Sugar Summer ’19 Is Live

Sugar Summer ’19 has been released and is now available for all Sugar cloud customers.

The Summer ’19 release changes the game by introducing Sugar’s robust suite of customer experience solutions empowering your marketing, sales and services teams to collaborate across the entire customer lifecycle for more meaningful, memorable experiences. Learn more about the first intelligent, no-touch customer experience (CX) platform and how to exceed expectations and create customers for life.

This release represents the next step in the SugarCRM quarterly feature model, providing accelerated delivery of new innovations for Sugar Cloud Customers, as well as greater predictability for Sugar updates for on-site customers.

Summer ’19 will significantly benefit customers running in the cloud environment with the following feature updates:

All Users

  • A new field on user records, License Type, allows administrators to grant each user access to one or more products including SugarCRM’s new offerings, Sugar Sell and Sugar Serve.
  • For Cases, Tasks and Opportunities a new view has been added, Tile View, that displays records as tiles in an interactive, drag-and-drop interface (available in Sell, Serve, Enterprise and Ultimate editions)
  • The Emails list view can now be filtered using the From, To, Cc, Bcc and Direction fields.
  • Custom filters applied to List View dashlets are now shared with all members of the associated team(s) that have access to the shared dashboard.
  • The Comment Log field has been enhanced with the following functionality:
    • URLs in the Comment Log entries are now clickable and will open the link in a new tab
    • Users can now insert a link to a Sugar record in the form of a clickable pill in the Comment Log entries.
    • Users can now be tagged in Comment Log entries, which causes the tagged user to receive a notification in Sugar.
  • The new Date Resolved field on the Cases module captures the date and time each case is resolved.
  • SugarBPM has been enhanced with the following functionality:
    • The Emails module is now available as a target module when creating process definitions in SugarBPM.
    • A “From” user can now be configured in SugarBPM’s Send Message events so that emails sent from processes have a more personalised sender

(SugarBPM is available in Sell, Serve, Enterprise and Ultimate editions)

  • The new SugarCloud Insights page allows administrators to easily monitor their instance’s database and file system storage usage, license usage, as well as gain access to PHP error logs and access logs.
  • The Activity Stream Purger Scheduler has been added and can be enabled to prune activity stream records that are older than 6 months from the activities table.
  • Sugar now supports TLS encryption for LDAP single sign-on.

Sugar Serve Users

  • The Service Console dashboard provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and cohesive case research and action experience.
    • The Overview tab contains 9 pre-configured dashlets to help users plan their current work, keep track of their backlog, and check in on their throughput as well as the teams responsibilities.
    • The Cases tab is a detail-rich list of agents cases prioritised by follow-up date which draws their attention to overdue and approaching SLA commitments while providing one-click access to investigate more or take action.
    • Clicking each case opens a drawer containing 4 dashlets which combine to provide a single place to gather deeply related information, log progress and communicate with customers.
  • Sugar Serve includes stock process definitions that automate complex SLAs by routing cases, prioritising work and updating follow-up dates using your organisations multi-region business centres and their business hours.
  • Sugar Serve includes stock process definitions that automatically send email notifications to customers, support representatives and managers to inform them of case updates, case assignment and missed SLA’s.
  • The new Business Centres module is available for designating distinct time zones, operating hours, and holidays for different business centres in your organisation. For distributed organisations, accounts and cases can be assigned to their relevant business centre and each cases business centre assignment is leveraged by SugarBPM to calculate accurate follow-up dates.
  • Fifteen new customer-service focused stock reports are available in the Reports module.
  • The new Interactions dashlet is available on record view to see a history of past calls, emails, meetings and notes related to the record as well as to create new interactions.
  • The new Comment Log Dashlet is available on record view for viewing the Comment Log of a record and adding new entries.
  • The new Record View dashlet is available on record view with configurable tabs to display embedded record and list views of records related to the one being viewed.
  • This release also includes additional fixes to address issues in previous releases of Sugar, detailed in the Ultimate, Enterprise and Professional Release Notes.

Sugar Sell Users

  • The new Business Centres module is available for designating distinct timezones, operating hours and holidays for different business centres in your organisation. For distributed organisations Accounts can be assigned their relevant business centre.
  • The new Interactions dashlet is available on record view to see a history of past calls, emails, meetings and notes related to the record as well as to create new interactions.
  • The new Comment Log dashlet is available on record view for viewing the Comment Log of a record and adding new entries.
  • The new Record View dashlet is available on record view with configurable tabs to display embedded record and list views of records related to the one you are viewing.This release also includes additional fixes to address issues in previous releases of Sugar, detailed in the Ultimate, Enterprise and Professional Release Notes.

Please visit the Supported Platforms page for a complete list of supported browsers and other platform information.

Additional Documentation & Release Notes

Please review Sugars release notes for the new versions using the following links and the Knowledge Base article “What to Expect When Upgrading to 9.1” to learn more about the new features available, as well as the additional fixes to address issues identified in prior releases:

Chloe is Sugabytes Customer Success Manager. Ensuring our existing customers of Sugabyte continue to be successful using SugarCRM and Act-On.