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8.4 product changes with upgrade impacts

Legacy Facebook Messenger channel replaced

In this release, the legacy Facebook Messenger channel is replaced by the Unified Messaging channel. Clients using the legacy channel should migrate to the new Unified Messaging channel.

Self-Service Advisor has been removed

Self-Service Advisor has been removed in this release, after being deprecated in the previous release.

New channel source property requires optimization

This release includes a new czSource property that displays the channel source (for example, Facebook or Twitter). To use this property, you must first optimize it. See Planning for property optimization.

Out-of-the-box skin rule improvements might require overriding your existing implementation skin rule

If you upgrade from Pega Customer Service version 8.2 or earlier, and you notice user interface (UI) issues when launching customer interactions and service cases, then you must upgrade your implementation layer skin rule. For information, see "Upgrading Pega Customer Service skin rule" in the Pega Customer Service and Pega Sales Automation 8.4 Upgrade Guide. 

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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