Updates to Pega Customer Service include numerous enhancements to support faster, easier, more consistent implementations.
Case type templates
|Case type templates|
To make it easy and fast for business users to create new case types that model best practices, you can now select one of several templates when creating a new case in App Studio. A generic template provides primary and alternative stages that contain consistent steps for eligibility, intake, processing, and resolution. Additional templates support common customer service processes, such as an address change or statement request.
To support streamlined updates and consistent features, the following Pega Customer Service case types now use the new templates:
For more information about case type templates, including detailed information about the stages and steps in the generic case type template, see Case type templates.
|New work pool classes|
New work pool classes have been added for creating new service cases using the case type templates.
Pega Customer Service
Pega Customer Service for Communications
Pega Customer Service for Financial Services
Pega Customer Service for Healthcare
Pega Customer Service for Insurance
|Switches to enable and disable case type features||Case types created from a template now include switches so that
business users can quickly enable and disable features without
having to edit the workflow.|
You can enable and disable the following features:
For more information, see "Configure case processing options" in Configure a new case type from a template.
|New menu commands for templatized case types|
For case types created from a template, the Other actions menu now has the following new commands:
For more information about the Other actions menu commands for templatized case types, see Customer Service Generic Template.
|New Confirm harness replaces old Confirm harness|
A new Confirm harness now provides the user interface that CSRs see during case resolution. The new Confirm harness has the following improvements:
New case types created from a template automatically use the new Confirm harness. If you are updating from an earlier version, and your existing confirm harness has customizations that you still require, a switch in the Case processing options lets you continue to use your old confirm harness.
The new interface includes a wrapper for coaching tips and dialogs, a configurable confirmation message that shows case status, and a configurable content section that shows the CSR the next steps and assignment information for the case. For more information about the Confirm harness, see "Configure Confirm harness" in Configure a new case type from a template.
Other implementation improvements
|New Pega Customer Service application stacks|
All Pega Customer Service 8.5 applications include a new, simplified application stack. Legacy rules and rulesets have been removed from the new application stack.
There are new, out-of-the-box access groups for each built-on application. For more information about the access groups required to perform specific functions, see the Pega Customer Service Implementation Guide.
When you update to version 8.5, and you want to use the new 8.5 features, you must modify your application to use the new built-on application.
8.5 Pega Customer Service built-on applications
For more information, see the "Updating your built-on application" in the Update Guide for your application.
|Error handling activity and data transform|
To support faster implementations and consistent error handling, you can now quickly add error handling to case types to ensure that operators process the case type correctly and completely. A configured error can display an error message on the page and send the error to the application log files. To add error handling to a case type, call the new czErrorHandler activity or czErrorHandler data transform from your case type workflow.
Parameters for error handling include an error message, error code, error type, and log message. When you configure an error as an alert, you can send the alert to Pega Diagnostic Cloud (PDC) for further action. Pega Customer Service provides extension points for error and alert customization.
For more information, see "Adding error handling to a case" in Implementing case types and attributes.
|Address properties template|
A new address properties template that collects address data for any country, and automatically displays address properties that apply to the selected country, has been added to many out-of-the-box case types. The new template provides a consistent, faster implementation experience, and you can add the new template to existing case types.
|Lock key rules and provide extension points||To ensure consistent implementations and extensions, and to improve
the update process, several rules that should not be overridden
have been locked, and new rules with editable extension points have
To learn which rules you should use for extensions, view the Extension Points landing page. For more information, see Overriding an extension point.
|Guardrail warnings added to rules that should not be overridden|
To improve the update process, a rules page displays an informational guardrail warning if you try to save changes to a rule that should not be overridden. As a best practice, you should not save changes to a rule if guardrail warnings appear. These informational guardrail warnings have no impact on the application's overall guardrail score.
In some cases, extension points are provided for features that are commonly modified. To learn about available extension points, view the Extension Points landing page. For more information, see Overriding an extension point.
|Improvements to suggested actions|
The suggested actions feature has several improvements so that CSRs can more easily determine which actions are suggested by Pega Customer Service, and which actions are suggested by Pega Customer Decision Hub.
For more information about Suggested actions, see Suggested actions.
|Hide icons in the Interaction Portal header||To ensure that the Interaction Portal header displays only the icons
relevant to your business and channels, you can now hide all of the
header icons except for the User icon.|
|Hide interaction timer||To ensure that your business can choose whether or not to display an
interaction timer during live interactions, the Interactions
settings now include a setting to display or hide the timer. By
default, the Interaction driver window displays the interaction
For more information, see "Configuring interactions settings" in Interaction channels.
|Simplified customer search||The customer search fields and user experience have been improved to provide a more realistic and expected search capability for customer service representatives (CSRs). The ordering of the search fields now reflects the most likely search and results when searching for customers. The secondary search fields provide a sample best practice when searching with more common customer data, such as Last Name, where we also require two other fields (First Name and Postal Code) to be populated to further constrain the search and to provide more precise results to the CSR.|
|Compliance with Pega platform's URL tampering/BAC fixes||Rules that were exposed and vulnerable to URL tampering have been fixed. The Basic Access Control (BAC) feature will be permanently turned on to prevent future accidental URL risks with your application, even if you have extended it.|
|Change from Hazelcast to database for operator presence||Pega Customer Service has changed the operator presence infrastructure from Hazelcast to database. Database is more reliable than Hazelcast and ensures that no customer chats are dropped.|