Check for missing data transforms

1. Check whether your implementation application is missing any of the data transforms that contain application settings.
   1. In the header of Dev Studio, search for and open these two data transforms:
      • The ApplicationSettings data transform for your implementation layer.
      • The ApplicationSettings data transform for the locked PegaAppCA class in the built-on application.
   2. Compare the the number of rows in each of the open data transforms.
      Each row in the ApplicationSettings data transform identifies a data transform that contain the settings for the application. If your implementation data transform contains less rows than the PegaAppCA data transform, then copy the missing data transforms to your implementation layer.

      The following figure shows the ApplicationSettings data transform with 19 rows:

      

      

2. Copy the missing data transforms to your implementation layer.
   1. In the header of Dev Studio, search for and open the missing data transform, in the PegaAppCA class.
   2. Copy the missing data transform to your implementation layer.
   3. Repeat the above steps for all missing data transforms.
   4. Open the ApplicationSettings data transform for your implementation layer, and add the data transforms that you just copied to your implementation layer.

Check for missing properties

3. Check whether your existing data transforms are missing any properties.
   1. In the header of Dev Studio, search for and open these two data transforms:
      • The ApplicationSettings data transform for your implementation layer.
      • The ApplicationSettings data transform for the locked PegaAppCA class in the built-on application.
   2. Starting with the first row, click the Open icon to the right of the data transform name to view the data transform.
   3. Repeat the above step for the same row in the data transform for the PegaAppCA class.
   4. Compare the number of rows in each of the open data transforms.
      Each row in the data transform identifies a property that controls a setting for the application. If your implementation data transform contains less rows than the PegaAppCA data transform, then add the missing properties to the data transform that is in your implementation layer.

      The following figure shows the CSExpressSettings data transform with 40 rows:

      

      

   5. Repeat the above steps for all of the settings data transforms that were present in your ApplicationSettings data transform before the update.

1. In the header of Dev Studio, click ConfigureSystemReleaseToggles.
2. To ensure that the business conditions are created, follow these steps:
   1. On the Toggle Management page, in the Identifier column, search for RelevantRecordCategories.
   2. In the When rule column, click pzToggle-RelevantRecordCategories.
   3. On the When rule page, ensure that the Is Toggle Enabled using field has a value of PegaRULES and in the drop-down list, you select RelevantRecordCategories.
   4. Click Save.
3. To ensure that business condition are applied to the suggested cases, follow these steps:
   1. On the Toggle Management page, in the Identifier column, search for EnableBusinessConditionsToConfigureSuggestedCases.
   2. In the When rule column, click Toggle_EnableBusinessConditionsToConfigureSuggestedCases.
   3. On the When rule page, ensure that the Is Toggle Enabled using field has a value of Customer Service and in the drop-down list, you select EnableBusinessConditionsToConfigureSuggestedCases.
   4. Click Save.

For more information about the new customer search capabilities, see Customer search. For information about the legacy customer search feature, see the version 8.5 Pega Customer Service Implementation Guide.

1. In the header of Dev Studio, click ConfigureSystemReleaseToggles.
2. In the Identifier column, locate the NewCustomerSearch toggle, and then click the Edit icon on the right side of the row.
3. Select the Enable toggle for all option.
4. Click Submit.

1. Define customer verification settings and questions for different interaction types and service request types.
   For information, see "Configuring customer verification" in Customer verification.
2. Select the customer verification question category for each interaction case type and service request case type that requires customer verification.
   For information, see "Selecting customer verification questions for an interaction or service case types" in Customer verification.

For more information about the new customer composite capabilities, see Customer composite. For information about the legacy customer composites feature, see the 8.5 version of Pega Customer Service Implementation Guide.

1. In the header of Dev Studio, click ConfigureSystemReleaseToggles.
2. In the Identifier column, locate the ConfigureComposites toggle, and then click the Edit icon on the right side of the row.
3. Select the Enable toggle for all option.
4. Click Submit.

1. On the Security tab of the application definition in Dev Studio, enter the Manager ID and the Manager Key in the Digital Messaging security section, and then click Save.
   Note: Make sure you are in the application from your stack in which you are setting up your channels.
2. Navigate to your Legacy Webchat interface.
3. On the right side of the page, click ActionsCopy channel.
4. In the Copy channel pop-up window, click Bot Agent to switch from your Legacy Webchat to the Digital Messaging interface.

   

   

   Note: Creating a copy of the Legacy Webchat channel using the Bot agent option creates a digital messaging interface with built-in conversation flows, case commands, and responses configured in the Legacy Webchat interface.
5. On the Channel tab of your new Digital Messaging interface, in the Set up section, enter Template Operator and Base URL (URL for the instance), and then click Save. The system displays the Manage connections button.
   You can now add your connections to the different Digital Messaging channels through the Digital Messaging Manager.
6. Click Manage connections to access the Digital Messaging Manager.
7. In the Digital Messaging Manager, create a Web Messaging connection and configure its appearance.
   To display a welcome message to customers when they open the widget for the first time, add the message in the Display Message field on the General tab of Web Messaging connection. The welcome message configured in the Behavior tab of the Digital Messaging interface will not apply.
8. Deploy the Web Messaging widget on the client’s website pages by copying the code snippet on the Installation tab of your Web Messaging connection and using this snippet to replace the Legacy Webchat Mashup script.

If you update from an earlier release, and your application uses the out-of-the-box access roles, your operators acquire the required privilege after the update.

1. Review your access groups to determine whether you use any of the access roles that have been updated to include the new privilege:

   Access role and privileges

   Access role	Privilege
   Pega Customer Service
   PegaCA:CSR	crmCanCSUserRunActivity
   PegaCA:Manager	crmCanCSUserRunActivity
   PegaCA:SysAdmin	crmCanCSUserRunActivity
   PegaCS:SelfServiceUser	crmCanCSUserRunActivity
   Pega Call
   PegaCTI:CSR	crmCanCTIUserRunActivity
   Pega Knowledge
   PegaKM:Approver	KMCanUserRunActivity
   PegaKM:Author	KMCanUserRunActivity
   PegaKM:CommunityUser	KMCanUserRunActivity
   PegaKM:ExternalKM	KMCanUserRunActivity
   PegaKM:Publisher	KMCanUserRunActivity

2. If an access group does not include an access role with the required privileges, ensure that your operators can access the rules that are required to run your application:

   • If you use out-of-the-box access roles, add the access role to the access group.

     For information, see Adding a role to an access group.

   • If you use custom access roles, modify the custom access role to include the privilege.

     For information, see Granting privileges to an access role.

1. If ruleset validation was in place, note that application validation is now recommended instead. Starting in release 8.3, Pega no longer ships the Gateway ruleset that was previously used for ruleset validation.
   For information, see Performing application validation after updates.
2. Update access groups and application instances to reference the latest built-on application.
   For information, see Updating your built-on application.
3. User defined functions (UDFs) are no longer supported for Cloud deployments. Existing objects and instances referencing UDFs in the 8.4 and later application will generate missing value errors for unexposed columns. If your customized application rules used properties that relied on UDFs, you must optimize the affected properties after the update by running the column population job to repopulate these properties. To obtain the list of the properties you must optimize after the update, review the DDL SQL file to find the altered database tables.