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Updating the application

Updated on September 3, 2021

To update your application, complete the procedures in this section.

Pega Customer Relationship Management for Communications Update Guide Pega Customer Relationship Management for Communications Update Guide Pega Customer Relationship Management for Communications Update Guide
Before you begin: Complete the prerequisites for this update.

Importing the application file

The system data and rulesets for Pega Customer Relationship Management for Communications are loaded during this task.

  1. Log in to Pega Platform (https://<hostname>:<port>/prweb) by entering the administrator ID, for example, [email protected] and the password that you used during Pega Platform installation.
  2. In the header of Dev Studio, click ConfigureApplicationDistributionImport.
  3. Select the Rules\PegaCRMC.jar file from your distribution media, and then follow the wizard instructions.
  4. For schema changes, depending on your site's requirements, select either Automatic or Manual, and then continue following the wizard instructions.

    If you select Manual, see Viewing and applying schema changes.

    Note: During the manual process, the wizard displays a Pre-existing rule conflict warning for rules that already exist in the system in a different ruleset. In the Pre-existing rule conflicts section, select the Replace check box for all of the rules that are listed to ensure that the rules are moved to the correct rulesets.
  5. When the import is complete, click Done.
  6. Apply the required hotfixes by using Hotfix Manager. For more information about applying hotfixes, see Applying the latest on-premises patch.
    Note: When updating to Customer Service for Communications 8.6, check Pega Marketplace for any hotfixes issued for the Pega Next Best Action Advisor connector for Customer Service component. After applying the hotfixes, add the component to your application as described next.
  7. If you are using the CSCEndUser skin for your existing application, update the application to use the CSEndUser skin.
  8. Optional: Verify the application rules.
    1. In the navigation pane of Dev Studio, click RecordsApplication DefinitionApplication.
    2. Confirm that the following application rule or rules are displayed in the list:
      • For Customer Service for Communications: CustomerServiceForComms 8.6
      • For Sales Automation for Communications: PegaSalesAutomation.8

Adding the Next Best Action Advisor component for Customer Service to your application

The Customer Service for Communications 8.6 application includes the Next Best Action Advisor connector for Customer Service component, which is enabled by default.

After applying any required hotfixes for this component, perform the following steps to add the component to your application:
  1. From Pega Marketplace, download the Next Best Action Advisor component for Customer Service.
  2. Log in to your implementation application as an operator with administrator credentials.
  3. In Dev Studio, click Application > Definition.
  4. In the Enabled components section, click Manage components > Install new.
  5. Upload the Next-Best-Action Advisor component that you downloaded from Pega Marketplace.
  6. Ensure that Enabled is selected, and then click OK.

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