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Recent Sugar Enterprise Updates

Sugar Summer '19 Is Live

Rich Green
9 minute read time

Sugar Summer '19 has been released and is now available for all Sugar cloud customers. 

The Summer '19 release changes the game by introducing Sugar’s robust suite of customer experience solutions, empowering your marketing, sales and services teams to collaborate across the entire customer lifecycle for more meaningful, memorable experiences. Learn more about the first intelligent, no-touch customer experience (CX) platform and how to exceed expectations and create customers for life:

This release represents the next step in the SugarCRM quarterly feature delivery model, providing accelerated delivery of new innovations for Sugar Cloud customers, as well as greater predictability for Sugar updates for on-site customers. 

 

In the video below, Clint Oram (Chief Strategy Officer and SugarCRM Co-Founder), Logan Henderson (GM of Sugar Market), Zac Sprackett (Senior Vice President of Product Management), and I (Rich Green, CTO and CPO) discuss the exciting innovations that make up the New Sugar and showcase key features now available in Sugar Summer ’19:

https://www.youtube.com/watch?v=49JplKX_hVo

Summer '19 will significantly benefit customers running in the cloud environment with the following feature updates:

All Users

  • A new field on user records, License Type, allows administrators to grant each user access to one or more products including SugarCRM's new offerings, Sugar Sell and Sugar Serve.

  • For cases, tasks, and opportunities, a new view has been added, Tile View, that displays records as tiles in an interactive, drag-and-drop interface.
    The Tile View is available in Sell, Serve, Enterprise, and Ultimate editions
  • The Emails list view can now be filtered using the From, To, Cc, Bcc, and Direction fields. 
  • The Comment Log field has been enhanced with the following functionality:
    • URLs in Comment Log entries are now clickable and will open the link in a new tab.
    • Users can now insert a link to a Sugar record in the form of a clickable pill in Comment Log entries.
    • Users can now be tagged in Comment Log entries, which causes the tagged user to receive a notification in Sugar. 
  • The new Date Resolved field on the Cases module captures the date and time each case is resolved.
  • SugarBPM has been enhanced with the following functionality:
    • The Emails module is now available as a target module when creating process definitions in SugarBPM.
    • A "From" user can now be configured in SugarBPM's Send Message events so that emails sent from processes have a more personalized sender.

SugarBPM is available in Sell, Serve, Enterprise, and Ultimate editions
  • The new SugarCloud Insights page allows administrators to easily monitor their instance's database and file system storage usage, license usage, as well as gain access to PHP error logs and access logs. 
  • The Activity Stream Purger scheduler has been added and can be enabled to prune activity stream records that are older than 6 months from the activities table. 
  • Sugar now supports TLS encryption for LDAP single sign-on.
  

Sugar Serve Users

  • The Service Console dashboard provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and a cohesive case research and action experience.
    • The Overview tab contains 9 pre-configured dashlets to help users plan their current work, keep track of their backlog, and check in on their throughput as well as the team's responsibilities. 
    • The Cases tab is detail-rich list of the agent's cases prioritized by follow-up date which draws their attention to overdue and approaching SLA commitments while providing one-click access to investigate more or take action.
    • Clicking each case opens a drawer containing 4 dashlets which combine to provide a single place to gather deeply related information, log progress, and communicate with customers.

  • Sugar Serve includes stock process definitions that automate complex SLAs by routing cases, prioritizing work, and updating follow-up dates using your organization's multi-region business centers and their business hours.
  • Sugar Serve includes stock process definitions that automatically send email notifications to customers, support representatives, and managers to inform them of case updates, case assignment, and missed SLAs.

  • The new Business Centers module is available for designating distinct time zones, operating hours, and holidays for different business centers in your organization. For distributed organizations, accounts and cases can be assigned to their relevant business center, and each case's business center assignment is leveraged by SugarBPM to calculate accurate follow-up dates.

  • Fifteen new customer-service focused stock reports are available in the Reports module.

  • The new Interactions dashlet is available on record view to see a history of past calls, emails, meetings, and notes related to the record as well as to create new interactions.
  • The new Comment Log dashlet is available on record view for viewing the Comment Log of a record and adding new entries.
  • The new Record View dawshlet is available on record view with configurable tabs to display embedded record and list views of records related to the one you are viewing.

Sugar Sell Users

  • The new Business Centers module is available for designating distinct time zones, operating hours, and holidays for different business centers in your organization. For distributed organizations, accounts can be assigned their relevant business center.
  • The new Interactions dashlet is available on record view to see a history of past calls, emails, meetings, and notes related to the record as well as to create new interactions.

  • The new Comment Log dashlet is available on record view for viewing the Comment Log of a record and adding new entries.

  • The new Record View dashlet is available on record view with configurable tabs to display embedded record and list views of records related to the one you are viewing.

This release also includes additional fixes to address issues in previous releases of Sugar, detailed in the Ultimate, Enterprise, and Professional Release Notes.

Customers hosted in the Sugar cloud environment will receive further communication regarding their automatic upgrades shortly per the Sugar Cloud Policy Guide - Upgrade Policy. Please visit the Supported Platforms page for a complete list of supported browsers and other platform information.

Sugar Summer '19 Developer Resources

Our Developer Advocacy team has made available the following resources to assist developers with the changes associated in this release:

  • The Developer sections of the Ultimate, Enterprise, and Professional Release Notes, including in-depth notes of changes that may affect developers when upgrading from Spring '19.
  • Any additional questions should be directed to the Dev Club Space in the community or emailed to developers@sugarcrm.com.

Additional Documentation & Release Notes

Please review our release notes for the new versions using the following links and the Knowledge Base article, "What to Expect When Upgrading to 9.1," to learn more about the new features available, as well as the additional fixes to address issues identified in prior releases:

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