License Types Matrix

The following table describes what functionality is available for each license type in Sugar 12.0.x. For more information on working with licenses in your Sugar instance, refer to the License Management page.

Capability (Sugar 12.0.x)	Sell Premier	Sell Advanced	Sell Essentials	Serve	Enterprise
Guided Selling ¹Data Enrichment and News Feed ^2,8Geo Mapping ^3,8Mail and Calendar Integration ⁴	✔	$		$	$
Enhanced Forecasting ⁵	✔
Common Modules and Capabilities	✔	✔	✔	✔	✔
Module Loader ¹¹	✔	✔	*	✔	✔
Campaigns Forecasts Leads Opportunities ⁶ Quotes & Quoted Line Items ⁶ Renewals Console Revenue Line Items ⁶ Shipping Providers Targets & Target Lists Tax Rates Web-to-Lead Forms Forecast Bar Chart Dashlet In Forecast Dashlet Opportunity Metrics Dashlet Product Catalog Quick Picks Dashlet Sales Pipeline Chart Dashlet Stock Sales and Marketing Reports Top 10 Sales Dashlet	✔	✔	✔		✔
SugarLive Sentiment Analysis for Calls ¹² Console List View Dashlet for SugarLive	✔	✔	✔	✔
Sales SugarBPM Templates	✔	✔	✔
Intelligent Lead Prioritization ⁹ Intelligent Opportunity Prioritization ⁹	✔	✔
Change Timers Customer Service SugarBPM Templates Service Console Stock Customer Service Reports ¹⁰				✔

List of Common Modules and Capabilities

The following table lists the modules and major capabilities that are common among all of Sugar's CRM license types.

Common Modules

Administration

User-Facing Capabilities

Accounts ⁶
Bugs
Calendar
Calls
Cases ⁷
Contacts
Contracts
Documents
Emails
Employees
Escalations
Holidays
Knowledge Base
Meetings
Messages
Notes
Notifications
Product Catalog ⁶
Projects
Purchases and Purchased Line Items
Releases
Reports
Shifts and Shift Exceptions
Tags
Tasks

Action Buttons
Business Centers
Copy Content
Copy User Settings
Data Archiver
Data Privacy
Dropdown-Field-Based Record Views
Legacy Workflows
Role-Based Dropdown Lists
Role-Based Record Views
SugarBPM

Activity Streams
Advanced Reports
Cloud Drive Integration
Dark Mode
Doc Merge
DocuSign Integration
Focus Drawers
Sugar Portal ⁷
Tile View

Specialty Dashlets:
Active Subscriptions Dashlet
Cases Summary Dashlet
Comment Log Dashlet
Knowledge Base Search Dashlet
Product Catalog Dashlet
Purchase History Dashlet
Record View Dashlet
Timeline Dashlet

Enhanced Module Functionality for Sugar Sell License Types

The following functionality is included on top of base module functionality for users with a Sugar Sell license type in Sugar 12.0.x.

Sugar Portal functionality:
- Sugar Portal Chat: Embed a chat window in the portal so portal users can start a chat session with agents using SugarLive.
- Chatbot for Sugar Portal Chat: A chatbot provided in the collection of assets that are included in Sugar Sell allows portal users to create a case, check the status of a case, or speak with an agent from the portal chat window.

Enhanced Module Functionality for Sugar Serve License Types

The following functionality is included on top of base module functionality for users with a Sugar Serve license type in Sugar 12.0.x.

Sugar Portal functionality:
- Sugar Portal Chat: Embed a chat window in the portal so portal users can start a chat session with agents using SugarLive.
- Chatbot for Sugar Portal Chat: A chatbot provided in the collection of assets that are included in Sugar Serve allows portal users to create a case, check the status of a case, or speak with an agent from the portal chat window.
- Case deflection: Knowledge base article search from Sugar Portal's Home page allows portal users better access to self-service issue resolution prior to creating cases.
- Case and knowledge base dashlets: The All Open Cases, Recently Resolved Cases, and Knowledge Base Categories & Published Articles dashlets allow portal users to view their company's current and recent cases and search for knowledge base articles.
- Request to close case: The Request To Close button on cases in the portal allows customers to easily communicate that it is safe to close their case. In Sugar, the List of Cases Requested For Close dashlet informs you of all cases awaiting closure.
- Record visibility: Admins can limit which portal users can see cases as well as the emails and messages related to them to either all contacts or only those related to the specific record.
- Expanded customization: Admins can customize more aspects of the portal and see a live preview of their changes, including configuring the Home page banner, search bar, and dashboard.
Case SLA and resolution trends: Several fields are included on cases to track trends in first response SLAs and case resolution time, using both calendar hours and business hours.

Footnotes

¹Guided Selling powered by Sugar Automate (formally known as Customer Journey Plug-in).
²Data Enrichment and News Feed powered by Sugar Hint.
³Geo Mapping powered by Sugar Maps.
⁴Mail and Calendar Integration powered by Sugar Connect.⁵Enhanced Forecasting is powered by Sugar Discover.⁶ This module includes enhanced functionality for some Sugar Sell license types.
⁷This module includes enhanced functionality for Sugar Serve license types.
⁸The Sugar Maps and Sugar Hint capabilities are also user license types.
⁹Intelligent Lead and Opportunity Prioritization powered by SugarPredict.
¹⁰ Some stock customer service reports are available for all products, but a selection of them are only available for Serve, as indicated in the Stock Reports page.
¹¹Sugar Sell Essentials customers do not have the ability to upload custom file packages into Sugar using Module Loader.
¹²Sentiment Analysis for Calls powered by SugarPredict for Serve and SugarPredict for Sell.