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 tabbed view containing lists of accounts that meet different filter criteria. Clicking on an account's row opens an Account focus drawer that displays subscriptions, relationships, and recent comments and interactions with the account.

Finally, the Opportunities tab shows a visualization of lists of opportunities that meet different filter criteria 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 focus 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 Opportunities with Revenue Line Items 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 three-dots menu in the Home tab and selecting "Renewals Console".

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

All links in the Renewals Console can be clicked to reveal a focus drawer. There are two types of focus tabs that can be opened in a drawer: focus dashboards and focus record views. Clicking the Focus icon that appears when you hover over a link opens the focus dashboard, which 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, purchase history, and active subscriptions. Clicking the link, and not the Focus icon, reveals a focus record, which provides a thorough look into the record view, including the record view's dashlets and subpanels.  For more information on focus drawers, refer to the User Interface documentation.

Accounts Tab

By default, the Renewals Console's Accounts tab contains a tabbed representation of lists of accounts that meet different filter criteria and is 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 focus drawer with additional information about its subscriptions and related records and activities. The features and functionality of the components in the Accounts tab are described in the following sections.

Note: Admin users 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.

Metric Tabs

Metric tabs are predefined filters deployed to teams for multiple unified team views. Metric tabs are located in the metric bar within the Accounts tab. Each metric tab is clickable and when clicked will show a new filtered list view. Each tab has its own settings, and the metric bar also has its own settings. The My Accounts metric tab is displayed by default. Metric tabs can only be added and edited by an administrator; please see the Console Management and Metrics pages for more information.

Organizing Metric Tabs

Regular users can set their own order for metric tabs in the metric bar. Click the Organize option on the metric bar's three-dots menu. While metric tabs may be dragged to the visible column, you must click the "x" on the tab to send it to the hidden column.

If all metric tabs are hidden from view, you will see "No Metric Tabs Visible. Choose "organize" to make metric tabs visible." Additionally, if no metric tabs are set up, the notification will read "No Metric Tabs Configured. Please contact your administrator." If you wish to reset your metric tabs to the default setting, click Organize on the three-dots menu on the metric bar and scroll to the bottom of the visible metrics settings. Here, there will be an option to restore the default admin settings.

When an administrator deploys a new metric tab, it will show up as the first metric tab in the metric bar. Metric tabs are sorted by the Date Modified field by default, which means that newly changed tabs will appear first. Once deployed, each agent may use the "Organize" option to configure their tabs to their liking.

Alternatively, if you wish to simply remove a specific tab, you can use the Hide option on the individual tab. Hover over a metric tab to see the tab's three-dots menu to access the HIde option. If you wish to see the tab again, use the Organize option in the metric bar settings to display tabs that have previously been hidden.

To see all the details of how a specific metric tab is configured, use the View Details option. This will open a read-only view of the settings and filters set on the metric tab, as well as the list layout.

Metrics Module

The Metrics module is where metric tab settings and layouts are stored. For non-admin users, this module is read-only. You can use the Manage option in the metric bar settings to access this module. For further information on the fields, layouts, and settings in this module, please see the Metrics documentation in the Administration Guide. 

Console Search

Below the Accounts tab's metric bar, 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 have the ability to define a filter for the list views, 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 focus 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 include all accounts that meet the criteria of the current filter, the Renewals Console can display a maximum of 100 rows.

Account Focus Drawer

Clicking an account's row in the Renewals Console opens a focus drawer that aggregates information about the account, its related records, past interactions, and active subscriptions. 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 focus drawer does not. Switch between accounts or close and reopen the drawer to see the latest information.

There are two types of focus tabs that can be opened in a drawer: focus dashboards and focus record views. Clicking the Focus icon opens a focus dashboard, which 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 the account timeline. You can also click anywhere in an account's row in the console's list view to open a focus dashboard. In contrast, clicking a link, and not the Focus icon, will reveal a focus record view, which provides a thorough look into the record, including the record view's dashlets and subpanels. For more information on focus drawers, refer to the User Interface documentation.

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

The dashboard you see could have the following dashlets, depending on how the admin has configured it: the Account Record dashlet, Comment Log dashlet, Active Subscriptions dashlet, and Account Timeline dashlet, and Purchase History dashlet.

Account Record Dashlet

The primary dashlet in the Accounts tab is a Record View dashlet, which appears in the first quadrant of the Account focus 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 within the dashlet. 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.

Hovering over certain links such as the Contact Name will display a Focus icon that can be clicked to open a new focus tab. Additional links clicked will open additional tabs in the focus drawer.

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 complete record view in the focus drawer, click the dashlet title to open a focus tab containing the record. If you would rather see the information outside of the focus drawer (e.g., a new browser tab), 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 focus dashboard 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 Sugar Dashlets documentation.

You can open focus tabs for records found in the Timeline dashlet by clicking record links or the Focus icon that appears next to them on hover. This allows you to navigate a wide array of data without leaving the console.

Purchase History Dashlet

While not available by default, it is worth mentioning that the Purchase History dashlet can be added to both the Account focus drawer and the Opportunity focus 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 Sugar 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 focus 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.

Metric Tabs

Metric tabs are pre-defined filters deployed to teams for multiple unified team views. Metric tabs rest on the metric bar. Each metric tab is clickable and when clicked will show a new filter and/or view. Each tab has its own settings, and the metric bar also has its own settings. The default metric tab is My Opportunities. Metric tabs can only be added and edited by an administrator. Please see the Console Management and Metrics pages for more information. 

Organizing Metric Tabs

Regular users can set their own order for metric tabs in the metric bar. Click the Organize option on the metric bar's three-dots menu. While metric tabs may be dragged to the visible column, you must click the "x" on the tab to send it to the hidden column.

If all metric tabs are hidden from view, you will see "No Metric Tabs Visible. Choose "organize" to make metric tabs visible." Additionally, if no metric tabs are set up, the notification will read "No Metric Tabs Configured. Please contact your administrator." If you wish to reset your metric tabs to the default setting, click Organize on the three-dots menu on the metric bar and scroll to the bottom of the visible metrics settings. There will be an option to restore the default admin settings.

When an administrator deploys a new metric tab, it will show up as the first metric tab in the metric bar. Metric tabs are sorted by the Date Modified field by default. Once deployed, each agent may use the "Organize" option to configure their tabs to their liking.

Another option is to use the Hide option on the individual tab. Hover over a metric tab to see the tab's three-dots menu. Users who are not administrators will see an option to hide that particular tab. If the agent wishes to see the tab again, they will need to use the Organize option on the Metric bar.

The other non-admin setting on an individual module tab is the View Details option. This will allow the agent to view the settings and filter(s) set on the metric tab, as well as the list layout.

Metrics Module

The Metrics module is where metric tab settings and layouts are stored. For non-admin users, this module is read-only. If you choose the Manage option on the metric bar, you will be sent to the Metrics module. For further information on the fields, layouts, and settings in this module, please see the Metrics documentation in the Administration guide. 

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 focus 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 and revenue line item fields, please refer to the Opportunities with 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 Focus 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. 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 focus drawer does not. Switch between opportunities or close and reopen the drawer to see the latest information. 

There are two types of focus tabs that can be opened in a drawer: focus dashboards and focus record views. Clicking the Focus icon opens a focus dashboard, which 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 the comment log. You can also click anywhere in an opportunity's row in the console's list view to open a focus dashboard. In contrast, clicking a link, and not the Focus icon, will reveal a focus record view, which provides a thorough look into the record, including the record view's dashlets and subpanels. For more information on focus drawers, refer to the User Interface  documentation.

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

The dashboard you see could have the following dashlets, depending on how the admin has configured it: the Opportunity Record dashlet, Related Account Record dashlet, Comment Log dashlet, and Opportunity Timeline dashlet.

Opportunity Record Dashlet

The primary dashlet in the Opportunities tab is a Record View dashlet, which appears in the first quadrant of the Opportunity focus 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 within the dashlet. 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 that can be clicked to open a new focus tab. Additional links clicked will open additional tabs in 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 complete record view, click the dashlet title to open a focus tab containing the record. If you would rather see the information outside of the focus drawer (e.g., a new browser tab), 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 Sugar Dashlets documentation.

Related Account Record Dashlet

Another, Record View dashlet, the Related Account Record dashlet, is available in the Opportunity focus 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 complete 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 Sugar Dashlets documentation.

Comment Log Dashlet

The Opportunity focus dashboard 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 Sugar Dashlets documentation.

You can open focus tabs for records found in the Timeline dashlet by clicking record links or the Focus icon that appears next to them on hover. This allows you to navigate a wide array of data without leaving the console.