Published Release Notes

App Studio enhancements further support Pega Express methodology

App Studio now includes improvements that you can use to plan your Microjourney™ in a more convenient way. The Overview workspace now includes a button to edit application details, such as name, description, and business objectives, without having to switch to Dev Studio. You can also access relevant information faster, because Case Designer displays additional details about channels, data objects, and attachments associated with a case type directly in a properties pane. For improved management of your features, feature categories are now available in the application inventory so that you can clearly communicate to your development team what type of features need implementation.

For more information, see:

• Editing application details in App Studio 
• Associating personas with channels 
• Adding features to application inventory 
• Creating a Microjourney for customer success

Conversation flow and smart shapes for the Digital Messaging chatbots

When creating Pega Intelligent Virtual Assistant™ (IVA) for Digital Messaging, chatbot developers can now use new conversation smart shapes in a dedicated flow, making the design process simpler, more robust, and intuitive. With the new smart shapes, the chatbot displays text messages or asks questions to users in one of several ways. In addition, developers do not have to create additional rules, switch tabs, or perform manual validation. You can associate the conversation flow that you create for your IVA with a business case, use the flow on its own, or reuse it in another conversation flow, improving the overall chatbot design process.

For more information, see Adding a stand-alone conversation process for a conversational channel, Adding a case type conversation process for a conversational channel, Editing the conversation smart shapes and Flow shapes.

Ability to forward emails in triage cases

When working on customer emails in the Email Manager or Case Manager portal, customer service representatives (CSRs) can now forward emails to additional stakeholders, for example, third-party vendors or sellers. As a result, CSRs that work with Pega Email Bot™ save time, improve responsiveness to customer inquiries, and make email triaging more efficient. The email bot keeps each forwarded email conversation in a separate email thread from the customer conversation, making the system more consistent and secure.

For more information, see Communicate with stakeholders on a customer query by forwarding emails and Forwarding emails to other stakeholders for an email bot.

Enhanced mapping of personas and users in App Studio

App Studio now provides a consistent and transparent experience when mapping personas to users. When you invite users to your application, you can associate each user with a run-time persona or developer role by selecting an option from a clearly organized list. For example, you can associate run-time users with a customer service representative persona, and then invite a person to help develop your application and assig them a developer role. For greater clarity, personas now replace references to roles in App Studio.

For more information, see Inviting collaborators to your application.

Tracer support for Cosmos React

The Tracer tool is now available for stateless applications, so that you can trace and debug applications that you build on Cosmos React. Because in a stateless application multiple requests can run simultaneously, to provide clarity, Tracer shows the events by request ID instead of grouping the events by the time of occurrence. For greater convenience, debugging Cosmos React applications is also available in an offline Tracer tool. As a result, you speed up the development process and deliver top-quality applications that are free of bugs.

For more information, see:

• Debug your Cosmos React applications faster with Tracer (8.6)
• Application debugging by using the Tracer tool
• Pega Digital Experience (DX) API
• Cosmos React

Outbound email templates for email bots

Pega Email Bot™ now provides built-in templates for outbound email and an option to create your own, custom templates. You can use this feature to standardize branding for your applications and the company through your communication channels. For example, customer service representatives (CSRs), who use the Email Manager or Case Manager portals, can apply these templates to strengthen your brand's presence in every email that they send or that the email bot automatically sends as an acknowledgment for a user email.

You select an outbound email template when you configure the Email channel. The system provides you with three built-in outbound email templates that you can select or modify to fit the requirements of your organization.

For more information, see Creating an Email channel and Creating outbound email templates.

Nested conditions visible in the condition builder

Condition builder now supports the option to view nested conditions in a read-only mode, so that you can conveniently analyze and understand logic in your application. For example, if you create a condition that uses another When condition rule as a value to compare at run time, you can preview the configuration of that When condition. You can use this feature with When conditions nested at multiple levels, so that you can analyze even complex logic in your application.

For more information, see Defining conditions in the condition builder.

More detailed configuration of persona access in App Studio

App Studio now supports more precise configuration of access for personas so that you can improve the security and usability of your application. You can now define what actions a given persona can perform on a case, a data object, or a configuration set. You also save time because you define settings for an entire group of users that a persona represents. For example, you can configure a customer service representative (CSR) persona to view only cases that process insurance claims from VIP customers, without the option to modify the cases. As a result, you ensure that users of your application can interact only with relevant data, in a way that best meets your business needs.

For more information, see:

• Manage access for personas more efficiently in App Studio (8.6)
• Configuring access options for a persona

Association of incoming emails with triage cases

Customer service representatives (CSRs) can now associate an email triage case with existing business cases or service requests. As a result, CSRs can respond more quickly to information about the same issue reported by customers several times. The system displays a list of related service cases for the same customer that CSRs can then associate or disassociate from the open email triage case in the Email Manager or Case Manager portal.

For more information, see Associating service requests with a triage case and Keep related incoming emails together for a triage case.

Decision tables authoring in App Studio

App Studio now supports the option to create decision tables that return values for a calculated field. For example, you can automatically calculate a life insurance rate for a customer by using a decision table that evaluates multiple factors, such as age, medical history, and current occupation. At run time, your application evaluates the values that the customer provides against the values in the decision table, and then responds with the most suitable result. By building decision tables in App Studio, you increase the flexibility of your low-code application and save time and resources, because a single decision table can provide results in multiple scenarios. You can also save and then reuse decision tables to speed up your application development even more.

For more information, see:

• Calculate values automatically in App Studio with decision tables (8.6)
• Calculating values with decision tables
• Authoring decision tables in App Studio