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Updating from Pega Customer Service 7.22

Updated on March 19, 2021

After an update to the current version of Pega Customer Service, perform the following post-update tasks if you are updating from Pega Customer Service 7.22.

Pega CRM 8.7 Feature Adoption for Pega Cloud
  1. Complete the update procedures described in the previous section, Updating from Pega Customer Service 7.31.
  2. Starting from Pega Customer Service 7.31, the access to Manager tools configuration is limited. This page is now moved to App Studio. Users, such as CASysAdmin, CSAdmin, and CSAuthor can view and configure the manager tools such as common phrases, page push, queue configuration, and transcript data masks, only if the CS:ExpressMgrTools and CS:ExpressUser access roles are added to their access group.
  3. Starting from 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 few configuration settings.
  4. From 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, change the value of the new .EnableTimelineControl setting from “true” to “false” to disable the Customer journey widget and enable the Customer movie widget.

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