Crucial upgrade information for Pega Customer Relationship Management

This content mentions Pega Express, which formerly referred to App Studio. Pega Express now unifies our low-code experience strategy with our delivery methods. You can find the Pega Express delivery methodology here.

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 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 8.2 to 8.4, ensure that you review the upgrade guides and release notes for versions 8.3 and 8.4. 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
  • Removal of Social Engagement features
  • Removal of Pega Chat features
  • Self-Service Advisor has been deprecated

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.


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