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Stock SugarBPM Templates

Overview

SugarBPM™ has a number of pre-built, stock process definitions, process business rules, and process email templates that are available depending on your license type. These templates work together to automate common business processes (e.g. Service Level Agreement management on cases). This page lists and describes each of the stock process definitions, including their associated business rules and email templates, that come out-of-the-box for users with the required license type. For more information on license types, refer to the User Management documentation.

Before continuing, please read the SugarBPM overview page, which defines critical vocabulary and other elements that may be referenced in this page.

The SugarBPM documentation contains the following pages:

Additionally, the Processes page of the Application Guide contains documentation for the user-facing elements of SugarBPM. Please note that SugarBPM is not available for Sugar Professional.

Prerequisites

The following conditions are required to access and configure the stock process definition templates described below:

  • You must be an administrator or have developer-level role access to the template's target module.
  • You must have a Sugar Serve license type to access the SugarBPM Serve templates.

For more information on license types, refer to the User Management documentation.

Viewing Stock SugarBPM Templates

All of the available stock SugarBPM templates can be accessed via their respective modules: Process Definitions, Process Business Rules, and Process Email Templates. They can be identified by a tag that indicates they are a stock record:

SugarBPM Module Tag
Process Definitions Tag StockProcessDefinition
Process Business Rules Tag StockBusinessRule
Process Email Templates Tag StockEmailTemplate

Each stock record also has a category tag such as "Customer Service" or "Sales". Users can filter each list view by tag as explained in the User Interface documentation.

To see which tags a record has, you can view the Tags field on the record or preview it in list view using the eye icon. Refer to the Tags documentation for more details on how tags work and the User Interface documentation for more information on previewing records.

Stock Process Definitions

The sections below list all stock process definitions in Sugar and the stock business rules and email templates that they use.

Serve Templates

The SugarBPM templates in this section help to automate customer service processes around cases and notes. To access these templates, users must have a Sugar Serve license type. See the License Types documentation for more information on how licenses work.

Case Follow-Up Date Management V2

Overview
Target Module Associated Process Business Rules Associated Process Email Templates
Cases
  • New Case SLA V2
  • Follow-Up Warning V2
  • Case Assigned V2
  • Notify Manager: SLA Missed V2
Description

This SugarBPM template is a revision of the original version that was included in Sugar Serve 9.1. The V2 version is available in Sugar Serve 10.0 and higher and includes new functionality. For details on the new functionality and how to configure it, refer to the Stock SugarBPM - Case Follow-Up Date Management article.

This process definition updates the case's Follow-Up Date and sends email notifications during the lifecycle of new and updated cases. It can be broken down into three general stages: new case assignment and initial response, existing case waiting on the customer service representative, and existing case waiting on the customer.

New Case Assignment and Initial Response:
When a new case is created, the process calculates and sets the follow-up date, assigns the case to a customer service representative, notifies them, and waits to ensure that the follow-up date is met by a status change before advancing to the next stage. If it is not met, the process sets the SLA Met field to "No", sends an email notification to the representative's supervisor, and continues to wait for a status change before advancing.

Existing Case Waiting on the Customer Service Representative:
The process waits for a status change on the case and then updates the follow-up date using the business center's business hours and sets the First Response Sent field to "Yes". If the status changes to any open status other than "Pending Input", the process adds 8 business hours to the follow-up date. It then waits for another status change while the customer service representative works on the case.

Existing Case Waiting on the Customer:
If the status changes to "Pending Input", the process adds 16 business hours to the follow-up date then waits for the customer to respond. If they do not respond by the follow-up date, an additional 16 business hours are added and the process sends an email to the customer notifying them that the case is awaiting their response. If the customer sends an email related to the case, the case status is changed to "Assigned". However, if they do not respond by the new follow-up date, then the case is automatically closed.

Configuration Notes

Refer to the Getting Started With SugarBPM for Sugar Serve and Stock SugarBPM - Case Follow-Up Date Management articles for help configuring this process definition and your instance to work together.

Case Status Update on Inbound Customer Note

Overview
Target Module Associated Process Business Rules Associated Process Email Templates
Notes none none
Description

This process definition changes a case's status from Pending Input to Assigned when a customer adds a note to the case.

Configuration Notes

If you have customized the available values for the Status field in your Cases module, you must update the following elements in the process definition to use the statuses available in your instance:

  • Start Event
  • Change Field Action

Customer Notification of Case Status Change

Overview
Target Module Associated Process Business Rules Associated Process Email Templates
Cases none
  • Customer Notification of Case Status Change
Description

When a case's status changes except when changed by an Inbound Email, all contacts related to the case are notified via email.

New Portal User

Overview
Target Module Associated Process Business Rules Associated Process Email Templates
Contacts none
  • New Portal Registration
  • Portal Registration Acknowledgement
Description

When a new contact is created in Sugar from a new portal registration, this process definition sends two emails. The first is sent to the assigned user of the new contact, informing them of the new portal user needing activation. The second is sent to the new portal user, acknowledging that their registration was submitted successfully.

New Note Notification

Overview
Target Module Associated Process Business Rules Associated Process Email Templates
Notes none
  • Client Notification of New Note
  • Agent Notification of New Note
Description

When a new note related to a case is created, this process definition sends an email notification to the relevant party. If the client creates the note, the email is sent to the case owner. Otherwise, if the customer service representative creates the note, the email is sent to the primary contact on the case. If there is no primary contact, then the note description is updated to specify why no email notification was sent.

Restoring Stock SugarBPM Templates

If you wish to undo all changes to a stock Sugar BPM record and restore it to its original state, you can do so by filing a case with the Sugar Support team.

Last modified: 2020-10-21 16:38:44