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8.2 product changes with upgrade impacts

Removal of Social Engagement features

In this release, the Pega Social engagement feature, including the stand-alone Pega Social engagement portal, is deprecated and no longer supported in Pega Customer Service. The features included in Pega Social engagement portal are either no longer functional or are now associated with new features, for example, omni-channel queue. The social configuration settings are now removed from App Studio.

Removal of Pega Chat features

With the introduction of Chat and messaging in Pega Customer Service 8.2, the following features of Pega Chat 8.1 are deprecated from the application.

  • The proactive chat feature is not supported in the 8.2 chat and messaging configuration, but an improved version of proactive chat is offered in 8.3.
  • The dashboard widgets, such as Monitor chats and Chat service level by queue, are removed from Pega Customer Service 8.2. 
  • The Continuous Queueing check box is removed because this mode is the standard and only mode for Pega Customer Service 8.2. Non-continuous queueing is not supported as it resulted in ending the chats by the system if the available CSRs passes the chat interaction even once.
  • The use of a JavaScript snippet to enable chat on your website is not necessary for the new chat and message configuration in Pega Customer Service 8.2.

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 because SQL database triggers are no longer supported.


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