SugarCRM SupportHelp ArticlesInstallation and UpgradeMigrating From Sugar Enterprise to Sugar Serve or Sugar Sell

Migrating From Sugar Enterprise to Sugar Serve or Sugar Sell

Overview

Sugar Serve, a customer engagement solution, and Sugar Sell, a sales automation solution, are new product offerings beginning with version 9.1.0. When migrating from Sugar Enterprise to Sugar Serve or Sugar Sell, customers should keep in mind that there are a number of features (e.g. Accounts, Contacts) available between the Sugar products that will continue to be available after migration, but there are also key features that are exclusive to certain products. For more information on the features available for each license type, refer to the User Management documentation. Please note that your database will preserve the data for any modules which are no longer available following the migration.  

This article contains best practice guidance and covers the different settings and functionality an administrator must configure to get their users up and running before, during, and after migrating to Sugar Serve or Sugar Sell. It is intended to minimize any downtime associated with these changes. Before requesting any changes to your license or modifying your instances, please review all the necessary steps and requirements contained within the following sections: 

Before Conversion

The information and questions in this section should be reviewed and answered before converting your instance from Sugar Enterprise to Sugar Sell or Sugar Serve. Additionally, answering these questions will assist you in evaluating how many Sell or Serve licenses you require.

Evaluating Your Instance

Before proceeding, answer these two questions as it pertains to your instance(s):

  • Is your organization currently using either Workflow Management (Legacy Workflow) or Projects?
  • Are there any active integrations using the SOAP API or older versions of our REST API (<v10)?

If you answered "Yes" to any of the above, STOP. 

Some amount of work will be required to reimplement these use cases or integrations before converting to Sell or Serve. It would be best to contact the Advise Team (TAMServices@sugarcrm.com) to explore the amount of work and available options.

Evaluating Your License Needs

Using the information in each section below, make the following lists:

  • Users requiring access to just Serve 
  • Users requiring access to just Sell
  • Users requiring access to both Serve and Sell

Note: Not all conversions will require all three lists and you should use the information and questions above to determine which lists are applicable to your organization.

Serve Use Cases

Users with Serve licenses have access to Sugar Serve-specific modules. For more information on the features available for each license type, refer to the User Management documentation. If users need access to these modules and features or if Sugar Portal has been configured for use with Cases or Bugs, Serve licenses will be required to continue accessing them:

Sell Use Cases

Users with Sell licenses have access to Sugar Sell-specific modules. For more information on the features available for each license type, refer to the User Management documentation. If users need access to these modules and features, Sell licenses will be required to continue accessing them:

Non-Specific Use Cases

Users with Sell or Serve licenses also have access to the core modules and features that are available to both license types. For more information on the features available for each license type, refer to the User Management documentation. If users need access to these modules and features but do not require access to any Serve or Sell specific modules above, these users can be licensed as either Sell or Serve users:

Mixed License Mode

Some users may require access to both Sugar Serve specific modules (e.g. Cases) and Sugar Sell specific Modules (e.g. Opportunities). For more information on the features available for each license type, refer to the User Management documentation. If users need access to both Serve and Sell modules and features they need both Serve & Sell licenses.

Steps to Complete Conversion

After you have reviewed the information, answered the questions in the section above, and created your user list(s), you must coordinate a time with your Sugar Sales Representative or Sugar Partner for when the license should be updated from Enterprise to Sell or Serve. In addition, decide whether or not you will complete functional validation prior to converting. Instructions for Converting Instances and Setting User License Types are detailed in the sections below.

Converting Instances

Using an Evaluation License for Functional Validation

If there is a plan for functional validation before making any changes to your production instance, that should be done on one of your cloud sandboxes. A system administrator must follow the steps in this section to convert one of your sandbox instances for functional validation. If not applicable, you may choose to move forward with re-validating your license.

  1. Request a Sell/Serve evaluation license from your Sugar Sales Representative or Sugar Partner.
  2. Add the evaluation license to your cloud sandbox in Admin > License Management and click "Save". For more information on license management, refer to the Sugar Connect documentation for Sugar version 10.0.0. For versions 10.3.0 and higher, refer to the System documentation.
     licensemgmt
  3. Follow the steps under Setting User License Types for your sandbox instance.
  4. Begin functional validation for your sandbox instance.

Revalidating License in Instances

Once functional validation is complete, if applicable, and after the license has been updated to Sell or Serve by your Sugar Sales Representative or Sugar Partner, a system administrator must perform the following action to convert your instances to Sugar Sell or Sugar Serve.

To revalidate your license, navigate to Admin > License Management > and click the Re-validate button. For more information on updating your Sugar license, refer to the Sugar Connect documentation for Sugar version 10.0.0. For versions 10.3.0 and higher, refer to the System documentation.
validatelicense

Setting User License Types

Once your instance has been migrated to Sugar Serve or Sugar Sell, an admin user should immediately mass update all active user records with the new license type (e.g. Sugar Serve). For more information on mass updating user records, refer to the User Management documentation. Please note that if your organization purchases Sugar Serve or Sugar Sell for a particular group of users (e.g. customer service team, sales team) instead, then the administrator should mass update the license type for those specific subsets of users. For more information on license types, refer to the Understanding User Types, License Types, and Sugar Licenses article. 

  1. Navigate to admin > user management. 
  2. Select desired users in the list view.
  3. Click the Mass Update button.
  4. Select the appropriate license type(s).
  5. Click the Update button.
  6. Repeat steps as necessary to assign users to their appropriate license type(s) based on the user lists you created.

Note: It is critical to perform the mass updates as soon as possible in order to prevent any users from being locked out of the instance.

licensetypemassupdate

After Conversion

When all instances have been converted and users have been set up with the appropriate license type(s) as described in the Steps to Complete Conversion section above, you can then move to review and configure Sugar Serve or Sugar Sell features. This section covers the different settings and functionality an administrator should configure to get their users up and running after migrating to Sugar Serve or Sugar Sell

Getting Started With Sugar Serve

For Sugar Serve, there are some actions that must first be performed in order for your customer service agents to leverage certain key features.

SugarBPM for Sugar Serve

Sugar Serve includes a stock SugarBPM™ template that sets case follow-up dates on new and in-progress cases according to your organization's Service Level Agreements (SLAs). In order to use this SugarBPM template in your Sugar instance, there are certain actions that must first be performed such as creating and configuring your business centers, configuring the Account module's Service Level field, configuring the Case module's Priority and Status fields, etc. For more information, refer to the Getting Started With SugarBPM for Sugar Serve article.
servebpm

Service Console

Service Console provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and cohesive case research and action experience. Out-of-the-box, the Service Console dashboard is shared with the Global team and set as a default dashboard. So, it will appear in the home dashboards list for all users who are members of the Global team and have a Sugar Serve license type. Please note that an admin user may need to alter its Team field to share the Service Console dashboard with members of the service team so they can access the dashboard.

For Sugar versions 11.0.x and lower:
MigratingFromEntToServeSell ServiceConsole 110

For Sugar versions 11.1.x and higher:
MigratingFrmEntToServeSell ServiceConsole

Purchase Data and the Active Subscriptions Dashlet

The Purchases and Purchased Line Items modules, introduced in the 10.1 (Q3 2020) release, contain the list of goods and services your customers have purchased and the number of times those goods and services have been purchased, respectively. Additionally, in 10.3, the Active Subscriptions dashlet references purchases that are marked as a "Service", have a start date in the past, and an end date in the future. Users with a Sugar Serve license type have access to the modules and dashlet and have the ability to create records manually. For more information, refer to the Purchases and Purchased Line Items page in the Application Guide.

Getting Started With Sugar Sell

For Sugar Sell, there are some actions that must first be performed in order for your sales team members to leverage certain key features.

SugarBPM for Sugar Sell

Sugar Sell includes stock SugarBPM™ templates to help automate sales processes around leads, opportunities, and quotes. For more information, refer to the Sell Templates section of the SugarBPM Administration Guide.
sellbpm

Renewals Console

Renewals Console provides a powerful work environment for your organization's Sales agents and Customer Success Managers to automate and streamline renewal management. The Renewals Console makes it easy to manage accounts, quickly see the status of your current quarter's renewal pipeline, and manage individual renewal opportunities.

For Sugar versions 11.0.x and lower:
MigratingFromEntToServeSell RenewalsConsole110 

For Sugar versions 11.1.x and higher:
MigratingFromEntToServeSell RenewalsConsole1

Purchase Data and the Active Subscriptions Dashlet

The Purchases and Purchased Line Items modules, introduced in the 10.1 (Q3 2020) release, contain the list of goods and services your customers have purchased and the number of times those goods and services have been purchased, respectively. Additionally, in 10.3, the Active Subscriptions dashlet references purchases that are marked as a "Service", have a start date in the past, and an end date in the future. Users with a Sugar Sell license type who use the Revenue Line Items module can utilize the automatic generation of purchase and purchased line item records. Revenue line items created after migrating to Sugar Sell version 10.3 or later will automatically generate purchase data. Records existing prior to migration will require user action to generate purchase data. For in-depth coverage on the subject, please read Generating Purchases From Revenue Line Items.

Last modified: 2021-07-29 14:28:46