Migrate from Pega Customer Engagement Suite to monday CRM

Pega Cases map directly to Monday.com Items. The Case Type maps to a Board; case stages map to Status column values within that Board; Priority and SLA deadline map to Priority and Due Date columns. The pyStatusWork field determines the Status column value at migration. Historical case assignments transfer to the Assignee column. Cases that span multiple work groups map to Board Groups representing organizational ownership.

Pega Entities are the core data model objects and map to Monday.com Contacts (person-type entities) or Companies (organization-type entities). We identify entity type from Pega class inheritance and map accordingly. Custom entity properties become custom columns on the Monday.com Contact or Company record. Organizations with multiple custom Pega entities often need multiple Boards to avoid column overloading.

Work Objects are case instances with history. We migrate Work Object records as Item Updates in the Monday.com Activity Timeline, preserving pyStatusWork status transitions, assignment changes, and SLA events as chronological entries. This preserves audit trail context in a flat timeline format that Monday.com natively supports.

Pega Customer Profiles store contact information, interaction preferences, and behavioral data. Standard fields (name, email, phone, organization) map to Monday CRM Contact fields. Custom profile properties that have no Monday CRM standard field equivalent migrate as custom Contact Property columns. Relationship data between Customer Profiles and Companies resolves to Monday CRM Contact-Company linkage at migration time.

Pega Data Pages are cached data structures used by applications to retrieve information at runtime. We extract Data Page field names, data types, and the latest cached values and map them to Monday.com custom column equivalents on the relevant Item type. Data Page values that represent shared reference data (lists, lookup tables) are documented as candidates for Monday.com Lookup columns or integration-based lookups.

Pega Case Types define the workflow template for cases including stages, steps, assignments, and routing rules. These are Pega-specific and cannot be exported in a machine-readable format. We document each Case Type with its name, stage sequence, step definitions, SLA configuration, and routing logic as a written specification. The customer's Monday.com admin uses this to configure equivalent Boards (one per Case Type), Groups (case stages), and Status column values.

Pega case assignments, status transitions, and work basket events are engagement events in Pega's data model. We migrate these as Monday.com Item Updates in the Activity Timeline, preserving the timestamp, actor, and event description. This gives Monday.com users a readable audit trail of what happened on each case without requiring a custom object.

Pega custom fields extend standard objects and are tied to Rules. We extract field names, Pega data types (Text, Integer, DateTime, Boolean, Decimal), and all populated values. Type mapping to Monday.com column types (Text, Number, Date, Status, Person, etc.) happens during discovery. Mixed-type Pega fields must be split into multiple Monday.com columns to maintain data integrity.

Pega's Next-Best-Action decisioning engine and AI-driven routing rules are platform-specific logic trees that cannot be extracted or translated to any other CRM. We document every Decision component, engagement policy, and action rule identified in the source system as a written specification for manual rebuild in Monday Automations or via third-party AI tools. This is a high-severity gap for organizations relying on Pega's adaptive decisioning; we flag it explicitly in scoping.