SugarCRM SupportProduct GuidesSugar MarketSugar Market User GuideAccounts, Leads, and ContactsLeads and Contacts
Sugar Market was formerly known as Salesfusion.

Leads and Contacts

Overview

You can create Leads and Contacts directly in Sugar Market or sync from your external CRM.

Note: If SugarPredict for Market has been enabled in your Sugar Market instance, you will see interest prediction scores in addition to the point-based scores shown on this page. Please refer to the SugarPredict for Market User Guide for more information. 

Accessing Leads and Contacts

Click the Leads/Contacts icon in the global navigation bar to open the Leads and Contacts list. You can also access the contact list by navigating to Manage > Leads/Contacts.
SM UG leadsmenu

Searching for Leads and Contacts

To search the contact list for a specific record, type in the search bar and then click the magnifying glass icon. You can search the contact list by first name, last name, email, owner, or account. 
SM UG leadssearch

Viewing Leads and Contacts by Scoring Profile

Click the trophy icon in the toolbar to select a scoring profile. After selecting a profile, the score column updates to reflect that profile's scores:

SM UG leads scoringprofile

Sorting the Leads and Contacts List

Sort the Leads and Contact list by clicking a column header or by using the sort icon in the toolbar:

SM UG leads sort

Lead and Contact Actions

Select a record or multiple records and expand the context menu in the toolbar to see the available actions. Some actions are not available when multiple records are selected.
SM UG Leadsactions

  • View Details: Open the lead or contact card. You can also double-click the row to open the card.
  • Email: Create and send an email directly to the contact(s). 
  • Add to List: Add the contact(s) to a distribution list.
  • Add to Nurture: Add the contact(s) to a nurture campaign. 
  • Assign Owner: Reassign the contact(s) to a new owner.
  • Push into CRM: Push the contact's data into your external CRM.
  • Delete: Delete the contact(s) from Sugar Market.
  • Unsubscribe: Unsubscribe the contact from receiving email communications.
  • Merge: Merge two contact records together. This option is only available when 2 records are selected.

Creating Leads and Contacts

To create a new Lead or Contact record:

  1. Click the Create button in the toolbar.
  2. Complete the Create Contact form, and then click the Create button. 
    SM UG Leads create

Importing CRM Contacts

When data in your import list match existing records in Sugar Market, the existing records will be updated in Sugar Market on import; however, these updates will not be pushed into your external CRM unless an action such as scoring pushes the records to your CRM. To update records in your CRM, it is best to update the records directly from your CRM and let the updates sync down into Sugar Market. For more information on the CRM sync, refer to the Sugar Market Integration Guide.

Import File Requirements

Import files must be an MS Excel or CSV file format. Your file should include columns for Email, First Name, and Last Name at a minimum, but you can include as many columns as you want, including custom fields. If you have more than twenty columns, we recommend breaking your import down into smaller files. Two additional important considerations:

  • Lead vs Contact: All records are imported into Sugar Market as Leads unless specifically designated as Contacts. The CRMType field indicates whether a record is a lead or a contact. Include this column in your file and designate the Contact value for all records that should be imported as contacts.
  • Record Owner: All records imported into Sugar Market are assigned to the user performing the import as owner. To assign records to specific owners on import, include the OwnerID column in your file. Access the OwnerID in the user record User ID field by navigating to User Menu > Users.

Note: If you are using an MS Excel file, then either clear formatting or save as a CSV file before proceeding with your import.

SM UG Lists uploadfile

To manually import contacts from a CSV or MS Excel file:

  1. Click the Import CRM icon in the toolbar. The Import Contacts wizard opens.
    SM UG leads upload
  2. Click the Select button to locate and choose the MS Excel or CSV file to upload. A validation message displays if the file is attached successfully; this does not indicate that the contacts have been imported yet.
    SM UG Lists import1
  3. Check the options below as desired, and then click the Next button:
    • Contacts have confirmed consent or legitimate interest: Select this checkbox to confirm that you are importing only those contacts who have confirmed consent to receive email communication from your organization. This is required for GDPR compliance.
    • First row contains Column names: If the first row in your file contains column names (e.g. First Name, Last Name, Email), then select this option. If your file contains a header row and you do not select this option, then your data will not upload correctly.
    • If record already exists, then overwrite values: Check this option to have the data in your file update the data if a matching record is found in Sugar Market instead of creating a new record. We recommend you always enable this option. In Step 2, you can overwrite this option for specific fields.
  4. In Step 2 of the Import Wizard, set your field mappings and options. When your import file includes column headers, the wizard attempts to match the headers with the appropriate field name. While the results are typically accurate, there are some fields that are more difficult to automatically map (e.g. Address1, Address2, Shipping Address), so it is important to confirm the Map Column fields and use the dropdown to change fields, if necessary.  
    wizard2
  5. Check the options below as desired, and then click the Next button:
  • Overwrite: Select or de-select the Overwrite checkbox for any field you do not want to overwrite in existing Sugar Market records. This overrides the selection you made in Step 1.
  • Import Previous Mappings: To use the same mappings you used in previous uploads, select the appropriate mappings from the dropdown list, and then click the Import Previous Mappings button.
  • Select Key Column: The key column is the field that is used to uniquely identify records. The default key column is Email, and while you can choose another key column, we recommend you leave this default to eliminate problems that may arise from having multiple records with the same email address. You can also identify multiple key columns to help detect duplicates
  • In Step 3 of the Import Wizard you can optionally create a new distribution list from your import, add the records to an existing distribution list, or remove the records from an existing distribution list. We recommend you always add records to a distribution list. Choose any of the following options, if desired, and then click the Next button.
    SM UG Lists import3
  • To create a new list, type a name for the list in the Create New List field, and then click the Create button.
  • To add the records to an existing list, locate the list in the Select Existing List dropdown, and then click the Add button. The list name populates the Add to Distribution box.
  • To remove the records from an existing list, locate the list in the Select Existing List dropdown, and then click the Remove button. The list name populates the Remove from Distribution box. Note that the records will only be removed from the list; the records will not be deleted from the database.
  • Step 4 provides a summary of the import selections you have made. Review your selections, make any necessary changes, and then click the Next button to submit the import request.
    SM UG Lists Import4
  • Step 5 confirms the upload request. You will receive an email notification when the upload is complete. From here you can start the Import Wizard again or click the Go to Distribution Lists button to manage all distribution lists.
    SM UG Lists import5

 

Detecting Duplicates on Import

While the Email field is the default and recommended unique identifier used to prevent duplicates, you have the option to use other fields as key columns, as defined below:
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  • First Name, Last Name, Account Name: This option will key off of records that have unique First Name, Last Name, and Account Names. This option is typically used to import records into Sugar Market that do not have an email address.
  • Allow Duplicates: This option will ignore keying off of any column and import all records in your file into Sugar Market.
  • Custom Key Columns: When this option is enabled, a new column is added to the right of each field in Step 2. Select the column(s) to key off of. When multiple columns are selected, Sugar Market looks for unique data that exists in both columns to prevent duplicate records.
    mceclip0

The above example shows the custom field MIS_Number__C and Email as key columns. Sugar Market will look for both fields to be unique instead of just the default Email. If there are two records with the same email address but different MIS_Number__C values, then Sugar Market will import both records since both fields identified as key columns need to be unique.

Validating Imported Email Addresses

Sugar Market has partnered with BriteVerify to provide improved visibility into the quality of your contacts' email addresses. By validating and verifying new contacts before you send, BriteVerify can reduce your bounce rate by 98% and help your messages get delivered, thus keeping your reputation intact. It is recommended that you use the service before you import your data and send to your contacts. Results will be delivered in real-time with information on how you should manage the returned contacts in your cleaned list. We validate your database contacts for you during technical setup with Sugar Market. For future lists, there is a nominal fee to verify through BriteVerify.

  1. Access the BriteVerify link on any step in the Import Wizard. This link directs you to the BriteVerify site with the Sugar Market promotional code.
    SM UG Lists Briteverify
  2. Click the Sign Up button to create your account.
    SM UG Lists Briteverify2
  3. Sign in with the Username and Password you created.
  4. Click "+ Import List".
  5. Click on Direct Upload, click Choose File, Add file to be validated (the file will be the .CSV file with the file name, ClientName and Date).
  6. The Total Records, Verifications, and Total Cost are displayed. Click "Let's Get Started".
  7. The file will load and then verify. When the validation has completed, a Complete message displays.

The following status codes are returned:

  • Valid: The email is associated with a valid account. 
  • Invalid: The email address is invalid. See the secondary statuses below for more details. These addresses will be added to the validation table and excluded from sending mail.
  • Accept All: Accept-All domains have configurations that make all emails seem Valid, which is rarely the case. There will be some bounces from the Accept-All category.
  • Unknown: Email address looks good but the associated domain is not responding. This could be a temporary status for domains having intermittent issues, or a permanent issue for dying domains. There will be some bounces from the Unknown category.

The following secondary status codes may be populated in the secondary_status column of the file:

  • email_address_invalid
  • email_domain_invalid
  • email_account_invalid
  • disposable
  • role_address
Uploading the Verified List Without Mapping to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in an MS Excel document. Open the document and save it as a .CSV format. 
  4. Sort the list by Result type (Valid, Invalid, Unknown, Accept All).
  5. Delete invalid email addresses.
  6. Save your list, and then import through the Import Wizard.
Mapping the Validation Results to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in an MS Excel document. Open the document and save it as a .CSV format. 
  4. In Sugar Market, navigate to User > Administration View > Marketing Administration > Email Validation.
  5. Click the Import CSV button and locate the file you saved.
  6. Click the Upload button. The file will be uploaded into Sugar Market with the results received from BriteVerify.

Opening Account Cards from the Leads and Contacts View

Click an account name in the list to open the account's card:

SM UG leads accountlink

Managing Lead and Contact Cards

Lead and contact details are contained in cards in Sugar Market. The top of the card displays summary identification and the lead or contact score. The bottom of the card is grouped into 9 tabs that contain the full detail of the lead or contact's activity.

SM UG leads card

The card detail tabs are described below:

  • Journey: Timeline of the contact's activity that you can filter by type and date.
  • Details: Lead and contact data as specified by the layout assigned to the current role and record type. Users with the Admin Navigation role have the option to edit data and the layout.
  • Lists: The lead or contact's distribution and suppression lists.
  • Preference Lists: The lead or contact's preference lists.
  • Nurtures: All of the nurture campaigns where the lead or contact is a recipient. 
  • Scoring Summary: The scoring details for the selected scoring profile.
  • Account Contacts: Other contacts that are under the same account.
  • Tasks: Tasks associated with the lead or contact. 
  • Opportunities: The opportunities associated with the lead contact. 

Lead and Contact Card Toolbar

The following options are available in the Lead and Contact Card toolbar:

  • Role: Select a role to view the details layout assigned to that role.
  • Scoring Profile: Select a scoring profile to update the lead or contact score and the scoring summary tab.

SM UG leads rolescoring

SM UG leadcard context

  • Open Account: Open the associated account card.
  • Assign Layout: Assign a details layout to specific roles and record types. The option is only available to users with the Admin Navigation role.
  • Email: Create and send an email directly to the lead or contact.
  • Add to List: Add the lead or contact to a distribution list.
  • Add To Nurture: Add the lead or contact to a nurture campaign.
  • Update in CRM: Push the contact data into your external CRM.
  • Assign Owner: Reassign the lead or contact to a new owner.
  • Rescore: Rescore the lead or contact to reflect recent activity.
  • Delete: Delete the lead or contact from Sugar Market.
  • Unsubscribe: Unsubscribe the lead or contact from receiving email communications.
  • Create: Create a task or opportunity for the lead or contact.

Editing Lead and Contact Records

Users with the Admin Navigation role can edit card field data and layouts.

To edit individual fields:

  1. Click the pencil icon to the right of the field on the Details tab.
  2. Complete the Edit Field dialog and then click the Save button.
    SM UG leads editfield

To edit multiple field values:

  1. Click the Edit Fields icon in the Details toolbar.
  2. Complete the Edit Fields dialog and then click the Save button.
    SM UG leads editfields

To edit layouts:

  1. Click the Edit Layout icon in the Details toolbar.
  2. Drag fields to the desired location, and then click the Save Layout icon in the Details toolbar.
    SM UG leads editlayout

  3. Complete the Save Layout dialog, and then click the Save button.
    SM UG leads reorderfields (1)

Note: You can grant role-based access to your edited layout by selecting the "Save as new layout" option. Refer to the Role-Based Records Layout page for more information.

To delete fields:

  1. Click the Edit Layout icon in the Details toolbar.
  2. Mouse over the field and then click the Delete icon.
  3. Click the Remove button to confirm.
  4. Click the Save Layout icon in the Details toolbar.
    SM UG leads deletefield

 

Creating Tasks and Opportunities

To assign a task or opportunity to a contact or lead:

  1. Navigate to the lead or contact card.
  2. Click the Create button in the toolbar, and then select Task or Opportunity.
  3. Complete the Create Task or Create Opportunity dialog, and then click the Create button. The new task or opportunity is added to the Tasks or Opportunities tab on the card.
    SM UG leads createtaskopp

Updating Lead and Contact Records for GDPR Compliance

If your lead and contact records existed before GDPR regulations were enacted, then you may need to take steps to ensure compliance. The following is our recommendation for one way to ensure GDPR compliance, but we advise you to always consult with your legal team in regards to any method you take to ensure it fits with the guidelines required for your business. 

  1. Create a segmentation with the following filter:
    Contacts.CreatedDate less than May 25 AND OpOut = N
  2. Add a filter to target your EU customers (e.g. Country or Region field).
    filters.png
  3. Create a Page with an embedded Form asking for consent to receive emails.
  4. Leave the contacts who responded and confirmed consent as OpOut = N.
  5. For contacts who did not respond, export those records with two columns:
    Email and OpOut = Y.
    Export.png
  6. Import those records.
    export2.png

Your database will now be updated with GDPR compliant records. Alternatively, you may choose to create a custom field to capture this data instead, and then Mass Update Contacts by segmentation to the OpOut field once you have collected the data.

Candidate CRM Type

You can classify records in Sugar Market as candidates, in addition to leads or contacts. Since candidates are used in some CRMs to represent a person who is seeking a job, this is a useful distinction for staffing and recruiting firms.

Managing Candidates

Candidates are available in the Leads and Contacts section and have their own cards that are identical to lead and contact cards. If you do not see candidates available in your Sugar Market instance, then contact Sugar Support to add the required permissions.

Accessing Candidates Permissions

The following permissions allow you to access the Candidate type:

After enabled by Sugar Market Support, you need to add the above permissions to a role, including the Admin Navigation role. To add these permissions to the desired roles:

  1. From the User menu, navigate to Administration View > Roles > Navigation Access.
    575165dd573b1e1cf14194420af59e5ce32251e5e082532f61524dff8b02bd12
  2. Add the candidate and recruiting permissions to every role that needs access, and then click the Save and Return button.

Buyer's Journey Overview

The Buyer's Journey displays the entire lifecycle of a prospect's marketing activity, from every email click to events attended across time. The Buyer's Journey is available in both Sugar Market and directly in your CRM via an iFrame.

Buyer's Journey in Sugar Market

Contained inside the Lead/Contact Card, this chronological journey can quickly reveal the quality and overall interest of the lead or contact so you can take action immediately. 

SM UG leads buyersjourney

Working in the Buyer's Journey

  • Use the sort options at the top of the journey to display the data in your preferred format, and then click the Apply button.
  • Click the arrow at the top left of each date card to collapse the card. Click again to expand.
  • Click the title of the event to open the relevant page or email in a new page.

Event Types:

  • Web Hit: The number of pages hit and the timestamps of the visit duration. The number of pages is clickable and, when expanded, shows the URLs of all pages hit, including timestamps.
  • Page Visit: The name of the web page visited. Click the name of the page to navigate to the page.
  • Email Sent: The subject line of the email sent. Click the name of the email to view the HTML, including the From, To, and Campaign Name.
  • Email Open: The number of times a contact opened the email and the subject line of the email sent. Click the name of the email to display a pop-up with the email's HTML, the From, To, and the Campaign Name.
  • Email Click: The number of links clicked and the subject line of the email. Click the name of the email to display a pop-up with the email's HTML, the From, To, and the Campaign Name. The words "Email Clicked" show the specific links clicked by the contact.
  • Unsubscribe: The subject line of the opted-out email. Click the name of the email to display a pop-up with the email's HTML, the From, To, and the Campaign Name.
  • Landing Page Completed: The name of the hosted landing page completed. Drill in to display the questions and answers for that form.
  • Event Registration: The name of the event for which the contact registered. If there is a registration landing page, drill in to display the questions.
  • Event Attended: The name of the event the contact attended.
  • Tracked Link Click: The shortened URL that was clicked (previously called Itty Bitty and landing page redirects). Click the URL to redirect to the link's location in another browser tab.
  • Social Campaign Click: Users with the Oktopost add-on can see when their lead or contact clicked on a social campaign inside the Buyer's Journey. With easy-to-recognize icons displaying the social channel, campaign, and post the lead/contact clicked, you can better understand other campaign types that may influence the buyer. 

Buyer's Journey in CRM's iFrame

The Buyer's Journey iFrame gives your sales representatives access to our invaluable marketing journey directly within your CRM. See the Sugar Market Integration Guide page specific to your CRM to learn how to configure the iFrame.

The Buyer's Journey iFrame is comprised of the following tabs:

Journey Tab

The Buyer's Journey tab displays the entire lifecycle of a prospect marketing activity. 

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Scoring Summary Tab

The Scoring Summary displays the actions a particular lead/contact took to get to the score provided in the selected Scoring Profile. Use the Scoring Profile dropdown at the top of the page to switch between scoring profiles and see how people are scoring for other models.

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Lists Tab

The Lists tab displays all the distribution lists of which the contact/lead is a member in Sugar Market. If you have permissions, you can add or remove this lead from a Sugar Market generated distribution list.

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Send Email Tab

Send Email allows you to send a templated one-off email to a particular lead/contact. The email is sent and tracked by Sugar Market and displayed in the Journey as a tracked item. You can create templates in Sugar Market, giving the marketer the ability to allow/disallow certain templates from being sent from the iFrame.

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Nurtures Tab

The Nurtures tab displays all active nurture campaigns of which the lead/contact is a recipient. You can also add or remove the lead/contact from a nurture campaign in Sugar Market.

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Opportunities Tab

The Opportunities tab displays all opportunities that have been created in Sugar Market through actions such as scoring profiles or nurtures, and all opportunities that have been synced from the CRM related to the Contact.

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Last modified: 2021-05-04 13:46:05