In this post, we explore the changes users should expect in the SugarCRM Version 10.2 (Q4 2020) Update.

SugarCRM’s Version 10.2 update applies to Sugar Professional, Sugar Enterprise, Sugar Sell and Sugar Serve Users. If you are hosted with Sugar, you either have already or will receive this update within the next weeks.

Note: SugarCRM Version 10.2 is only available for SugarCloud (Sugar-hosted SaaS) deployments. If you are hosted on-site or with us, you will be receiving your next major release in Summer 2021.

SugarCRM Version 10.2 Release Notes

Let’s take a look at the new features added to Sugar (we will highlight if any of these features have been added to the Sugar Sell, Serve, Sugar Enterprise and/or Sugar Professional edition).

Coterminous Add-Ons for Revenue Line Items

Note: Sugar Sell only.

In case you are selling license subscription based services, this will be an interesting one for you.

Quite often we see the need to make adjustments to subscription based services, e.g. adding further licenses for the remainder of the service period, without affecting the service end date.

With Sugar you can now add products and services to an existing Purchased Line Item record (representing a service the customer already bought) to support coterminous add-ons.

Additionally, if the add-on service is renewable, Sugar will automatically update your renewal opportunity and revenue line item related to the original purchase.

Note that the Purchase Line Item has to be marked as a ‘Service‘ for the Add-On option to be made available.

Do Purchases and Purchased Line Items sound new to you? Check the Sugar 10.1 Release Notes for further details on these two new modules.

Either add a new line item to an existing Opportunity or create a new Opportunity. In either case, the Service End Date and Duration will be automatically calculated, leaving the Start Date for you to choose. 

If you mark the Revenue Line Item as ‘Renewable’, once closed won, the add-on will be automatically added to your existing (or new) renewal Opportunity.

Flexible service duration

Note: Sugar Sell and Sugar Enterprise features only.

Now that a service duration can be set on product level, you can specify if the service duration is locked or if users can modify the default service duration on line items.

Multiple Quotes from one RLI

Note: Sugar Sell and Sugar Enterprise feature only.

Dashboard Enhancements

Note: Sugar Sell, Sugar Serve and (some) Sugar Enterprise and Sugar Professional features only.

Resizable Dashlets

Dashlets can now be resized independently of other dashlets by clicking and dragging their lower corners.

Unlimited Dashboards

Dashboards can now include an unlimited number of dashlets.

Active Subscriptions Dashlet (Sugar Sell and Serve only!)

The Active Subscriptions dashlet is now available for all record view dashboards where the module has a relationship to Accounts.

Knowledge Base Search Dashlet (Sugar Sell and Serve only!)

This dashlet can be added to any type of Dashboard. It provides the user with all Knowledge Base Articles displayed in a tree structure dashlet. Expand the tree structure to access a KB Article which will open in a new browser tab.

Interactions Dashlet (Sugar Sell, Sugar Serve and Sugar Enterprise only!)

What a great addition to SugarCRM’s set of default dashlets!

The Interactions Dashlet can be added to the Accounts, Contacts, Leads and Opportunities Record View layout. It provides you an overview of all activities – with the most recent activities listed at the top. This includes calls, meetings, emails and notes.

Click on an activity to reveal further details.

This dashlet is also available on the Account Detail and Opportunity Detail drawers of the Renewals Console.

User Interface Improvements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

Audit Log for Activities

Much missed, but finally back! Audit Logs for Calls, Meetings and Tasks can be enabled again. Any field that you want to include in the audit trail, simply tick the ‘Audit’ checkbox in Administration > Studio.

Service-focused Enhancements

Note: Sugar Serve only.

SugarLive Contact Center Tool

Important: An Amazon Connect (similar to a chat bot) instance is required to use this feature.

This omni-channel tool uses Amazon Connect to allow customer service agents to communicate in real-time with clients while updating relevant customer data. Here are the key features:

• SugarLive is available in the footer and pops up automatically when a call or chat is routed to you
• When you accept an incoming call or chat, the full view opens including a panel allowing you to search for, view, and update records relevant to the customer or case
• A call or message record is created for each completed conversation to track the communication.

‘Request To Close’ Case button in portal

A new button has been added to portal case records that allows customers to easily communicate that it is safe to close their case.

New module: Messages

The Messages module has been added to track online interactions such as instant messaging or social media.

SugarLive uses it to record the details and chat transcript of chats with customers.

Message records are also included in the Case and Contact Interactions dashlets.

SugarBPM Enhancements

Note: Sugar Sell, Sugar Serve and Sugar Enterprise features only.

New ‘is one of’ operator

Where previously it has been tricky to evaluate the condition of a multi-select field by only using ‘is’ and ‘is not’ operators (with more than 5 multi-select values, the value combinations already feel endless…), we now have a new operator: ‘is one of‘.

We did wonder why no ‘is not one of’ operator was added, however you can simply replicate this condition by using the ‘NOT’ operator, similarly to this example:

Relate fields in field evaluations

So far field evaluations could only be completed on the target module and related modules via a two-way relationship. You will now be able to use Relate type fields in Process Definition field evaluations so they can be used as a criteria in conditions.

Send message to all teams on the record

A new option has been added to the recipient list when using the Send Message and End events: ‘All teams assigned to the record‘. This option will dynamically add all teams on the target record to the recipient list.

Studio Enhancements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

New field type: AutoIncrement

An auto-increment field type allows admins to add a unique numerical ID to module records. This field cannot be edited by end users as the value is auto-generated on record creation.

Unfortunately, there is no option to add a prefix to your numerical ID (customer numbers starting with non-numeric characters, e.g. ‘SUG-10001’) nor to use AutoIncrement type fields in other field calculations (such as a concatenate formula in a Textfield), however we will sit tight as we suspect this to be added in a future release!

Make a field conditionally required

Requested by many, we can now mark a field conditionally required (e.g. if an Account record is of Type ‘Customer’, make the Service Level field required).

The formula logic to use is the same as setting a field dependency via a formula.

Note that you can still set a field to be required without specifying a ‘Required if’ condition. Simply set the checkbox for ‘Required Field’. If the formula field is left blank, the field will be set as required in any case.

Sugar Logic changes

Following formula functions have been added or updated:

• str_replace() : This new formula lets you replace portions of text within a string
• year() : This new formula lets you return the year value from a date field
• isInList() : This updated formula now lets you pass a multi-select field as a second parameter.

Admin Enhancements

Note: Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional features.

OAuth2 for Google Mail and Exchange Online

Sugar now supports OAuth2 connections to Google Mail and Exchange Online when configuring the system outbound email, system inbound email and user email accounts in Sugar.

Microsoft connector

Administrators can now configure the Microsoft connector via Admin > Connectors to allow Sugar to connect to the Microsoft API Services via OAuth2 to send outbound emails as well as receive inbound emails.

SugarIdentity Enhancements

Note: SugarIdentity-enabled instances only.

Want to know more about SugarIdentity? Please read our post on introducing SugarIdentity to you.

Change Password capability for users

A feature that will make user management much simpler going forward. The previously existing Sugar feature of changing your users password in the Sugar application has now been re-introduced for SugarIdentity-enabled instances. The Change Password option is now available in the profile dropdown menu.

Update existing user records via import

Same with the change password feature, a previously used function from the Sugar application has been re-introduced for SugarIdentity-enabled instances: User record updates via import.

If you are familiar with the import wizard, you will very quickly see that this is Sugars standard import wizard which guides you through the various import steps.

SugarCloud Settings link

The SugarCloud Settings link is now available on the Admin page for administrators to easily access the SugarCloud Settings console.

Conclusion on SugarCRM Version 10.2

Please don’t hesitate to contact us should you require any further information on SugarCRM Version 10.2 and we will be more than happy to help you!

Want to know what was released in Sugar 10.1 this autumn? Check out our previous blog post here:

SugarCRM Version 10.1 (Q3 2020) Update – Release Notes

New to SugarCRM?

Click here to Sign up for FREE!

The post SugarCRM Version 10.2 (Q4 2020) Update – Release Notes appeared first on Sugabyte.

This release addresses issues identified in prior releases of SugarCRM Mobile.

More details about this update may be found through the following release notes:
SugarCRM Mobile for Android Release Notes 10.0
SugarCRM Mobile for iOS Release Notes 10.0

SugarCRM Mobile 10.0 is compatible with Sugar 8.0.x and above. Please review the Mobile Supported Platforms page for more information about device compatibility.

All existing installations of SugarCRM Mobile will be upgraded through the phone or tablets’ native upgrade functionality. Alternatively, upgrades can be performed by searching for “SugarCRM Mobile” in the application store for your device or using the following links:
Google Play Store
Apple App Store

The post SugarCRM Mobile 10.0 is now Live! appeared first on Sugabyte.

This latest release introduces compatibility with the upcoming Summer ’19 release and addresses issues identified in prior releases of the Outlook Plug-in. More information about this release can be found in the MS Outlook Plug-in Release Notes 2.7.0.

Installation, upgrade and usage documentation for this release can be found at the following links:
MS Outlook Plug-in User Guide 2.x
MS Outlook Plug-n Installation Guide 2.x

Users can either download the plug-in from the Download Manager with an appropriate download key or by going to their user profile in the application and selecting the “Downloads” tab. Please review the “Supported Platforms” for the Outlook Plug-in before installing.

The post Version 2.7.0 of the Outlook Plug-in Released appeared first on Sugabyte.

With Team-based permissions, Administrators can determine not only which records a user can see but also what the user can do with one, but not another record. Team-based permissions are available in the Sugar Sell, Enterprise and Ultimate editions of Sugar and allow further access permissions to be set along with the regular Team and Role permissions.

Below example explains how exactly Team-based permissions work!

The Scenario

User ‘Will Westin’ has access to Teams ‘National’ and ‘International’. With these Team permissions, Will can see all records that sit in one or both of these Teams.

Will’s manager wants Will to be able to see National and International records, which is covered in the above Team settings. So far so good! However, Will should only be able to edit the National Account records.

In the Role settings that have been applied to Will’s user (shown below) you can see that Will’s ‘Edit’ rights have been set to ‘All’. This means that Will can edit any Account record that he has access to via Teams and so he can edit both National and International records.

These permissions currently do not match what Will’s manager is requesting!

To re-cap:

• Teams: Team settings alone will achieve giving the user access to both sets of records (National and International)
• Roles: Roles alone won’t be able to distinguish the permissions from one Account record to another. Roles only set permissions per module, not per record

That’s why Team-based permissions were introduced. Team-based permissions allow multiple teams to access records, but with different permissions from record to record.

In order to use team-based permissions, the function has to be enabled per module by an Administrator user following the below steps (if not already enabled).

Enabling team-based permissions

The below steps should be performed by a Sugar Administrator.

• Navigate to Admin > Team-based permissions
• If team-based permissions have not previously been enabled, then an Administrator has to select the checkbox ‘Enable team-based permissions’
• Tick the checkboxes next to each module that you want to enable for team-based permissions. In our example we only tick the checkbox for ‘Accounts’
• Once all selections are made, click ‘Save’

Modifying role permissions

An Administrator user must then configure/amend Roles (Admin > Role Management) for the team-based permissions to take effect. Inside of a role, a new access option will be available on module level permissions, called ‘Owner & Selected Teams‘.

In the above example, Will’s role has been updated so that ‘Edit’ permissions for Accounts has been updated to ‘Owner & Selected Teams’. This means that the user can edit records for which they are the assigned user (= Owner) OR in which the user’s selected team is unlocked. For example, if in a user’s user profile the selected team is National and in the Account record the Team National is unlocked, then the user will be able to edit the record regardless of if they are the assigned user or not.

Making a user’s team a selected team

To set the selected team for a user, an Administrator user should navigate to Admin > User Management > Select the user that should have team-based permissions > Edit > Select the ‘Advanced’ tab > tick the ‘Selected‘ checkbox next to the default team(s) that should be the user’s selected teams. In below example (see screenshot), Will’s selected team is National.

Record permissions

After a module has been enabled for team-based permissions, you will see in edit-mode of a record that the Teams field displays a lock button. By default, all teams of a record will be locked (closed lock symbol). Select the lock button to unlock a team (open lock symbol). Below example (see screenshot) shows an Account record where the team National is unlocked.

Now, what does it mean when a team is unlocked in a record?

The user Will Westin will be able to edit the Account record ‘XYZ Funding Inc’ as his selected team ‘National’ has been unlocked, even though he is not the assigned user of this record.

If Will was to create a new Account record, the team would default to his Primary and Selected team ‘National’. This means that the record is automatically unlocked for all users that have the team ‘National’ set as their selected team in their user profile.

If you have any further questions relating to Team-based permissions please contact us by clicking on the below button.

The post Using SugarCRM Team-Based Permissions appeared first on Sugabyte.

Advanced Workflow

Automating daily tasks and reminders is one of the crucial jobs a good CRM solution should handle. Both, Sugar Professional and Enterprise editions have a basic Workflow Manager tool to set conditions, actions and alerts that trigger on record save or after a specified time elapses. However, SugarCRM has released a new tool called ‘Advanced Workflow’ for the Enterprise edition which brings the meaning of workflows and designing automated business processes to a new level. Advanced Workflow provides you with an excellent UI where you can build the actual flow on a blank canvas, drag and drop items and arrows and let the flow automatically update records, create records or send emails. This enhanced workflow tool gives automation a completely new meaning and is not just powerful, it is also very stylish and user-friendly!

Revenue Line Items and Forecasting

Sugar Professional and Enterprise editions have an Opportunities modules where users can manage their sales pipeline. But it might be essential to your business to record individual products or services against your opportunity and keep track which of your items are best sellers and which others might need further promoting. With Sugar Enterprise, you can keep track of revenue line items against your opportunities. And even better, you can use these line items to automatically generate the quoted line items in your Quote as well. This will save you a lot of time and will give you better insight into product and service individual stats. And, although all Sugar editions come with a Forecasting module, Sugar Enterprise allows you to forecast on the individual revenue line items too.

Role-based Layouts and Team-based Permissions

Assigning different permission levels to users is something that comes with any Sugar edition. But it might be crucial to your business that someone from the support team doesn’t have a financial insight into your customers, whereas these figures will be crucial for your sales team. Sugar Enterprise has a feature called ‘Role-based Layouts’ in which you can define for different access roles individual record layouts so that the users assigned to a role only see the data they need which helps to keep the system neat and tidy. And to bring permissions to the next level, Sugar Enterprise comes with a tool called ‘Team-based Permissions’ – herewith you can use the record’s Teams field to control what users are allowed to do (viewing, editing, deleting, exporting and lots more!) based on their team access.

Your Very Own Customer Portal

Next to having case management in Sugar which can integrate with your mailbox, Sugar Enterprise offers on top of this a Support Portal which your selected customers can access to better manage their tickets, view old tickets and also get access to your Knowledge Base which you can maintain in Sugar with versioning and language control!

2 Sandbox Systems

At times you might want to test a new module, a workflow or an add-on outside of your live production environment. With Sugar Enterprise you get two further sandbox instances. Having two further Sugar environments (which can be a copy of your production system by the way) is very handy as you can use one for testing and another for user training (we all know the hassle of cleaning data and finding a bunch of ‘Test’, ‘John Smith’ and ‘Jane Smith’ records. Just keep it outside of your production system!)

On-Demand Storage

If you are hosting your Sugar instance with SugarCRM direct (free hosting with SugarCRM!), you should definitely take into consideration the amount of data you will migrate into or create in Sugar when you are about to make a decision if you go with Sugar Professional or Sugar Enterprise. Sugar Professional comes with 15GB storage whereas Sugar Enterprise will give you 60GB storage. Having 100k Contact records saved in Sugar is probably not going to cause too much storage issues, but if you are planning to archive emails, email attachments and upload documents, you will want to opt for the Sugar Enterprise edition with extra storage space.

Support

In addition to our Sugabyte Premium Support, you will also get free SugarCRM technical support with any edition you purchase. Any support queries can be logged in a support portal provided by SugarCRM. However, you might require more flexibility and faster responses to your query. As a Sugar Enterprise customer, you can use their telephone support as well as their support portal.

You can expect SugarCRM to continue the current trend of widening the functionality gap between the two editions, and they aim to drive more new and existing customers to the higher priced edition.

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Why is SugarCRM UK Support from Sugabyte different?

Technical support from SugarCRM is free, but it is just technical support. If you are looking for a partner to be fundamentally an extension of your own team, who understands your challenges, pain point and goals -we are for you.

In addition to the technical support from SugarCRM, our support is more consultation based. If you have a particular problem or something you would like to achieve, we can set up a screen share and show you how to build it within Sugar.

What’s typically included in our SugarCRM UK support program?

How do I access standard SugarCRM Support?

If you require technical help (for example, your system is down, or impaired) you may request a ticket at https://support.sugarcrm.com.

If you would like to learn more about one of our bespoke support packages, please use the form on the right (for mobile users, scroll down).

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We take pride in our ability to look at a set of requirements and provide our customers with the simplest, most efficient ways of achieving their goals.

Anything is possible.

SugarCRM can usually be moulded into any shape or size depending on the business model’s needs.

Making most changes in Sugar is fairly easy, with no coding required to add and change fields, modify the layouts and relationships between modules.  Even creating new modules from scratch can be achieved easily with modest administrator training using the tools built inside Sugar.

When a certain requirement cannot be achieved using the standard tools built into Sugar, we can develop a code-level customisation.  This might be a functional change or a change to the appearance of Sugar, or it could be an integration into another system.

Our development team has vast experience with building new functionality into Sugar, integrating Sugar with various other systems, data migration, custom workflow/processes and changes to the quotes / PDF layouts.

Our developers are certified by SugarCRM on a regular basis and we adhere to coding best practices.

Have a requirement for a SugarCRM customisation?

Get in touch using the form on the right 

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First some background: the “EU-US Privacy Shield Framework,” was introduced earlier this year to succeed the now-invalid Safe Harbor agreement, which had been in place for decades. The Safe Harbor agreement allowed transfer of personal data from the European Union to the United States. Safe Harbor was invalidated by the European Court of Justice in October 2015 because of the perceived risk of US government spying on EU data.

The new arrangement, worked out earlier this year, imposes a range of new safeguards for transferring personal data from the European Union to the US:

• US companies wishing to import personal data from Europe will need to commit to robust obligations on how personal data is processed and individual rights are guaranteed.

• The US has given the EU assurances that the access of public authorities for law enforcement and national security will be subject to clear limitations, safeguards and oversight.

• There will be a dedicated new Ombudsperson role in the US State Department to address complaints from European privacy regulators on behalf of individuals.

What does this mean for SugarCRM and our customers? SugarCRM has committed to applying the Privacy Shield’s principles and safeguards to EU-U.S. transfers of personal data. No action is required on our customers’ part to benefit from the protection of this framework.

The official Privacy Shield Website where you can find SugarCRM’s listing is here:https://www.privacyshield.gov/list

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