Before updating Pega Customer Service, see Crucial update information for Pega Customer Relationship Management to review important information about product changes for each release. To ensure a successful update, some product changes require user action before updating.

If you are updating to the latest patch release of Pega Platform 8.5, only the 8.5 version of the Pega Customer Service application is supported.

For more information about updating your application, see the Update Guide on the Pega Customer Service product page.

To ensure consistent, updateable implementations, in this release several rules that should not be overridden have been locked. If updating from an earlier version of Pega Customer Service, run the Pega Customer Service Upgrade Checker to find locked rules that have been overridden in your application, and then remove the overrides.

For information about using the Pega Customer Service Upgrade Checker, see the application update documentation. For information about locked rules, including remediation information for existing overrides, see Rules finalized in version 8.5 to prevent overrides.

• The columns are reorganized and renamed for improved clarity.
• The name of an overridden rule is now a link that opens the rule.
• A new export tool lets you export the results so that you can compare them to later results, after corrections have been made.

For more information, see Pega Customer Service Upgrade Checker and the Pega Customer Service and Pega Sales Automation 8.5 Update Guide on the Pega Customer Service product page.

The following are the deprecated service case types:

• Application Generated Follow-Up Survey
• Create Opportunity
• Dispute Transaction
• General Customer Case (PegaCA-Work-GeneralCustomerCase)
• Material Fulfillment
• Modify Account Links
• Modify Contact Links
• Modify Organization Links
• Report Lost or Stolen Card
• Schedule Activity
• Send Correspondence
• Send Satisfaction Survey
• Send NPS Survey
• Start Quality Review
• Update Organization Details

To simplify implementations and updates, unused rules for previously-withdrawn features have been deprecated or withdrawn in this release.

The following rulesets are deprecated:

• PegaCRM-Social
• PegaCS-FBM
• CPM-PegaNPS AugmentedAgentSample
• CPM-NPS-Twilio
• PegaFW-Twilio

The Pega Customer Service Upgrade Checker tool finds deprecated or withdrawn rules still in use in your application. Although you should replace deprecated rules with an alternative rule, if your application requires a deprecated rule as a temporary workaround, you can add the deprecated ruleset to your application stack:

For information about how to modify your application stack, see RuleSet Stack tab.

The PegaCPMFS-Work-Interaction-VA- and PegaCPMFS-Work-Interaction-Web classes have been reintroduced in PegaCPMFS in release 8.5. If you are updating Pega Customer Service for Financial Services to release 8.5, the existing copies of these classes will cause a preexisting rule conflict. To ensure that the latest copy of these rules are used during the update to 8.5, select the Replace check box on the Pre-existing rule conflicts page.

For more information, see the Pega Customer Service for Financial Services Update Guide on the Pega Customer Service or Financial Services product page.

To ensure that you can resolve open cases for Pega Customer Service for Insurance case types that were refactored in release 8.5, resolve the open cases for those case types before updating. Alternatively, after the update, you can map the data to match the latest data model to prevent data loss and ensure that the cases can be resolved.

The following Pega Customer Service for Insurance case types were refactored in release 8.5:

• Change Beneficiary
• Policy Loan
• Report a Death Claim
• Surrender Policy

Some classes in the foundation data model used by Pega Customer Service for Insurance are different than the classes with the same name in the CRM data model used by Pega Foundation for Insurance and Pega Customer Service. When importing the PegaCRMI.jar file during an update, select to replace the following classes when prompted:

• PegaApp- (RULE-OBJ-CLASS PEGAPP-)
• PegaApp-Interface- (RULE-OBJ-CLASS PEGAPP-INTERFACE)
• PegaApp-Work- (RULE-OBJ-CLASS PEGAPP-WORK)