Setting up Sugar Serve Features
Overview
When you first receive a new Sugar Serve instance, the administrator must configure some Serve-specific functions before Customer Service agents can leverage those features.
Some examples described in this article include:
For a more generalized overview of getting started with Sugar, please review the First Settings to Configure article.
SugarBPM for Serve
Sugar Serve includes a stock SugarBPM™ process definition template that will automatically set the case follow-up dates on new and in-progress cases according to your organization's Service Level Agreements (SLAs). To use this SugarBPM template in your Sugar instance, you must first create and configure your business centers and configure fields like the Account module's Service Level field and the Case module's Priority and Status fields. For more information on setting up and enabling this automated process definition for case follow-up dates, refer to the Getting Started With SugarBPM for Sugar Serve article. 
Service Console
Sugar Serve's Service Console is a specialized dashboard that provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and cohesive case research and action experience. 
Out-of-the-box, the Service Console dashboard is shared with the Global team and set as a default dashboard. So, it will appear in the home dashboards list for all users who are members of the Global team and have a Sugar Serve license type. An administrator user may need to alter the dashboard's Teams field to share the Service Console with members of the service team so they can access the dashboard.
SugarLive for Serve
SugarLive is an omnichannel tool for customer service agents to communicate in real-time with customers. It requires some admin configuration to be connected with a working Amazon Connect instance for routing call and chat sessions. See the Amazon Web Services page in the Administration Guide for details on how to configure SugarLive. 
Purchase Data and the Active Subscriptions Dashlet
The Purchases and Purchased Line Items modules contain the list of goods and services your customers have purchased and the number of times those goods and services have been purchased, respectively. Additionally, the Active Subscriptions dashlet references purchases that are marked as a "Service" and have a start date in the past and an end date in the future. Users with a Sugar Serve license type have access to the modules and dashlet and have the ability to create records manually. For more information, refer to the Purchases and Purchased Line Items page in the Application Guide.