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.
Using Pega as a system of record
This information is applicable only if customers want to use Pega's system of record layer. In Pega Customer Service 7.31, Contact, Address and Organization data objects point to the system of record (SOR) layer (logical and physical layers). Existing customers can continue using their existing system of record in their implementations. To use Pega’s system of record layer, you must change various configuration settings.
Customer Journey widget replaces the Customer movie widget
In Pega Customer Service 7.31, the Customer journey widget replaces the Customer movie widget. If you want to continue using the Customer Movie widget in the CSTimelineSettings data transform rule, to disable the Customer journey widget and enable the Customer movie widget, change the value of the new EnableTimelineControl setting from “true” to “false”.
In Pega Customer Service 7.31, access to the Manager tools configuration page is limited for certain users. CASysAdmin, CSAdmin, and CSAuthor can see and access the Common phrases configuration page only if the CS:ExpressMgrTools and CS:ExpressUser access roles are added to their access group.
Enabling Operator accounts
For security purposes, Pega-provided operators are disabled when you upgrade to Pega Customer Service 7.3.1. To continue to use any of these operators in your implementation, log in as an administrator and enable them. For details, see the Pega Customer Service 7.3.1 Upgrade Guide on the Pega Customer Service product page.
Customized operators in your implementation are not affected. You can use them immediately after the upgrade.
Campaign Management has been deprecated
The use of Campaign Management has been deprecated in Pega Customer Service 7.31. In addition, the feature has been removed from the Manager tools link in the Interaction Portal.
Quality Review capabilities
The Quality Review capabilities on the Manager Tools tab of the Interaction Portal are deprecated but continue to be available.
Static content and publish settings
Settings, such as static content and publish settings, are now handled from the Co-Browse server. Customers do not need to configure these settings because they are now deprecated.
For more information on Pega Co-Browse configuration, see the Pega Co-Browse 7.31 Install Guide on the Pega Co-Browse product page.
Custom titles and messages settings
You can no longer set custom titles and messages through fireflyAPI. These settings are configured in the Pega Co-Browse application.
For more information, see Branding the customer window in the Pega Co-Browse Implementation Guide on the Pega Co-Browse product page.
MongoDB database support has been deprecated. Existing Pega Co-Browse and Pega Chat on-premise customers who want to upgrade to Pega Co-Browse 7.31 or Pega Chat can use data migration scripts that are available with the Pega Platform to migrate their data to PostgreSQL.
For more information, look up or subscribe to support requests in My Support Portal.
Document Co-Browse has been removed from the Pega Co-Browse application.
The open-source chat server Openfire is deprecated. You can use Pega Chat server to leverage the latest chat features.
Pega Social Engagement portal
Pega Social Engagement is deprecated. Social functionality is now available from the Pega Customer Service 7.31 application and through the Customer Service Interaction Portal.
In addition, the three operators that are specific to the Pega Social Engagement, CSSocialAdmin, CSSocialManager, and CSSocialCSR, have been deprecated. To access social functionality, add your operators to the CSSocialAdmin, CSSocialManager, and CSSocialCSR access groups.
For more information on access groups, see Configuring access groups in the Pega Customer Service 7.31 Implementation Guide on the Pega Customer Service product page.
Pega Sales Automation
The pySFASkin rule is deprecated in Pega Sales Automation 7.31 and has been replaced by the SAEndUser skin rule that inherits from the pyEndUser skin rule in UI KIT-10.
Tasks and activities do not get explicit access configurations from operator access definitions. Instead, they derive access based on access to related entities.
The Lead Conversion flow/flow action has been simplified. For more information, check the application release notes.
The data model for appointment data instances has been modified to support calendar sync. For more information on upgrading the related data instances, see the Pega Sales Automation Upgrade Guideon the Pega Sales Automation product page.