Renewals Console

Overview

Users with a Sugar Sell or Enterprise license type have access to Renewals Console, a Home page dashboard that 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. 

The Renewals Console is broken into three tabs:

The Overview tab comes pre-built with four dashlets that provide a quick look at your current sales pipeline, top revenue line items, and your open activities and tasks.

Next, the Accounts tab presents a list of the accounts assigned to the current user with potential renewal opportunities. Clicking on an account's row opens an Account Detail drawer that displays subscriptions, relationships, and recent comments and interactions with the account.

Finally, the Opportunities tab shows a visualization of your currently open opportunities and their relative worst, likely, and best positions compared with other opportunities in the list. Clicking on an opportunity's row will open the Opportunity Detail drawer with more complete details about the opportunity and its related records and interactions.

The floating actions button also appears on the console dashboard and allows users to perform actions such as create dashboards. For more information on floating actions button, refer to the Dashboards and Dashlets documentation. 

Please note that admin users and the user assigned to the Renewals Console dashboard have the ability to configure the various parts of the console. For more information on how to configure the console, refer to the Console Management documentation.

Prerequisites

Sugar Initialization

The Renewals Console only works with Sugar instances configured to use the Opportunities and Revenue Line Items model. It relies on the use of renewable services in the Product Catalog and Revenue Line Items modules. An administrator must configure the products in your product catalog as renewable services or you must designate the appropriate revenue line items as renewable services at the line-item level. For more information, refer to the Services and Renewable Revenue Line Items section of the Opportunities documentation.

Access and Permissions

Although the Renewals Console shares some behaviors with standard shared dashboards, it is also specialized and, therefore, has some key differences:

• Visibility: Renewals Console follows the visibility and availability rules of other shared dashboards with the additional requirement that users must have a Sugar Sell or Enterprise license type. By default, the Renewals Console dashboard is shared with the Global team and set as a default dashboard, meaning it will appear in the home dashboards list for all users who are members of the Global team and have a Sugar Sell or Enterprise license type. An admin user may need to alter its Team field to push the Renewals Console to additional users.
• Editability: The dashlets on Renewals Console can only be modified, configured, or rearranged by an administrator user with a Sell or Enterprise license type. For more information, refer to the Console Management documentation.
• Duplication: Renewals Console cannot be duplicated.
• Deletion: Renewals Console cannot be deleted.

By default, the Renewals Console is a shared, default Home page dashboard and can be accessed by clicking the Cube icon's down arrow and selecting "Renewals Console" from the menu.

Overview Tab

By default, the Renewals Console's overview tab contains four dashlets. Admin users can configure this tab's contents to add, remove, or modify its dashlets as explained in the Console Management documentation.

The following dashlets appear by default:

• Planned Activities
• Active Tasks
• Pipeline
• Top 10 Sales Revenue Line Items

Hovering over links in certain dashlets (e.g., Planned Activities dashlet) under the Overview tab will display a Focus icon to the right of the link (e.g., Demo), which can be clicked to reveal a Focus drawer. The Focus drawer dashboard displays a 360-degree view of the linked record through a set of dashlets containing relevant information such as the record's related records. For more information on focus drawers, refer to the User Interface documentation.

Accounts Tab

By default, the Renewals Console's Accounts tab displays the accounts assigned to the current user and sorted by the date of the next renewal unless the administrator has re-configured these options for the view. Each account in the list can be clicked to reveal an Account Detail drawer with additional information about its subscriptions and related records and activities. The features and functionality for the components in the Accounts tab are described in the following sections.

Note: Admin users and the user assigned to the Renewals Console dashboard have the ability to set a default sort order, apply a filter to the list view, as well as choose which fields to display as columns in the list view and designate the order in which they appear. For more information, refer to the Console Management documentation.

Console Search

Below the Acounts tab, a search bar displays which allows users to easily search by the account's name and pull up matching records in the list view. The search bar also includes a Filter option allowing you to narrow your search further using one of the default filter options.

Please note that admin users and the user assigned to the Renewals Console dashboard have the ability to define a filter for the list view, but you can apply additional filters or create new filters via the Build Filter option of the search bar to narrow the list view results further. For more information on how to apply and create filters, refer to the User Interface documentation.

To update the filtered list view with the most recent results, click on the Refresh icon to the right of the search box.

Account Row Actions

To the left of each account's name is an Actions menu that provides quick access to view, edit, or share the account record for that row. Click the down arrow to access the following options:

• Edit in New Tab: Opens a new browser tab with the account's record view in edit mode
• Copy Record URL: Copies the URL of the account to your clipboard for easy sharing
• Open in New Tab: Opens a new browser tab with the account's record view

Account Information

Each account row displays select account details and you can click on an account's row to view even more information in the Account Detail drawer. Fields with an asterisk to the right of the field name (e.g. Date of Next Renewal *) are widget-type fields that provide data from one or more fields in the module in a different manner. 

By default, the following information is displayed in the list view for each account in the Renewals Console:

Note: Admins and the user assigned to the Renewals Console dashboard can configure the Accounts tab lists to choose which fields to display as columns in the list view as well as the order in which they appear. They can also enable or disable column freezing for the first column.

• Name/Industry: The name of the account stacked above the account's industry.
• Description: The account's Description field value.
• Date of Next Renewal */Date of Next Renewal: The amount of time until or since the date of next renewal stacked above the expected close date for the next service that is up for renewal on opportunities related to the account.
• Annual Revenue: The account's Annual Revenue field value.
• Service Level: The account's contractual level of service.
• Type: The account's Account Type field value.

For more information on account fields, please refer to the Accounts documentation.

Note: While the counts within the Accounts tab will tally all accounts related to the current user, the Renewals Console can display a maximum of 100 rows.

Account Detail Drawer

Clicking an account's row in the Renewals Console opens a drawer that aggregates information about the account, its related records, past interactions, and active subscriptions. The drawer contains four dashlets, the Account Record Dashlet, Comment Log Dashlet, Active Subscriptions Dashlet, and Account Timeline Dashlet, which are described in the following sections below.

You can view key details related to the next or previous account record in the list view by clicking the up or down arrow to the left of the drawer. To close the drawer, click the X icon at the top left of the drawer or press your Escape (esc) key. While the prioritized list view is refreshed automatically every five minutes, the Account Detail drawer does not. Switch between accounts or close and reopen the drawer to see the latest information.  

Hovering over links in certain dashlets on the drawer will display a Focus icon to the right of the link, which can be clicked to reveal a focus drawer. The Focus drawer dashboard displays a 360-degree view of the linked record through a set of dashlets containing relevant information such as the record's related records, related activities, and active subscriptions. For more information on focus drawers, refer to the User Interface documentation. 

Note: An admin user and the user assigned to the Account Details dashboard may edit the layout and configuration of dashlets in the Account Detail drawer for all users. For more information, refer to the Console Management documentation.

Account Record Dashlet

The primary dashlet in the Accounts tab is a Record View dashlet, which appears in the first quadrant of the Account Detail drawer by default. It is configured to display the account you are currently viewing as well as additional tabs containing related records. The dashlet is a concise alternative to the account's full record view, as it displays not only the account's fields but also the account's most important subpanel contents via additional tabs. The account record can be edited directly in the dashlet by clicking an individual field or clicking the Edit button.

Once you are done editing, click the Save button to preserve your changes. Additionally, an Actions menu is available in the Account Record View dashlet allowing you to escalate the account. For more information, refer to the Escalations documentation. 

If you wish to access the account's full-page record view, simply hover over the account's name in the dashlet and click the arrow icon that appears to navigate to the record. The related record tabs in the dashlet display lists of records with a relationship to the current account record. For more information on record view dashlets, refer to the Dashboards and Dashlets documentation.

Comment Log Dashlet

The Account Detail drawer also contains a Comment Log dashlet. This dashlet displays entries from the account's Comment Log field with the most recent entry on top. You can quickly create new entries by typing in the open text box and then clicking "Add". For more information about comment logs including mentioning records and users, refer to the User Interface documentation.

Active Subscriptions Dashlet

The Active Subscriptions dashlet shows a list of all of the current account's purchases that are marked "Service", have a start date in the past, and an end date in the future. The dashlet shows each purchase's name, quantity of units, and purchased line item calculated revenue amount next to "Total". A simple bar chart visualizes the time elapsed and time remaining for the subscription, which you can explicitly view by hovering your mouse over the bar. 

Account Timeline Dashlet

The Account Timeline dashlet displays the account's related emails, calls, meetings, notes, and tasks activities and select field updates (e.g., Assigned To) in the form of record cards. Each card in the dashlet displays key information (e.g., subject, description, guest's name) for the related record and the cards are sorted in chronological order based on the date they occur or are due (for tasks), with the most recent at the top. 

When previewing emails, any email attachments can be downloaded by clicking the attachment's name. You can also quickly create new activities by clicking the Plus icon in the dashlet header and selecting the type of record you wish to create. Doing so will open a quick-create drawer and automatically select the current account in the new record's Related To field. For more information on Timeline dashlet, refer to the Dashboards and Dashlets documentation.

Purchase History Dashlet

While not available by default, it is worth mentioning that the Purchase History dashlet can be added to both the Account Detail Drawer and the Opportunity Detail Drawer by an administrator or the user assigned to the Renewals Console dashboard. The dashlet shows a list of all the current account's purchases regardless of the start or end date of the purchase record. The dashlet shows each purchase's name, date range, quantity, and total. For more information, refer to the Purchase History Dashlet section of the Dashboards and Dashlets documentation.

Opportunities Tab

By default, the Renewals Console's Opportunities tab displays the open opportunities that are assigned to the current user and sorted by the expected close date with overdue opportunities shown in the topmost positions, unless the administrator has re-configured these options for the view. Each opportunity in the list can be clicked to reveal an Opportunity Detail drawer with additional information about its related records and activities. The features and functionality for the components in the Opportunities tab are described in the following sections.

Note: Admins and the user assigned to the Renewals Console dashboard have the ability to set a default sort order, apply a filter to the list view, as well as choose which fields to display as columns in the list view, and designate the order in which they appear. For more information, refer to the Console Management documentation.

Console Search

Below the Opportunities tab, a search bar displays which allows users to easily search by the opportunity's name and pull up matching records in the list view. The search bar also includes a Filter option allowing you to narrow your search further using one of the default filter options.

Please note that admin users and the user assigned to the Renewals Console dashboard have the ability to define a filter for the list view, but you can apply additional filters or create new filters via the Build Filter option of the search bar to narrow the list view results further. For more information on how to apply and create filters, refer to the User Interface documentation.

To update the filtered list view with the most recent results, click on the Refresh icon to the right of the search box.

Opportunity Row Actions

To the left of each opportunity's name is an Actions menu that provides quick access to view, edit, or share the opportunity record for that row. Click the down arrow to access the following options:

• Edit in New Tab: Opens a new browser tab with the opportunity's record view in edit mode
• Copy Record URL: Copies the URL of the opportunity record to your clipboard for easy sharing
• Open in New Tab: Opens a new browser tab with the opportunity's record view

Opportunity Information

Each opportunity row displays select opportunity details and you can click on a row to view even more information in the Opportunity Detail drawer. Fields with an asterisk to the right of the field name (e.g., Expected Close Date *) are widget-type fields that provide data from one or more fields in the module in a different manner. 

By default, the following information is displayed in the list view for each opportunity in the Renewals Console:

Note: Admins and the user assigned to the Renewals Console dashboard can configure the Opportunities tab lists to choose which fields to display as columns in the list view as well as the order in which they appear. They can also enable or disable column freezing for the first column.

• Sales Stage */Status: "Sales Stage" shows the latest sales stage of all of the open revenue line items related to the opportunity. The stage is stacked over the opportunity's status.
• Opportunity Name/Account Name: The name of the opportunity stacked over the name of the opportunity's account.
• Expected Close Date */Expected Close Date: The amount of time until or since the latest expected close date stacked above the latest expected close date for all of the opportunity's related line items.
• Worst | Likely | Best *: A visual representation of the worst, likely, and best values for the opportunity in context with the rest of your pipeline. For more information, refer to the Worst | Likely | Best Column section of this page.
• Lead Source: The opportunity's Lead Source field value.
• Next Step: The opportunity's Next Step field value.

For more information on opportunity fields, please refer to the Opportunities documentation. For more information on revenue line item fields, please refer to the Revenue Line Items documentation.

Note: While the counts within the Opportunities tab will tally all filtered opportunities related to the current user, the Renewals Console can display a maximum of 100 rows.

Worst | Likely | Best Column

A column within the Opportunities tab labeled "Worst | Likely | Best *" presents a visual representation of your opportunities' values relative to each other. The leftmost hash mark represents the relative position of the lowest "Worst" value for all of the opportunities returned in the Renewals Console list view. The rightmost hash mark is the relative position of the highest "Best" value for all of the opportunities.

The thick, gray horizontal bar between the hash marks represents the worst-to-best values within the overall range for the current opportunity, with a black hash mark to indicate the relative position of the likely value for the current opportunity. This visualization allows you to evaluate the potential value of the opportunity relative to the rest of your pipeline. To explicitly view the Best, Likely, and Worst values for an opportunity, simply hover your mouse over the gray bar.

Opportunity Detail Drawer

Clicking an opportunity's row in the Renewals Console opens a drawer that aggregates information about the opportunity, its related records, and past interactions. The drawer contains four dashlets, the Opportunity Record Dashlet, Related Account Record Dashlet, Comment Log Dashlet, and Opportunity Timeline Dashlet, which are described in the following sections below.

You can view key details related to the next or previous opportunity record in the list view by clicking the up or down arrow to the left of the drawer. To close the drawer, click the X icon at the top left of the drawer or press your Escape (esc) key. While the prioritized list view is refreshed automatically every five minutes, the Opportunity Detail drawer does not. Switch between opportunities or close and reopen the drawer to see the latest information. 

Hovering over links in certain dashlets (e.g., Opportunity Record dashlet) on the drawer will display a Focus icon to the right of the link (e.g., Sunnyvale Reporting Ltd), which can be clicked to reveal a focus drawer. The Focus Drawer dashboard displays a 360-degree view of the linked record through a set of dashlets containing relevant information such as the record's related records, past interactions, purchase history, and active subscriptions. For more information on focus drawers, refer to the User Interface documentation.

Note: An admin user and the user assigned to the Opportunity Details dashboard may edit the layout and configuration of dashlets in the Opportunity Detail drawer for all users. For more information, refer to the Console Management documentation.

Opportunity Record Dashlet

The primary dashlet in the Opportunities tab is a Record View dashlet, which appears in the first quadrant of the Opportunity Detail drawer by default. It is configured to display the opportunity you are currently viewing as well as additional tabs containing related records. The dashlet is a concise alternative to the opportunity's full record view, as it displays not only the opportunity's fields but also the opportunity's most important subpanel contents via additional tabs.

The opportunity record can be edited directly in the dashlet by clicking an individual field or clicking the Edit button. Once you are done editing, click the Save button to preserve your changes. Hovering over certain links such as the Account Name will display a Focus icon which can be clicked to open the Focus drawer.

Additionally, an Actions menu is available in the Opportunity Record View dashlet allowing you to escalate the opportunity. For more information, refer to the Escalations documentation. If you wish to access the opportunity's full-page record view, simply hover over the opportunity's name in the dashlet and click the arrow icon that appears to navigate to the record. The related record tabs in the dashlet display lists of records with a relationship to the current opportunity record. For more information on record view dashlets, refer to the Dashboards and Dashlets documentation. 

Related Account Record Dashlet

Another, Record View dashlet, the Related Account Record dashlet, is available in the Opportunity Detail drawer. This dashlet displays the account related to the current opportunity, providing valuable service level and business center information as well as the ability to edit the related account without having to navigate away from the Renewals Console. If you wish to access the account's full-page record view, simply hover over the account's name in the dashlet and click the arrow icon that appears to navigate to the record. For more information on record view dashlets, refer to the Dashboards and Dashlets documentation.

Comment Log Dashlet

The Opportunity Detail drawer also contains a Comment Log dashlet. This dashlet displays entries from the opportunity's Comment Log field with the most recent entry on top. You can quickly create new entries by typing in the open text box and then clicking "Add". For more information about comment logs including mentioning records and users, refer to the User Interface documentation.

Opportunity Timeline Dashlet

The Opportunity Timeline dashlet displays the opportunity's related emails, calls, meetings, notes, and tasks and select field updates (e.g., Assigned To) in the form of record cards. Each card in the dashlet displays key information (e.g., subject, description, guest's name) for the related record and the cards are sorted in chronological order based on the date they occur or are due (for tasks), with the most recent at the top. 

When previewing emails, any email attachments can be downloaded by clicking the attachment's name. You can also quickly create new interactions by clicking the Plus icon in the dashlet header and selecting the type of record you wish to create. Doing so will open a quick-create drawer and automatically select the current opportunity in the new record's Related To field. For more information on Timeline dashlet, refer to the Dashboards and Dashlets documentation.