Sugar Serve Q1 2023 is Live

SugarCRM is excited to announce the release of Sugar Serve Q1 2023.

Release Week

This release represents a significant update to the Sugar user experience. Among many other exciting updates, the Q1 2023 release introduces Sugar's redesigned user interface, designed with a combination of customer feedback, design best practices, and extensive research. Below, you'll find more details about this redesign, other new features in this release, and ways to learn more about how these changes can be leveraged. Make sure you also have notifications turned on for Release Week to be notified about updates across the entire Sugar platform and for more valuable updates that are coming soon.

Watch the following video to hear from , Director of Product Management for Sugar Serve, as he gives a quick showcase of some of the updates in this release, and then continue reading below to dive deeper into more of the new functionality that is now available.

Feature & Enhancement Details

Easily navigate your way through Sugar with a completely redesigned user interface

Sugar Servehas an updated look and feel! The new user interface is based on direct customer feedback, research, and design best practices – and we couldn't be more excited to share it with you. This redesign also supports platform adoption and productivity; a more cohesive UI structure across the entire Sugar platform; and a cleaner, simplified, and familiar interface that resembles other modern interfaces. Some of the updates include the following:

  • The navigation bar has moved to the left side of the screen. This is where users will now find their modules, the quick create menu, the home button, and more.
  • Global Search has been expanded and is now conveniently located, front and center along the header of the screen.
  • Use more vertical screen space now that the site footer has been removed. The options in Sugar's footer (e.g., Doc Merge) have been moved into the user menu and the bottom of the left-side navigation bar.
  • Focus on your top modules with the new navigation bar displaying your most important modules with a new compact design. This new design enhances the user's focus on their primary modules and can be expanded to show all modules when needed.
  • Module icons are now configurable with an updated icon library allowing modules to be represented by icons in the navigation bar and throughout Sugar. The icons, colors, and abbreviations can be configured along with the module names by administrators in the Module Names and Icons menu.
  • For more in-depth information about the benefits and details of the UI redesign, please review the Additional Documentation & Release Notes section of this post.

Tabbed browsing within focus drawers

New Focus Drawer Tabs improve usability by allowing Service representatives to easily view and obtain all the information related to any record within the focus drawers. Record links in focus drawers now open the focus record view in a focus tab within the drawer so that users have one view for all customer information. These tabs provide a breadcrumb for users instead of needing to open separate windows or use the browser "back" button.

For a deeper dive into these exciting and helpful updates to focus drawers, read Everything You Need on One Screen: Introducing Even Better Focus Drawers.

Service Console Enhancements

The Service Console provides users with an improved and more efficient experience, thereby improving the service team members' ability to deliver superior experiences to customers.

  • Easily access more related record data in focus drawers: Service representatives will significantly speed up access to related information to records on the console, without having to leave the console, open multiple browser tabs, or search the system. They can now click on any of the record links on the multiline list view & Overview tab to open the record view within the focus drawer on the console. Clicking on the title in the Record View dashlet will also open the corresponding record view.
  • See the data you want by resizing console columns: Users can now resize the column widths based on their needs in the console's list view.

Sugar Automate is now built into Sugar

Sugar Automate, formerly the Customer Journey Plug-in, is now completely built into Sugar Serve and can be enabled by entering a license key in either SugarCloud Settings or User Management instead of having to maintain a Module Loadable Package. Moving Sugar Automate into the core code will ensure a smoother maintenance pathway for customers.

No actions are needed by administrators upon upgrading to Sugar Serve Q1 2023 as the old package will be automatically removed and the experience for Automate users will experience identical behavior after the upgrade as they had prior. Users without an Automate license will not see any difference in their user experience.

Coming soon: Self-Service Center

SugarCRM will soon be introducing a new Self-Service Center offering that will be integrated into the CRM, but will utilize an entirely new technology stack with a modern user interface that is mobile responsive, configurable to the organization's needs, and utilizes best practices for authentication and engagement to ensure that customers receive an exceptional digital experience. This will be a simple and intuitive experience for end customers. This new offering will provide the following benefits:

  • 24/7 Support: Achieve the benefits of “always-on” support, allowing you to provide customers with the self-service tools to make support available all day, every day.
  • Improve Customer Experience: Provide customers with convenient online access and service channel options that are focused on a better customer experience instead of simply case deflection.
  • Reduce Cost: Reduce the overall inbound call and ticket volume, as well as operational and infrastructure costs, while increasing customer satisfaction.

Learn more about this offering in the following blog post, How to Improve CX with Self-Service

And More!

Review the Sugar Serve Release Notes to learn more about all of the new features and enhancements in this release, as well as additional fixes to address issues in previous releases of Sugar.

When Will I Be Upgraded?

Customers will receive further communication regarding their automatic upgrades shortly, per the SugarCloud Policy Guide - Upgrade Policy. This release represents the next step in the SugarCRM quarterly feature delivery model, delivering innovation for customers hosted on SugarCloud. Please visit the Supported Platforms page for a complete list of supported browsers.

Additional Documentation & Release Notes

To learn more about this release, please review the following content:

Sugar Q1 2023 Developer Resources

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

Any additional questions should be directed to the Dev Club in SugarClub or emailed to

To ensure you are up-to-date on the latest information about Sugar Serve, please Subscribe to New Blog Posts in Sugar Serve Updates in SugarClub or visit Product Updates for additional product updates.