Sugar Serve 25.2 Administration Guide
The Sugar Administration Guide helps system administrator users configure and customize their CRM application.
Topics
Welcome to SugarCRM! As a system administrator you have administrative rights to configure and perform key functions in Sugar such as creating, editing, and managing users and editing system-wide settings for your organization via the Administration page. You can access all modules and records in Sugar and are not subject to team or role restrictions. If your instance uses SugarIdentity, then you will need to access the SugarIdentity console to create and manage user records as well as configure password requirements and set up LDAP/SAML authentication.
Roles in Sugar® determine which users can access modules as well as which operations the users are allowed to perform within those modules. When configuring role settings in Sugar, an administrator may choose to enforce restrictions for entire modules or for selected fields on the records in a module, as explained in the following sections. To fully leverage Sugar's security model, both permission types can be used together for a given role and should be considered in conjunction with the Team Management settings used by your organization.
The User Management module provides administrators access to create, edit, activate, and deactivate the profiles of all the users in their Sugar instance. This module and underlying settings control each individual's login credentials as well as some personalized settings. During the installation process, Sugar creates one system administrator by default. The system administrator can log in and create additional users, in a variety of capacities, to be able to access Sugar and utilize all of the other CRM functionality. In combination with the role and team security, administrators can fully establish a profile for each user in Sugar.
There are two license concepts that are important to understand when administering a Sugar instance: system licenses and user licenses. System licenses are the actual license key you receive when you purchase Sugar; they must be entered into the License Management page and indicate how many seats of Sugar you are entitled to. In particular, they dictate how many of each license type you have, so if you have more than one (e.g., Sugar Sell and Sugar Serve), you can assign the different license types to different users according to your organization's needs. In contrast, user licenses are the specific license types that are assigned to a given user. For example, you may purchase a license key that includes 50 Sugar Sell users and 25 Sugar Serve users and then assign those licenses to users according to which capabilities they need to access (i.e., Sell, Serve, or both).
Sugar® comes with the ability to configure many different system settings to personalize the way Sugar works. The System section is only available to administrative users and can be accessed via the Admin screen. The following sections are available options from the System section.
Sugar comes with many different email-related capabilities, many of which require an administrator to set up or configure. Email administration covers the system email settings, campaign email settings, email archiving, inbound email, and managing the email queue.
The Developer Tools section of Sugar's Admin page contains various configuration menus that help you customize your instance to best suit your organization's needs. Developer Tools allow you to edit the look, feel, and functionality of your instance, including adding fields, changing layouts, adding automated processes, and creating entirely new modules.
The Products and Quotes section of the Admin panel enables you to define products and product details that are used in modules that are exclusive to Sugar Sell users. The Products and Quotes panel provides access to the following modules:
With Sugar Maps, our integration with Microsoft Bing Maps, users can quickly see which records are in close proximity to each other, plot records on a content-rich map, and generate driving directions between records. This guide walks through the steps to configure Sugar Maps. For information on using Sugar Maps once it has been installed, please refer to the Sugar Maps page in the Application Guide.
In the Bugs module, there are two dropdown fields, "Found in Release" and "Fixed in Release", that cannot be edited through normal means. Although these are dropdown fields, they do not show a dropdown list option in Dropdown Editor to add, remove, and edit the dropdown options.
SugarBPM™ enables administrators to streamline common business processes by managing approvals, sales processes, call triaging, and more. SugarBPM is an easy-to-use business process management (BPM) and workflow tool that adds advanced BPM functionality to Sugar.
Tile view allows users to visualize and engage with their Sugar records in an intuitive kanban interface, where records are represented by visual tiles organized into columns. Users can drag-and-drop tiles from one column to another to update a record (e.g., from one status to another). Administrators can configure tile view to fit their specific business needs by enabling and disabling modules, changing the visible columns, and selecting the fields displayed in each tile via Admin > Tile View Settings. This page describes how to configure tile view in Sugar. For information on using tile view in Sugar, refer to the User Interface documentation in the Application Guide.
Users who store documents in Dropbox, Google Drive, Microsoft OneDrive, or Microsoft SharePoint can access those documents in Sugar via the Cloud Drive dashlet. You can download, upload, and copy links to files from the Cloud Drive dashlet, and your documents stay synced in real time. This guide covers how to configure the default Cloud Drive dashlet paths for users.
Sugar Hint is a relationship intelligence service that is available to be purchased and enabled on your Sugar instance to make external information available for your contacts, leads, and accounts in Sugar. Data such as social media accounts, work information, and company details are visible for contacts and leads based on their email address and for accounts based on their websites and company names. Users can also quickly import the enriched data into the Sugar database with a single click.
Before using DocuSign, there are suggested settings for your Sugar instance to optimize the user experience. Sugar also provides the option to modify DocuSign settings to change how Sugar users can interact with DocuSign from within Sugar. Sugar admins can select the model that makes the most sense for their organization via Admin > DocuSign > Settings.Note: The DocuSign integration is not available in Sugar Sell Essentials.
Business centers represent your company's centers of operation. When they are related to your accounts and other records, they can be leveraged in reports and filters to add detail and differentiation to your Sugar data like any other relate field. In addition, each business center describes a time zone, operating hours, and holidays so that a concept called "Business Hours" can be leveraged in SugarBPM™.
Tags are user-created keywords or phrases that can help users find, group, and classify large amounts of data by common attributes that may not be defined via basic database fields. Sugar® stores tags as individual records in the Tags module. Modules using the Sidecar user interface (e.g., Accounts, Contacts, etc.) contain a Tags field where users can create and share tags that can be used to identify records in filters, dashlets, and reports. For more information about Sidecar modules, please refer to the User Interface documentation in the Application Guide.
Sugar Automate lets administrators create easy-to-follow, visual business processes for users to complete against their Sugar records. Each Smart Guide is an end-to-end process that is split into color-coded stages, and each stage contains one or more call, meeting, or task activities that the user can complete with optional dependencies and actions on related records. This guide covers how to start using Sugar Automate as an administrator.
SugarLive is an omnichannel tool for customer service agents and sales team members to communicate in real-time with customers via chat and phone. SugarLive is available toward the bottom of Sugar's navigation bar, which is also where system administrators with a Sugar Serve or Sugar Sell license type can open the configuration screen to customize the layout. In particular, admins can choose the fields available in the Summary panel and the inclusion and layout of the dashlets in the Contact, Account, Lead, and Case tabs. Please note, the Lead tab is only available to users with a Sugar Sell license, and the Case tab is only available to users with a Sugar Serve license.