CPM and CPM-HC upgrade to Pega Customer Service 7.1.4
Hi- We are planning to upgrade from CPM 6.2 sp4 and CPM-HC to Pega Customer Service 7.1.4. We would do a fit gap analysis of our own but would also like to have feedbacks of your prior experience on upgrading CPM and/or CPM HC versions. Would like to know what is new and what is not supported absolutely and which we have to address.We are aware of few changes for Example
1> The legacy portals are depricated but they would continue to perform
2> Perform harness reference changes
But is there anny ruleset/class structure level changes that need to be addressed absolutely post upgrade.
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Pegasystems Inc.
IN
There are no class structure changes required for this upgrade.
The following articles will help you to understand what is changed from CPM 6.x to Pega 7. this is applicable to CPM-HC also as it is built on CPM.
Customer Service Tech Note:
https://pdn.pega.com/documents/pega-customer-service-migrating-to-the-interaction-portal-tech-note
Customer Service Upgrade UseCase:
https://docs-previous.pega.com/converting-cpm-csr-portal-cpm-interaction-portal
Thanks,
Dhev
Accenture Technology Services
IN
Thanks i have already gone through this links.I have one question which is not yet clear a> Will CPM 6.2 sp4 and CPM-HC work on PRPC7.1.9 or the framework upgrade is absolutely necessary.Please note that i am looking for whether it will work or not , not whether this is supported in higher versions of PRPC7.1
Accenture Technology Services
IN
Hi Deepika - You can check the links under Industry solutions, productivity solutions and Pega 7 platform for details on each framework. You have to check the release documents for each of the frameworks to decide which fits your intended Pega 7 version.
Pegasystems Inc.
IN
One more imp point from upgrade perspective - >The CPM 714 upgrade guide has more steps interms of upgrading to 714. OOTB 714, there is no backward compatibilty for opening Interactions created from CSR portal in Interaction Portal. But, you can process Service Case Work objects created from old portal in new interaction portal. This link will actually help you to understand new interaction portal vision and base updates.
https://docs-previous.pega.com/pega-customer-service-migrating-interaction-portal-tech-note