This release is only available for SugarCloud customers.
Sugar Serve 11.1 Administration Guide
The Sugar Administration Guide helps system administrator users configure and customize their CRM application.
Welcome to Sugar - a commercial Customer Relationship Management (CRM) application. Strong relationships are at the core of every organization's success. Sugar brings ease and order to the creation, development, and maintenance of your organization's important relationships. Manage your relationships from inception to fruition and beyond with Sugar's built-in modules and fields as well as custom configurations that are available to Sugar administrators.
Sugar offers administrators a wide range of configuration options to set up their account. Upon your initial log into Sugar, you will go through configuring some basic settings (i.e. Your Information, Your Locale, etc.) for your user profile. You may skip these steps and configure these settings in your user preferences at a later time. Once your user profile set up is complete, you will be able to navigate to a specific area of Sugar to perform various administrative functions (e.g. importing data, creating users, configuring the application via Studio, etc.) as well. Please note that system administrators can also set up each user's basic settings when creating a user in Sugar. This documentation will cover the various options available when first accessing your Sugar account.
The SugarCloud section of Sugar's Admin page allows administrators to view, access, and manage key information and data pertaining to your instance hosted in Sugar's cloud environment. Please note that the options in the SugarCloud section are only available for SugarCloud customers.
Team Management is used in Sugar to define permissions and groupings for users. These permissions cover what records a user is and is not able to access. Teams are used in conjunction with Roles to form a robust security model for non-admin users in Sugar. Users can use team settings on specific records to allow different users within Sugar the option to view these given records. Team settings can also be used as a form of organization, thereby separating records to be associated with specific teams for better tracking. Teams can be based on departments, geographic regions, or whatever else works best in a given organization.
Roles in Sugar® determine which users can access modules as well as which operations the users are allowed to perform within those modules. When configuring role settings in Sugar, an administrator may choose to enforce restrictions for entire modules or for selected fields on the records in a module, as explained in the following sections. To fully leverage Sugar's security model, both permission types can be used together for a given role and should be considered in conjunction with the Team Management settings used by your organization.
Password Management is used to administer requirements and other policies about user passwords in Sugar. Sugar allows administrators to set up system-generated passwords versus manually created passwords for new users, failed login lockout attempts, and configure the email templates used to send password information to users. Password management is not used to change user's passwords, which can be done via their User Profile.
The User Management module provides administrators access to create, edit, activate, and deactivate the profiles of all the users in their Sugar instance. This module and underlying settings control each individual's login credentials as well as some personalized settings. During the installation process, Sugar creates one system administrator by default. The system administrator can log in and create additional users, in a variety of capacities, to be able to access Sugar and utilize all of the other CRM functionality. In combination with the role and team security, administrators can fully establish a profile for each user in Sugar.
Sugar® comes with the ability to configure many different system settings to personalize the way Sugar works. The System section is only available to administrative users and can be accessed via the Admin screen. The following sections are available options from the System section.
Sugar comes with many different email-related capabilities, many of which require an administrator to set up or configure. Email administration covers the system email settings, campaign email settings, email archiving, inbound email, and managing the email queue.
The Developer Tools section of Sugar's Admin page contains various configuration menus that help you customize your instance to best suit your organization's needs. Developer Tools allow you to edit the look, feel, and functionality of your instance, including adding fields, changing layouts, adding automated processes, and creating entirely new modules.
The Amazon Web Services section of the Admin panel allows you to configure services provided by Amazon that Sugar uses. For example, SugarLive and the Sugar Portal Chat, available under the Sugar Serve or Sell license types, rely on Amazon Connect to route calls and chats to customer service agents or sales representatives and facilitate customer chat sessions initiated in Sugar Portal.
The Products and Quotes section of the Admin panel enables you to define products and product details that are used in modules that are exclusive to Sugar Sell users. The Products and Quotes panel provides access to the following modules:
In the Bugs module, there are two dropdown fields, "Found in Release" and "Fixed in Release", that cannot be edited though normal means. Although these are dropdown fields, they do not show a dropdown list option in Dropdown Editor to add, remove, and edit the dropdown options.
The Contract Types module in Admin > Contract Types enables you to create and manage contract types for the Contracts module. When a contract type is created, it will display in the Type Name field in the Contracts module for users to select. Please note that when a contract record is created with a specific contract type, the related documents to the contract type will also appear in the Documents subpanel of the contract record.
SugarBPM™ enables administrators to streamline common business processes by managing approvals, sales processes, call triaging, and more. SugarBPM is an easy-to-use business process management (BPM) and workflow tool that adds advanced BPM functionality to Sugar.
Tile view allows users to visualize and engage with their cases and tasks in an intuitive drag-and-drop interface. Users can drag tiles from one column to another to move a record from one status to another. Administrators can configure tile view to fit their specific business needs by enabling and disabling modules, changing the visible columns, and selecting the fields displayed in each tile via Admin > Tile View Settings. This page describes how to configure the tile views in Sugar.
Sugar comes with many different ways to configure your system to best meet your needs. Many configuration options are available throughout the application; though, some advanced options are not available through the interface, but can still be configured.
Business centers represent your company's centers of operation. When they are related to your accounts and other records, they can be leveraged in reports and filters to add detail and differentiation to your Sugar data like any other relate field. In addition, each business center describes a time zone, operating hours, and holidays so that a concept called "Business Hours" can be leveraged in SugarBPM™. While some companies may only need to define one business center, others may segment their customers by geographical region, customer type, or other criteria and, therefore, require multiple business centers. For example, companies with wide geographical reaches can create business centers for each region, allowing them to use varying business hours on a per-region level.
Sugar's Employees module consists of individual people within your organization. The Employees module allows you to see a list of all employees, their contact information, and their employment status in one convenient location. Employee records are typically created when a user record is created, but users with administrative access can also add non-user employees. This means that, typically, all users will be listed as employees, but not all employees are necessarily Sugar users.
Sugar's Knowledge Base module provides the ability to create, maintain, and publish articles. Certain aspects of the Knowledge Base module are only available for administrators or users with developer-level role access including the creation and editing of templates and accessing the Knowledge Base settings. This documentation will cover information and actions specific to Knowledge Base administration.
Tags are user-created keywords or phrases that can help users find, group, and classify large amounts of data by common attributes that may not be defined via basic database fields. Sugar® stores tags as individual records in the Tags module. Modules using the Sidecar user interface (e.g. Accounts, Contacts, etc.) contain a Tags field where users can create and share tags that can be used to identify records in filters, dashlets, and reports. For a list of sidecar modules, please refer to the User Interface documentation in the Application Guide.
Sugar Serve's Service Console and Sugar Sell's Renewals Console are Home page dashboards that provide a powerful work environment for service and sales 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.
SugarLive, available to users with a Sugar Serve or Sugar Sell license type, is an omnichannel tool for customer service agents and sales team members to communicate in real-time with customers via chat and phone. SugarLive is available in the footer of Sugar, which is also where system administrators with a Sugar Serve or Sugar Sell license type can open the configuration screen to customize the layout. In particular, admins can choose the fields available in the Summary panel and the inclusion and layout of the dashlets in the Contact, Account, Lead, and Case tabs. Please note, the Lead tab is only available to users with a Sugar Sell license, and the Case tab is only available to users with a Sugar Serve license.
Last modified: 2021-05-18 18:22:44