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Adopting Pega Customer Service 8.6 features

Updated on March 19, 2021

After Pega updates your application to 8.6, complete the following tasks to adopt the new Pega Customer Service features. The tasks vary depending on your starting version.

Pega CRM 8.6 Feature Adoption for Pega Cloud

If updating from version 8.4 or later (a minor update), the update process requires no downtime. For additional information, see Understanding Pega Infinity updates for Pega Cloud Services.

If updating from:Complete these tasks:
Pega Customer Service 8.5
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
Pega Customer Service 8.4
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
Pega Customer Service 8.3
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
  7. Updating Pega Customer Service skin rule
Pega Customer Service 8.2
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
  7. Updating Pega Customer Service skin rule
Pega Customer Service 8.1 or 7.4
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
  7. Updating Pega Customer Service chat capabilities
  8. Updating Pega Customer Service skin rule
Pega Customer Service 7.31
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
  7. Updating Pega Customer Service chat capabilities
  8. Updating Pega Customer Service skin rule
  9. Updating from Pega Customer Service 7.31
Pega Customer Service 7.22
  1. Updating your built-on application
  2. Adopting customer search (Pega Customer Service)
  3. Adopting customer verification (Pega Customer Service)
  4. Adopting customer composites (Pega Customer Service)
  5. Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
  6. Checking your Pega Customer Service access roles for the required privilege
  7. Updating Pega Customer Service chat capabilities
  8. Updating Pega Customer Service skin rule
  9. Updating from Pega Customer Service 7.22
Pega Customer Service 7.21 and earlierFor information about updating from version 7.21 and earlier, contact Global Client Services (GCS) as described on Pega Support.
  • Previous topic Running the Pega Sales Automation Upgrade Checker
  • Next topic Adopting Pega Sales Automation 8.6 features

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