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8.6 product changes with update impacts

Suggest edit Updated on December 2, 2021

New built-on applications for release 8.6

After an update to Pega Customer Service 8.6, to adopt the new 8.6 features, you must change your built-on application to the new 8.6 built-on application. For Pega Sales Automation, the 8.5 and 8.6 built-on application includes the Cosmos design system. To determine whether your Pega Sales Automation application is ready to use the Cosmos design system, see Adopting the Pega Cosmos design system.

For information about how to change your built-on application, see Updating your built-on application.

Improved customer search feature (Pega Customer Service)

Version 8.6 of Pega Customer Service adds a new version of the customer search feature with enhanced capabilities such as the ability to configure the search fields and results in App Studio. After an update to 8.6, this feature is disabled by default so as not to interfere with existing customer search configurations. To adopt the new customer search feature, see Adopting customer search (Pega Customer Service).

Improved customer verification feature (Pega Customer Service)

In version 8.6 of Pega Customer Service, there is a new version of the customer verification feature that includes configuration in App Studio, and the ability to vary verification questions by interaction type, case type, and based on matching business conditions. The legacy version of this feature is deprecated. After an update to 8.6, to use the new customer verification feature, you must configure the feature as described in Adopting customer verification (Pega Customer Service).

Improved customer composite feature (Pega Customer Service)

Version 8.6 of Pega Customer Service adds a new version of the customer composite feature with enhanced capabilities such as the ability to configure the tab names, tab visibility based on business conditions, and tab content in App Studio. After an update to 8.6, this feature is disabled by default so as not to interfere with existing customer composite configurations. To adopt the new customer composite feature, see Adopting customer composites (Pega Customer Service).

Migrating from Legacy Webchat to Web messaging (Pega Customer Service)

In version 8.6 of Pega Customer Service, Web messaging is the new chat capability that replaces the older Legacy Webchat. Web messaging uses a ReactJS component architecture that improves performance and supports other new chat capabilities. After an update to 8.6, your application continues to use the Legacy Webchat feature so as not to interfere with any existing configurations. To start using Web messaging instead of Legacy Webchat, see Migrating from Legacy Webchat to Web Messaging (Pega Customer Service).

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 updating to the latest version of Pega Platform, drop triggers because SQL database triggers are no longer supported.

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