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Crucial upgrade information for Pega Customer Relationship Management

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade.

This article summarizes the important information related to product changes for each release. It does not replace the upgrade guide and release notes for each version. Review the upgrade guide and the release notes of each Pega Customer Relationship Management version that you have skipped upgrading. For example, if you are upgrading from Pega Customer Relationship Management 7.21 to 8.1, ensure to review the Pega Customer Relationship Management guides for all the versions implemented in Pega Customer Relationship Management 7.22, 7.31, 7.4, and 8.1. For more information about the upgrade process, review both the upgrade guide and release notes for each version on the Pega Customer Service product page.

Major changes include:

  • Legacy CPM Portals are no longer supported
  • MyCoCA sample application is deprecated
  • Dependency on Tweetdeck is eliminated in Social Engagement
  • Campaign Management (Customer Service legacy capability) has been deprecated
  • Expert Assist has been deprecated
  • OpenFire has been deprecated
  • The Account Manager Portal has been deprecated
  • Pop-out chat has been deprecated
  • Pega Social Engagement Portal is deprecated
  • Express Admin
  • Customer Journey widget replaces Customer movie widget
  • User-defined functions
  • Customer Service Interactions landing page has been removed
  • Pega Social Engagement as a standalone application removed
  • Klout integration for Twitter connectors removed
  • Version compatibility updates
  • Pre-Upgrade Checker

Starting with the earliest version that applies to your environment, click one of the following links to review all of the product changes in that release to identify any upgrade impact. For example, if you are upgrading from version 7.1.3, review that section and all later releases. If you are upgrading from version 5.x or 6.x, review all sections.

8.1 product changes with upgrade impacts

Pre-Upgrade Checker

Before upgrading your application to 8.1, run the Pre-Upgrade Checker to identify and fix critical rules that have been overridden in your application. In release 8.1, the application has locked 300+ critical rules that you should not override. For more information about the rules, see Rules that have been updated in Pega Customer Service 8.1.

If you have overridden any of those rules in your current version of the application, the Pre-Upgrade Checker lists those rules and provides an interface to fix the rules. Fixing the overridden rules improves the success of your upgrade and reduces post-upgrade manual steps.

For information about how to download and run the Pre-Upgrade Checker, see the Pega Customer Relationship Management 8.1 Upgrade Guide on the Pega Customer Service product page.

Version compatibility updates

In this release, the support policy for versions of Pega Customer Service and the related Pega Platform version has changed. Prior to the major 8.1 release, we supported and tested multiple combinations of application releases and Pega Platform versions. In moving to version 8.1, we have a number of fairly significant architectural changes to accommodate, including the division of Dev Studio into four separate studio components. For that reason, Pega cannot support Customer Service 7.x product versions on Pega Platform 8.x versions. As a result, if you are upgrading to Pega Platform 8.1, only Pega Customer Service 8.1 is supported.

For more information about upgrading your application, see the Pega Customer Relationship Management Upgrade Guide on the Pega Customer Service product page.

Klout integration for Twitter connectors removed

You can no longer use the Klout integration for Twitter connectors because the Klout services are now shut down.

Pega Social Engagement as a standalone applicationremoved

The Pega Social Engagement application that was deprecated in the 7.31 release is now deleted, including the Pega Social Engagement portal. You can continue to use the social channel capabilities that are now integrated in the Pega Customer Service application.

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Because SQL database triggers are no longer supported, before you upgrade the application, have your database administrator check for and drop triggers.

Pega Sales Automation

Optional: If any ABAC policies are overridden in the implementation layer, update them with corresponding classes.

7.4 product changes with upgrade impacts

Removal of Customer Service Interactions landing page

Enhancements to Pega Express make existing application configurations quicker and less complex. The configurations that were previously handled on the Customer Service Interactions landing page, such as Interaction types, Interaction driver, and Intent tasks, no longer exist in Designer Studio. They are now handled on the Settings page of Express mode and have been renamed to Interactions, Add Task Menu Category, and Case types. Interaction-specific configurations are available on the Interactions page. The settings specific to Intent Task are available on the respective Case types page on the Service request options tab.

Changes on the Customer Service Datasource rule form

The Customer Service Datasource rule page has been modified. The following list details the updates that have been made to the data source page:

  • Details tab – The following field and section have been removed from this tab on the data source rule form:
    • Show news feed field
    • FAVORITE CONFIGURATION section
  • Retrieval tab – Removed from the data source rule form. In addition, the following fields have been moved to the Details tab:
    • Default interaction container
    • Interaction Flow

The previous version of the application still supports the removed fields and tabs.

User-defined functions

In Pega Customer Relationship Management, the user-defined functions (UDFs) for report definitions are no longer supported to make the application secure and cloud-compliant. After an upgrade, you must optimize the properties that previously used UDFs. For more information, see the Customer Relationship Management 7.4 Upgrade Guide on the Pega Customer Service product page.

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Before upgrading to the latest version of Pega Platform, drop triggers.

Pega Sales Automation

The security model in Pega Sales Automation 7.4 has been optimized to use Pega Platform’s attribute-based access control (ABAC) for row-level and column-level security configurations. For more information, see Upgrading Pega Sales Automation to use attribute-based access control (ABAC).

Several rules have been deprecated in Pega Sales Automation. For a list of deprecated rules in this release, see Deprecated rules and schema changes in Pega Sales Automation 7.4.

Database schema changes have been introduced in Pega Sales Automation 7.4. For more information, see Deprecated rules and schema changes in Pega Sales Automation 7.4.

The CollaborationGatherEmails email listener has been replaced by the SyncEmailCalendarContact email listener in Pega Sales Automation 7.4. For information about using the SyncEmailCalendarContact, see the Pega Sales Automation 7.4 Implementation Guide on the Pega Sales Automation product page.

7.3.1 product changes with upgrade impacts

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Before upgrading to the latest version of Pega Platform, drop triggers.

Using Pega as a system of record

This information is applicable only if customers want to use Pega's system of record layer. In Pega Customer Service 7.31, Contact, Address and Organization data objects point to the system of record (SOR) layer (logical and physical layers). Existing customers can continue using their existing system of record in their implementations. To use Pega’s system of record layer, you must change various configuration settings.

Customer Journey widget replaces the Customer movie widget

In Pega Customer Service 7.31, the Customer journey widget replaces the Customer movie widget. If you want to continue using the Customer Movie widget in the CSTimelineSettings data transform rule, to disable the Customer journey widget and enable the Customer movie widget, change the value of the new EnableTimelineControl setting from “true” to “false”.

Express Admin

In Pega Customer Service 7.31, access to the Manager tools configuration page is limited for certain users. CASysAdmin, CSAdmin, and CSAuthor can see and access the Common phrases configuration page only if the CS:ExpressMgrTools and CS:ExpressUser access roles are added to their access group.

Enabling Operator accounts

For security purposes, Pega-provided operators are disabled when you upgrade to Pega Customer Service 7.3.1. To continue to use any of these operators in your implementation, log in as an administrator and enable them. For details, see the Pega Customer Service 7.3.1 Upgrade Guide on the Pega Customer Service product page.

Customized operators in your implementation are not affected. You can use them immediately after the upgrade.

Campaign Management has been deprecated

The use of Campaign Management has been deprecated in Pega Customer Service 7.31. In addition, the feature has been removed from the Manager tools link in the Interaction Portal.

Quality Review capabilities

The Quality Review capabilities on the Manager Tools tab of the Interaction Portal are deprecated but continue to be available.

Static content and publish settings

Settings, such as static content and publish settings, are now handled from the Co-Browse server. Customers do not need to configure these settings because they are now deprecated.

For more information on Pega Co-Browse configuration, see the Pega Co-Browse 7.31 Install Guide on the Pega Co-Browse product page.

Custom titles and messages settings

You can no longer set custom titles and messages through fireflyAPI. These settings are configured in the Pega Co-Browse application.

For more information, see Branding the customer window in the Pega Co-Browse Implementation Guide on the Pega Co-Browse product page.

MongoDB database

MongoDB database support has been deprecated. Existing Pega Co-Browse and Pega Chat on-premise customers who want to upgrade to Pega Co-Browse 7.31 or Pega Chat can use data migration scripts that are available with the Pega Platform to migrate their data to PostgreSQL.

For more information, look up or subscribe to support requests in My Support Portal.

Document Co-Browse

Document Co-Browse has been removed from the Pega Co-Browse application.

Openfire server

The open source chat server Openfire is deprecated. You can use Pega Chat server to leverage the latest chat features.

Pega Social Engagement portal

Pega Social Engagement is deprecated. Social functionality is now available from the Pega Customer Service 7.31 application and through the Customer Service Interaction Portal.

In addition, the three operators that are specific to the Pega Social Engagement, CSSocialAdmin, CSSocialManager, and CSSocialCSR, have been deprecated. To access social functionality, add your operators to the CSSocialAdmin, CSSocialManager, and CSSocialCSR access groups.

For more information on access groups, see Configuring access groups in the Pega Customer Service 7.31 Implementation Guide on the Pega Customer Service product page.

Pega Sales Automation

The pySFASkin rule is deprecated in Pega Sales Automation 7.31 and has been replaced by the SAEndUser skin rule that inherits from the pyEndUser skin rule in UI KIT-10.

Tasks and activities do not get explicit access configurations from operator access definitions. Instead, they derive access based on access to related entities.

The Lead Conversion flow/flow action has been simplified. For more information, check the application release notes.

The data model for appointment data instances has been modified to support calendar sync. For more information on upgrading the related data instances, see the Pega Sales Automation Upgrade Guideon the Pega Sales Automation product page.

7.2.2 product changes with upgrade impacts

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Before upgrading to the latest version of Pega Platform, drop triggers.

Updating out of the box database tables

This information is applicable only if the database tables being shipped with the CS product are being used in the implementation.

During upgrades to the CRM 7.22 release, any updates to the database schema result in changes to existing table definitions. The Pega 7 import process does not automatically alter the existing database table definition for you, but does provide a manual option that enables you to alter the database tables. In the import tool, select the manual option, download the SQL definition, and apply any changes.

Pop-out chat has been deprecated

For information on supported chat options, see the Pega Chat Implementation section in the Pega Customer Service 7.22 Implementation Guide on the Pega Customer Service product page.

The Account Manager Portal has been deprecated

The Account Manager Portal has been deprecated but continues to be available. The Account Manager Portal is scheduled to be removed in a future release.

OpenFire has been deprecated

The use of Openfire (open source chat server) with Pega Chat has been deprecated in Pega Customer Service 7.22. Use of the Pega Chat server is recommended to leverage the latest chat features and capabilities for a modern chat experience with your customers.

Expert Assist has been deprecated

The use of Expert Assist has been deprecated in Pega Customer Service 7.22. In addition, the use of LinkedIn capabilities has been removed from Pega Customer Service 7.22.

Campaign Management (Customer Service legacy capability) has been deprecated

The Campaign Management capability continues to function in this release, but is scheduled to be deprecated in a future release of Pega Customer Service. Pega's Customer Decision Hub application provides modern campaign management and marketing analytics tools that are designed to interoperate with Pega Customer Service. For more information, contact your Pega Account Executive.

Dependency on Tweetdeck is removed in Social Engagement

With Twitter deprecating Tweetdeck’s team management functionality from its APIs, Pega Customer Service Social Engagement has completely removed any dependency on Tweetdeck that allows social CSRs to respond on behalf of official Twitter accounts. Instead, CSRs can now be authorized to respond to incoming tweets directly from the Pega Customer Service Social Engagement portal.

Pega Sales Automation

Pega Sales Automation has been enhanced to support working with products data in an external SOR. For specific details on upgrading the related data instances, see the application upgrade guide.

Customer Relationship Management unification

For more information on how the sales, service, and marketing modules of Pega Customer Relationship Management work together, see Using multiple Pega CRM Application.

7.2.1 product changes with upgrade impacts

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Before upgrading to the latest version of Pega Platform, drop triggers.

MyCoCA sample application is deprecated

The MyCoCA sample application is no longer shipped with Pega Customer Service. The rules that were associated with the MyCoCA application ruleset have been moved to the PegaAppCA ruleset. A new, unlocked sample application, Pega Customer Service Sample Application, is included with the installation. The sample application can be utilized for quick configurations or other rule changes without requiring the creation of a new application. As a best practice, when creating your new application, use the New Application wizard and specify CustomerService: 7.21 as the built-on application.

PegaCHAT

Pega Chat 7.21 includes significant architectural changes. If you have a customized version of Pega Chat in a prior release, you need to make changes before you use the latest release. If you previously configured Pega Chat, see the Pega Chat 7.21 Release Notes on the Pega Chat product page.

Pega Sales Automation

Supports multiple addresses for Organizations, Accounts, and Contacts. For specific details on upgrading the data instances and setting primary address type, see the application upgrade guide.

7.1.4.1 product changes with upgrade impacts

PegaCHAT

Use of the Openfire chat server is deprecated. New PegaCHAT installations must use the Pega Platform chat server.

Customer Relationship Management unification

For more information on how the sales and service modules of Pega Customer Relationship Management work together, see Using multiple Pega CRM Application.

7.1.4 product changes with upgrade impacts

Legacy CPM portals are no longer supported

Portals from releases prior to Customer Process Manager (CPM) 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of Pega Customer Service. You must upgrade the end user portals to a supported portal type.

The legacy CPM end-user portals (CPMCSR_Portal, CPMSalesRep_Portal, CPMSalesManager_Portal) have been deprecated. These portals continue to function in this release, but might be deprecated in a future release of Pega Customer Service.You must upgrade your application to use the Interaction and Account Manager Portals.

PegaCHAT

Use of the Openfire chat server is deprecated. New PegaCHAT installations must use the Pegasystems chat server.

Customer Relationship Management unification

For more information on how the sales and service modules of Pega Customer Relationship Management work together, see Using multiple Pega CRM Application.

7.1.3 product changes with upgrade impacts

Legacy CPM portals are no longer supported

CPM portals from releases prior to CPM 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of CPM.

The legacy CPM end-user portals (CPMCSR_Portal, CPMSalesRep_Portal, CPMSalesManager_Portal) have been deprecated. These portals continue to function in this release, but might be deprecated in a future release of CPM. It is recommended that you instead use the Interaction and Account Manager Portals.

Knowledge Management

Previous CPM knowledge content capabilities have been deprecated in CPM 7.1.3 and are no longer supported.

DCO

The CPM Service Process Accelerator feature is no longer supported. To create new service processes to use with CPM, use the Application Accelerator or the Pega 7 Case Designer.

CPM Social Engagement

CPM Social Intercept, a feature available in prior CPM releases, has been deprecated in CPM 7.1.3. CPM Social Engagement provides similar capabilities and is available as a separately licensed product. For licensing information, contact your Account Executive.

Pega Sales Automation

Support for B2B and B2C Selling modes have introduced additional case types.

Styles and formats are inherited from UI-Kit-7.

Contacts in SA have a new attribute (TerritoryID), and leads/opportunities have a new attribute (selling mode). This is required for the OOTB security model to work. For more information on upgrading the data instances, see the Pega Sales Automation Upgrade Guide.

7.1.2 ML2 product changes with upgrade impacts

Legacy CPM portals are no longer supported

CPM portals from releases prior to CPM 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of CPM.

Access groups must be reconfigured to use the new UI and one of the following portals that was introduced in CPM 6.2:

  • CPMCSR_Portal
  • CPMAccountManager_Portal
  • CPMSalesRep_Portal
  • CPMSalesManager_Portal

The CPMManager_Portal introduced in CPM 6.2 has been deprecated in the CPM 6.3 SP2 version. Its features have been included in the CPMCSR_Portal and have been made available to users with the PegaCA:Manager privilege. Access Groups that use the CPMManager_Portal must be updated to use CPMCSR_Portal and include the PegaCA:Manager privilege.

Before beginning the upgrade, review the functionality, behavior, and style of these new portals. If the legacy portals have been customized, these customizations are not included in the updated portals. If the customizations are still required, you must evaluate and plan for making equivalent customizations in the new portals.

If you need additional assistance, contact your Pega Account Executive.

Pega Sales Automation

Operator access for the territory-based security model was changed in this release and requires some data instances to be updated to reflect these changes. For more information on upgrading territory and operator access-related data instances, see the Pega Sales Automation Upgrade Guideon the Pega Sales Automation product page.

7.1.2 ML1 product changes with upgrade impacts

Legacy CPM portals are no longer supported

CPM portals from releases prior to CPM 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of CPM.

Access groups must be reconfigured to use the new UI and one of the following portals that was introduced in CPM 6.2:

  • CPMCSR_Portal
  • CPMAccountManager_Portal
  • CPMSalesRep_Portal
  • CPMSalesManager_Portal

The CPMManager_Portal that was introduced in CPM 6.2 has been deprecated in the CPM 6.3 SP2 version. Its features have been included in the CPMCSR_Portal and made available to users with the PegaCA:Manager privilege. Access Groups using the CPMManager_Portal must be updated to use CPMCSR_Portal and include the PegaCA:Manager privilege.

Before beginning the upgrade, review the functionality, behavior, and style of these new portals. If the legacy portals have been customized, these customizations are not included in the updated portals. If the customizations are still required, you must evaluate and plan for making equivalent customizations in the new portals.

If you need additional assistance, contact your Pega Account Executive.

Pega Sales Automation

Operator access for the territory-based security model was changed in this release and requires some data instances to be updated to reflect these changes. For more information on upgrading territory and operator access-related data instances, see the Pega Sales Automation Upgrade Guideon the Pega Sales Automation product page.

7.1.2 product changes with upgrade impacts

Legacy CPM portals are no longer supported

CPM portals from releases prior to CPM 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of CPM.

Access groups must be reconfigured to use the new UI and one of the following portals that was introduced in CPM 6.2:

  • CPMCSR_Portal
  • CPMAccountManager_Portal
  • CPMSalesRep_Portal
  • CPMSalesManager_Portal

The CPMManager_Portal that was introduced in CPM 6.2 has been deprecated in the CPM 6.3 SP2 version. Its features have been included in the CPMCSR_Portal and made available to users with the PegaCA:Manager privilege. Access Groups using the CPMManager_Portal must be updated to use CPMCSR_Portal and include the PegaCA:Manager privilege.

Before beginning the upgrade, review the functionality, behavior, and style of these new portals. If the legacy portals have been customized, these customizations are not included in the updated portals. If the customizations are still required, you must evaluate and plan for making equivalent customizations in the new portals.

If you need additional assistance, contact your Pega Account Executive.

Pega Sales Automation

Operator access for the territory-based security model was changed in this release and requires some data instances to be updated to reflect these changes. For more information on upgrading territory and operator access-related data instances, see the Pega Sales Automation Upgrade Guideon the Pega Sales Automation product page.

7.1 product changes with upgrade impacts

Legacy CPM portals are no longer supported

CPM portals from releases prior to CPM 6.2 (CACSRPortal, CAManagerPortal, CASalesRepPortal, CASalesManagerPortal, and their derivatives) are no longer supported and do not function in this version of CPM.

Access groups must be reconfigured to use the new UI and one of the following portals that was introduced in CPM 6.2:

  • CPMCSR_Portal
  • CPMAccountManager_Portal
  • CPMSalesRep_Portal
  • CPMSalesManager_Portal

The CPMManager_Portal that was introduced in CPM 6.2 has been deprecated in the CPM 6.3 SP2 version. Its features have been included in the CPMCSR_Portal and made available to users with the PegaCA:Manager privilege. Access Groups using the CPMManager_Portal must be updated to use CPMCSR_Portal and include the PegaCA:Manager privilege.

Before beginning the upgrade, review the functionality, behavior, and style of these new portals. If the legacy portals have been customized, these customizations are not included in the updated portals. If the customizations are still required, you must evaluate and plan for making equivalent customizations in the new portals.

If you need additional assistance, contact your Pega Account Executive.

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Published November 19, 2018 — Updated January 9, 2019


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