SugarCRM SupportProduct GuidesSugar Versions12.0 Sugar12.0 Sugar SellSugar Sell 12.0 Administration GuideLicense ManagementLicense Types Matrix

License Types Matrix

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 1
Data Enrichment and News Feed 2,8
Geo Mapping 3,8
Mail and Calendar Integration 4

$   $ $

Advanced Forecasting and Pipeline Insights 5

       

Common Modules and Capabilities

Module Loader  
 
 
   

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.

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:

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.
    • 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

1 Guided Selling powered by the Customer Journey Plug-in.
2 Data Enrichment and News Feed powered by Sugar Hint.
3 Geo Mapping powered by Sugar Maps.
4 Mail and Calendar Integration powered by Sugar Connect.
5 Advanced Forecasting and Pipeline Insights powered by Sugar Discover dashboards.
6 This module includes enhanced functionality for some Sugar Sell license types.
This module includes enhanced functionality for Sugar Serve license types.
The Sugar Maps and Sugar Hint capabilities are also user license types.
9 Intelligent 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.

Last modified: 2022-05-04 13:24:25