Sugar Sell 25.2 Application Guide
The Sugar Application Guide covers the user-facing functionality of Sugar's CRM system.
Topics
Sugar's Leads module consists of individual prospects who may be interested in a product or service your organization provides. In addition to standard creation options, leads can provide their own details to you via a web-to-lead form. Once the lead is qualified according to your organization's practices, it can be converted into a contact, opportunity, account, or another record. This documentation covers information and actions specific to the Leads module.
Sugar's Accounts module consists of companies with whom your organization has a relationship. It is generally seen as the hub for managing and analyzing your business' interactions with each company. Each account record may then relate to other Sugar records such as contacts, meetings, cases, opportunities, and many others as your relationship with the customer matures. This documentation will cover information and actions specific to the Accounts module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting accounts, please refer to the Working With Sugar Modules section of this page.
Sugar's Emails module stores copies of email messages that have been sent from or archived to Sugar. While Sugar is not primarily an email application, it does allow users to send email using their personal email address, a shared email account, or a system account and to archive copies of messages and attachments sent or received through a third-party email application.
Sugar's Calls module is used to log phone calls, which can then be related to other Sugar records that may represent the attendees or topic for discussion. You can use call records to schedule and remind guests of future calls and to preserve a record of any other calls that you hold. Call records may have multiple guests and can even be scheduled to recur.
Sugar's Notes module consists of individual notes which contain text or attached files pertinent to the related record. The Related To flex-relate field is typically set to the module and record to which the note's contents are relevant. A contact record can also be related using the Contact field which will cause the note to be displayed when viewing the contact record. Notes are also used to communicate with customers about bugs and cases via the Sugar Portal. For more information, please refer to the Bugs and Cases documentation. This documentation will cover information and actions specific to the Notes module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting notes, please refer to the Working With Sugar Modules section of this page.
Sugar's Purchases and Purchased Line Items modules consist of purchase records and purchased line item records, respectively, that represent the products or services you sell to clients. The data in these modules provide a historically accurate and time-aware picture of the status and worth of your accounts.
Sugar's Escalations module contains records representing the escalation of another module's record (e.g., an account). The record could be escalated for a variety of reasons such as inactivity or being at risk, but escalations allow you to bring extra attention to this record and track all interactions and work that is done to resolve the issue. Set the escalation's "Related To" flex-relate field to the record that is being escalated; this will cause an Escalated badge to be displayed on the selected record so users can easily see that it is currently escalated. You can also add other records that are relevant to the escalation in the subpanels (e.g., calls that take place to resolve the escalation).
Sugar's Bugs module is used to track and manage product-related problems, commonly referred to as issues, bugs, defects, ideas, or feature requests, either found internally or reported by customers. As a bug is reported, worked on, and resolved, its progress will be denoted by the Status field. Each bug record may relate to other Sugar records such as calls, contacts, and cases, making it easy to get the full picture of a customer's issues and history. If enabled, contacts can view and submit bugs via the Sugar Portal along with cases and knowledge base articles. This documentation will cover information and actions specific to the Bugs module. For instructions concerning views and actions that are common across most Sugar modules, such as creating, editing, and deleting bugs, please refer to the Working With Sugar Modules section of this page.
Sugar's Targets module consists of individual people who are unqualified prospects that you have some information on but who are not yet qualified leads. Information (e.g., name, email address) regarding these targets are normally acquired from business cards you receive while attending various trades shows, conferences, etc. Targets in Sugar are stand-alone records as they are not related to contacts, leads, accounts, or opportunities. Once the target is qualified according to your organization's practices, it can be converted into a lead record.
Target lists are used by Sugar's Campaigns module as collections of individuals or organizations you want to include or exclude in a campaign. Each campaign may relate to several target lists, and each target list can relate to any number and combination of targets, contacts, leads, users, and accounts. In turn, each of these records can be a part of multiple target lists, each of which may represent a grouping of recipients based on relevant criteria such as age group, geographical location, or industry.
Sugar's Campaigns module can be used to create and manage email and non-email marketing and advertisement campaigns for your organization. Email-based campaigns can be used to send mass emails or a series of newsletter emails to individuals with whom you have an active or growing relationship. The results of each campaign are recorded to measure the success of your campaigns.
Sugar provides a simple way to allow visitors to your website or other online locations to become leads in your Sugar instance. You can generate a web-to-lead form in Sugar and place the form on an external website. When a visitor to your site completes and submits the form, their information is entered into Sugar as a new lead record. You can use this lead information to generate more opportunities for your organization.
There may be times in which users will want to access, review, or manipulate information from their Sugar database in another format outside of Sugar. To facilitate this process, users have two options on ways to export their data from Sugar. Upon exporting data from Sugar, a CSV ("Comma Separated Value") format file will be downloaded to the user's computer. This file can be reviewed in Microsoft Excel, Notepad, or other spreadsheet tools and text editors.
Sugar can be accessed via browsers on mobile devices (i.e., Android, iOS) as a means of working with your Sugar® instance without installing the SugarCRM mobile app. To access your Sugar instance via browsers in a mobile view, simply enter your instance URL and append /?mobile=1 to the end of the URL as follows: https://example.sugarondemand.com/?mobile=1.