Opportunities

Overview

Sugar's Opportunities module allows you to track individual sales and their line items from start to finish. Each opportunity record serves as a header for a group of revenue line items as well as relating to other important records such as quotes, contacts, etc. Each revenue line item is the prospective sale of a particular product and includes relevant sale data. Each revenue line item will typically progress through several Sales Stages until it is marked either "Closed Won" or "Closed Lost". The Opportunity record reflects the amount and expected close date of its revenue line items. Opportunities and revenue line items can be leveraged even further by using Sugar's Forecasts module to understand and predict sales trends as well as focus work to achieve sales quotas. For more information on the Forecasts module, please refer to the Forecasts documentation.

You can view opportunity information in opportunity-based dashlets such as "My Closed Opportunities". Clicking an opportunity's name or bubble from any dashlet will open the Opportunities record view while hovering on the bubble will display key details in a tooltip. For more information on using dashlets and viewing opportunity records via dashlets, please refer to the Dashboards and Dashlets documentation.

This documentation will cover information and actions specific to the Opportunities module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting calls, please refer to the Working With Sugar Modules section of this page. 

Please note that you will only be able to see opportunity records as allowed by your team membership, user access type, and assigned roles. For more information on teams and roles, please refer to the Team Management and Role Management documentation in the Administration Guide.

Note: The Opportunities module is not available for Sugar Serve users. For more information on license types and the functionality available for each type, refer to the License Types Matrix documentation.

Opportunity Fields

The Opportunities module contains a number of stock fields that come out-of-the-box with Sugar. For information on using and editing various field types, refer to the User Interface documentation. The definitions below are suggested meanings for the fields, but the fields can be leveraged differently to best meet your organization's needs. Administrators or users with developer-level role access have the ability to alter, add, or remove fields via Admin > Studio. For more information on configuring fields, please refer to the Studio documentation in the Administration Guide.

Field	Description
Account Name	The account to which the opportunity belongs.
Assigned to	The Sugar user assigned to the opportunity.
Best	Calculated as the total of Best values of all related revenue line items, the opportunity's most optimistic total amount. The amount will display in the system default currency or, if your Show Preferred Currency option is enabled on your user profile, in your preferred currency. If the record's selected currency differs, you will also see a grey box with the value displayed using the record's selected currency. For more information, please refer to the Currencies and Opportunities section of this page. Note: The Best value for related revenue line items in a sales stage of "Closed Lost" will not be included in the calculation.
Campaign	The campaign, if any, from which the opportunity originated. Note: This is an optional field as not all opportunities will have a campaign.
Comment Log	A shared log of messages, comments, or other text, including the name of the user that added the log entry and the date and time it was added. It is possible to tag other users and link to other Sugar records in Comment Log entries by inserting a clickable pill; see the User Interface documentation for more details.
Date Created	The date the opportunity record was created.
Date Modified	The date the opportunity record was last modified.
Description	A description or other information about the opportunity.
Escalated	Displayed as a red badge with the text "Escalated" beside the record name in the header and at the top of the preview, this field indicates if the record has an open escalation related to it. If the record is not escalated, the badge is not visible. This field can also be added to other views. See the Escalations page for more details on escalating records.
Expected Close Date1	Calculated as the last expected close date of all open related revenue line items. It will not include closed records in the calculation until all related revenue line items are either "Closed Won" or "Closed Lost".
Forecast1	The opportunity's commit range for forecasting (e.g., "Include", "Exclude", etc.). Note: The available values are determined by the Ranges configuration in Admin > Forecasts. For more information on configuring forecasting ranges, please refer to the Forecasts documentation in the Administration Guide.
Forecasted Likely2	Calculated as the total of Likely values for revenue line items that have a forecast value within the included range.
Integration Sync ID	The sync key field used by external integrations to identify Sugar records in the external application. See the Integrate REST API endpoints in the Developer Guide for more details on how to use this field.
Lead Source	The source (e.g., Trade Show) from which the opportunity originated.
Likely	Calculated as the total of Likely values of all related revenue line items, the opportunity's most probable total amount. The amount will display in the system default currency or, if your Show Preferred Currency option is enabled on your user profile, in your preferred currency. If the record's selected currency differs, you will also see a grey box with the value displayed using the record's selected currency. For more information, please refer to the Currencies and Opportunities section of this page. Note: The Likely value for related revenue line items in a sales stage of "Closed Lost" will not be included in the calculation.
Next Step	The succeeding stage of the opportunity's sales cycle.
Opportunity Name	The name of the opportunity.
Prediction	Displayed as a column in the Opportunities list view for Sugar Sell instances with SugarPredict enabled, this field shows the opportunity win likelihood scores for each record.
Probability (%)3	The opportunity's current likelihood of being won. Note: This value is calculated based on the selected Sales Stage and cannot be edited.
Renewal Badge2 (unlabeled)	For opportunities with open and renewable revenue line items, a badge will appear next to the opportunity's name with the date that the next renewal term begins.
Sales Stage1	The opportunity's current sales stage (e.g., Prospecting, Qualification, etc.), calculated based on the open related revenue line items. It will not include closed records in the calculation until all related revenue line items are either "Closed Won" or "Closed Lost".
Service Duration1, 2	Calculated as the longest service duration of all open related service revenue line items. It will not include closed records in the calculation until all related revenue line items are either "Closed Won" or "Closed Lost".
Service Start Date1, 2	Calculated as the earliest service start date of all open related revenue line items, available only when marked as a "Service". It will not include closed records in the calculation until all related revenue line items are either "Closed Won" or "Closed Lost".
Set Across Revenue Line Items1, 2	Available in create mode, enabling the control and cascading of values to open revenue line items.
Status2	Calculated based on the sales stages of the related revenue line items, the current status of the opportunity (e.g., New, In Progress, etc.).
Teams	The Sugar team(s) assigned to the opportunity record.
Type	The type (e.g., new business, existing business) of opportunity.
Update Open Revenue Line Items1, 2	Available in edit mode, enabling the control and cascading of values to open revenue line items.
Worst	Calculated as the total of Worst values of all related revenue line items, the opportunity's least optimistic total amount. The amount will display in the system default currency or, if your Show Preferred Currency option is enabled on your user profile, in your preferred currency. If the record's selected currency differs, you will also see a grey box with the value displayed using the record's selected currency. For more information, please refer to the Currencies and Opportunities section of this page. Note: The Worst value for related revenue line items in a sales stage of "Closed Lost" will not be included in the calculation.

¹ For more information on these fields, please review the Cascading Values on Opportunity section of this page.
² These fields are available if your instance is configured to use opportunities with revenue line items.
³ These fields are available if your instance is configured to use opportunities without revenue line items.

Sales Stages

A sales stage identifies the current stage (e.g., Prospecting, Qualification, etc.) that the opportunity is in during the sales cycle. For instances without revenue line items, when you select a sales stage in the opportunity record, the system automatically populates the corresponding probability value (e.g., 10, 20, etc.) in the Probability (%) field. These probability values are a useful tool as it helps calculate and predict your sales forecast for a specified time period. For more information on the Forecasts module, please refer to the Forecasts documentation. Administrators have the ability to configure the sales stage and probability values for each sales stage via Admin > Dropdown Editor. For more information, please refer to the Adding Custom Sales Stages and Probabilities to Opportunities article.

If your Sugar instance is configured to use Opportunities with Revenue Line Items, it is possible to automatically generate purchases and purchased line items records from your "Closed Won" opportunities and revenue line items. For more information, refer to the Purchases, Purchased Line Items, and Opportunities section of this guide.

Please note that the below values are only guidelines for defining your sales stage and you can skip one or more stages based on your organization's needs.

Opportunities Tile View

Tile View allows users to visualize and engage with their opportunities in an intuitive drag-and-drop interface. Users can drag a tile from one column to another to change its status or change the expected close date from one month to the next.

To access Tile View, navigate to the Opportunities list view and click on the Tile View icon next to the search bar:

When using Tile View for the Opportunities module, you can toggle between two group-by options: Opportunities by Time and the group-by option configured by your administrator. By default, the second grouping is Opportunities by Sales Stage, but your admin may have configured a different grouping such as Opportunities by Lead Source:

For more information on using the Tile View, refer to the User Interface documentation. For information on configuring Tile View layouts and groupings, refer to the Tile View Settings documentation in the Administration Guide.

Tile View With Revenue Line Items

Instances that leverage the Revenue Line Items module will enjoy added benefits when using Tile View. Instead of updating the sales stage and expected close dates in each revenue line item in an opportunity one-by-one, users can update all of an opportunity's revenue line items at once; Dragging an opportunity from one column to another will update all of the opportunity's open revenue line items in one quick action.

When interacting with Opportunities Tile View in an instance using revenue line items, keep in mind the following rules:

• When an opportunity has more than one revenue line item and those line items have different sales stages, the opportunity will show up in the column associated with the latest (right-most) sequential sales stage that is not Closed Won or Closed Lost.
• Opportunities with all line items in the Closed Lost stage will appear in the Closed Lost column.
• Opportunities with all line items in either closed stage and at least one of them are Closed Won will appear in the Closed Won column.
• Moving an opportunity from one sales stage to another in Tile View will update all open revenue line items in the opportunity to the new sales stage.
• Moving an opportunity from one month to another in Tile View will update the expected close dates for all of its open revenue line items to the last day of the month that it is moved to.

SugarPredict

Product Catalog Quick Picks Dashlet

The Product Catalog Quick Picks dashlet, which can be added to the Opportunities record view intelligence pane, provides easy access to products that you marked as favorites via the Product Catalog dashlet. Please note that you can also mark products as favorites via the Product Catalog dashlet or the Product Catalog Quick Picks dashlet in the Quotes module. If the Product Catalog Quick Picks dashlet is not displayed in the intelligence pane, you can add the dashlet by editing the dashboard. For more information on adding dashlets, refer to the Dashboards and Dashlets documentation. Once you mark a product as a favorite, it will appear in the dashlet in alphabetical order. By default, the dashlet displays 8 products per page, and you can use the arrows and page numbers to view additional favorited products. If you wish to view the record details of the product, simply hover over the product's name in the dashlet and click the preview icon.

Note: Only products with a status of "Active" are displayed in the Product Catalog Quick Picks dashlet.

Revenue Line Items and Opportunities

When creating a new opportunity, you will be required to also create at least one revenue line item. This is because the opportunity serves as a header for a set of revenue line items, and the opportunity's amount and probability fields are roll-ups of this revenue line item data. For more information about revenue line items, please refer to the Revenue Line Items documentation.

Please note that the related revenue line item(s) in the subpanel determine the value for certain Opportunity fields (e.g., Status, Expected Close Date, Likely, etc.). The opportunity's Status field will be "New" until a revenue line item is added. It will then remain "In Progress" until all of the related revenue line items are closed. If all related revenue line items are "Closed Won", then the parent opportunity will also be marked "Closed Won". If all related revenue line items are "Closed Lost", then the opportunity will also be marked "Closed Lost". The opportunity's Expected Close Date field will automatically reflect the latest close date of its open related revenue line items. Throughout the opportunity's life cycle, the opportunity's amount fields (Likely, Best, Worst) will be automatically populated as the total of the corresponding fields on its related revenue line items.

Note: The Expected Close Date, Sales Stage, and Service Start Date fields will not include values from closed revenue line items until all are either "Closed Won" or "Closed Lost".

Cascading Values on Opportunity

Five fields on the opportunity record have the ability to push values to the related revenue line item records' corresponding fields: Forecast Stage, Expected Close Date, Sales Stage, Service Start Date, and Service Duration. Below each of these fields is a checkbox field labeled "Set Across Revenue Line Items" when creating a new opportunity or "Update Open Revenue Line Items" when editing an existing opportunity. 

New Opportunity Records

When creating a new opportunity record, if a Set Across Revenue Line Items checkbox field is enabled, the corresponding field in the eligible revenue line items will adopt the value set on the opportunity. Because you are setting the values from the opportunity, the revenue line item fields will be disabled. In order to change the fields at the revenue line item level, the Set Across Revenue Line Items checkbox must be disabled. In this case, the opportunity field is calculated from the revenue line items according to the criteria outlined in the cascading rules section. You can enable the checkboxes for the Service Start Date and Service Duration fields prior to entering revenue line items. If no eligible service line items exist when you save the record, you will receive a notification. After clicking "Confirm" the values will be cleared out of those two opportunity fields.

Existing Opportunity Records

When editing an existing opportunity, if an Update Open Revenue Line Items checkbox field is enabled, the corresponding field in the open and eligible revenue line items will adopt the values set on the opportunity. If the Update Open Revenue Line Items checkbox fields are disabled, you can set the fields individually on the revenue line items and the opportunity fields are calculated according to the criteria outlined in the cascading rules section. Please note that the ability to cascade values from the opportunity to revenue line items is also available when editing the record via the opportunities list view, subpanel, preview view, and record view as well as during lead conversion.

Cascading Rules

The following table explains what behavior to expect when viewing or editing the opportunity cascade fields, which values will cascade up to the opportunity, and under what circumstances. For example, the first row of the table is interpreted as: When viewing the opportunity's Expected Close Date field, if all revenue line items are closed and at least one is "Closed Won", then the field will be read-only and the field's value will be set as the latest date of the "Closed Won" revenue line item(s).

¹ A revenue line item's Duration field may be uneditable if its related product catalog record has the Lock Duration field enabled or it is a coterminous add-on.

Services and Renewable Revenue Line Items

Opportunities can have line items that represent services or subscriptions that may be sold with a defined start and end date and that may be renewed on a regular basis. When these fields are used in Sugar Sell, the renewable services will get automatically added to the future pipeline as they are sold and can be tracked via the Renewals Console.

Note: You must use Sugar Sell with revenue line items enabled to take advantage of pipeline renewal automation functionality.

To designate a revenue line item as a service, simply place a checkmark in the Service field. This can be configured for product records in the Product Catalog module or one-off on the revenue line item, as shown here:

If no product catalog record is selected, and the revenue line item is marked as a service, the Service Duration, Service Start Date, and Renewable fields will become editable. If a product is selected from the Product Catalog, the Service and Service Duration field values will automatically populate from the related product record. Additionally, if the Lock Duration field is checked on the related product catalog record, the Service Duration field cannot be modified on the revenue line item record. The Service End Date will automatically calculate based on the values in the Service Duration and Service Start Date fields. For more information on creating and managing records in the Product Catalog, please refer to the Product Catalog documentation in the Application Guide.

As mentioned above, once a product or line item is set as a "Service", the "Renewable" field becomes an additional option. For Sugar Sell, placing a checkmark in the Renewable field will tell Sugar to enable pipeline automation for the parent opportunity. With pipeline automation, Sugar Sell will automatically create a new opportunity for you when the parent opportunity changes to the Closed Won status. Keep in mind that a new opportunity will only be created when the opportunity contains a revenue line item that meets the following criteria:

• Service = Yes
• Renewable = Yes
• Sales Stage = Closed Won

Note: To be identified as "renewable" by Sugar Sell's pipeline automation engine, the user who closes an opportunity with renewable line items must be a Sugar Sell user or else the pipeline automation will not initiate.

On the new opportunity, the Expected Close Date, Service Start Date, Service Duration, and Service End Date will roll over to succeed the dates from the originating revenue line item. For example, when an opportunity is won for one year of renewable service that starts on January 1, 2020, a new opportunity will be created by Sugar Sell to track the renewable service that will start on January 1, 2021. If the renewal revenue line item is related to a product catalog record, the Currency, List Price, Cost Price, and Unit Price is inherited from the product catalog record, and not from the closed won revenue line item. This automation ensures that the renewal pipeline is constantly updated as you close business, saving you the time it takes to manually create opportunities for renewals. Your closed and upcoming renewals can then be tracked via Sugar Sell's Renewals Console.

Note: For Sugar Sell users, the Renewal Revenue Line Item field, representing a *:1 relationship to Revenue Line Items and not on the layout by default, will automatically populate with the renewal revenue line item record. 

Coterminous Add-Ons

To further build upon the idea and functionality of automatic renewal generation, Sugar Sell supports the addition of renewable service line items to existing business (e.g., subscriptions or service contracts). When an account has an existing purchase and a future renewal opportunity, additional revenue line item records can be related to the purchased line item. When the newly created revenue line item and its parent opportunity are "Closed Won", the revenue line item on the renewal opportunity will be updated accordingly. For example, an account has already purchased five licenses of a three year, renewable service and they later decide to add five additional licenses. When a renewal opportunity and revenue line item exists already, that revenue line item will be updated to a quantity of ten and any monetary values updated accordingly. For more information and steps to complete, refer to the Coterminous Add-Ons section of the Purchases and Purchased Line Items documentation.

Revenue Line Items Subpanel

The Revenue Line Items subpanel contains all line items which make up this opportunity. Every opportunity must have one or more related revenue line items, and each revenue line item must belong to an opportunity. Because of this, there is no "Unlink" option in the Record Actions Menu to the right of each row. A quote can be generated from one or more of an opportunity's revenue line items from this subpanel. For more information, please refer to the Generating Quotes From Revenue Line Items section of this page.

While the Revenue Line Items subpanel appears to be a typical subpanel on existing opportunities, it behaves uniquely when creating new opportunities, as explained in the following section, Creating Opportunities With Revenue Line Items.

Creating Opportunities With Revenue Line Items

When creating an opportunity, you can create one or more revenue line items in the subpanel that appears beneath the opportunity:

The Revenue Line Items subpanel allows the following operations when creating a new opportunity:

• Scroll horizontally within the subpanel to view all available revenue line item fields.
• To add additional line items to the opportunity, click the Plus button to the right of the row. The current Revenue Line Item row will be validated when adding a new row to ensure that all required fields and data are entered properly.
• To remove any revenue line items from the opportunity, simply click the Minus button to the right of the row. Please note that you cannot remove the topmost revenue line item as at least one related revenue line item is required for the opportunity to save. Instead, simply edit the row to contain the correct details.

Note: Users can add revenue line items based on a product catalog item using their preferred currency (e.g., Euro) instead of the product catalog item's currency by enabling the Create Revenue Line Items in Preferred Currency option in their user profile. 

After the opportunity is saved, the revenue line item(s) will appear in the Revenue Line Items subpanel in the opportunity's record view.

Product Catalog Dashlet

The Product Catalog dashlet provides users with a simple way to access the Product Catalog directly from the opportunity record and instantly add active products from the catalog as revenue line items. The Product Catalog dashlet is located next to the opportunity when creating a new opportunity and also on the Opportunities Record Dashboard on an opportunity's record view.

The following sections explain the various features and components of the Product Catalog dashlet. For detailed steps on creating revenue line items via the Product Catalog dashlet, please refer to the Creating Revenue Line Items via Product Catalog Dashlet section of this page.

Note: The Product Catalog records must be created before users can select products when adding line items. The Product Catalog, Product Categories, Product Types, and Manufacturers modules are accessible by all users. For more information on adding and modifying products in the product catalog, please refer to the Product Catalog documentation. When you select an item from the Product Catalog dashlet, the line item's tax class, cost, and manufacturer information will be pre-filled by values set by your administrator and therefore cannot be edited.

Viewing Products and Categories via Dashlet

In the Product Catalog dashlet, product categories are represented as folders and are organized to reflect the structure of the customer's category hierarchy. Users can search for products and categories and click on individual folders to reveal the products contained in each category. To close an expanded category folder, click on the open-folder icon.

Note: Only products with a status of "Active" are displayed in the Product Catalog dashlet.

Simply click on a card icon or product name to instantly add the product to the opportunity. The new line item will be pre-populated with values specific to the product and can be edited for quantity, discount, or unit price prior to saving. For more information, please refer to the Creating Revenue Line Items via Product Catalog Dashlet section of this page. 

Searching for Products and Categories via Dashlet

Users can also search for products with an active status using the Search field on the Product Catalog dashlet. Upon entering a search term, a list of matching product categories and matching products will be shown in the dashlet. If the user clicks on a category (e.g., a folder) in the list of search results, all products in the category are loaded, not only the products that match the search terms.

Previewing Products via Dashlet

Click on the Preview icon to the right of a product name to view the complete details of its Product Catalog record:

Note: You can click on the card icon or product name to add it as a revenue line item without reviewing the product.

After clicking the icon, the record's detail view opens. Click the "Add" button to add it to the opportunity as a revenue line item. To close the Product Catalog record's details without adding the product as a line item, click the "Cancel" button.

Favoriting Products via Dashlet

For products in the product catalog that you use often and would like easier access to, you can mark the product as a favorite when viewing the details of the record. Simply click the star icon to the right of the product's name in the upper left of the record view to designate it as a favorite. If you wish to remove the product as a favorite, click the star again to revert it to white. To close the product catalog record's details, simply click the Cancel button. After a product is marked as a favorite, it will appear under the Favorites tab of the Product Catalog Quick Picks dashlet.

Creating Revenue Line Items via Product Catalog Dashlet

If you need to add a line item for a product that is in the Product Catalog, you can easily find and select the products with a status of "Active" directly from the Product Catalog dashlet, which is located next to the opportunity record when creating a new opportunity and also on the Opportunities Record Dashboard from an opportunity's record view. For more information on searching for products and interacting with the dashlet, please refer to the appropriate Product Catalog Dashlet subsections on this page.

Note: The Product Catalog records must be created before users can select products when adding line items. The Product Catalog, Product Categories, Product Types, and Manufacturers modules are accessible by all users. For more information on adding and modifying products in the product catalog, please refer to the Product Catalog documentation. When you select an item from the Product Catalog dashlet, the line item's tax class, cost, and manufacturer information will be pre-filled by values set by your administrator and therefore cannot be edited.

Use the following steps to add a revenue line item to a new or existing opportunity using the Product Catalog dashlet:
Note: You can follow the same steps below to add a line item using the Product Catalog Quick Picks dashlet.

1. Create a new opportunity record via any of the various creation methods explained in the User Interface documentation or navigate to a previously saved opportunity. For this example, we will select "Create Opportunity" from the Opportunity module's tab menu.
   • To view and use the Product Catalog dashlet with existing opportunity records, simply expand the opportunity's record-view dashboard (if needed) by clicking on the double-arrow icon next to the record's Edit button and then select the Opportunities Record Dashboard or any other dashboard that has been configured to display the Product Catalog dashlet.
2. On the Create screen, enter the general opportunity information in the form's fields.
3. The Product Catalog dashlet will be displayed to the right of the opportunity. When you are ready to add a new revenue line item, click on any card icon or product name in the dashlet to add it as an editable revenue line item. 
   Note: Users can add revenue line items based on a product catalog item using their preferred currency (e.g., Euro) instead of the product catalog item's currency by enabling the Create Revenue Line Items in Preferred Currency option in their user profile.
   
   For more information on searching for and adding products as line items, please refer to the appropriate Product Catalog Dashlet subsections of this page.
   • For previously saved opportunities, clicking a product card icon or name will reveal a quick-create revenue line item record populated with the product's part number and unit price, which are copied from the Product Catalog. 
4. Use the scroll bar to view all of the line item's available fields. Modify the Quantity field if the default value of "1" is not correct. Please note that users may enter line items with a quantity of zero to denote optional products, previously-paid items, or to handle other situations. Rows with zero quantity will not affect the value of the opportunity.
   
5. Click "Save" to save the opportunity and revenue line items together or, for existing opportunities, to add the line item to the Revenue Line Items subpanel.

Product Catalog Quick Picks Dashlet

The Product Catalog Quick Picks dashlet provides easy access to product catalog records with a status of "Active" that you recently used or marked as favorites. The dashlet consists of two tabs (Recently Used, Favorites) and is located to the right of the page when creating a new opportunity, as well as in the Opportunities record view intelligence pane. If the dashlet is not displayed in the intelligence pane, you can add the dashlet by editing the dashboard. For more information on adding dashlets, refer to the Dashboards and Dashlets documentation. The Recently Used tab allows you to see a list of active products from the product catalog that you most recently added to an opportunity as a revenue line item. While the Favorites tab displays a list of active products that you have marked as favorites. For more information on marking products as favorites, refer to the Favoriting Products via Dashlet section of this page. 

You can select products directly from the Product Catalog dashlet or the Product Catalog Quick Picks dashlet to instantly add it as a revenue line item to an opportunity. For more information on adding revenue line items to new or existing opportunities using the Product Catalog dashlet, refer to the Creating Revenue Line Items via Product Catalog Dashlet section of this page. Please note that you can follow the same steps to add revenue line items using the Product Catalog Quick Picks dashlet. Once the product is added as a revenue line item, you can refresh the page and it will appear under the Recently Used tab of the Product Catalog Quick Picks dashlet. The dashlet will display up to 10 products that you most recently used across opportunity records.

Previewing Products via Dashlet

If you wish to view the record details of the product prior to adding it as a revenue line item, you can hover over the product's name in the dashlet and click the preview icon. This will open the product catalog's record view.

Click the Add button on the record view to add the product as a revenue line item or click "Cancel" to close the product catalog's record view without adding the product. Please note that you can also add the product as a revenue line item without viewing the record by clicking the card icon or the product name directly from the Product Catalog Quick Picks dashlet.

Favoriting Products via Dashlet

In addition to favoriting a product when viewing the details of the record via the Product Catalog dashlet, you can also mark a product listed in the Product Catalog Quick Picks dashlet as a favorite. Simply hover over the desired product's name (e.g., 3 Year Service) under the Recently Used tab and click the preview icon to access the product catalog record.

Click the star icon to the right of the product's name in the upper left of the record view to designate it as a favorite. If you wish to remove the product as a favorite, click the star again to revert it to white. To close the product catalog record's details, simply click the Cancel button.

After a product is marked as a favorite, it will appear under the Favorites tab in alphabetical order. By default, the dashlet displays 8 products per page, and you can click the left and right arrow buttons to view the next or previous list of favorited products. You can also click the card icon or the product name under the tab to add it as a revenue line item to new or existing opportunities. Simply follow the steps covered in the Creating Revenue Line Items via Product Catalog Dashlet section of this page using the Product Catalog Quick Picks dashlet.
 

Importing Opportunities

The import function allows you to push multiple opportunity records into Sugar using a .csv file instead of creating them one-by-one. When an opportunity is imported into Sugar, at least one revenue line item must also be imported and related to the opportunity in order to populate the amounts (e.g., best, likely, etc.), Expected Close Date, Sales Stage, Service Start Date, and Service Duration fields on the opportunity record. When you are importing opportunity and revenue line items, please be sure to import your opportunities first, followed by your revenue line items. Each revenue line item row must include its parent opportunity's ID as well as values for its amount fields (i.e., Best, Likely, Worst). For more information on importing, please refer to the Import documentation.

Quotes and Opportunities

Quotes and opportunities both track sales throughout their lifecycle, but the two modules serve different purposes. Quotes allow you to communicate the details of a sale with customers while opportunities allow you to forecast potential sales and the possible ranges of their dollar amounts. To aid in using both modules, Sugar allows you to generate an opportunity from a quote as well as to generate a quote from a set of revenue line items.

Generating Opportunities From Quotes

To generate an opportunity including its set of revenue line items from a quote, choose "Create Opportunity from Quote" from the quote record's Actions menu.

Note: Quotes that are already "Converted" (as indicated by the badge adjacent to the quote's name in the example pictured here) cannot be re-converted into an opportunity. The "Create Opportunity from Quote" menu option will be grayed out when the quote's badge is Converted.

After selecting the Create Opportunity from Quote option, you will be navigated to the newly created and saved opportunity, which will be pre-populated with the original quote's values in the Name, Account Name, Expected Close Date, Best, Likely, and Worst fields. In addition, the opportunity's Type will default to "New Business" and the Status to "In Progress".

The quoted line items related to the original quote will be copied to the new opportunity as revenue line items. By default, the Sales Stage values for the revenue line items are set to "Proposal/Price Quote", the Probability to "65%", and the Type to "New Business".

Because the probability defaults to 65%, the revenue line items will, by default, have a Forecast field value of "Exclude," meaning they will not be included in forecasts. You can edit the revenue line items and the opportunity record to modify any of these values as needed. The originating quote will be related to the new opportunity and can be found in the Quotes subpanel on the opportunity's record view.

For more information on creating an opportunity from a quote, please refer to the Creating Opportunities from Quotes section of the Quotes documentation.

To generate an opportunity from a quote, choose "Create Opportunity from Quote" from the quote record's Actions menu.

Note: Quotes that are already "Converted" (as indicated by the badge adjacent to the quote's name in the example pictured here) cannot be re-converted into an opportunity. The "Create Opportunity from Quote" menu option will be grayed out when the quote's badge is Converted.

After selecting the Create Opportunity from Quote option, you will be navigated to the newly created and saved opportunity, which will be pre-populated with the original quote's values in the Name, Account Name, Expected Close Date, Best, Likely, and Worst fields. In addition, the opportunity's Type will default to "New Business" and the Status to "In Progress". You can edit the opportunity record to modify any of these values as needed. The originating quote will be related to the new opportunity and can be found in the Quotes subpanel on the opportunity's record view.

For more information on creating an opportunity from a quote, please refer to the Creating Opportunities from Quotes section of the Quotes documentation.

Generating Quotes From Revenue Line Items

Quotes may be generated from one or more of an opportunity's revenue line items via the Opportunities record view's Revenue Line Items subpanel.

Use the following steps to generate a quote from an opportunity's Revenue Line Items subpanel:

1. Navigate to the Revenue Line Item subpanel on an opportunity's record view.
2. Select the revenue line items you wish to include on a quote.
3. Choose "Generate Quote" from the subpanel's Actions menu.
   
4. The new quote is opened in record view to allow additional changes. Make any necessary changes to the quote's fields then click "Save" to finalize the new quote record.

The quote record is automatically generated with a quoted line item record for each revenue line item record. For more information, please refer to the Quotes and Quoted Line Items documentation.

Purchases, Purchased Line Items, and Opportunities

While opportunities and revenue line items represent the historical data captured during the sales cycle, the purchases and purchased line items represent the products or services your company has successfully sold to your accounts. When opportunities, and their related revenue line items, reach the "Closed Won" stage of the sales cycle, related purchase and purchased line item records can be automatically generated and updated. For more information on how these modules work together, refer to the Purchases and Purchased Line Items page.

Emails and Opportunities

Opportunities may be related to emails by being selected in the email's Related To field. These relationships allow the opportunity to display all relevant email correspondence in the Emails subpanel and History dashlet on an opportunity's record view. An opportunity's Emails subpanel and History dashlet may also display emails belonging to the contacts related to the opportunity. 

Emails Subpanel

The Emails subpanel in the Opportunities module displays emails that are associated with the opportunity record in a variety of ways:

• Related to the opportunity: If the opportunity is selected in the email's Related To field, the email and opportunity are explicitly related, and the email will appear in the opportunity's Emails subpanel and History dashlet. Instructions for using this flex relate field are available in the Emails documentation.
• Related to the opportunity's related contacts: If the email is related, either explicitly or implicitly, to a contact record that is related to the opportunity, the email will appear in the opportunity's Emails subpanel and History dashlet.
  • Note: Administrators can enable or disable an opportunity from displaying related contact's emails via Admin > Related Contacts Emails. For more information, please refer to the Email documentation in the Administration Guide.

The Emails subpanel allows the following functions to be performed:

• Email Details: To view the details of an email, click the subject to open it in detail view.
• Record Count: Subpanel headers display the total count of related records (e.g., "5 of 6+") next to the module name. The count captures the number of records currently displayed with an additional, hyperlinked number (e.g., "6+") where there are more records than currently displayed. Click the hyperlinked number to see the total count of related records.
• Collapse or Expand: Click anywhere in the subpanel's header to collapse or expand it. Subpanels will remain collapsed or expanded on future visits to the module.
  • Note: Administrators can choose to disable collapse stickiness or to collapse all subpanels by default via Admin > System Settings. For more information, please refer to the System documentation in the Administration Guide.
• Column Widths: Place your cursor on the column divider. When the double arrow cursor appears, click and drag the column to the desired size. Please note that the column width will not be preserved when you navigate away from the page.
• Column Sort: Click a column header to sort the subpanel's items by that value. Clicking the same header again will reverse the sorting order (e.g., from ascending to descending).
• Compose a New Email: Click the Plus button on the upper right of a subpanel to create a new email with, by default, a relationship to the opportunity you are currently viewing. The email will automatically select the opportunity in the Related To field. 
  • Note: To send email from Sugar, users must configure their outbound email server via Emails > Email Settings or, if using the system email account to send email, the system's outbound email server must be configured by an administrator in Admin > System Email Settings.
  • Note: Because creating a new related record opens a drawer on top of the current record view, you should use the Cancel button to return to record view. Using the browser's back button will return you to the previous page.
• More Records: By default, Sugar displays up to five records in each subpanel, though administrators can alter the number via Admin > System Settings as described in the System documentation of the Administration Guide. If additional related records exist, click "More {Module Name}..." (e.g., "More emails...") at the bottom of the subpanel to load the next set of records.

Leads and Opportunities

Once a lead has been evaluated and qualified, it can be converted into an opportunity in addition to a contact and account. Depending on how your administrator has configured the Lead Conversion layout, it may be possible or even required to create an opportunity or relate to an existing opportunity during lead conversion. For more information on opportunities and lead conversion, please refer to the Leads documentation.

Creating via Lead Conversion

Sugar enables you to create a new opportunity record during the lead conversion process. For more information about lead conversion, please refer to the Leads documentation.

Use the following steps to create an opportunity during lead conversion:

1. Navigate to a Leads record view.
2. Select "Convert" from the Actions menu or click the Unconverted button to initiate the lead conversion process.
   • Note: Sugar will automatically perform a duplicate check for the modules (e.g., Contacts) on the Convert Lead page.
   
3. If there are no duplicate records found for the required modules (Contacts, Accounts) in lead conversion, the new records will be automatically marked for creation on the Convert Lead page and associated to the lead. The panel will be collapsed as well, but you can click the header to open the panel and view the record's details.
   • Note: If there are duplicate records detected for a module, you can either select an existing record or create a new record. For more information, please refer to the Leads documentation.
4. Once the Contact and Account panels are completed, you can proceed to the Opportunity panel to create an opportunity record.
5. Enter the relevant information on the displayed record view then click "Create Opportunity". Please note that some opportunity fields will not be editable as they are based on the revenue line item you entered.
   • Note: Some opportunity fields (e.g., Expected Close Date, etc.) will not be editable as they are based on the related revenue line item(s).
   
6. Once all the appropriate panels are complete, click "Save and Convert" to convert the lead. 

Once the lead has been converted successfully, the lead's record view will display the Converted badge in the header and show the converted contact, account, and opportunity below the record's detail. You can click the Preview icon to the far right of each record's row to view the details of the converted opportunity and other records.

Forecasts and Opportunities

Sugar's Forecasts module incorporates opportunity records to build forecasting worksheets and predict sales. Forecasts are based on the monetary value of the opportunities in Sugar. Users can work towards sales quotas at the individual, team, and sales organization level. Before users can access the Forecasts module to begin building forecasting worksheets, a user with administrator access must configure the Forecasts module with the organization's desired Time Periods, Ranges, and Scenarios. For more information on setting up the Forecasts module, please refer to the Forecast Configuration documentation in the Administration Guide.

Based on the chosen filters (include, exclude, etc.), you will see all or some of your assigned opportunities for the currently selected time period. The Forecast column displays an automatic category indicating whether or not the opportunity's amounts are included in the totals for the specified time period. You can work directly with your opportunity records by inline editing their probabilities and amounts from the Forecasts module or by clicking the Name field to open a record in record view where you can make additional edits. You can also view an opportunity's details directly from the forecast worksheet by clicking the Preview icon to the far right of each row. For more information on editing and managing forecasts, please refer to the Forecasts documentation.

Contacts and Opportunities

Each opportunity can relate to one or more contacts that are displayed in a subpanel on the Opportunities record view. The Contacts subpanel allows users to select an opportunity-specific role (e.g., Primary Decision Maker, Business Evaluator, etc.) for each related contact to help you classify how each individual will ultimately factor into the buying decision for the current opportunity.

To select a role, simply choose "Edit" from the Actions menu on the far right of the record's row in the Contacts subpanel. The record's row will open up within the subpanel allowing you to edit the individual fields. Select the appropriate role for the contact then click "Save".

The selected role will be displayed adjacent to the contact for only the current opportunity.

Currencies and Opportunities

Sugar allows your organization to perform business around the world by supporting multiple currencies. Administrators must first add desired currencies and exchange rates to Sugar via Admin > Currencies. They also have the ability to set the instance's default currency via Admin > Locale. This is typically the currency of the country where the majority of business is conducted. For more information, please refer to the System documentation in the Administration Guide.

Users can specify their own preferred currency in their user profiles. If they choose to also enable the Show Preferred Currency option in their profiles, currency fields throughout Sugar will display in their chosen currency. For more information, please refer to the Getting Started documentation. Finally, each opportunity record has a Currency field where you will specify the currency being used for this particular business transaction. 

Filtering on Currency Fields

Currency fields are filtered according to the record's set currency rather than being standardized to the user's preferred or system default currency. In the list view, filtering opportunities by a currency field allows you to specify the filter's currency. Only records matching both the chosen currency and amount range will be returned. For example, if you filter based on a Likely value that equals 500 in US Dollars, then the search result will return all opportunities with a Likely value of $500 but will exclude values of €500 or other currency values which are equivalent to $500. 

Note: By contrast, when filtering values in the Reports module, any record matching the specified amount or range will be returned regardless of the record's currency. For example, if one revenue line item's Likely value is $500 in US Dollars and another's is €500 in Euros, filtering a report for a Likely value of exactly 500 will return both records in the report.

Updating Currency Rates

When saving an opportunity in a currency that differs from the system-defined default currency, Sugar will store the conversion rate for that currency at the record level. This conversion rate is used to calculate the converted Likely, Best, and Worst amounts when the field is set to use the system default currency (as opposed to the user's preferred currency which is explained below). To keep amounts historically accurate, the conversion rate will only update on an opportunity provided the sales stage is not set to "Closed Won" or "Closed Lost". If the opportunity is in any other sales stage, the conversion rate will update under the following scenarios:

• The opportunity undergoes a save event (e.g., mass update, manual save, etc.) and the record's currency has a different conversion rate defined in Admin > Currencies than is currently saved in the opportunity.
• An administrator updates the currency exchange rate under Admin > Currencies. This will trigger a scheduled job that updates all opportunities saved with that currency to the new rate.

When the viewing user's profile has the Show Preferred Currency option selected, the converted Likely, Best, and Worst amounts display in the user's preferred currency. In this case, the conversion rate used to calculate the converted amounts is drawn directly from the conversion rate at the system level rather than any conversion rate stored on the record. This means that the value will always use the current conversion rate regardless of the opportunity's sales stage. For this reason, the converted amount fields should not be considered historically accurate for closed opportunities when it is using the user's preferred currency. For information about setting a user's Preferred Currency and Show Preferred Currency options, please refer to the Getting Started documentation.

For more information about currency exchange rates, please refer to the System documentation in the Administration Guide.

Escalations and Opportunities

The Escalations module is used to track the escalation of a specific record, such as an opportunity. Use the Escalate option in the opportunity's record view Actions menu to create an escalation for the opportunity. As long as the opportunity has at least one open escalation, the Escalated field is displayed as a red badge with the text "Escalated" at the top of record view and the preview. It can also be displayed in the Record View dashlet and list view.

Escalating an opportunity adds the opportunity's account to the Accounts subpanel on the escalation automatically when the escalation is saved, which means that that escalation will also appear in the account's Other Related Escalations subpanel automatically. Note that if the escalation is then updated to target a different record with a related account, the new account is added but the previous account is not removed. See the Escalations page for more details on how escalations work.

Working With Sugar Modules

The Opportunities module uses Sugar's Sidecar user interface. The following sections detail menus, views, and actions common to Sidecar modules and contain links to additional information within the page or links to the User Interface documentation.

Opportunity Menus

The Opportunities 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, for Opportunities-specific functionality, within this page.

Module Tab Menu

The Opportunities module tab is typically located on the navigation bar at the top of any Sugar screen. Click the tab to access the Opportunities list view. You may also click the triangle in the Opportunities tab to display the Actions, Recently Viewed, and Favorites menus. The Actions menu allows you to perform important operations within the module. The Recently Viewed menu displays the list of opportunities you most recently viewed. The Favorites menu displays the list of opportunities you most recently marked as favorites.

The module tab's Actions menu allows you to perform the following operations:

For more information on module tab menus including reasons a module may not be included in the menu, see the User Interface documentation.

List View Menus

The Opportunities list view displays all opportunity records and allows for searching and filtering to locate specific opportunities. You can view the basic details of each record within the field columns of the list view or click an opportunity'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 opportunity records or click the checkbox in the list header to select all records displayed in the current set of list view results.

The Mass Actions menu allows you to perform the following operations:

List View Record Actions Menu

The Record Actions menu to the far right of each record's row allows you to perform actions on the individual opportunity directly from the list view.

The list view's Record Actions menu allows you to perform the following operations:

Record View Actions Menu

The Opportunities record view displays a single opportunity in full detail including its fields, subpanels of related records, and activity stream. To access an opportunity's record view, simply click a hyperlinked opportunity name from anywhere within Sugar. 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:

Common Views and Actions

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.