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What's new for application configuration

Updated on January 27, 2023

Pega Customer Service™ includes the following enhancements to improve the configuration experience.

Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes

Version information added to splash screen

You can now more quickly see which version of Pega Platform and Pega Customer Service you have installed, so that you can determine whether you have installed the latest updates. The About Pega Infinity splash screen now displays the minor release and patch version numbers.

The following figure shows version information displayed on the About Pega Infinity splash screen :

About Pega Infinity splash screen
Pega Infinity splash screen displays Pega Platform and application version

For more information, see Viewing the application version.

Configuration sets

Configuration sets in AppStudio enable or disable the features of the chat and messaging react components. Pega Customer Service provides six default configuration settings that can be toggled on or off.

Case processing options converted to a configuration set

The case processing options used to configure the built-in features of a case now use a configuration set. Any new cases created using the template inherits the benefits of using a configuration set, such as the ability to apply settings to all case types at one time, and the ability to control the behavior of a specific case type by overriding the default values at the case level.

By default, cases created from the template inherit the configuration set values from the template. Users can override the default values for a specific case type from the Case types menu in App Studio (Case types > Service case > Settings > Case processing options). For more information, see Configuring case processing options.

Case processing options configuration set
Configuration set for case processing options

For more information about configuration sets, see Creating configuration sets.

Enhanced business conditions

In version 8.7, low-code developers can create business conditions more easily. You can configure suggested cases for intelligent guidance by using business conditions instead of intent when rules.

Example of business conditions
Shows creation of business condition for account is due and eligible for auto-pay

Update impact

When you update, the settings for business conditions are disabled by default. To ensure that business conditions are created for relevant categories and that they are applied to the suggested cases, enable the settings for the RelevantRecordCategories and EnableBusinessConditionsToConfigureSuggestedCases rules. For more information about the settings, see Enabling settings for business conditions.

This feature is enabled automatically when new customers run the Application Wizard to create their implementation application.

For more information about business conditions, see Business conditions.

Additional configuration enhancements

In this release, the application configuration process includes these additional enhancements:

Real-time call timer refresh rate

Due to performance improvements, the call timer that shows the duration of a call is now refreshed in real-time. As a result, the Call timer refresh rate setting is removed from the Agent productivity settings.

Customer verification settings moved

To streamline configuration of application settings, the Customer verification settings in App Studio are moved from Tools to SettingsGeneral.

Disable Add Task button conditionally

Enhancement added in patch 8.7.3. Use a When condition to disable the Add Task button during an interaction, in response to the defined condition. For example, you can disable the Add Task button if the number of open tasks for this interaction exceeds the maximum amount allowed by your organization. For information, see Disable Add Task button conditionally.

Hide completed tasks conditionally

Enhancement added in patch 8.7.3. Use a When condition to hide completed tasks from the Interaction Driver view, either in response to defined conditions or always. For interactions that include many tasks, hiding the completed tasks makes it easier to determine which tasks are still in progress. For information, see Hide completed tasks conditionally.


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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