All Customer Service Product Documentation

This page contains links to Customer Service product documentation for these products.

General reference

Pega Customer Service 

Document 8.5 8.4 8.3 8.2 8.1
Product Overview pdf pdf pdf pdf pdf
Installation Guide
(for CS & SA)
pdf pdf    pdf     pdf     pdf   
Upgrade Guide
(for CS & SA)
pdf pdf pdf pdf pdf
Implementation Guide  html | pdf htmlpdf pdf pdf pdf
Feature Adoption for Pega Cloud (7.x to 8.3)                pdf pdf pdf N/A N/A
Feature Adoption for Pega Cloud (8.x to 8.4)  pdf pdf pdf N/A N/A
Release Notes html | pdf pdf pdf pdf pdf
Articles

    Pega Customer Service for Financial Services

    Document 8.5 8.4 8.3 8.2 8.1
    Product Overview pdf pdf pdf pdf pdf
    Installation Guide
    (for CS & SA for Financial Services)
    pdf pdf  pdf pdf pdf
    Upgrade Guide
    (for CS and SA for Financial Services)                        
    pdf pdf pdf  pdf  pdf 
    Implementation Guide                                                                    html | pdf pdf pdf pdf pdf
    Feature Adoption for Pega Cloud 7.x to 8.5 
    (for CS & SA for Financial Services)
    pdf pdf pdf NA NA
    Feature Adoption for Pega Cloud 8.x to 8.5 
    (for CS and SA for Financial Services)
    pdf pdf   pdf NA NA
    Release Notes html | pdf pdf pdf pdf pdf
    Articles (html)

    Pega Customer Service for Insurance

    Document 8.5 8.4 8.3 8.2 8.1
    Product Overview pdf pdf pdf pdf pdf

    Installation Guide

    (for CS & SA for Insurance)

    pdf pdf pdf pdf pdf

    Upgrade Guide
    & SA for Insurance)

    pdf pdf pdf pdf pdf
    Implementation Guide                                                 html | pdf pdf pdf pdf pdf
    Feature Adoption for Pega Cloud (7.x to 8.3) pdf pdf pdf N/A N/A
    Feature Adoption for Pega Cloud (8.x to 8.4) pdf pdf pdf N/A N/A
    Release Notes html | pdf pdf pdf pdf pdf
    Articles (html)

     Pega Customer Service for Healthcare

    Document 8.5 8.4 8.3 8.2 8.1
    Product Overview pdf pdf pdf pdf pdf
    Installation Guide pdf pdf pdf pdf pdf
    Upgrade Guide
    (for Customer and Sales Automation for Healthcare)
    pdf pdf pdf pdf pdf
    Implementation Guide html | pdf pdf pdf pdf pdf
    Feature Adoption for Pega Cloud 7.x to 8.5
    (for Customer and Sales Automation for Healthcare)
    pdf pdf pdf N/A N/A
    Feature Adoption for Pega Cloud 8.x to 8.5
    (for Customer and Sales Automation for Healthcare)
    pdf pdf pdf N/A N/A
    Release Notes htmlpdf pdf pdf pdf pdf
    Articles (html)

     Pega Customer Service for Communications

    Document 8.5 8.4 8.3 8.2 8.1
    Product Overview pdf N/A pdf N/A pdf
    Installation Guide pdf pdf pdf pdf pdf
    Upgrade Guide pdf pdf pdf pdf pdf
    Implementation Guide                                                 html | pdf pdf pdf pdf pdf
    Release Notes html | pdf pdf pdf pdf pdf
    Articles (html)

    Pega Knowledge 

    Document 8.5 8.4 8.3 8.2 8.1
    Product Overview pdf pdf pdf pdf pdf
    Installation Guide pdf pdf pdf pdf pdf
    Upgrade Guide pdf pdf pdf pdf pdf
    Implementation Guide                                                   pdf pdf pdf pdf pdf
    User Guide  pdf pdf pdf pdf pdf
    Release Notes pdf pdf pdf pdf pdf
    Articles (html)

    Pega Call

    Document 8.5 8.4 8.3 8.2 8.1
    Installation Guide pdf pdf pdf pdf pdf
    Upgrade Guide pdf pdf pdf pdf pdf
    Configuration and Operations Guide (all CTI vendors) html | pdf        
    OpenCTI Developer's Guide for client-side integration pdf N/A N/A N/A pdf
    Developer's Guide for Server-Side Integration pdf pdf pdf pdf pdf
    Configuration & Operations Guide CTI Link
    with Avaya AES CTI                                                        

    N/A

    One configuration and operations guide, listed above, now covers all vendors.

    pdf pdf pdf pdf
    Configuration & Operations Guide CTI Link
    with Avaya Aura Contact Center (AACC) CTI
    pdf pdf pdf pdf
    Configuration & Operations Guide CTI Link
    with Cisco ICM CTI
    pdf pdf pdf pdf
    Configuration and Operations Guide CTI Link
    with Cisco Finesse CTI
    N/A pdf pdf pdf
    Configuration and Operations Guide CTI Link
    with Five9 Softphone Embedded UI
    pdf pdf N/A N/A
    Configuration and Operations Guide CTI Link
    with Amazon Connect Contact Control Panel  
    pdf pdf pdf pdf
    Configuration and Operations Guide CTI Link
    with Amazon Connect CTI (API-based)
    N/A N/A pdf N/A
    Configuration and Operations Guide CTI Link
    with Genesys CTI
    pdf pdf pdf pdf
    Other resources

    Unified Messaging Edition

    Document 1.0
    Unified Messaging Edition Quick Start Guide pdf   
    Unified Messaging Edition User Guide pdf
    Unified Messaging Edition Implementation Guide pdf

    Pega Field Service

    Document 8.5 8.4 8.3.1 8.3 8.2
    Product Overview pdf pdf pdf pdf   pdf  
    Installation Guide pdf pdf pdf pdf pdf
    Upgrade Guide pdf pdf pdf pdf N/A
    Implementation Guide                                                                            html | pdf html | pdf pdf pdf pdf
    User Guide html | pdf pdf pdf pdf pdf
    Release Notes pdf pdf pdf pdf pdf
    Articles (html)

     

     

     

     

    Suggest Edit

    Have a question? Get answers now.

    Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.