Accounts

When an escalation is created for an account, case, or opportunity, the related account (i.e., the value of the account's Member Of field or the case or opportunity's Account Name field) is added to the Accounts subpanel on the escalation automatically when the escalation is saved. This 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.

Accounts include an email address that can be used to email the account as a recipient. The methods for doing so are covered in the Emailing Records section of the User Interface documentation. Accounts may also be recipients of campaigns that allow you to send email messages to a large group of recipients as well as to track the results of that message. Please refer to the Campaigns and Accounts section of this page for more information. In addition to being a recipient or sender of an email, accounts may be related to emails by being selected in the email's Related To field. These relationships allow the account to display all relevant email correspondence in the Emails subpanel and History dashlet on an account's record view. An account's Emails subpanel and History dashlet may also display emails belonging to the contacts related to the account.

Campaigns and Accounts

Sugar's Campaigns module can be used to send mass emails or a series of newsletter emails to Sugar accounts, contacts, leads, and targets. The results of each campaign are recorded to measure its impact. Accounts are not related directly to campaigns. Rather, each campaign is related to several target list records, and each target list is related to accounts and other recipients. To send a campaign email to an account, the account should belong to a default-type target list associated with the campaign. To prevent an account from receiving emails from a campaign, the account should belong to the campaign's suppression list-type target list. Once a campaign is sent, the results specific to a particular account will appear in the Campaign Log Subpanel on the account's record view as described in the Campaign Log Subpanel section of this page.

Accounts can be added to target lists via the target list record itself or from the Accounts list view as described below. For instructions on other available methods of adding to target lists, please refer to the Target Lists documentation.

Adding to a Target List via Accounts List View

A target list consists of a group of individuals or organizations you wish to be included in or excluded from a mass marketing campaign. These targets are typically identified based on a set of predetermined criteria such as being a prospect or existing customer, age group, industry, etc. There are various ways to add accounts to a target list in Sugar including using the Add To Target List option from the Account list view's Mass Actions Menu. For more information on target lists and other methods of adding accounts, please refer to the Target Lists documentation.

You can use the Select All feature in the list view when adding to a target list, which will allow you to easily select the first 1000 records in the result set. If you wish to add more than 1000 records or add a specific group of records to the target list, please use the filter option in the list view search to perform the additions in smaller batches. 

Use the following steps to add accounts to a target list via the Accounts list view:

• Navigate to the Accounts list view by clicking the Accounts module tab.
• Use the List View Search to find the Account records you wish to add to a target list.
• Select the desired account records then choose "Add to Target List" from the Mass Actions menu.
  
• Below the search bar, locate and select the desired target list in the dropdown list or click "Create new target list" to add the accounts to a new target list. Click "Update" to add the record(s) to the target list.
  

In order to view the accounts that have been added, you can navigate to the Target Lists module. Click the target list's name to open the record view, and you will see the account records within the Accounts subpanel.

Campaign Log Subpanel

The Campaign Log subpanel contains historical information regarding an account's interaction with all Sugar campaigns. When a mass marketing campaign is sent to an account (or manually marked as sent in the case of non-email campaigns), the related campaign activity information will appear within the Campaign Log subpanel on the account's record view. This information mirrors the "View Status" page available from within each individual campaign and shows activities such as when a campaign was sent, when the recipient viewed the campaign message, when the recipient clicked a tracked link within the campaign, etc. Since this subpanel contains historical campaign interactions for the account, it cannot be used to associate an account with a campaign or otherwise manage a campaign or target list. For more information on associating an account with a campaign, please refer to the Adding to a Target List via Accounts List View section of this page. For more information on campaigns, please refer to the Campaigns documentation.

For more information on working with subpanels, please refer to the User Interface documentation.

Leads and Accounts

Once a lead has been evaluated and qualified, it can be converted into an account in addition to a contact and opportunity. Please note that Sugar automatically checks for any duplicate records in the system when converting the lead. The Convert Lead page will display any records that are detected as duplicates in a list view within the module panels (e.g., Account). You can either select the existing record or create a new record as necessary. For more information on lead conversion and creating new records, please refer to the Leads documentation.

Creating via Lead Conversion

Sugar enables you to create a new account 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 account during lead conversion:

• Navigate to a Leads record view.
• Select "Convert" from the Actions menu or click the Unconverted button to initiate the lead conversion process.
  
• If there are no duplicate records found for a module (e.g., Contacts) in lead conversion, the new record will be automatically marked for creation on the Convert Lead page and related 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.
• If there are duplicate records found for a module (e.g., Accounts), you can either select an existing account or create a new account record if none of the suggested duplicates are valid. Click "Ignore and create new" to create a new account record.
  
• Some of the fields (e.g., address, phone, etc.) on the displayed record view will be pre-populated with the lead's values. Simply update any necessary fields then click the Create Account button.

Note: You can click "Save and Convert" at the top of the page if you wish to convert the lead at this point. However, if you wish to create or relate an opportunity record to the lead as well, please complete the Opportunity panel on the Convert Lead page before saving and converting.

Once the lead has been converted successfully, the lead's record view will display the converted contact, account, and opportunity information 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 account and other records.

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 account records or click the checkbox in the list header to select all records displayed on the current set of list view results.

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