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Sugar Connect Deployment and Administration Guide

Overview

The Sugar Connect administrator performs required deployment operations and can access admin-only areas of the Sugar Connect Portal in order to add and invite users, organize the users into teams, and set some high-level user permissions. This guide will walk you through deploying and administering Sugar Connect.

For information on installing Sugar Connect as an individual user and using Sugar Connect's general features, please refer to the Sugar Connect User Installation Guide and the relevant user guide: Sugar Connect User Guide for Google Workspace (formerly G Suite) or Sugar Connect User Guide for Office 365.

Note: If you have Sugar Sell Premier, Connect powers the mail and calendar integration capability. You must still deploy Connect as described on this page.

Supported Regions

Sugar Connect is supported in the following regions:

  • North America
  • EU
  • APAC

Prerequisites

  • Sugar Connect is included with Sugar Sell Premier and enables the mail and calendar integration capability. Sugar Connect can also be purchased as an add-on for Sugar Sell Advanced, Enterprise, and Serve. Please contact your Sugar partner or representative to learn more.
  • Your Sugar instance's hosting environment must meet one of the following criteria:
    • Your Sugar instance is hosted on SugarCloud.
    • Your Sugar instance is hosted on an internet-accessible platform such as AWS, Google Cloud Platform, Azure, etc.
    • Your Sugar instance is hosted on a platform that has a public (non-RFC 1918) IP, an FQDN that can be resolved via public DNS infrastructure, and accepts connections from the IPs listed in the Sugar Connect Outbound IP Addresses section of this page.
  • The site that hosts your Sugar instance must have a trusted TLS/SSL certificate chain for Sugar Connect to function.
  • Your Sugar instance must have the "Validate user IP address" setting disabled under Admin > System Settings > Advanced.
  • Sugar Connect users must have the following access to the Calls, Documents, Emails, Meetings, and Tasks modules in Sugar:
    • "Access" set to "Enabled" or "Not Set".
    • "Delete" set to either "Not Set", "All", or "Owner"
    • "Edit" set to either "Not Set", "All", or "Owner".
    • "List" set to either "Not Set", "All", or "Owner".
  • Sugar Connect does not support Sugar instances using single sign-on (SSO) unless the instance uses SugarIdentity. 
  • Your organization must use a paid version of Office 365 or Google Workspace. Sugar Connect cannot be used with Microsoft Exchange on-premise or hosted. For more information, please refer to the Plug-ins Supported Platforms.
  • All users on your Sugar Connect account must register under an email address within the same domain (e.g., '@:.com').
  • A company with multiple domains will need to create separate and uniquely named tenants by following the steps in Setting up Your Sugar Connect Tenant for each domain.
    Note: If your Sugar instance is not using SugarIdentity, you must have a unique admin user for each tenant set up in the "CRM Data Source" area of the Sugar Connect Portal.
  • Your organization's email domain cannot be a generic one such as @gmail.com or @microsoft.com; it must be your organization-specific domain issued with your Office 365 or Google Workspace account.
    Note: If your organization uses both Office 365 and Google Workspace, you will create a tenant for each. You can then link each tenant to the same Sugar instance.
  • Group Policy (for Office 365) or Google Apps Console (for Google Workspace) may be used to deploy Sugar Connect to users as required by your organization. Otherwise, please follow the steps in this guide to set up and add users to Sugar Connect and then allow them to install Sugar Connect locally as explained in the Sugar Connect User Installation Guide. You may need to contact your organization's IT department or work directly with Microsoft or Google support to troubleshoot issues with the installation process.

Getting Started With Sugar Connect

The initial installation of Sugar Connect requires an administrator to perform important setup steps:

Do not proceed to Step 2 until your users have logged in to and set up their passwords in your Sugar Sell, Serve, or Enterprise CRM instance.

Once these steps are completed, users can install and start using Sugar Connect, as described in the Sugar Connect User Installation Guide.

Setting up Your Sugar Connect Tenant

Your Sugar Connect tenant is your organization's instance of Sugar Connect. After purchasing Sugar Connect, you must decide who will set up and administer the software for use with Sugar in your organization. This person, the Sugar Connect administrator, must also be a Sugar administrator. The Sugar Connect administrator should then follow these steps to register your company and create a unique tenant with Sugar Connect:

  1. You should have received an email from Sugar with a link to create a Sugar Connect tenant. Click the link to begin the process. You can also click the following links to create a Sugar Connect tenant that will be hosted in the applicable region:
  2. Complete the following fields on the signup form:
    • Company name: Enter the name of your company.
    • Tenant name: Enter the desired name of your tenant, which must begin with a letter. It must also be unique as this will become part of the URL where your users will log in to the Sugar Connect Portal.
    • SugarCRM License Key: Enter your SugarCRM License Key that was provided to you or can be found within your SugarCRM instance via Admin > License Management.
    • Email provider: Select which email provider, either Google Workspace or Office 365, your email domain (i.e., *@yourcompany.com) is purchased from.
      Note: A tenant is configured to work with only a single email provider (Google or Office 365). If your organization uses Google and Office 365, you must create a separate tenant for each. You can use the same SugarCRM license key to create both tenants, but keep in mind that you will need enough licenses for all users. You can then link both tenants to the same Sugar instance in Step 8 below.
      createtenantnew
  3. Read and click to accept the terms of service.
  4. Click on "Sign up" to continue the registration process.
  5. Click on "Sign in with Google" or "Sign in with Microsoft" to authenticate your Google Workspace or Office 365 account.
    • If you authenticate using a Google Workspace account, your users must install and use Sugar Connect for Google Workspace in a Chrome browser with Gmail, Google Contacts, and Google Calendar.
      logingoogle
    • If you authenticate using an Office 365 account, your users must install and use Sugar Connect with an approved version of Microsoft Outlook.
      loginmsnew
  6. Click on "Create New" to complete the registration process. This can take a few minutes to finish.
  7. Upon authenticating as the first user from your domain, you will automatically be assigned "Admin" portal user status and will be redirected to the Sugar Connect Portal, where you must enter your Sugar admin credentials to continue. Click on "CRM Data Source" located on the left side of the portal under Admin Center.
    Note: If you have started adding users already, you will see an alert icon warning you that users have been invited without having a data source (i.e., your Sugar instance) set up. 
    crm-data-source
  8. Enter your SugarCRM instance URL. You will see a message that your instance has been verified. A Sugar Connect tenant can be linked to only one Sugar instance.
    Note: Multiple Sugar Connect tenants can be linked to the same Sugar instance.
  9. Enter your Sugar admin credentials in the CRM Data Source form and then click "Save". Please note, this is required whether your instance is SugarIdentity enabled or not.

Once your admin credentials have been accepted, you can start adding more users to your Sugar Connect account. The SugarCRM admin credentials can also be updated at any time from CRM Data Source > SugarCRM Administrator Credentials. You will receive a notification if the credentials were entered successfully or not. When your Sugar credentials change or expire, you will receive an email notification with a link to the Sugar Connect Portal where you will be asked to log in to Sugar with your updated credentials.

Note: With SugarIdentity, the Sugar administrator credentials used to link your Sugar Connect Portal to your Sugar instance are managed automatically.

Do not add users to Sugar Connect until your users have logged in to and set up their passwords in your Sugar Sell, Serve, or Enterprise CRM instance.

Sugar Connect User Management

Once you have become a Sugar Connect admin via registration or configuration, you can start setting up users via the Sugar Connect Portal. Within the Users and the CRM Data Source sections of the Portal, you will find the options to add, map, and manage your Sugar Connect users

Note: Sugar Connect can be deployed to users via Group Policy or Google Apps Console. However, these deployment methods are not supported by Sugar. Instead, please follow the steps below to add users to Sugar Connect and then allow them to install Sugar Connect locally as explained in the Sugar Connect User Installation Guide.

Adding Users to Sugar Connect

There are two ways to add users, manually or via auto-add. Please refer to the sections below for details on both ways to add Sugar Connect users.

Manually Adding Users to Sugar Connect

When manually adding users, you should be prepared for users to receive a welcome email the moment you add them to Sugar Connect as a user. The welcome email will direct them to the Sugar Connect Portal to get started using Sugar Connect. If you do not wish for a welcome email to be automatically sent to your users, you may want to consider using auto-add for your Sugar Connect users.

Note: Once you have added users, those users will auto-map to their Sugar user accounts by default unless you disable the "Auto-Link" option. Sugar Connect users must be mapped to Sugar CRM user accounts either automatically or manually to ensure that calendar sync and contact sync behave as expected for users.

Use the following steps to create a new Sugar Connect user:

  1. Navigate to the Sugar Connect Portal.
  2. Click on "Users" in the Admin Center section of the navigation.
    adminusers2
  3. Click on the Add User button, enter the email address for the user, and then click "Invite". The user will receive an email message with a link to accept the invitation and the Users page will show the user's invitation is pending.
    invite-user
  4. While the invitation is pending, you may choose to resend the invite or cancel the invitation by clicking the appropriate button adjacent to the invited user's name.
    pending-invite
    Note: If the user has an email address in your organization's domain and you have enabled the "Auto-add new users" option for your Sugar Connect account, then canceling the invitation will not prevent the user from clicking through their invitation email and registering as a user on your subscription.
  5. The new user can now click on the Accept button in their invitation and log in to the Sugar Connect Portal with their Google Workspace or Office 365 account.

Once the user has accepted the invitation, their name will be moved from the Pending Invitations section and into its alphabetical position in the Users list. The User Actions menu will also become available for the user record at this time, which allows you to perform actions such as removing or disabling the user account or making the user an administrator.

Auto-Adding New Users From Your Domain

Use the auto-add new users feature if you do not want a welcome email sent prior to your users logging into the portal, as it does when manually adding new users. When auto-add is enabled, Sugar Connect will also allow users to join your tenant automatically by simply authenticating through the Sugar Connect Portal or the installed Sugar Connect sidebar from an email address at your organization's domain. For example, if you signed up for Sugar Connect using the email address admin@yourcompany.com, then any person who logs in to the portal with an email address ending in "@yourcompany.com" will automatically be added as a user to your account.

Note: Once you have added users, those users will auto-map to their Sugar user accounts by default unless you disable the "Auto-Link" option. Sugar Connect users must be mapped to Sugar CRM user accounts either automatically or manually to ensure that calendar sync and contact sync behave as expected for users.

This option is disabled by default but can be enabled via the setting at the bottom of the Users page:
auto-add-users

Mapping Users to Their CRM Accounts

In order for SugarCRM data to properly sync, the users must be mapped by connecting their Sugar Connect user to their Sugar CRM user within the Sugar Connect Portal. Users can be mapped automatically or manually.

Automatically Mapping

When users install the Sugar Connect sidebar in their email client they will be prompted to enter their Sugar credentials, which automatically maps their Sugar Connect account to their correct Sugar user account. The mapping process may also be automated via Auto-Link for users. This option is recommended and enabled by default. It can be toggled on or off in the CRM Data Source page in the Sugar Connect Portal. Auto-Link runs hourly to link unmapped Sugar Connect users with Sugar users based on a matching email address and makes the association automatically. Administrators can manually trigger the auto-link to run when they click "Add User Link" and if matching email addresses are not found, can also use this to manually map users.
crmdatasource

Manually Mapping

Administrators also have the ability to map Sugar Connect users to their Sugar user accounts through the Sugar Connect Portal by clicking "Add User Link", selecting an unmapped Sugar Connect user, and selecting the appropriate SugarCRM user. Properly mapping user accounts will ensure that calendar sync and contact sync behave as expected for users. Portal admin users can use the list which is synced from the CRM Data source to link Connect Portal users to SugarCRM users. If a user is deleted in the SugarCRM instance, the user will be unlinked and will no longer appear as an option within the Sugar Connect Portal.

Note: Changing a user's Sugar mapping will stop any active calendar or contact sync activities for the user.

User Actions Menu

The User Actions menu to the right of each user's name allows you to perform actions on the individual user directly from the list view. The options available will vary based on the admin and enabled status of the adjacent user.
usersmenu

The User Actions menu allows you to perform the following operations:

Menu Item Description
Make Admin / Revoke Admin Rights Assign or revoke Sugar Connect admin status for the user.
Remove User Removing a user will revoke their ability to log in as a Sugar Connect user but will not prevent them from re-registering as a user on your account if you have enabled the "Auto-add new users" option for your Sugar Connect account.
Manage Sync Manage the Calendar and Contact Synchronization for individual users.
Disable / Enable User Enabling and disabling users controls whether the user will be able to authenticate as a Sugar Connect user.

Creating Administrator Users

Any Sugar Connect administrator can assign or revoke admin status for a user via the User Actions Menu once the user has accepted their new-user invitation. To grant admin rights to a Sugar Connect user, navigate to the Sugar Connect Portal and click on "Users", open the User Actions Menu next to the user's name, and select "Make Admin". 
make-admin

To remove admin access from a user, select "Revoke Admin Rights" from the User Actions Menu next to their name.

Manage Sync

Selecting this option allows you to manage the Synchronization settings for individual users. Additional information regarding the options available for Calendar and Contact sync can be found in the Sugar Connect Portal User Guide.

Disabling and Removing Users

The Sugar Connect administrator can remove, enable, and disable users via the User Actions Menu in order to control whether those users can authenticate with Sugar Connect. The expected behavior will vary depending on whether the "Auto-add new users" option is enabled for your Sugar Connect account.

Action Auto-add new users: enabled Auto-add new users: disabled (default)
Disable User The user will not be able to log in and will be prohibited from creating a new user account The user will not be able to log in
Remove User The user will not be able to log in but will be able to create a new user account The user will not be able to log in
Cancel Invite Canceling the invite will have no effect; The invitee will be able to accept the canceled invitation and join as a new user Canceling the invite will succeed; The invitee will be prohibited from accepting the canceled invitation

Subscription Details

Sugar Connect administrators can view and edit the SugarCRM License Key from the Subscription Details page in the Sugar Connect Portal. The page will display the details of your subscription(s) including the product, number of licenses, and the expiration date of your subscription.

When your subscription is nearing its expiration date, you will see an alert icon next to "Subscription Details" and a corresponding message. Additionally, should your subscription key change in SugarCRM you will need to update it here.
subsdetails2

Customization

Sugar Connect administrators can view and edit the fields and modules that appear in the Sugar Connect sidebar from the Customization page in the Sugar Connect Portal. The page displays the modules in a dropdown at the top of the page. Available fields are listed in the Fields tab and available subpanels are listed in the Subpanels tab. Please note, custom field types that do not exist in Sugar's out-of-the-box field types list are not supported. For more information on field types, please refer to Sugar's Administration Guide.

You can make changes to which modules are visible in the Sugar Connect sidebar by selecting the module from the dropdown and using the Show Module toggle next to the module name.

To make changes to your Sugar Connect sidebar Record View, begin by selecting the module from the dropdown field and enable or disable each field as appropriate. Use the search bar at the top of the Fields tab to narrow the field list and be sure to click the Save button at the bottom of the field list to successfully update the record view in your sidebar.

You can limit which subpanels are visible on a specific module's record view by first selecting the module from the dropdown, then selecting the Subpanels tab. Toggle the different subpanels on or off to suit your needs. Please note that if you have "Show Module" disabled, that module is automatically disabled as a subpanel on other related modules. However, you can enable the hidden module as a subpanel while viewing the list of subpanels in the related modules. For example, if the Calls module is not shown, the Calls subpanel will be hidden by default but can be enabled when viewing the list of subpanels that appear for the Accounts module. Be sure to click the Save button at the bottom of the screen to successfully update the sidebar.

Note: Required fields appear as enabled and the ability to toggle these fields off is disabled. Fields that are unsupported by Sugar Connect appear as disabled and the ability to toggle these fields on is disabled. 
Connect-Customization-2

Settings

Sugar Connect administrators can set the default email tracking and calendar sync settings for users from the Settings page in the Sugar Connect Portal.
Admin-Settings-30

Tracking

The email tracking settings dropdown contains four options for you to choose from. You will need to click "Save" for the settings to be applied to your users. 

  • Always Enabled: Emails are always tracked and individual users are unable to override this setting.
  • Always Disabled: Users in this tenant are not allowed to enable email tracking. Events will no longer be collected for any emails previously marked to be tracked.
  • Disabled by Default: Emails are not tracked by default, but individual users can choose to enable tracking.
  • Enabled by Default: Email tracking is enabled by default, but individual users can choose to disable tracking.

For information on Email Tracking statistics in the portal, please refer to the Email Tracking section in the Sugar Connect Portal User Guide. For information on Email Tracking within your email client, please refer to the Email Tracking section in the User Guide for Google Workspace or the User Guide for Office 365.

Calendar Sync

In the Calendar Sync tab you can set the calendar sync direction, whether private and non-organized events are synced by default, and whether to include the link to the Sugar record in the synced events. You must click "Save" for the settings on this tab to be applied to your users.

The Calendar Sync Direction dropdown contains four options:

  • Two-way Sync by Default: Users' external calendar and Sugar calendar events will sync bidirectionally by default. Users can choose to override this setting by disabling "Two-way Synchronization" in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Two-way Sync Always Enabled: Users' external calendar and Sugar calendar events will sync bidirectionally. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.
  • One-way Sync by Default: User's external calendar events will sync to their Sugar calendar in a single direction by default. Users can choose to override this setting by enabling "Two-way Synchronization" in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • One-way Sync Always Enabled: User's external calendar events will sync to their Sugar calendar in a single direction. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.

The Sync Private Events dropdown contains four options:

  • Always Enabled: Sync private events is always turned on and an individual user cannot override this setting.
  • Enabled by Default: Sync private events is turned on but an individual user can override it and turn it off. 
  • Always Disabled: Sync private events is always turned off and an individual user cannot override this setting.
  • Disabled by Default: Sync private events is always turned off but an individual user can override it and turn it on.

The Sync Non-organized Events dropdown contains four options:

  • Always Enabled: Sync non-organized events is always turned on and an individual user cannot override this setting.
  • Enabled by Default: Sync non-organized events is turned on but an individual user can override it and turn it off. 
  • Always Disabled: Sync non-organized events is always turned off and an individual user cannot override this setting.
  • Disabled by Default: Sync non-organized events is always turned off but an individual user can override it and turn it on.

The Auto relate to Account dropdown contains four options:  

  • Always Enabled: When a calendar event is synced from the external calendar to Sugar, the Related To field on the meeting in Sugar will be populated by the account associated with the contacts attending the meeting. If the meeting attendees are associated with more than one account, this field will not be populated. Users cannot override this setting.
  • Enabled by Default: When a calendar event is synced from the external calendar to Sugar, the Related To field on the meeting in Sugar will be populated by the account associated with the contacts attending the meeting. If the meeting attendees are associated with more than one account, this field will not be populated. Users can choose to override this setting in their individual sync profiles.
  • Always Disabled: When a calendar event is synced from the external calendar to Sugar, the Related To field on the meeting in Sugar will not be populated. Users cannot override this setting.
  • Disabled by Default: When a calendar event is synced from the external calendar to Sugar, the Related To field on the meeting in Sugar will not be populated. Users can choose to override this setting in their individual sync profile.

Use the "Include link to the Sugar record in synced events" toggle to set whether you want events that are synced from Sugar to Outlook or Gmail to include a link to the related Sugar record.

For information on calendar sync in the portal, please refer to the Calendar Sync section in the Sugar Connect Portal User Guide.

Contact Sync

In the Contact Sync tab you can set the contact sync direction, conflict resolution behavior, and whether external contacts are added to the Contacts or Leads module in Sugar. You must click "Save" for the settings on this tab to be applied to your users.

The Contact Sync Direction dropdown contains four options:

  • Two-way Sync by Default: Users' Sugar and Office 365/Google Workspace contacts will sync bidirectionally by default. Users can choose to override this setting by disabling "Two-way Synchronization" in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Two-way Sync Always Enabled: Users' Sugar and Office 365/Google Workspace contacts will sync bidirectionally. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.
  • One-way Sync by Default: Users' contacts will sync in a single direction from Sugar to Office 365/Google Workspace by default. Users can choose to override this setting by enabling "Two-way Synchronization" in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • One-way Sync Always Enabled: Users' contacts will always sync in a single direction from Sugar to Office 365/Google Workspace. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.

The Conflict Resolution dropdown contains four options:

  • Use Sugar by Default: When the same contact is updated in both systems, the information found in Sugar will be used by default. Users can choose to override this setting by choosing to use the information in Office 365/Google Workspace in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Always use Sugar: When the same contact is updated in both systems, the information found in Sugar will always be used. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.
  • Use Office 365/Google Workspace by Default: When the same contact is updated in both systems, the information found in Office 365/Google Workspace will be used by default. Users can choose to override this setting by choosing to use the information in Sugar in their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Always use Office 365/Google Workspace: When the same contact is updated in both systems, the information found in Google Workspace will always be used. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.

The Synchronize Office 365/Google Workspace contacts to Sugar dropdown contains four options:  

  • Contact by Default: Contacts synchronized from Office 365/Google Workspace will always be created as Contacts in Sugar by default. Users can choose to override this setting by choosing to create them as Leads in Sugar from their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Always Contact: Contacts synchronized from Office 365/Google Workspace will always be created as Contacts in Sugar. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.
  • Lead by Default: Contacts synchronized from Office 365/Google Workspace will always be created as Leads in Sugar by default. Users can choose to override this setting by choosing to create them as Contacts in Sugar from their Synchronization settings. Selecting this option will not change existing users' active sync profiles.
  • Always Lead: Contacts synchronized from Office 365/Google Workspace will always be created as Leads in Sugar. Users cannot override this setting. Selecting this option will change all users' sync profiles including those with an active sync.

For information on contacts sync in the portal, please refer to the Contact Sync section in the Sugar Connect Portal User Guide.

Enabling and Disabling Assignment Notifications

By default, users will receive assignment notifications when new records are created from Sugar Connect. If you are running Sugar version 11.0 or higher and you would like to disable these notifications, navigate to the API Platforms configuration panel in your Sugar instance via Admin > Configure API Platforms. The client ID for Sugar Connect's API platform is labeled "collabspot" (this was the previous name for Sugar Connect). Deselect the checkbox under "Enable Notifications" for collabspot to disable notifications for Sugar Connect.

Sugar Connect's Outbound IP Addresses

The following outbound IP addresses are used by Sugar Connect. SugarCloud instances will automatically accept calls made from these IPs. For on-site hosted instances, please confirm that these IPs are added to the allowlist for your Sugar server in order for Sugar Connect to successfully make network calls to your Sugar database.

  • 52.88.151.74
  • 52.40.34.59
  • 52.43.45.176
  • 52.58.11.13
  • 3.124.84.100
  • 3.121.108.6

Adding Sugar Connect to Your Google Workspace Account's Trusted List

If your users will authenticate using a Google Workspace account, you may need to tell Google that Sugar Connect is a trusted third-party application that has permission to access your Google Workspace data. 

To add Sugar Connect to the trusted list, ask your Google Workspace administrator to follow Google's instructions under "Add or remove an app from the trusted list" on this Google Workspace Admin Help page. To search for and add the Sugar Connect app, they may need the following Sugar Connect Client ID

830549683689-3d8sk3jeufed8bptrmv1feppfbsksls7.apps.googleusercontent.com

Last modified: 2022-10-03 14:49:51