Migrate from Pega Customer Engagement Suite to Nutshell

Pega Customer Profiles store contact information, interaction history, and preferences. Standard fields (name, email, phone, address) map directly to Nutshell Contact fields. The associated Pega Entity (representing the organization or account) maps to a Nutshell Company record, linked via the Contact. We resolve the entity-to-company relationship using the primaryEntity or accountReference field on the Customer Profile to establish the Contact-to-Company link in Nutshell.

Pega Entities are the organizational data model objects that map to database tables, often representing companies, accounts, or organizational units. We map each Entity to a Nutshell Company, using the Entity name as the Company name and extracting standard address and classification fields. Custom Entity properties become Nutshell custom fields on the Company record. The Entity's unique identifier (pzInsKey) is preserved in a custom field for audit trail purposes.

Pega Work Objects are case instances created from Case Type templates with status, priority, assignment, and SLA metadata. Active and in-progress cases cannot be recreated as functional cases in Nutshell because Nutshell does not support a case-management workflow model. We migrate completed or historical cases as closed Deals with the original case stage preserved in a custom field, and we attach the case summary as a Note on the associated Contact or Company. pyStatusWork and pyAssignment fields are documented for admin reference.

Pega Case Types define templates including stages, steps, assignments, and routing rules. These use Pega-specific syntax that does not translate to Nutshell's CRM model. We document each Case Type as a written specification describing the original stage progression, assignment rules, and SLA thresholds, and the customer's admin decides how to replicate the process intent within Nutshell's Deal stages and task automation. Stage probability mapping from Pega to Nutshell Deal stage percentages requires manual configuration in Nutshell.

Pega organizations frequently extend the data model with custom Entities beyond Pega's standard ones. We map each custom Entity to a set of custom fields on the most appropriate Nutshell standard object (typically Company or Contact). Custom Entity properties with relational dependencies require careful dependency ordering because Nutshell does not support cross-object lookup relationships outside the standard Contact-to-Company link. We extract the data type for each custom property and map to the closest Nutshell-supported field type (text, number, date, picklist, or checkbox).

Pega Data Pages are cached data structures used to retrieve and display information within Pega applications. We extract the current cached values from each Data Page and map them to custom fields on the associated Customer Profile or Entity record in Nutshell. Data Pages with complex nested structures are flattened into a series of named custom fields. Historical Data Page values that represent derived calculations (totals, scores, classifications) are preserved as read-only custom fields with their source documented.

Pega engagement history includes case assignments, SLA breaches, and work object status changes. We map Pega engagement records to Nutshell Tasks with the original Pega timestamp preserved as the Activity Date, the engagement type mapped to Task subject, and the full engagement details stored in the Task body. SLA status and assignment fields are preserved in custom fields on the Nutshell Task for audit trail completeness.

Pega's Next-Best-Action decision rules and Customer Decision Hub configurations are AI-driven logic trees specific to Pega's decisioning engine. Nutshell has no decisioning engine, propensity scoring, or next-best-action capability. These rules cannot be extracted and re-created in Nutshell. We deliver a written decision logic inventory documenting each active decision rule's trigger conditions, offer hierarchy, and action outcomes for the customer's admin to evaluate whether equivalent business logic can be approximated using Nutshell automation rules or a separate decisioning tool.