Updating to 8.5 from earlier versions
This section provides information for customers updating to Pega Customer Service from an earlier release. Pega Customer Service
8.5 has the following update considerations: 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. 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. For more information, see Pega Customer Service Upgrade
Checker and the Pega Customer Service and Pega
Sales Automation 8.5 Update Guide on the Pega Customer Service product
page. The following are the deprecated service case types: 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previously-withdrawn features have been deprecated or withdrawn in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withdrawn rules still in use in your application.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. Pega Customer Service for Financial Services
8.5 has the following update considerations. 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. Pega Customer Service for Insurance
8.5 has the following update considerations. 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: 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
Updating to Pega Customer Service
8.5
Update issue Description Crucial update information Version compatibility updates Locked rules 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
several improvements. 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
release. Deprecated and withdrawn rules Application Deprecated ruleset Pega Customer Service PegaCS-Deprecated Pega Customer Service for Financial Services PegaCSFS-Deprecated Updating to Pega Customer Service for Financial Services
8.5
Update issue Description Pre-existing rule conflicts Upgrading to Pega Customer Service for Insurance
8.5
Update issue Description Resolve existing cases for refactored case types Replace selected classes during the update PegaCRMI.jar
file during an update, select
to replace the following classes when prompted:
Previous topic Known issues in version 8.5