Accounts

Overview

Sugar’s Accounts module consists of companies with whom your organization has a relationship and is generally seen as the hub for managing and analyzing your business’ interactions with each customer. There are various ways you can create accounts in Sugar such as via the Accounts module, duplication, importing accounts, etc. Once the account record is created, you can view and edit information pertaining to the account via the Accounts record view. Each account record may then relate to other Sugar records such as contacts, meetings, cases, opportunities, and many others as the customer’s relationship matures. This documentation will cover how to use the Accounts module as well as the various actions and options available from within the module.

Account Fields

The Accounts module contains a number of stock fields which come out-of-the-box with Sugar. The below definitions are suggested meanings for the fields, but the fields can be leveraged differently to best meet your organization’s needs. Users with administrator or developer access have the ability to alter, add, or remove fields via Admin > Studio. For more information on configuring fields, please refer to the Studio documentation in the Administration guide.

Field Description
Alternate Phone The account’s alternate phone
Annual Revenue The company’s annual revenue
Assigned To The Sugar user assigned to the account
Billing Address The account’s billing address
Campaign The campaign, if any, from which the account originated
Copy Address From Left Select the box to copy the account’s billing address to the shipping address field
Date Created The date the account record was created
Date Modified The date the account record was last modified
Description A description or other information about the account
Email Address The account’s email address
Employees The number of employees at the company
Facebook Account The account’s Facebook account information
Fax The account’s fax number
Google Plus ID The account’s Google Plus ID
Industry The industry type to which the company belongs
LinkedIn Company ID The account’s LinkedIn Company ID
Name When viewing, the account’s name
Office Phone The account’s office number
Ownership Indicate if the company is privately or publicly owned
Member Of Designate a parent-child relationship between the account and another account in Sugar
Rating The rating for the company compared to other companies in Sugar
Shipping Address The account’s shipping address
SIC Code The Standard Industrial Classification (SIC) code for the account
Teams The Sugar team(s) assigned to the account record
Ticker Symbol The stock trading symbol for the company
Twitter Account The account’s Twitter account information
Type The account type (e.g. customer, investor, etc.)
Website The website URL associated with the account

Accounts Module Tab

The Accounts module tab is typically located on the navigation bar at the top of any Sugar screen. Click the tab to access the Accounts list view. You may also click the triangle in the Accounts tab to display the Actions, Recently Viewed, and Favorites menu. The Actions menu allows you to perform important actions within the module. The Recently Viewed menu displays the list of accounts you last viewed in the module. The Favorites menu displays the list of accounts you most recently marked as favorites in the module.
ActionsMenu2.png

The Actions menu allows you to perform the following operations:

Menu Item Description
Create Account Opens the record view layout to create a new account
View Accounts Opens the list view layout to search and display accounts
View Account Reports Displays existing reports based on the Accounts module
Import Accounts Opens the import wizard to create or update accounts using external data

If you do not see the Accounts module tab in Sugar, please check the following:

  • The Accounts module may be marked as hidden in your user preferences which will prevent the module tab from being displayed. Navigate to your user profile (upper right of Sugar), click the Advanced tab, and check the Layout Options section. If you see the Accounts module in the Hide Modules list, simply move it to the Display Modules list. For more information on hiding and displaying modules, please refer to the Layout Options section of the Getting Started documentation.
  • The administrator may have disabled the Accounts module for your entire Sugar instance. Reach out to your Sugar administrator to have the Accounts module displayed. For more information on displaying and hiding modules throughout Sugar, please refer to the Developer Tools documentation in the Administration guide.

Creating Accounts

There are various methods for creating accounts in Sugar including via the Accounts module, quick create, duplication, and import. The same record view layout opens when creating the account directly from the Accounts menu as well as via the Quick Create menu and includes all of the relevant fields for your organization. Please note that administrators can configure the Record View layout via Admin > Studio. For more information on configuring layouts, please refer to the Studio documentation in the Administration guide.

Creating Via Accounts Module

One of the most common methods of account creation is via the Accounts module using the Create Account option in the module tab or the Create button on the list view. This opens the record view layout which allows you to enter all of the relevant information for the account.
Use the following steps to create an account via the Accounts module:

  1. Click the triangle in the Accounts module tab to open the actions menu and select "Create Account". You can also click the Create button on the upper right of the Accounts list view.
    From Accounts module tab:
    Accounts_CreateAccount1.png
    From Accounts list view:
    Accounts_ListView_Create1.png
  2. Enter appropriate values for the fields in the record view layout. All required fields will indicate "Required" in the field and must be completed prior to saving.
  3. Once the necessary information is entered, click "Save".
    • Alternatively, you can use the Actions Menu to the right of the Save button to select "Save and view" or "Save and create new". "Save and view" will display the record’s details after the save is complete. "Save and create new" saves the current record and opens a new, blank record view in edit mode where you can create another record.
    CreateAccount_Save1.png

Creating Via Quick Create

The Quick Create menu allows you to easily create new records from anywhere in Sugar. Simply click the quick create button on the upper right of any Sugar page to access the menu. You can also quick create an account from any Accounts subpanel on related module records.
Use the following steps to create an account via Quick Create:

  1. Open the Quick Create menu on the upper right of any Sugar page and select "Create Account" or click the Plus button on any Accounts subpanel on a related module’s record view.
    From Quick Create menu:
    QuickCreate_CreateAccount3.png
    From subpanel:
    Accounts_Subpanel_Create.png
  2. Enter appropriate values in the fields in the record view form. All required fields will indicate "Required" in the field and must be completed prior to saving.
  3. Once the necessary information is entered, click "Save".
    • Alternatively, you can use the Actions Menu to the right of the Save button to select "Save and view" or "Save and create new". "Save and view" will display the record’s details after the save is complete. "Save and create new" saves the current record and opens a new, blank record view in edit mode where you can create another record.
    CreateAccount_Save1.png

Creating Via Duplication

You can also create a new account by duplicating an existing account record. The Copy option is useful if the account you are creating has similar information to an existing account. Please note that existing subpanel relationships for the original account record will not carry over to the duplicated account record.

Use the following steps to create an account by duplicating an existing record:

  1. Navigate to an account’s record view.
  2. Click the Actions menu and select "Copy". Account_Copy_1.png
  3. The displayed record view is pre-populated with the original account’s values. Update the necessary fields, then click "Save".
    • Please note that you can also click the Actions Menu to the right of the Save button to select the "Save and view" or "Save and create new" options. Save and view will display the record’s details after the save is complete. The Save and create new option saves the current record and opens a new, blank record view in edit mode where the user can create another record.
    Account_Copy_Save.png

Importing Accounts

The import function allows you to push multiple account records into Sugar using a comma (or other character) delimited file instead of creating them one-by-one. For more information on importing, please refer to the Import documentation.

Use the following steps to import accounts via the Import Accounts option:

  1. Click the the triangle to access the Actions menu in the Accounts module tab and select "Import Accounts". ActionsMenu_ImportAccounts.png
  2. In Step 1, select the import file and choose "Create new records only". Click "Next".
  3. In Step 2, confirm the import file properties. Click "Next".
  4. In Step 3, confirm the field mappings for the import. Click "Next".
  5. In Step 5, view the import results.
    • The Created Records tab will show all of the new account records.
    • The Duplicates tab will show any records in the file that were identified as duplicates of existing records and thus not imported.
    • The Errors tab will show records that were not imported due to errors detected during import.

Viewing Accounts

There are various options available for viewing account records in Sugar including via Accounts list view, Accounts record view, Accounts Recently Viewed menu, dashlets, and reports. Please note that you will only be able to see account records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration guide.

Viewing Via List View

The Accounts list view displays all account records meeting the current search criteria. Users can also access the activity stream to view posts specific to the account record. For more information on the Record View’s Activity Stream, please refer to the Activity Stream section of this documentation. The Intelligence pane can also be viewed to the right of the record’s details and allows users to view various dashlets that provide valuable data specific to the record’s sales, cases, activities, etc. For more information regarding the Record View’s Intelligence Pane, please refer to the Intelligence Pane section of this documentation.To access the list view, simply click the Accounts module tab. While list view shows key account fields, you can click the account’s name to open the record view. For more information on viewing accounts via list view, please refer to the Accounts List View section of this documentation.

Viewing Via Record View

The Accounts record view displays thorough account information including all relevant account fields followed by subpanels of the account’s related records belonging to various modules. Users can also access the activity stream to view posts specific to the account record. For more information on the Record View’s Activity Stream, please refer to the Activity Stream section of this documentation. The Intelligence pane can also be viewed to the right of the record’s details and allows users to view various dashlets that provide valuable data specific to the record’s sales, cases, activities, etc. For more information regarding the Record View’s Intelligence Pane, please refer to the Intelligence Pane section of this documentation. The record view can be reached by clicking an account record’s link from anywhere in the application including from the Accounts list view. For more information on viewing accounts via the record view, please refer to the Accounts Record View section of this documentation.

Viewing Via Recently Viewed

As you work, Sugar will keep track of which accounts you have recently viewed. Click the Actions menu in the Accounts module tab to see a list of your most recently viewed accounts, and click each name to open the Accounts record view.
Accounts_RecentlyViewed1.png

Viewing Via Dashlets

Sugar Dashlets allow users to get a quick view of various records, activities, reports, etc. Dashlets may be added to a user’s Home page or to the intelligence pane of any module. You can view account information in List View dashlets specific to the Accounts module (e.g. My Accounts dashlet), as well as List Viewdashlets based on other modules such as "My Contacts". Clicking an account’s name from any dashlet will open the Accounts record view. For more information on using dashlets and viewing account records viadashlets, please refer to the Intelligence Pane documentation.

Dashlet_View.png

Viewing Via Activity Streams

The activity stream allows users to view each other’s activities in Sugar and the actions that took place for the various modules (e.g. Accounts, etc.) via posts (record post, user post, etc). You can access the Accounts record view by clicking the account’s name referenced in the post. You can also preview the account record’s detail directly from the activity stream by clicking the Preview button to the right of the post. For more information on viewing records via the activity stream, please refer to the   Activity Streams documentation. Viewing_Accounts_Via_ActviityStream3.png

Viewing Via Reports

Users with access to the Reports module can build, run, and manage reports to gather key data regarding accounts and their related records. In addition to only displaying desired fields and relationships, reports can also incorporate complex filters to only display specific subsets of your records. Once the report is run, you will be able to view the accounts record view by clicking the account’s name in the report results. Please note that you can only directly access record views with Rows and Columns-type and Summation with Details-type reports as Summation-type and Matrix-type reports do not include hyperlinks in their display columns. For more information on using reports, please refer to the   Reports documentation.
Viewing_Via_Reports.png

In addition to navigating to the Reports module and finding or building relevant reports, you can use the Account module tab’s View Account Reports option to see all account-based reports to which you have access.

Accounts_ViewAccountReports.png

Please note that your ability to access reports may be restricted by a role. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you cannot access the Reports module.

Searching Accounts

The Accounts list view includes a module search to help you locate records easily and effectively in a module-specific manner. Once the search is performed, the relevant results will be displayed in the Accounts list view below. Global Search allows users to search for information across their entire Sugar database as opposed to restricting search within a specific module. Please note that Sugar automatically appends the wildcard character (%) to the end of your search phrase. This allows the system to retrieve all records that start with the keyword entered in the search. If you would like to broaden the search, you can use the wildcard at the beginning of your text as well (e.g. %services). This will pull up any record that has the word “services” in the name, regardless of how it starts or ends.

For more information on using the various search methods as well as how wildcards are used in the different methods, please refer to the Search documentation.

Module search enables users to easily search by account name within the Accounts module and pull up matching records in the list view. The search also provides a Filter option allowing you to narrow your search further using the available options as follows:

  • Create : Create a new custom filter which you can use to filter your search
    • Note: You can also click "Create" to the right of the Filter option.
  • All Accounts : Returns all records in the module to which you have access
  • My Accounts : Returns only records assigned to you
  • My Favorites : Returns only records you have marked as favorites
  • Recently Created : Returns only records you created in the module within the last 7 days
  • Recently Viewed : Returns only records you have viewed in the module within the last 7 days

Accounts_ModuleSearch.png

When you choose a filter, Sugar will return accounts which match both the selected filter and any name provided in the "Search by name…" bar in the filtered list view results. For example, if you select "My Accounts" in the Filter options and enter an account name, Sugar will only return account records with a matching name that are assigned to you. Once the search is complete, the relevant results will populate in the list view below the search bar. To see all account records to which you have access, simply select the All Accounts option in the filter and remove any text from the search bar. You can also click the Clear icon within the selected filter option (e.g. My Accounts) in the Search bar to clear the filter and pull up all list view search results. When you run a search using a saved or created filter, the search will be preserved when you navigate away from the module. Returning to the list view will automatically display the results of your last filter. Please note that searches using the "Search by name…" bar only are not preserved when navigating away.
Accounts_Search_Clear.png

Please note that you will only be able to see account records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration guide. Administrators can configure what fields appear on the Accounts Module Search via Admin > Studio. For more information on editing layouts, please refer to the Studio documentation in the Administration guide.

Creating a Filter

Users can also create new filters via the Create option in the Filter list of the search bar. This allows users to add custom, complex filter options when searching in the Accounts list view. You have the option to add multiple fields to your new filter by clicking the Plus button to the right of the filter selection dropdown lists. P lease note that each one of the filter’s criteria need to be true for a record in order for it to appear in the list view search result.When you run a search using a created filter, the search will be preserved when you navigate away from the module. Returning to the list view will automatically display the results of your last filter. Please note that searches using the "Search by name…" bar only are not preserved when navigating away.

The following steps cover creating a new Assigned to filter as an example:

  1. Click the Filter option on the Accounts search bar then select "Create".
    • You can also click "Create" to the right of the Filter option.
    Accounts_CreateFilter.png
  2. Select the field you wish to add to your filter as well as the condition and matching criteria.
    • Note: Only fields you have view access for will be available to add in the Filter list.
  3. To add additional fields to the new filter, click the Plus button to the right of the filter.
    • To remove fields from the new filter, click the Minus button to the right of the filter.
    • To clear any filter values (e.g. Will Westin), simply click the "x" to the right of the value or select "Reset" to the left of the Save button.
    Accounts_CreateFilterPanel1.png

The list view will automatically display results matching your filters as you create and modify the criteria.

Saving a Filter

Saving a filter will preserve the chosen fields as well as the condition(s) of the matching value(s). Additionally, it will allow users to easily select previously created and saved filters from the Filter options.

The following steps cover saving a new search by Name filter as an example:

  1. Create a new filter to perform a search on your desired fields.
  2. Enter in a name for the new filter (e.g. "Accounts not assigned to Will").
    Accounts_CreateFilter_Save.png
  3. Click "Save" to add this filter to the module’s Filter options.

Global Search allows users to search for information across their entire Sugar database as opposed to restricting search within a specific module. Beginning with version 6.5.0, Full Text Search is used with Global Search to search throughout nearly all fields and modules for an enhanced search experience. The Global Search bar is located on the top right hand side of Sugar. You can click the magnifying glass icon or hit Return/Enter to perform your search once the text string is entered in the search box.

Accounts_GlobalSearch1.png

To use global search, you need to first enter the keyword into the search box and the pop-up results will begin appearing once you input four or more characters. Clicking the magnifying glass icon or hitting your Return/Enter key will cause Sugar to return exact matches for your keyword rather than matches with words beginning with your keyword. For more information on using and configuring Global Search, please refer to the Global Search section of the Search documentation.

Regular Sugar users can configure some aspects of global search such as what modules are displayed in the search results by clicking the down arrow within the search box then selecting the module(s) to include in the search. For more information on configuring your Global Search, please refer to the Search documentation. Administrators can control additional elements of global search via Admin > Search and Admin > Studio. For more information on administrator configuration of Global Search, please refer to the Field Options section of the Studio documentation as well as the Search section of the System documentation in the Administration guide.

Accounts List View

The Accounts list view displays all account records meeting the current search criteria to which your user has access. You can view the basic details of each account within the field columns. Please note that you will only be able to see account records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and   Role Management documentation in the Administration guide.

Users with administrator or developer access have the ability to change what fields are visible in the list view via Admin > Studio. For more information on editing layouts, please refer to the Studio documentation in the Administration guide.

Checkbox Selection

You can perform several actions on account records directly from the list view by first selecting the desired records. To select individual account records on the Accounts list view, mark the checkbox on the left of each row.
Accounts_ListView_CheckboxOption.png

To select all account records displayed on the current set of list view results, click the checkbox to the left of the Actions menu. A dialog will appear below the list view column headers indicating that you have selected all records on the list view’s current results set (e.g. 20). To select all records matching the current search results set, click "Select all records" in the dialog.
Accounts_ListView_CheckboxDialog1.png

If you wish to clear the selection for all records on the list view result set, simply click "Clear selections" in the dialog. You can also clear the selections for all records by clicking the checkbox option again to remove the check marks.
Accounts_ListView_CheckboxClearSelection2.png

Total Record Count

You can view the total record count on the Accounts list view by selecting all records displayed on the current set of list view results. Once the records are selected, a dialog will appear allowing you to select all records in the results set.
Accounts_TotalRecordCount_SelectAllRecords.png

The total count of all records on the list view result set will appear in the dialog.

Accounts_TotalRecordCount_TotalNumber.png

Mass Actions Menu

The Mass Actions menu to the right of the checkbox option allows you to perform various actions on the currently selected records.
Mass_Actions_Menu1.png

The options in the Mass Actions menu allow you to perform the following operations:

Menu Item Description
Mass Update Mass update one or more accounts at a time
Add to Target List Add one or more accounts to a target list
Merge Merge two or more duplicate accounts
Delete Delete one or more accounts at a time
Export Export one or more accounts to a CSV file

Favorite Designation

Users have the option to mark account records as favorites via the list view as well as the record view. This allows users to designate records that are important or will be viewed often so that they can easily be accessed via the search filter or from the Accounts module tab. In the Accounts list view, the star on the left of each account’s row is orange once marked to indicate a favorite account. For more information on how to mark records as favorites, please refer to the Favoriting Accounts section of this documentation.
Accounts_ListView_Favorites1.png

Column Sorting

List view provides the ability to sort all of the current search results by a field column in either ascending or descending order. To sort by a field or switch the sort direction, click the column header noting that the fields which allow sorting will have a pair of arrows. Please note that the list view may only be sorted by one column at a time.
AccountsListView_ColumnSort1.png

Column Selection

Sugar gives users the ability to personalize the list view by specifying which fields they want displayed. You can click the Column Selection icon to the far right of the list view column headers to see the list of available fields. Click a field name to toggle whether or not it is included as a column on your list view. Please note that administrators have the ability to configure what fields are available to display in the list view via Admin > Studio. For more information on configuring fields to display in the list view, please refer to the Studio documentation in the Administration guide.
Column_Selection1.png

Preview

Users can view a record’s details directly from the Accounts list view by clicking the Preview icon to the far right of each account’s row.
Accounts_ListView_PreviewIcon1.png
The record’s data will display to the right of the list view providing key information regarding the record as well as the related activity stream information. On the upper right of the intelligence pane, there is a Left and Right arrow button that allows you to scroll through the list view’s current search results by previewing the next or previous record. To close the preview, simply click the "X" on the upper right of the intelligence pane.
Accounts_ListView_Preview2.png

Record Actions Menu

The Record Actions menu to the right of each record’s Preview button allows users to edit, follow, or delete specific records directly from the list view.
Record_Actions_Menu1.png

The options in the Record Actions menu allow you to perform the following operations:

Menu Item Description
Edit Edit this account
Follow Follow this account
Delete Delete this account

More Accounts

The list view loads an initial number of records meeting the current search criteria with the option to show additional results at the user’s request. By default, Sugar displays 20 records per list view results set, but administrators can change the number of records displayed via Admin > System Settings. For more information on changing the number of displayed records, please refer to the System documentation in the Administration guide.To load the next set of list view results, simply click the More Accounts link at the bottom of the list view.

Accounts_ListView_MoreAccounts.png

Right Hand Side Drawer

On the upper right of the Accounts list view there is a double arrow icon which allows users to expand the list view to the full screen width. The intelligence pane to the right of the list view will be hidden when the list view is expanded. To reduce the list view’s width and reveal the intelligence pane, simply click the double arrow icon again.
Accounts_ListView_DoubleArrowIcon1.png

Activity Stream

The Accounts module’s activity stream displays user posts made on the Accounts module and record posts relevant to an individual account record. To view the module’s activity stream, simply click the Activity Stream button to the right of the list view’s search bar. For more information on how to add posts to the activity stream, please refer to the Activity Streams documentation. You can add comments to posts using the comment button to the far right of each post. You can also preview the record referenced in record posts by clicking the Preview button to the right of each post. The activity stream can be filtered to only display certain messages (e.g. Messages for Create, Messages for Update, etc.) by clicking "Filter" above the post input box and selecting the desired message type.

Accounts_ListView_ActivityStream1.png

Intelligence Pane

An intelligence pane displays to the right of the Accounts list view and provides users with valuable record information via various dashlets. The dashboard called "My Dashboard" appears by default, but users may choose to view any of their dashboards using the triangle to the right of the current dashboard’s name. Users may create other dashboards for use with the Accounts module by clicking the Create button. Selecting "Edit" from the Actions menu on the upper right will allow them to make changes and add additional dashlets (e.g. My Accounts, etc.) to their dashboards.

Users can edit individual dashlets by clicking the Gear icon on the upper right of each dashlet. Dashlets may also be dragged and dropped to rearrange them within the current dashboard. You can collapse dashlets you do no wish to view by clicking the Up arrow on the upper right of the dashlet. Sugar will remember the state of your intelligence pane the next time you return to the Accounts module. For more information on editing, creating, and rearranging dashboards and dashlets, please refer to the Intelligence Pane documentation.
Accounts_ListView_IntelligencePane1.png

Accounts Record View

The Accounts record view displays thorough account information including all relevant fields. Beneath the fields you can toggle between viewing an account’s subpanels ofrelated records (Contacts, Opportunities, Leads, etc.) and the account’s activity stream. The record view can be reached by clicking an account record’s link from anywhere in the application including from the Accounts list view.

Please note that you will only be able to view an account record according to your team membership, user type, and role restrictions. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration guide. Users with administrator or developer access have the ability to change the record view by configuring the layout via Admin > Studio. For more information on editing layouts, please refer to the Studio documentation in the Administration guide.

Actions Menu

The Actions menu on the top right of each account’s record view allows you to perform various actions on the current record.
Accounts_RecordView_ActionsMenu1.png

The options in the Actions menu allow you to perform the following operations:

Menu Item Description
Edit Edit this account

Share

Share a link to this account via email

Download PDF Download account information as a PDF file
Email PDF Email account information as a PDF attachment
Find Duplicates Locate potential duplicates of this account
Copy Duplicate this account
View Change Log View a record of changes to this account
Delete Delete this account

Favorite Designation

Users have the option to mark account records as favorites via the record view as well as the list view. This allows users to designate records that are important or will be viewed often so that they can easily be accessed via the search filter or from the Accounts module tab. In the Accounts record view, the star on the right of the account’s name is orange once favorited. For more information on how to mark records as favorites, please refer to the Favoriting Accounts section of this documentation.
Accounts_DetailView_Favorites.png

Following Designation

Users also have the option to follow account records via the record view or list view. This allows users to view record posts from followed accounts on their Home page and Accounts list view activity streams. Each user can personalize their activity stream by viewing posts for records that are most important to them. From the record view, users may follow or unfollow accounts to which they have access using the Follow button to the right of the account’s name. For more information on how to mark records to follow via the list view, please refer to the Record Actions Menu section of this documentation. Please note that you will automatically follow records that you create as well as records that are assigned to you. If you wish to stop following a specific account record, click the Following button to revert it to gray. Should a user lose access to a record in Sugar, they will automatically stop following that record.

Accounts_DetailView_Follow.png

Next or Previous Record

On the upper right of the Accounts record view, there are two buttons that allow you to page through each account in the Accounts list view’s current search results. Clicking the Left arrow button displays the previous account of the current search results while clicking the Right arrow button displays the next account of the current search results.
Accounts_DetailView_NextPreviousRecord.png

Show More

The Accounts record view typically display a few key fields (e.g. website, industry, office phone, etc.) on the business card panel with the option to view more fields by clicking the Show More link on the bottom left. Please note that administrators can configure what fields appear on the business card panel via Admin > Studio. For more information on editing layouts, please refer to the Studio documentation in the Administration guide.

Accounts_DetailView_ShowMore.png

Subpanels

Beneath an account record’s fields are subpanels containing related records from various modules as well as campaign interaction history for this account. Selecting the Data View button will display the subpanels rather than the record’s activity stream.
Accounts_RecordView_DataView_Subpanel1.png

Filter Options

While in Data View, all of the account record’s related records will be displayed beneath the account record’s fields. Users have the ability to search for records which appear in the subpanels as well as filter the view to only display a specific module (e.g. Leads, Contacts, etc.). To locate a record by name, enter the keyword into the Search bar, and the subpanel(s) with the matching record(s) will appear below. To filter, simply click the Related option to the far left of the Search bar and select the module whose subpanel you wish to view. Filter and search may be combined to only display matching records within a selected module. To see all subpanels to which you have access, simply select "All" in the Related options and remove any text from the search bar.
RecordView_FilterOptions_Subpanel.png

When a Sidecar module (e.g. Contacts, Leads, Tasks, etc.) is selected from the Related options, you have the option to filter the related subpanels further using one of the available options (e.g. My Favorites, Recently Created, etc.). Please note that you can also create custom filters for related Sidecar modules. Once the related module (e.g. Contacts) is selected, either click the Filter option and select "Create" or click "Create" to the right of the Filter option.

RecordView_Subpanel_CreateFilter1.png

The most common type of subpanels displayed on an account’s record view contain the account’s related records belonging to various modules. The relationship type determines whether a related record will be displayed in the field listing or in a subpanel. For example, an account may be related to multiple contacts which means that the related contacts will be displayed in a subpanel beneath the fields.

Users with administrator or developer access have the ability to change the fields (e.g. Name, Assigned User, etc.) and labels of each subpanel by configuring the layout via Admin > Studio to provide visibility to the most important fields. For more information on modifying subpanels, please refer to the Studio documentation in the Administration guide.

Related record subpanels allow the following operations to be performed:

  • To view the details of a related record, click the record’s name in the subpanel to open it in record view.
  • To relate an existing record to the account, choose "Link Existing Record" from the subpanel’s Action menu, then locate and select the desired record.
  • To relate a new record to the account, click the Plus button to the left of the Actions menu, then complete the record view layout and click "Save".
  • To preview the related record, click the Preview icon to the far right of the record’s row in the subpanel.
  • To inline edit the record directly from the subpanel, choose "Edit" from the Actions menu on the far right of the record’s row and click "Save" to preserve the change.
  • To delete the account’s relationship to a record, choose "Unlink" from the Actions menu on the far right of the record’s row. This removes the relationship, but does not delete the record itself.
  • To mark the record as a favorite, click the star icon to the left of the desired record’s row.
  • To collapse or expand the subpanel, click the Up arrow to the left of the Plus button.

Accounts_RecordView_ContactsSubpanel3.png

Campaign Log Subpanel

The Campaign Log subpanel contains historical information regarding an account record’s interaction with all Sugar campaigns. When a mass marketing campaign is sent to an account (or manually marked as sent in the case of non-email campaigns), the related campaign activity information will appear within the Campaign Log subpanel. This information mirrors the "View Status" page available from within each individual campaign and shows activities such as when a campaign was sent, when the recipient viewed the campaign message, when the recipient clicked a tracked link within the campaign, etc. Since this subpanel contains historical campaign interactions for the account, it cannot be used to associate an account with a campaign or otherwise manage a campaign or target list. For more information on associating an account with a campaign, please refer to the Adding Accounts to a Target List section of this documentation. For more information on campaigns, please refer to the Campaigns documentation.

Accounts_CampaignLog_Subpanel.png

Activity Stream

The Account record view’s activity stream displays user posts and record posts specific to the individual account record. To view the record’s activity stream, simply click the Activity Stream button below the account’s fields. Please note that posts added via the record view activity stream are only viewable within that record view unless a user is following the record. For more information on how to add posts to the activity stream, please refer to the Activity Streams documentation. You can add comments to posts by clicking the Comment button to the far right of each post, entering in your comment, then clicking "Reply". You can also preview the record referenced in the record post by clicking the Preview button.The activity stream can also be filtered to only display certain messages (e.g. Messages for Create, Messages for Update, etc.) by clicking "Filter" above the post input box then selecting the desired message type.

Accounts_RecordView_ActivityStream1.png

Intelligence Pane

An intelligence pane displays to the right of the account’s record view and provides users with valuable information specific to the account’s sales, activities, etc. For example, the History dashlet displays related calls and meetings that have taken place. In addition to completed activities, the History dashlet will also show the following records:

  • Emails explicitly related with the account record
  • Emails implicitly related with the account record via a matching email address
  • Emails related to any contacts that are related to the account

By default, the Opportunity Metrics, Case Summary, News Feed, Planned Activities, and History dashlets are available in the stock dashboard called "My Dashboard". For more information on the various dashlets available, please refer to the Intelligence Pane documentation.​ Users may choose to view any of their dashboards using the triangle to the right of the current dashboard’s name and may create other dashboards for use with the Accounts module by clicking the Create button. Selecting "Edit" from the Actions menu on the upper right will allow them to make changes and add additional dashlets to their dashboards.

Users can edit individual dashlets by clicking the Gear icon on the upper right of each dashlet. Dashlets may also be dragged and dropped to rearrange them within the current dashboard. You can collapse dashlets you do not wish to view by clicking the Up arrow on the upper right of the dashlet. Sugar will remember the state of your intelligence pane the next time you return to the Accounts module. For more information on editing, creating, and rearranging dashboards and dashlets, please refer to the Intelligence Pane documentation.

Accounts_RecordView_IntelligencePane.png

Editing Accounts

Accounts may be edited at any time to update or add information to the record. You can make changes to existing account records via the Accounts record view. The record view is available within the Accounts module and includes all of the Account fields you should need.
Accounts_DetailView_Edit.png

Please note that your ability to edit accounts in Sugar may be restricted by a role. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you do not see the Edit options.

Administrators in Sugar may configure the Accounts record view via Admin > Studio. For more information on configuring layouts, please refer to the Studio documentation in the Administration guide.

Editing Inline Via Record View

Users can edit individual fields on the Accounts record view without entering the full edit mode by clicking the Pencil icon to the left of the field’s value. This will allow users to type or select a new value. Click "Save" to preserve the changes made to the field.
Accounts_RecordView_InlineEdit.png

Editing Via Record View

You can edit many account fields at once via the record view by clicking the Edit button on the upper right of the page. Once the record view layout is open, update the necessary fields, then click "Save" to preserve the changes made.
Edit_AccountDetailView.png

Editing Inline Via List View

You can also edit individual fields on the Accounts list view without entering the full edit mode. Click the Record Actions menu to the far right of the record’s row and select "Edit".
Accounts_InlineEdit_Via_ListView.png

The fields on the record’s row will open up allowing user’s to type or select a new value. You can click the double arrow icon on the upper right of the page to expand the list view for editing. Click "Save" to preserve the changes made to the account record.
Accounts_InlineEdit_ListView_Open.png

Deleting Accounts

If an account record is invalid or should no longer appear in your organization’s Sugar instance, it may be deleted from either the Accounts record view or list view. Deleting via the record view allows you to delete a single record while the list view allows for mass deleting multiple records at once as well as single record deletions. Deleting account records will not delete the related records and will only remove the relationship, so you may wish to also delete any related records to avoid orphaned records.

Please note that your ability to delete accounts in Sugar may be restricted by a role. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you do not see the Delete options.

Deleting Via Record View

Use the following steps to delete an account record via the record view:

  1. Navigate to an account’s record view.
  2. Select "Delete" from the Actions menu. Accounts_RecordView_Delete.png
  3. A pop-up message will display asking for confirmation. Click "Confirm" to proceed.

Deleting Via List View

Use the following steps to delete an account record via the list view:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the Module Search to find the Account record you wish to delete.
  3. Click the Record Actions Menu to the far right of the record’s row and select "Delete".
    Accounts_ListVIew_SingleDelete1.png
  4. A pop-up message will display asking for confirmation. Click "Confirm" to proceed.

Mass Deleting Via List View

Use the following steps to delete one or more account records via the list view:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the Module Search to find the Account records you wish to delete.
  3. Select the desired account records then choose "Delete" from the Actions menu. Accounts_ListView_MassDelete1.png
  4. A pop-up message will display asking for confirmation. Click "Confirm" to proceed.

You can also use the Select All feature in the list view, which will allow you to easily select the first 1000 records in the result set. If you wish to delete more than 1000 records or delete a specific group of records on the list view, please use the filter option in module search to perform the deletions in smaller batches.

Exporting Accounts

Sugar’s Export option allows users to download all fields for the selected accounts to their computers as a .CSV (comma-separated values) file. This may be useful when needing to use Account data with other software such as Microsoft Excel or to update existing records by exporting, making changes, then importing the altered accounts back into Sugar. For more information on updating existing records via import, please refer to the Import documentation. Due to PHP memory limitations on the server, there may be occasions when the application times out while exporting a large number of account records. If you encounter an error when performing this action, we recommend selecting the records in smaller batches.

Accounts may be exported from the Accounts list view by selecting "Export" from the Actions menu. Users with access to the Reports module also have the option of creating or accessing reports containing specifically chosen fields for accounts and their related record(s). Please note that only Rows and Columns-type reports have the ability to be exported. For more information on exporting records in Sugar, please refer to the Export documentation.
Accounts_ListView_Export1.png

Please note that your ability to export accounts from Sugar may be restricted by a role. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you do not see the Export option.

Mass Updating Accounts

Mass Updating allows users to make the same change to multiple account records at once from the Accounts list view. Users with administrator or developer level access can control which fields are available to change during mass update via Admin > Studio. Currently, only fields with the data type of date, datetime, dropdown, multiselect, and radio may be altered during a mass update. For more information on configuring mass update, please refer to the   Studio documentation in the Administration guide. You can use the Select All feature in the list view, which will allow you to easily select the first 1000 records in the result set. If you wish to update more than 1000 records or update a specific group of records on the list view, please use the filter option in module search to perform the updates in smaller batches.

Please note that your ability to mass update accounts may be restricted by a role. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you do not see the Mass Update option.

Use the following steps to mass update account records from the list view:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the list view’s Module Search to identify accounts you wish to modify.
  3. Select the desired accounts then choose "Mass Update" from the Actions menu.
    Accounts_ListView_MassUpdate1.png
  4. The Mass Update panel will appear below the search bar. Set values for the field(s) you wish to alter.
    • To add additional fields for mass update, click the Plus icon to the right of the dropdown list.
    • Note: For the Teams field, mark "Append Team(s)" to add the teams specified here to any existing team assignments. Not marking the checkbox will replace the existing team assignment with the new one.
    MassUpdate_Panel2.png
  5. Click "Update" to save the changes to all of the currently selected account records.

Finding Duplicate Accounts

Between multiple users working in Sugar, importing new records, and converting leads, it is possible for duplicate account records to be accidentally input to the system. Before creating a new account record, a good practice is to first check that the account does not already exist in Sugar. You can locate duplicate records for cleanup using module search from the Accounts list view. Searching for accounts with similar names or other information can turn search into a powerful, duplicates-finding tool. Sugar also provides a wizard for finding potential duplicates that is available from the Accounts record view and may be used as shown below. If duplicate account records are detected, you can perform a merge per the Merging Accounts section of this documentation.

Please note that your ability to use the Find Duplicates action may be restricted by any role which prevents account deletion. For more information on roles, please refer to the Role Management documentation in the Administration guide. Check with your system administrator if you do not see the Find Duplicates option.

Use the following steps to locate duplicate accounts using the Find Duplicates option from the Accounts record view:

  1. Navigate to an account’s record view.
  2. Choose "Find Duplicates" from the Actions menu.
    Accounts_FindDuplicates_Option.png
  3. Potential duplicate account records will be listed on the Find Duplicates page. Select the duplicate record(s) you wish to merge then click "Merge Duplicates".
    • You can preview the duplicate record’s details by clicking the Preview button to the far right of the records row.
    • You can search for specific records from the Accounts list view if you wish to check for more possible duplicates. For more information on performing a search, please refer to the Module Search section of this documentation.
    • You can also click the Column Selection icon above the Preview button to change the list of fields that display on the list view column headers.
    Accounts_FindDuplicates_Page1.png

Once you click "Merge Duplicates", the merging process with the current record will begin. For instructions on performing the merge that follows, please refer to Steps 3-9 of the Merging Via List View section of this documentation.

Merging Accounts

When duplicate records are identified in Sugar, you have the option to merge two or more accounts into a single record. Once the merge is complete, the duplicate account record(s) will be deleted, and the primary record will remain. Please note that all relationships belonging to the duplicate accounts will be merged to the primary record meaning that any calls, meetings, cases, etc. related to the duplicate account record(s) will automatically be related to the resulting, merged account record. Currently, Date Created, Date Modified, and Email field types are not supported when merging duplicate records in Sugar.

Merging Via List View

Module Search may be used to identify duplicate accounts by, for example, searching for records with similar names. Once your search has identified duplicate accounts, you can merge them directly from the Accounts list view.

Use the following steps to merge accounts via the list view:

  1. Use the list view’s Module Search to identify duplicate accounts.
  2. Possible duplicates will be displayed in the list view. Select the duplicate record(s) that you wish to merge.
    • Please note that up to five records may be merged at once in Sugar. An error message ("Invalid number of records passed. The valid range is from 2 to 5 records.") will appear if more than five records are selected when attempting to perform a merge.
    Accounts_ListView_MergeOption1.png
  3. Select "Merge" from the Actions menu to display the Merging Records page. The primary record’s field values are displayed on the left while other record’s values are in columns to the right. For convenience, fields with differing values will appear on the top of the list. Saving the merge will preserve only the field values marked with the radio button into a single record.
    Accounts_MergingRecords_Page2.png
  4. To change which record is considered the primary, drag and drop the Primary label on the top of a different column.
  5. Review the field values in each column and click the radio button to the left of the value that should appear on the final record. You can also manually type or select a new value for any field as necessary.
    • Note: Fields you do not have Edit access for cannot be edited on the merging records page.
  6. Preview what the final, merged record will contain as you work by clicking the eye icon to display the preview in the Intelligence Pane.
  7. Click "Save" once all fields you wish to appear on the single, merged record have their radio buttons selected.
  8. A pop-up message will display confirming that the duplicate record(s) should be deleted. Click "Confirm" to proceed.

Favoriting Accounts

Each Sugar user has the option to designate their own favorite accounts which are important or will be viewed often so that they can easily be accessed via search or from the Accounts module tab. Once records are marked as favorites, select "My Favorites" from the Filter option next to the Search bar to retrieve your favorites or select from your most recent favorites directly from the Accounts module tab .

Favoriting Via List View

Use the following steps to mark records as favorites via the Accounts list view:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the Module Search to find the Account records you wish to mark as favorites.
  3. Mark the star icon on the left of each desired account’s row.
  4. To remove the account as a favorite, click the star again to revert it to gray.
    Accounts_ListView_Favorites1.png

Favoriting Via Record View

Use the following steps to mark records as favorites via the Accounts record view:

  1. Navigate to an account’s record view.
  2. Click the star icon to the right of the account’s name in the upper left of the record view to designate it as a favorite.
  3. To remove the account as a favorite, click the star again to revert it to gray.
    Accounts_DetailView_Favorites.png

Favoriting Via Subpanel

Use the following steps to mark account records as favorites via the subpanel in related modules:

  1. Navigate to a related module’s record view.
  2. Click the star icon to the left of the desired record’s row in the Accounts subpanel.
    Accounts_ViewingViaSubpanel_Accounts.png
  3. To remove the account as a favorite, click the star again to revert it to gray.

Following Accounts

Users can also choose to follow specific account records to which they have access to in Sugar by clicking the Follow button (If grayed out) to the right of the account’s name. This allows each user to personalize their activity stream by specifying which records’ posts should appear on the activity streams displayed on their Home page and Accounts list view. Please note that you will automatically follow records that you create as well as records that are assigned to you. Should a user lose access to a record in Sugar, they will automatically stop following that record.

Following Via List View

Use the following steps to mark a record to follow via the Accounts list view:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the Module Search to find the Account records you wish to follow.
  3. Click the Record Actions menu to the far right of the records row and select "Follow".
  4. To stop following the account, click the Record Actions menu then select "Unfollow".
    Accounts_ListView_Follow1.png

Following Via Record View

Use the following steps to mark a record to follow via the Accounts record view:

  1. Navigate to an Accounts record view.
  2. Click the Follow button to the right of the accounts name.
    Accounts_DetailView_Follow.png
  3. To unfollow the account, click the Follow button again to revert it to gray.
    Accounts_DetailView_Unfollow1.png

Sharing Accounts

Individual Account records can be shared with other users in your organization by sending an email with the record’s link directly from the record view. In the account’s record view, select "Share" from the Actions menu which will open a Compose Email window including the URL of the account record. Enter the recipient(s) email address in the To field then click "Send".

Accounts_RecordView_Share.png

Users can simply click the link in the email to access the account record in Sugar. Please note that the user must be logged into Sugar in order to access the record. Users will only be able to view the shared record as allowed by their team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration guide.

Downloading Account Information as a PDF

Users have the option to download account information as a PDF file via the Accounts record view by clicking the Actions menu and selecting "Download PDF". All PDF templates which your administrator has created and made available for the module will appear beneath the Download PDF option in the Actions menu. Simply select one of the templates to generate the PDF file to view or save onto your local machine. Please note that the Download PDF option will only appear in the Actions menu if there is an existing PDF template available for the module. Users with administrator or developer access can create and manage PDF templates via Admin > PDF Manager. For more information on creating and managing PDF templates, please refer to the PDF Manager documentation.

Accounts_RecordView_DownloadPDF1.png

Emailing Account Information as a PDF

Users also have the option to email account information as a PDF file using any of the available Accounts module templates using Sugar’s email client. Simply click the Actions menu and select "Email PDF". All PDF templates which your administrator has created and made available for the module will appear beneath the Email PDF option in the Actions menu.
Accounts_RecordView_EmailPDF1.png

Select one of the templates to open a Compose window in the Emails module. The email’s To field will automatically populate with the email address of the account record, and the Subject field will display the account’s name. The email is automatically related to the account record, and the chosen account PDF will be attached. You can update the fields as necessary and enter a body for the email message then click "Send". For more information onsending emails via the Emails module, please refer to the Emails documentation.
EmailPDF_ComposeEmailTemplate.png

Please note that the Email PDF option will only appear in the Actions menu if there is an existing PDF template available for the module. Users with administrator or developer access can create and manage PDF templates via Admin > PDF Manager. For more information on creating and managing PDF templates, please refer to the PDF Manager documentation.

Viewing Account Change Logs

Changes made to each account record are tracked over time, and users are able to view the history of changes via the change log in each account’s record view. To view the change log, navigate to an account in record view and select "View Change Log" from the Actions menu. Please note that only fields marked as "Audit" in Admin > Studio will be displayed in the change log. For more information on designating for audit, please refer to the Studio documentation in the Administration guide.
Accounts_ViewChangeLog1.png
Once the change log opens, you can view the details of historical changes and can search by field name, old value, etc. by entering the keyword into the search box.

Accounts_ViewChangeLog1.png

Emailing Accounts

Sugar allows users to compose and send outbound emails to accounts. There are various ways to send outbound mail to accounts including emailing via the Emails module, Emails quick compose, Accounts module, campaigns, and workflows. Please note that administrators in Sugar must first configure the outbound mail server for the system via Admin > Email Settings in order for users to send outbound emails. For more information on setting up the system email settings, please refer to the Emails documentation in the Administration guide. Users will also need to have their email settings configured in their user preferences prior to sending outbound email from the Emails module, Emails quick compose, or Accounts module. For more information on setting up your user preferences’ email settings, please refer to the Getting Started documentation.

Emailing Via the Emails Module

Use the following steps to compose and send an email to an account via the Emails module. For more detailed information on sending emails via the Emails module, please refer to the Emails documentation.

  1. Navigate to the Emails module by clicking the Emails module tab.
  2. Click the Compose button on the upper left of the Emails module.
    Emails_Compose.png
  3. For the "Related To" field, select "Accounts" as the module then type or select the desired account’s name. The email’s To field will automatically populate with the name and email address of the selected account record.
  4. Enter a subject and body for the email message then click "Send".
    EmailsModule_ComposeTemplate.png

Once the email is sent successfully, the email record will appear in the History dashlet on the account record’s intelligence pane.
Accounts_RecordView_History_Emails.png

Emailing Via Quick Compose

The quick compose option allows users to compose emails from various places in Sugar without navigating away from the current page.

While viewing an account record, you can select "Compose Email" from the Quick Create menu on the top right of any Sugar page. Once the Compose Email form opens, you can manually enter in the email address or click the Address book button to the right of the To field to select the account you wish to send the email. Please note that the email will automatically be related to the account record.
QuickCreate_ComposeEmail.png

Users can also use Quick Compose by clicking an account’s email address anywhere it is displayed as a link. Clicking the email address automatically populates the To field with the account’s name and relates the email to the account record.
Account_RecordView_EmailField2.png

Once the email is sent successfully, the email record will appear in the History dashlet on the account record’s intelligence pane. For more information on sending emails via quick compose, please refer to the Emails documentation.
Accounts_RecordView_History_Emails.png

Emailing Via Campaigns

Sugar’s Campaigns module can be used to create email and newsletter campaigns to send mass emails to a relevant set of accounts. Email-type campaigns are mass emails sent to a target list while newsletter-type campaigns are a series of mass emails sent to a consistent or growing target list periodically or on a regular basis. For more information on sending mass emails to accounts via a campaign, please refer to the Campaigns documentation.

Emailing Via Workflows

Sugar’s Workflow module enables you to automate tasks, send email alerts, and execute various actions. With each workflow, a set of conditions trigger a combination of actions and email alerts potentially including alerts to account records. You can also create alert email templates used by workflows to insert relevent data to the automated email notifications. For more information on workflow email notifications, please refer to the   Email Alert section of the Workflows documentation.

Adding Accounts to a Target List

A target list consists of a group of individuals or organizations you wish to be included or excluded on a mass marketing campaign. These targets are typically identified based on a set of predetermined criteria such as being a prospect or existing customer, age group, industry, etc. There are various ways to add accounts to a target list in Sugar including using the Add to Target List option from the Account list view’s Actions menu. For more information on target lists and other methods of adding accounts, please refer to the Target Lists documentation.

You can use the Select All feature in the list view when adding to a target list, which will allow you to easily select the first 1000 records in the result set. If you wish to add more than 1000 records or add a specific group of records to the target list, please use the filter option in module search to perform the additions in smaller batches.

The following steps cover adding account records to a target list via the Accounts list view as an example:

  1. Navigate to the Accounts list view by clicking the Accounts module tab.
  2. Use the Module Search to find the Account records you wish to add to a target list.
  3. Select the desired account records then choose "Add to Target List" from the Mass Actions menu.
    Accounts_ListView_AddtoTargetList1.png
  4. Below the Accounts search bar, locate and select the desired target list in the dropdown list or click "Create Target List" to add to a new target list. Click "Update" to add the record(s) to the new or existing target list.
    Accounts_ListView_SelectTargetList1.png

In order to view the accounts that have been added, you can navigate to the Target Lists module. Click the target list’s name to enter the record view, and you will see the account records within the Accounts subpanel.
AccountsSubpanel_TargetList.png