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

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.