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Forge works with your PSA; it does not replace every provider-specific administrative surface.

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Ownership model

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When to work in Forge

Use Forge when the task benefits from assembled context, AI reasoning, a reviewable plan, cross-system tools, background execution, or an attached conversation.

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When to work in the PSA

Use the PSA when:
  • a provider-specific field or action is not exposed in Forge;
  • you are administering billing, agreements, service boards, workflows, or other provider configuration;
  • the synchronized record appears stale or incomplete;
  • the source audit trail must be inspected;
  • your organization’s policy requires the source interface.

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Verify writeback

After a material Forge action:
  1. confirm the tool reported a terminal outcome;
  2. check the relevant Activity or Audit Log;
  3. verify the authoritative field or record in the PSA;
  4. resolve any synchronization or mapping difference before continuing.
“Connected” means Forge has a configured relationship with the system. It does not mean every record, field, provider action, or customer account is ready for every workflow.