Migrate from Pega Customer Engagement Suite to Pipedrive

Pega Customer Profile records map to Pipedrive Person with name, email, phone, and address fields transferred directly. Custom properties on Customer Profile migrate to Pipedrive custom fields scoped to the Person object. The primary Customer Profile identifier (pyID) is stored as a legacy_id custom field for cross-system audit. Organization linkage in Pega maps to a Person-Organization relationship in Pipedrive via the org_id field.

Pega Cases require the most design decisions. Active Cases that map to open sales opportunities become Pipedrive Deals with the Case subject as Deal title, Case priority as Deal probability or a custom field, and the case's customer reference as a linked Person or Organization. Closed Cases (Resolved, Closed) have no native Pipedrive equivalent for active pipeline management; we migrate these as Person Activities with a custom type field 'Pega Case History' preserving the full case text, status, and resolution. This ensures audit continuity without cluttering the active pipeline.

Work Objects are case instances created from Case Type templates. We extract pyStatusWork, pyAssignment, and stage metadata from each Work Object and map open-stage work objects to Pipedrive Deals with the stage value translated to the closest Pipedrive pipeline stage. Historical work objects with closed statuses migrate as completed Activities with a custom Work Object ID field.

Pega custom Entities (organization data tables beyond Customer Profile) map to Pipedrive Organizations if they represent company-level data, or to custom fields on the Person or Deal object if they represent attributes. During scoping we audit the Entity list to determine which Entities have one-to-many relationships (requiring Organizations) versus which are denormalized properties (custom fields). Entities with more than 1,000 records and a name property default to Organization mapping.

Data Pages in Pega cache external data for application use. We extract the cached values and assess whether they represent reference data (lists, enumerations that map to Pipedrive picklist custom fields) or transactional records (migrated as Activities against the parent Customer Profile). Reference data with fewer than 200 rows migrates as Pipedrive picklist or multi-select custom fields; larger reference datasets migrate as read-only Activities for audit.

Pega Case Types define templates including stages, assignments, and routing rules. We document Case Type configurations as specifications for manual rebuild in Pipedrive because Pega's low-code BPMN-adjacent syntax does not translate to Pipedrive's visual deal automation. The documentation includes stage mapping recommendations (which Pega stages map to which Pipedrive pipeline stages) and assignment rule logic translated to Pipedrive's activity-assignment model.

Pega engagement history (calls, emails, meetings attached to Cases or Work Objects) migrates to Pipedrive Activities linked to the corresponding Person or Deal. Each activity type maps to a Pipedrive Activity type: email to email, call to call, meeting to meeting. The original Pega timestamp becomes the Pipedrive Activity due_date. Note that Pega's co-browse and screen-share engagement types have no Pipedrive equivalent and are documented as not migrated.

Pega custom fields on any object (Case, Work Object, Customer Profile) migrate to Pipedrive custom fields on the equivalent object. Field type mapping follows: Pega Text maps to Pipedrive varchar, Pega Integer to int, Pega Decimal to double, Pega DateTime to date, Pega Boolean to varchar with yes/no values. Multi-select Pega fields with enumerated values map to Pipedrive options fields. Custom field metadata (pyFieldName, pxPropertyName) is preserved as a field mapping document for the customer's Pipedrive admin.

Pega Operators map to Pipedrive Users by email address. We extract every operator referenced on Cases, Work Objects, and Customer Profiles during discovery. Any Operator without a matching Pipedrive User is placed in a reconciliation queue for the customer's admin to provision before production migration. Inactive Pega Operators map to inactive Pipedrive Users so that assignment history is preserved without creating phantom active users.

Pega's Next-Best-Action decision rules and Decision Manager configurations are AI-driven logic trees specific to Pega's decisioning engine. These cannot be extracted and translated to Pipedrive. We do not migrate them. We deliver a written inventory of every active decision strategy documenting the input conditions, output actions, and engagement rules for the customer's team to evaluate which Pipedrive automation rules (deal automation, AI Sales Assistant) could partially replicate the logic.