Sugar Serve 13.2 Administration Guide
The Sugar Administration Guide helps system administrator users configure and customize their CRM application.
Topics
The Administration Guide is the CRM admin's guide to configuring and administering their Sugar instance. Admins have access to everything in this guide but regular users with developer-level role access to at least one module can also access certain admin functionality. To understand the difference between an admin user and a regular user with developer-level role access, see the Understanding Admin and Developer Access in Roles article. Also, refer to the Role Management documentation for details on configuring roles in your instance.
Sugar offers administrators a wide range of configuration options to set up their account. Upon your initial log into Sugar, you will go through configuring some basic settings (i.e., Your Information, Your Locale, etc.) for your user profile. You may skip these steps and configure these settings in your user preferences at a later time. Once your user profile set up is complete, you will be able to navigate to a specific area of Sugar to perform various administrative functions (e.g., importing data, creating users, configuring the application via Studio, etc.) as well. Please note that system administrators can also set up each user's basic settings when creating a user in Sugar. This documentation will cover the various options available when first accessing your Sugar account.
The SugarCloud section of Sugar's Admin page allows administrators to view, access, and manage key information and data pertaining to their Sugar cloud instance.
Team Management is used in Sugar to define permissions and groupings for users. These permissions cover what records a user is and is not able to access. Teams are used in conjunction with Roles to form a robust security model for non-admin users in Sugar. Users can use team settings on specific records to allow different users within Sugar the option to view these given records. Team settings can also be used as a form of organization, thereby separating records to be associated with specific teams for better tracking. Teams can be based on departments, geographic regions, or whatever else works best in a given organization.
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.
Password Management is used to administer requirements and other policies about user passwords in Sugar. Sugar allows administrators to set up the password requirements, manage the forgot password feature, configure the email template for resetting passwords, etc. Password management is not used to change users' passwords, which can be done via their User Profile.
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:
Amazon Web Services (AWS) allows you to configure Amazon Connect, which Sugar requires to power SugarLive and Sugar Portal Chat. Specifically, Amazon Connect receives data and routes calls to agents and facilitates customer chat sessions initiated in Sugar Portal. From there, the agent and the customer communicate using Amazon's Contact Control Panel (CCP) embedded in Sugar. SugarLive and Sugar Portal Chat are available using the Sugar Serve 11.0 and higher or Sugar Sell 11.1 and higher license types.
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 User 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.
The Contract Types module in Admin > Contract Types enables you to create and manage contract types for the Contracts module. When a contract type is created, it will display in the Type Name field in the Contracts module for users to select. Please note that when a contract record is created with a specific contract type, the related documents to the contract type will also appear in the Documents subpanel of the contract record.
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, or Microsoft OneDrive 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.
Sugar comes with many different ways to configure your system to best meet your needs. Many configuration options are available throughout the application; though, some advanced options are not available through the interface, but can still be configured.
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™. While some companies may only need to define one business center, others may segment their customers by geographical region, customer type, or other criteria and, therefore, require multiple business centers. For example, companies with wide geographical reaches can create business centers for each region, allowing them to use varying business hours on a per-region level.
Sugar's Employees module consists of individual people within your organization. The Employees module allows you to see a list of all employees, their contact information, and their employment status in one convenient location. Employee records are typically created when a user record is created, but users with administrative access can also add non-user employees. This means that, typically, all users will be listed as employees, but not all employees are necessarily Sugar users.
Sugar's Knowledge Base module provides the ability to create, maintain, and publish articles. Certain aspects of the Knowledge Base module are only available for administrators or users with developer-level role access including the creation and editing of templates and accessing the Knowledge Base settings. This documentation will cover information and actions specific to Knowledge Base administration.
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's Service Console and Sales Console are Home page dashboards that provide a powerful work environment for service and sales agents. The Service Console can be managed and configured by system admin users with a Serve or Enterprise license type. The Sales Console can be managed and configured by system admin users with a Sell or Enterprise license type. In addition, a regular user who is assigned to the dashboard has the ability to administer and configure the consoles.
The Metrics module stores all settings for all metric tabs, which are displayed in the Service Console. Having multiple metric tabs allows users to quickly view different filtered and configured lists with one click. The metrics may have different filters, as well as different fields visible in the console list view. Regular users can view metrics in a read-only capacity, while administrators can also create and edit metrics. For more information on working on consoles, please see the Service Console documentation. Additional information on admin configuration can be found in the Console Management page.
SugarLive, available to users with a Sugar Serve 11.0 and higher or Sugar Sell 11.1 and higher license type, 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.
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.