not limited to adding relevant data, for example, organizations or contacts by using the data entry screens. You can use data import tools or REST APIs to effectively upload data.