This section provides information for customers updating to Pega Customer Service from an earlier release.
Updating to Pega Customer Service 8.5
Pega Customer Service 8.5 has the following update considerations:
|Crucial update information|
Before updating Pega Customer Service, see Crucial update information for Pega Customer Relationship Management to review important information about product changes for each release. To ensure a successful update, some product changes require user action before updating.
|Version compatibility updates|
If you are updating to the latest patch release of Pega Platform 8.5, only the 8.5 version of the Pega Customer Service application is supported.
For more information about updating your application, see the Update Guide on the Pega Customer Service product page.
To ensure consistent, updateable implementations, in this release several rules that should not be overridden have been locked. If updating from an earlier version of Pega Customer Service, run the Pega Customer Service Upgrade Checker to find locked rules that have been overridden in your application, and then remove the overrides.
For information about using the Pega Customer Service Upgrade Checker, see the application update documentation. For information about locked rules, including remediation information for existing overrides, see Rules finalized in version 8.5 to prevent overrides.
|Pega Customer Service Upgrade Checker improvement||To make it faster and easier for clients to fix rule overrides during
an update, the Pega Customer Service Upgrade Checker interface has
|Deprecated service case types||To reduce the Pega Customer Service footprint and remove
unused cases and their associated rulesets, a number of non-required
service cases and their associated rules have been deprecated. The rules
have been marked as deprecated but remain functional in the 8.5
The following are the deprecated service case types:
|Deprecated and withdrawn rules|
To simplify implementations and updates, unused rules for previously-withdrawn features have been deprecated or withdrawn in this release.
The following rulesets are deprecated:
The Pega Customer Service Upgrade Checker tool finds deprecated or
withdrawn rules still in use in your application. Although you
should replace deprecated rules with an alternative rule, if your
application requires a deprecated rule as a temporary workaround,
you can add the deprecated ruleset to your application stack:
For information about how to modify your application stack, see RuleSet Stack tab.
Updating to Pega Customer Service for Financial Services 8.5
Pega Customer Service for Financial Services 8.5 has the following update considerations.
|Pre-existing rule conflicts|
The PegaCPMFS-Work-Interaction-VA- and PegaCPMFS-Work-Interaction-Web classes have been reintroduced in PegaCPMFS in release 8.5. If you are updating Pega Customer Service for Financial Services to release 8.5, the existing copies of these classes will cause a preexisting rule conflict. To ensure that the latest copy of these rules are used during the update to 8.5, select the Replace check box on the Pre-existing rule conflicts page.
For more information, see the Pega Customer Service for Financial Services Update Guide on the Pega Customer Service or Financial Services product page.
Upgrading to Pega Customer Service for Insurance 8.5
Pega Customer Service for Insurance 8.5 has the following update considerations.
|Resolve existing cases for refactored case types|
To ensure that you can resolve open cases for Pega Customer Service for Insurance case types that were refactored in release 8.5, resolve the open cases for those case types before updating. Alternatively, after the update, you can map the data to match the latest data model to prevent data loss and ensure that the cases can be resolved.
The following Pega Customer Service for Insurance case types were refactored in release 8.5:
|Replace selected classes during the update|
Some classes in the foundation data model used by Pega Customer Service for Insurance are different than the classes with the
same name in the CRM data model used by Pega Foundation for
Insurance and Pega Customer Service. When importing the