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Support Article

Aug 16, 2019

Summary JSON exception messages are generated in the log. Error Messages com.pega.pegarules.pub.clipboard.InvalidStreamError : Steps to Reproduce Unknown Root Cause A defect in Pegasystems’ code or rules. Resolution Apply HFix-54983 . SA-85236

Article

Aug 14, 2019

Ideal for digital-first customer service organizations, this release brings enhanced digital experiences, omnichannel messaging, and embedded knowledge management solutions for optimized customer engagement. Pega Customer Service™ 8 includes the following key features: Make gathering data easier…

Support Article

Aug 13, 2019

Summary While importing PegaCRM.jar, the application generates an SQL file that is reviewed and applied to the database. However, the import fails with an error. Database server: Oracle 11g Application server: WebLogic 12c For more information, refer to: https://community.pega.com/system/files/…

Support Article

Aug 12, 2019

Summary Post upgrade to Pega 8, when using Views, a record displays multiple times. By default, all the records are assigned to default@pega.com. Error Messages Not Applicable Steps to Reproduce Use View to view the records. Root Cause A defect in Pegasystems’ code or rules:  ToOverAllSLA activity…

Article

Aug 1, 2019

Pega Customer Service uses omni-channel routing to direct new conversation requests to the right queue and customer service representative (CSR)  based on the skills required to complete the work as efficiently as possible. Omni-channel queue-based routing is available for chat and Facebook…

Support Article

Jul 31, 2019

Summary When a user is disconnected (only for few seconds) and when the connection is re-established, the Live-Chat request that the user is on, is spread across multiple tabs for the agent. Error Messages Not Applicable Steps to Reproduce Not Applicable Root Cause A defect in Pegasystems’ code or…

Support Article

Jul 31, 2019

Summary The system message which indicates the user's position in the queue is incorrect, and displays as -1. This occurs intermittently. Error Messages Not Applicable Steps to Reproduce Make the agent available or unavailable, and to accept and decline handover requests under load. Root Cause…

Article

Jul 29, 2019

This article provides a data dictionary for the Pega Customer Service application, describing the structure of the database as well as the relationships between its elements. The following tables are described in this article: Account Account Owner Account Role Account Statement Account Transaction…

Support Article

Jul 29, 2019

Summary When a chat transfer occurs, the bot transcripts are duplicated for every chat transferred. For example: Below is the chat from the client side transcript: Customer Service Representative (CSR) displays as a bot and user lines do not display. Error Messages Not Applicable Steps to Reproduce…

Support Article

Jul 22, 2019

Summary On customizing the dashboard, all the widget buttons are unresponsive and screen is frozen. Error Messages Not Applicable Steps to Reproduce Launch the Interaction portal. Click the Gear icon to customize the Dashboard. Root Cause A DIV element position was relative and the buttons below it…