SugarBPM
The SugarBPM section includes topics covering SugarBPM, Sugar's Business Process Management solution.
Topics
This article explains several ways to use SugarBPM to assign a Sugar record to a new user.
In Sugar Serve 11.0 and higher, you can configure the Sugar Portal to allow customers to indicate that they would like a case closed using the Request To Close button. Once marked for closure by the customer, an agent can manually close the case, but this process can easily be automated, too. This article covers how to use SugarBPM to automate the closure of these cases.
This article explains how to use SugarBPM to monitor the length of time that records spend in each status or sales stage.
At which point in the sales cycle does your team typically win or lose business? In order to track and report on this insightful data in Sugar, you need to know what the opportunity's Sales Stage value was before it changed to "Closed Won" or "Closed Lost". This article uses SugarBPM to capture the last sales stage before an opportunity closes.
This article will cover how to best to evaluate your business process, create the appropriate custom teams, and create a process definition that allows a specialized team to claim pending approvals.
Sugar Serve includes several features that can be used in SugarBPM™ to automate Service Level Agreements (SLAs) and route cases to customer service agents. The first of these is a stock SugarBPM template that sets case follow-up dates on new and in-progress cases according to your organization's SLAs. To use this SugarBPM template in your Sugar instance, you must first perform several actions:
This article covers the basic steps for automating business processes using SugarBPM.
Sugar has several stock SugarBPM™ templates available to users based on their license type. Three of these are Sugar Serve templates that work together to automate customer service processes:
When using SugarBPM, a process email template is required in order to send email alerts or notifications from a process definition. This article will go over how to resolve blank email notifications sent via the Send Message event in a process definition.
When using the SugarBPM visual designer for creating process definitions, a validation job periodically runs. This article explains the errors and warnings that may be returned on validation and how to resolve them.
Process definitions created in SugarBPM may contain Wait events which pause the execution of a process by a certain time interval. If a Wait event or supporting mechanism is not properly configured, the flow will be halted indefinitely, thereby stopping the flow of the process. This article covers some common reasons that a process may get stuck on a Wait event.
In Sugar, it is possible to create process definitions that target the Emails module. When doing so, it is highly valuable to trigger processes based on an email's direction (i.e. inbound or outbound). However, there are some special cases to be aware of around the four available values for the Direction field. This article outlines how each of the values should be evaluated and any considerations to keep in mind when designing process definitions targeting the Emails module.
There are many similarities between the legacy Workflows module and SugarBPM™, but each offers unique benefits. This article explains some of their key similarities and differences.
Process definitions created via SugarBPM may contain Activities and/or Actions, both of which can be configured using a round-robin assignment method. This article covers when to use a Round Robin Activity versus a Round Robin Action.
There are many similarities between the legacy Workflows module and SugarBPM™, but each offers unique benefits. This article explains some of their key similarities and differences.
In many businesses, new accounts are assigned to sales reps based on location. This article explains how to use the Process Business Rules and Process Definitions modules to automatically assign records based on their address.
This article will walk you through creating an automated case escalation process that reassigns cases to the next support tier based on how long the case has been open.
It is common practice to notify specific teams or users when an important record is created in Sugar®. This article covers how to use SugarBPM to design a process definition that automatically sends email notifications to select teams or users upon record creation.