Business Center Management
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.
Business centers are specified at the account level. When a case is created, the related account's Business Center field is copied to the case, though users can also manually set the field. Refer to the Cases documentation for more information. Records' related business centers can then be leveraged by business rules and processes crafted in SugarBPM. SLA management is achieved in Sugar Serve by a stock SugarBPM template leveraging related business centers to calculate case follow-up dates. Refer to the Getting Started With SugarBPM for Sugar Serve and Stock SugarBPM - Case Follow-Up Date Management articles for help configuring the stock template and your instance to work together.
This documentation covers information and actions specific to the Business Centers module, which is available exclusively for Sugar Serve and Sugar Sell users. For instructions concerning views and actions that are common across most Sugar modules, such as creating, editing, and deleting business centers, refer to the Working With Business Center Records section of this page.
Please note that you will only be able to access business center records if your user has a Sugar Serve or Sugar Sell license type, and as allowed by your team membership and assigned roles. By default, only System Administrator users with a Sugar Serve or Sugar Sell license type have the ability to create, edit, delete, and merge business centers, though these abilities can be granted to regular users as described in the Creating a Business Center Administrator section below.
Business Center Fields
The Business Centers module contains a number of stock fields which come out-of-the-box with Sugar. For information on using and editing various field types, refer to the User Interface documentation.
|Time Zone||The time zone where the business center is located|
|Business Hours||The hours of the day in which business is conducted at this business center
Note: For more information, refer to the Setting Business Hours section.
|Address||The business center's physical address|
|Teams||The Sugar team(s) assigned to the business center record|
|Assigned To||The Sugar user assigned to the business center record|
|Tags||User-created keywords that can be used to identify records in filters, dashlets, and reports
Note: For more information on creating and using tags, please refer to the Tags documentation.
|Date Created||The date the business center record was created|
|Date Modified||The date the business center record was last modified|
Working With Business Center Records
The following links will open specific sections of the User Interface documentation where you can read about views and actions that are common across most Sidecar modules. The sections following this Working With Business Center Records section describe Business Center-specific behaviors and functionality.
|Creating Sugar Records
Basic Record Creation
Creating via Duplication
Importing Sugar Records
The Creating Records documentation covers the various methods of creating new Sugar records, including via the Create button, duplication of an existing record, and importing a list of records into Sugar using a .csv spreadsheet.
|Viewing Sugar Records
Viewing via List View
Viewing via Record View
Viewing via Recently Viewed
Viewing via Preview
Viewing via Reports
The Viewing Records documentation describes the various methods of viewing Sugar records, including via the list view and record view, the Recently Viewed menu in the module tab, previewing records in the side panel, and via reports.
|Searching for Sugar Records
List View Search
Creating a Filter
Saving a Filter
|The Searching for Records documentation provides an introduction to Global search, which searches across all Sugar modules, and list view search, which searches and filters within a Sugar module.|
|Sugar Records List View
Total Record Count
Mass Actions Menu
Record Actions Menu
More Sugar Records
The List View documentation walks through the general elements of the Sugar List View layout, which contains a filterable list of all business center records in Sugar.
While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the Business Centers list view are described in the List View Mass Actions Menu and List View Record Actions Menu sections of this page.
|Sugar Records Record View
Next or Previous Record
Related Record Subpanels
The Record View documentation walks through the many elements of the Sugar Record View layout, which contains detailed information about a single business center record.
While the generic menu options are described in the User Interface sections linked to the left, the options specifically available in the business center record view are described in the Record View Actions Menu section of this page.
|The Editing Records documentation describes the various methods of editing existing Sugar records, including inline via the record view, in full edit mode on the record view, inline via subpanel on related module records, inline via list view, and via the Mass Update option on the list view.|
|Deleting Sugar Records
Deleting via Record View
Deleting via List View
Mass Deleting via List View
|The Deleting Records documentation describes the various methods of deleting records, including via the record view, from list view, and via Mass Update on the list view.|
|Exporting Sugar Records||The Exporting Records documentation provides an introduction to the export functionality, which allows you to download a list of business centers and all their data as a .csv file for use outside of Sugar (e.g. in Microsoft Excel).|
|Finding Duplicate Sugar Records||The Finding Duplicate Records documentation provides instructions for locating duplicate Sugar records. If searching on matching fields (e.g. Name) identifies one or more duplicates, they can be merged into a single record.|
|Viewing Audit Logs||The Viewing Audit Logs documentation describes the View Audit Log option which displays a history of changes to the business center's audited fields.|
|Favoriting Sugar Records
Favoriting via List View
Favoriting via Record View
Favoriting via Subpanel
|The Favoriting Records documentation describes the various methods of marking business centers as favorites. Favoriting a business center allows you to easily access it from list views, dashlets, or the record's module tab.|
|Following Sugar Records
Following via List View
Following via Record View
|The Following Records documentation describes the various methods of marking business centers as "Followed". Following a business center causes its activity stream updates to be included on your Home page and Sugar Records list view activity streams so that you can easily keep up with changes and user posts on the record.|
|Sharing Sugar Records||The Sharing Records documentation describes the Share option, which composes an email with a link to the business center record. If the recipient is logged into Sugar, clicking the link will bring them directly to the business center's record view.|
Business Center Menus
The Business Centers module contains various options and functionality which are available via menus in the module tab, list view, and record view. The following sections present each menu and its options with links to more information about each option in the User Interface documentation or within this page.
Module Tab Menus
The Business Centers module tab is typically found by clicking the "More" icon represented by three vertical dots to the right of the module tabs on the navigation bar at the top of any Sugar screen. The additional modules will appear on the list and you can click "Business Centers" to access the list view.
Once the Business Centers tab displays on the navigation bar, click the triangle within the tab to display the Actions, Recently Viewed, and Favorites menu. The Actions menu allows you to perform important actions (e.g. create, view, import) within the module. The Recently Viewed menu displays the last few business centers you most recently opened. The Favorites menu displays the last few business centers you most recently marked as favorites. For information about favoriting records in Sugar, please refer to the User Interface documentation.
The Actions menu allows you to perform the following operations:
|Create Business Centers||Opens the record view layout to create a new business center record|
|View Business Centers||Opens the list view layout to search and display business center records|
|Import Business Centers||Opens the import wizard to create or update business center records using external data|
If you do not see the Business Centers module tab in Sugar, please check the following:
- The Business Centers module may be marked as hidden in your user preferences, which will prevent the module tab from being displayed. Navigate to your user profile (upper right of Sugar), click the Advanced tab, and check the Layout Options section. If you see the Business Centers module in the Hide Modules list, simply move it to the Display Modules list and save. For more information on hiding and displaying modules, please refer to the Layout Options section of the Getting Started documentation.
- The administrator may have disabled the Business Centers module for your entire Sugar instance. Reach out to your Sugar administrator to have the Business Center module displayed. For more information on displaying and hiding modules throughout Sugar, please refer to the Developer Tools documentation in the Administration Guide.
List View Menus
The Business Centers list view displays all business center records and allows for searching and filtering to locate specific business centers. You can view the basic details of each record within the field columns of the list view or click a business center's name to open the record view. To access a module's list view, simply click the module's tab in the navigation bar at the top of any Sugar page.
List View Mass Actions Menu
The Mass Actions menu to the right of the checkbox option in the list header allows you to perform mass actions on all currently selected records. You can use the checkbox on each record's row to select individual business center records or click the checkbox in the list header to select all records displayed on the current set of list view results.
The Mass Actions menu allows you to perform the following operations:
|Mass Update||Mass update one or more business center records at a time|
|Merge||Merge two or more duplicate business center records|
|Delete||Delete one or more business center records at a time|
|Export||Export one or more business center records' data to a CSV file|
List View Record Actions Menu
The Record Actions menu to the far right of each record's row allows you to perform actions on a business center record directly from the list view.
The options in the Record Actions menu allow you to perform the following operations:
|Preview (eye icon)||Preview this record in the intelligence pane|
|Edit||Edit this record|
|Delete||Delete this record|
Record View Actions Menu
The Business Center record view displays a single business center record in full detail including its relevant fields and subpanels of related records. To access a business center's record view, simply click on the business center's name from the list view, dashlet, or from report results. The record view's Actions menu appears on the top right of the page and allows you to perform various operations on the current record.
The Actions menu allows you to perform the following operations:
|Edit||Edit this record|
|Share||Share a link to this record via email|
|View Audit Log||View a list of changes that have been made to this business center record|
|Delete||Delete this record|
Setting Business Hours
Creating a business center and setting its business hours is only available to Sugar Serve and Sugar Sell users who are administrators or who have Admin-level role access to the Business Centers module as explained in the Creating a Business Center Administrator section. To set business hours, navigate to the Business Hours panel on a business center's record view and enter the hours of operation for each day of the week. For each day's "Hours" field, select one of the following options:
- Open : The business center has operating hours on this day of the week. After selecting "Open", you must select the Open Time and Close Time for the day. The default open hours are 8:00 AM - 5:00 PM.
- Open 24 Hours : The business center's operating hours are 12:00 AM - 11:59 PM.
- Closed : The business center does not have operating hours on this day of the week.
Each business center's specified operating hours can be used in SugarBPM's business hour calculations. After setting the business center's hours, you can designate the holidays for which each business center will be closed.
Business Holidays and Business Centers
Below a business center record are several subpanels including the Business Holidays subpanel. This subpanel allows administrators to create one-day holiday records for a business center. Holidays will not be included in business hour date and time calculations used by SugarBPM in Sugar Serve and Sugar Sell. Holidays can be added by clicking the Create icon (+) in the Business Holidays subpanel.
Holidays contain three fields:
|Holiday Name||A descriptive label for the holiday
Note: It is recommended to utilize a standard format that includes the calendar year (e.g., "2020 Independence Day") in the Holiday Name field.
|Holiday Date||The year, month, and day that this holiday occurs
Note: For holidays that span multiple days, separate Business Holiday records must be created for each day.
|Description||A brief description or reason for the holiday|
Holidays created from a business center's subpanel are automatically related to that business center. The same holiday can be used for additional business centers by using the Link Existing Record option in the Business Holidays subpanel for the other business centers:
Creating a Business Center Administrator
By default, only System Administrator users with a Sugar Serve or Sugar Sell license type have the ability to create, edit, delete, and merge business center records in the Business Centers module. It may be helpful to delegate these administrative tasks to one or more designated user(s) without giving them full administrative permissions in Sugar.
Use the following steps to create a Business Center Administrator role:
- Navigate to Admin > Role Management.
- Click the triangle in the Roles module tab and select "Create Role".
- Enter a name (e.g. Business Center Admin) for the role then click "Save".
- On the Role Chart screen, click "Business Centers" in the module's list to the far left of the page.
- The screen will display the role settings specific to the Business Centers module. The Access and Access Type columns will default to "Not Set". Click directly on the "Not Set" text for each column and select the following options:
- Access : Enabled
- Access Type : Admin
- Click "Save" to preserve the changes.
- Scroll to the Users subpanel on the bottom of the screen and click "Select User". Search and select the user(s) you wish to assign this role to.
- After selecting the user(s), navigate to the user's profile to view their access information via the Access tab. Confirm that the Business Center Admin role is displayed in the Roles subpanel and the Business Centers module's access is set to "Admin".
Any user assigned to the Business Center Admin role will have the ability to access increased functionality such as creating, editing, deleting, and merging records in the Business Centers module. For more information on creating roles, please refer to the Role Management documentation.
Last modified: 2019-07-30 17:45:49