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Sugar Fall ’19 Is Live

By 9 October 2019June 7th, 2022No Comments

Welcome to Sugar Fall ’19

Sugar Fall ’19 has just been released – an exciting development for all SugarCloud customers who are running Sugar Sell, Sugar Serve, Sugar Enterprise and Sugar Professional.

This new release is another step in Sugar’s journey towards enhancing the customer’s experience. It advances the platform’s promise to facilitate collaboration between your marketing, sales and service teams in order to create more aligned, meaningful and memorable experiences.

Read on to learn more about the first intelligent, no-touch customer experience (CX) platform and discover how to exceed expectations and attract lifelong customers:

The release of Sugar Fall ’19 forms part of SugarCRM’s quarterly feature delivery model, which provides Sugar Cloud customers with fast-track delivery of new innovations. Additionally, on-site customers will benefit from greater predictability for Sugar updates with the new release.

Watch Zac Sprackett (Senior Vice President of Product Management) introduce key, recent features across the Sugar customer experience suite:

Sugar Sell
Now that the Business Centres module is integrated into the Contacts, Leads and Users functions, sales teams can leverage business hours during sales-focused SugarBPM processes like lead routing, for example.

New stock SugarBPM process definitions have been added and can be modified to suit your needs. These include:

  • Automatic Forecast Update, which updates the related opportunity or revenue line items when a quote has been closed.
  • Lead routing, which automatically sends leads to the appropriate sales representatives. This feature also sends tasks due in one business day to the new owner, along with an email notification.
  • Quote Discount Approval. When a quote is negotiated with a discount that exceeds 20%, an approval request is sent to the sales representative’s supervisor.
  • The Stagnant Opportunity Reminder notifies sales representatives by email if they have open opportunities that are due to close within the next 15 days, or if their opportunities do not close on time.
  • In emails sent through SugarBPM Send Message and End events features, clients may now use shared email accounts as the ‘From’ address.
  • Create and edit non-user employee records using SugarIdentity-enabled instances.

Sugar Serve
Users now have better access to self-service issue resolution and case deflection features thanks to the knowledge base article search on Sugar Portal’s Home page.

Additional Portal configuration options are now available to Administrators. These include:

  • Case deflection configuration: Users can disable the home page search box through the ‘Enable search before opening a case’ option.
  • Creating new contacts: When a user is registered on the portal, a new contact record is created on the platform. The Lead Source field for new contacts will also be automatically set as ‘Support Portal User Registration’.
  • Display/hide modules in navigation bar: Administrators are now able to customise the portal’s navigation bar by selecting which modules appear.
  • Portal contact information: Portal users can now access the company’s contact information more easily when they require additional assistance when logging in to their account.
  • Portal logo: Administrators can now configure the Logomark URL field to change the image that appears on the upper-left side of the portal screen.

 

Users are now able to access a Source Field Option for ‘Portal’ through the Cases and Bugs modules.

When cases, bugs and notes are created in Sugar, they will automatically be visible in the portal as the Show in Portal/Display in Portal checkbox is now enabled by default in the system.

The following enhancements have been added to the Sugar Portal user experience:

  • Registered users are now able to select their own username and password and add their company’s name when signing up for Sugar Portal.
  • Portal users can now reset their password through a link on the portal’s login page.
  • When seeking help through the portal home page, users will now have access to matching knowledge base articles which may solve their question before creating a case.
  • Portal users can now view their company’s open cases, as well as those closed within the last seven days, through the home page’s ‘All Open Cases’ and ‘Recently Resolved Cases’ dashlets.
  • Users are now able to locate and access knowledge base articles through the home page’s Knowledge Base Categories & Published Articles dashlet.
  • By clicking the Preview button to the far right of each record’s row, portal users can now preview a record directly from the module’s list view.

Now that the Business Centres module is integrated into the Contacts and Users functions, teams can leverage business hours during customer service SugarBPM processes.

In emails sent through SugarBPM Send Message and End events features, clients may now use shared email accounts as the ‘From’ address.

Non-user employee records can be created and edited using SugarIdentity-enabled instances.

Sugar Ultimate / Enterprise
Administrators can now access additional Portal configuration options:

  • They can now control which modules appear in the portal’s navigation bar through the Display/hide modules in navigation bar.
  • Portal contact information: Portal users can now access the company’s contact information more easily when they require additional assistance when logging in to their account.
  • Portal logo: Administrators can now configure the Logomark URL field to change the image that appears on the upper-left side of the portal screen.
  • When a user is registered on the portal, a new contact record is created on the platform. The Lead Source field for new contacts will also be automatically set as ‘Support Portal User Registration’.

Users can now access a Source Field Option for ‘Portal’ through the Cases and Bugs modules.

When cases, bugs and notes are created in Sugar, they will automatically be visible in the portal as the Show in Portal/Display in Portal checkbox is now enabled by default in the system.

The following enhancements have been added to the Sugar Portal user experience:

  • Registered users are now able to select their own username and password and add their company’s name when signing up for Sugar Portal.
  • Portal users can now reset their password through a link on the portal’s login page.
  • By clicking the Preview button to the far right of each record’s row, portal users can now preview a record directly from the module’s list view.
  • In emails sent through SugarBPM Send Message and End events features, clients may now use shared email accounts as the ‘From’ address.
  • Create and edit non-user employee records using SugarIdentity-enabled instances.

Sugar Professional

  • Create and edit non-user employee records using SugarIdentity-enabled instances.
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