License Types Matrix

The following table describes what functionality is available for each license type in Sugar 14.0.x. For more information on working with licenses in your Sugar instance, refer to the License Management page.

Capability (Sugar 14.0.x)	Sell Premier	Sell Advanced	Sell Essentials	Serve	Enterprise	Enterprise+
AI Summarization AI Prediction ⁹	$	$		$
Mail and Calendar Integration ⁴	✔	✔		$	$	✔
Smart Guides ^1,13	✔	$		$	$	✔
Data Enrichment and News Feed ^2,8,13Geo Mapping ^3,8,13	✔					✔
Enhanced Forecasting ⁵	✔
Common Modules and Capabilities	✔	✔	✔	✔	✔	✔
Module Loader¹¹	✔	✔	*	✔	✔	✔
Campaigns Forecasts Leads Opportunities Quotes & Quoted Line Items Revenue Line Items Sales Console Shipping Providers Targets & Target Lists Tax Rates Web-to-Lead Forms Forecast Bar Chart Dashlet Opportunity Metrics Dashlet Pipeline Metrics Dashlet Product Catalog Product Catalog Dashlet Product Catalog Quick Picks Dashlet Sales Pipeline Chart Dashlet Sales and Marketing Report Templates Top 10 Sales Dashlet	✔	✔	✔		✔	✔
SugarLive Sentiment Analysis for Calls ¹² Console List View Dashlet for SugarLive	✔	✔	✔	✔
Sales SugarBPM Templates	✔	✔	✔		✔	✔
Change Timers Customer Service SugarBPM Templates Service Console Customer Service Reports Report Templates ¹⁰				✔	✔	✔
External Users				✔
SugarCloud Insights	✔	✔	✔	✔

List of Common Modules and Capabilities

The following table lists the modules and major capabilities that are common among all of Sugar's CRM license types.

Enhanced Module Functionality for Sugar Sell License Types

The following functionality is included on top of base module functionality for users with a Sugar Sell license type in Sugar 14.0.x.

Sugar Portal functionality:
- Sugar Portal Chat: Embed a chat window in the portal so portal users can start a chat session with agents using SugarLive.
- Chatbot for Sugar Portal Chat: A chatbot provided in the collection of assets that are included in Sugar Sell allows portal users to create a case, check the status of a case, or speak with an agent from the portal chat window.

Enhanced Module Functionality for Sugar Serve License Types

The following functionality is included on top of base module functionality for users with a Sugar Serve license type in Sugar 14.0.x.

Sugar Portal functionality:
- Sugar Portal Chat: Embed a chat window in the portal so portal users can start a chat session with agents using SugarLive.
- Chatbot for Sugar Portal Chat: A chatbot provided in the collection of assets that are included in Sugar Serve allows portal users to create a case, check the status of a case, or speak with an agent from the portal chat window.
- Case deflection: Knowledge base article search from Sugar Portal's Home page allows portal users better access to self-service issue resolution prior to creating cases.
- Case and knowledge base dashlets: The All Open Cases, Recently Resolved Cases, and Knowledge Base Categories & Published Articles dashlets allow portal users to view their company's current and recent cases and search for knowledge base articles.
- Request to close case: The Request To Close button on cases in the portal allows customers to easily communicate that it is safe to close their case. In Sugar, the List of Cases Requested For Close dashlet informs you of all cases awaiting closure.
- Record visibility: Admins can limit which portal users can see cases as well as the emails and messages related to them to either all contacts or only those related to the specific record.
- Expanded customization: Admins can customize more aspects of the portal and see a live preview of their changes, including configuring the Home page banner, search bar, and dashboard.
Case SLA and resolution trends: Several fields are included on cases to track trends in first response SLAs and case resolution time, using both calendar hours and business hours.

Enhanced Module Functionality for Enterprise License Types

The following functionality is included on top of base module functionality for users with a Sugar Enterprise license type in Sugar 14.0.x.

Case SLA and resolution trends: Several fields are included on cases to track trends in first response SLAs and case resolution time, using both calendar hours and business hours.

Footnotes

¹Smart Guides is powered by Sugar Automate (formerly known as Customer Journey Plug-in).
²Data Enrichment and News Feed is powered by Sugar Hint and also includes Sugar Connector for LinkedIn Sales Navigator.
³Geo Mapping powered by Sugar Maps.
⁴Mail and Calendar Integration powered by Sugar Connect.⁵Enhanced Forecasting is powered by Sugar Discover.⁶ This module includes enhanced functionality for some Sugar Sell license types.
⁷This module includes enhanced functionality for Sugar Serve license types.
⁸The Sugar Maps and Sugar Hint capabilities are also user license types.
⁹AI Prediction was formerly known as SugarPredict.
¹⁰ Some customer service report templates are available for all products, but a selection of them are only available for Serve and Enterprise, as indicated on the Report Templates page.
¹¹Sugar Sell Essentials customers can access Module Loader to uninstall packages, but they do not have the ability to upload custom file packages into Sugar.
¹²Call Sentiment Analysis is powered by Amazon Web Services.
¹³ This capability requires a separate license type to be assigned to users if you are not using Sugar Sell Premier.