SugarCRM SupportProduct GuidesSugar Versions10.010.0 SellSugar Sell 10.0 Administration GuideConsole Management

Console Management

Overview

Sugar Sell's Renewals Console and Sugar Serve's Service Console are Home page dashboards that provide a powerful work environment for sales and service agents. The consoles can be managed and configured by system admin users with a Serve license type (for Service Console) or Sell license type (for Renewals Console). In addition, a regular Serve or Sell user who is assigned to the dashboard has the ability to administer and configure the consoles. For more information on how to configure the various parts of the consoles, refer to the Configuring the Consoles section below.

For more information on license types and the module functionality available for each type, refer to the User Management documentation. Please note that the Sugar's console dashboards cannot be duplicated or deleted. 

Prerequisites

In order to configure the consoles, the following requirements must be met:

  • You must be a system administrator user.
    Note: The system admin can also assign the console dashboard to a regular Serve or Sell user if they wish to designate a console administrator who will manage the dashboard for the organization. For more information, refer to the Designating a Console Administrator section below.
  • You must have a Sugar Serve license type to configure the Service Console.
  • You must have a Sugar Sell license type to configure the Renewals Console.

For more information on license types and the module functionality available for each type, refer to the User Management documentation.

Designating a Console Administrator

If you wish to designate a non-admin user as a console administrator to manage and configure the consoles for your organization, you will need to assign the applicable dashboards to the specific user. Use the following steps to designate a user as a console administrator:

  1. Navigate to the Home page, click the triangle next to the Home module tab (Sugar cube icon), and select "Manage Dashboards". 
    Console Home ManageDashboards
  2. In the Dashboards module list view, select the console (i.e. Service Console, Renewals Console) that you wish to designate a console administrator for. 
    Console ManageDashboards DashboardsLV1
  3. Change the Assigned To field to the desired user.
     Console ManageDashboards ReassignDashboard
  4. Next, navigate back to "Manage Dashboards" and remove the filter in the Dashboards list view to display all available dashboards. If you are designating a console administrator for the Service Console, locate the Case Details dashboard and reassign it to the same user from Step 3. For the Renewals Console, locate and reassign the "Account Details" and "Opportunity Details" dashboards to the same user from Step 3. Please note that you must reassign this dashboard to the user in order to give them the ability to edit the dashlets contained in the Case Detail drawer (for Service Console), Account Detail drawer (for Renewals Console), and Opportunity Detail drawer (for Renewals Console). 
    Console ManageDashboards DashboardsLV DetailsDashboards

Once the applicable dashboards have been reassigned to the desired user, going forward the user assigned to the dashboards will be able to manage and configure the consoles just like the system admin user. 

Configuring the Consoles

The Console can be configured by system admin users or by a regular user who is assigned to the dashboard. Please note that the user must have a Sugar Serve license type to access and configure the Serve Console, and a Sugar Sell license type to access and configure the Renewals Console. Also, keep in mind that in order to access and configure the dashlets in the module tab drawers (e.g. Case Detail drawer), you will need to have at least one record assigned to you. Any changes made to the Consoles will update the dashboard for all users who access the console. The following sections cover the basics of configuring the Overview tab, the module tab lists, and the module tab drawers.

Configuring the Overview Tab

Admin users and the user assigned to the Console dashboard can configure the Overview tab on the console to rename the dashboard, add and remove dashlet rows and dashlets, rearrange dashlets, edit dashlets, as well as reconfigure the column layout on the dashboard. To configure, simply select the "Edit Overview Tab" option from the Console dashboard's Actions menu. The Overview will open in standard dashboard-edit mode where you can customize the dashboard to suit your business needs. Any changes made to the Overview tab will be updated for all users who access the console. 
ConsoleMgmt EditOverviewTab

To add dashlet rows and dashlets, click the "+ 1 column" in the Add a Row box then click the Add a Sugar Dashlet box that appears to select and configure your desired dashlet. You can delete dashlet rows and dashlets by clicking the Gear icon at the top right of the dashlet or the dashlet row's Gear icon and selecting "Remove".  

To change the position of dashlets in the Overview tab, simply drag and drop the dashlet in the desired location to swap the position of two dashlets in the dashboard. In addition, you can rearrange the dashboard rows by using the Up and Down arrow icon on the upper right of each dashboard row. 

You can also configure dashlets in the dashboard by clicking the Gear icon at the top right of the dashlet and selecting "Edit" which will display configuration options specific to the dashlet.  

For more information on adding or deleting dashlet rows and dashlets as well as rearranging and editing dashlets, refer to the Dashboards and Dashlets documentation.

Configuring the Module Tab Lists

The Console's module tab contains a prioritized list view of the current user's open cases (for Service Console) as well as their assigned accounts and opportunities (for Renewals Console). The system admin or the user assigned to the dashboard have the option to configure the module tab lists and set a default sort order and/or apply a filter to the list view. To configure the settings, simply select the "Edit Module Tabs" option from the Console dashboard's Actions menu and the Console Settings window will open.
ConsoleMgmt ActionsMenu EditModuleTabs

Please note that the Console Settings window may display multiple tabs (e.g. Accounts, Opportunities) to allow you to set the default sort order and define a filter for each module tab list that is available within the console. To set a default sort order for a field column in the list view, simply select a primary and optional secondary-level sort order for the list's display in the Default Sort Order section. You can also designate the specific field column to be sorted in descending or ascending order by toggling between the Sort Descending or Sort Ascending button to the right of the dropdown list. Please note that the Sort Descending and Sort Ascending buttons will appear for the Secondary Sort Order once you select a field. The Filter section below this allows you to filter the list view based on pre-defined filters (e.g. My Items) as well as create custom filters. Simply use the plus and minus buttons to add or remove filter criteria like you would for a standard list view filter. For more information on creating filters, refer to the Search documentation. 
ConsoleMgmt ConsoleSettings4

Once you have made the necessary configurations, click "Save" to preserve the change and update the module tab's view for all users who access the console.

If you wish to restore the console's configurations back to the default out-of-the-box settings, you can click the Restore Defaults link at the bottom of the Console Settings window. After restoring the default settings, you will need to click "Save" in the Console Settings window to preserve the changes.
ConsoleMgmt ConsoleSettings RestoreDefault

Configuring the Module Tab Drawers

The module tab drawers can be accessed by clicking on a module tab (e.g. Accounts) in the console (e.g. Renewal Console) then clicking the desired record's row in the list view. This opens a drawer within the console which aggregates key information about the record, its related records, past/upcoming interactions (e.g. emails, calls, meetings), etc. The drawer contains four dashlets that can be rearranged and configured by system admin users as well as the regular user assigned to the dashboard. In order to access and configure the dashlets in the module tab drawers (e.g. Case Detail drawer), you will need to have at least one record assigned to you. Please note that dashlets cannot be removed from or added to the module tab drawers. 
renewals-console-config

To change the position of dashlets in the module tab drawer, simply drag and drop the dashlet in the desired location on the layout to swap the position of two dashlets. You can also configure the dashlets in the dashboard by clicking the Gear icon at the top right of the dashlet and selecting "Edit" which will display configuration options specific to the dashlet. Any changes made to the layout and dashlet settings will be updated for all users who access the console. For more information on rearranging and editing dashlets, refer to the Dashboards and Dashlets documentation.

Last modified: 2020-04-01 04:26:22