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7.21 product changes with upgrade impacts

Suggest edit Updated on September 10, 2021

Pega Customer Service

You must use the Interaction Portal that was introduced in Pega Customer Service 7. CPM/CSR legacy portals are no longer supported and do not function in this version.

Before upgrading to the latest version of Pega Platform, drop triggers.

MyCoCA sample application is deprecated

The MyCoCA sample application is no longer shipped with Pega Customer Service. The rules that were associated with the MyCoCA application ruleset have been moved to the PegaAppCA ruleset. A new, unlocked sample application, Pega Customer Service Sample Application, is included with the installation. The sample application can be utilized for quick configurations or other rule changes without requiring the creation of a new application. As a best practice, when creating your new application, use the New Application wizard and specify CustomerService: 7.21 as the built-on application.

PegaCHAT

Pega Chat 7.21 includes significant architectural changes. If you have a customized version of Pega Chat in a prior release, you need to make changes before you use the latest release. 

Pega Sales Automation

Supports multiple addresses for Organizations, Accounts, and Contacts. For specific details on upgrading the data instances and setting primary address type, see the application upgrade guide.

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