SugarCRM is excited to announce the release of Sugar Serve Q1 2023.
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.
What is in this announcement?
Watch the following video to hear from Eric Okimoto, 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.
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Feature & Enhancement Details
Easily navigate your way through Sugar with a completely redesigned user interfaceSugar 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:
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Tabbed browsing within focus drawersNew 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.
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Service Console EnhancementsThe Service Console provides users with an improved and more efficient experience, thereby improving the service team members' ability to deliver superior experiences to customers.
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Sugar Automate is now built into SugarSugar 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. |
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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:
Learn more about this offering in the following blog post, How to Improve CX with Self-Service. |
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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:
- Q1 2023 Release Week | January 23, 2023 - Make sure to "turn page notifications on" to be alerted when new content is added to the Release Week page in SugarClub! You can also learn more about Release Week in Release Week Returns in the New Year!
- Documentation and Guides
- Blogs, Announcements, and more
- Sugar Sell Q1 2023 is Live
- Product Update: 12.3 UI Redesign & Updates Guide: Sugar Sell & Sugar Serve
- Product Update: Exciting Product Improvements: User Interface Redesign Starting January
- Product Update: Everything You Need on One Screen: Introducing Even Better Focus Drawers
- Quick Video: Navigating the new UI Redesign for Sugar Serve
- Product Update: Customer Journey Plug-in is now Sugar Automate
- Watch the video preview of the Sugar Sell, Serve, and Market UI redesign.
- Explore the newly redesigned UI and understand the benefits in an interactive way.
- Experience the Demo Instance in a read-only environment using these instructions.
- Get answers to your questions using the FAQ
- Review the changes in more detail with this one-page overview
- Don't Forget to Sign Up for Sugar Marketplace News
- Webinar Recordings: Members of the Sugar team hosted various webinar sessions to share what's coming with the UI redesign and answer questions from our customers. These sessions can now be viewed on demand:
- Sugar Sell, Serve, and Market - Americas & EMEA PW: 6wt4UU&3
- Sugar Sell, Serve, and Market - APAC PW: p7v0z$@B
- Learn More in Your Native Language
- Deutsche: SugarCRM Produkt-Update: Ein neues Design mit mehr Süße
- Español: Actualización del producto SugarCRM: un nuevo aspecto más dulce
- Français: Mise à jour produit SugarCRM: un nouveau look et une touche de douceur
- Italiano: Aggiornamento del prodotto SugarCRM: un nuovo look con un tocco di dolcezza in più
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:
- Sugar 12.3 (Q1 2023) is here!
- Sugar 12.3 (Q1 2023) Customization Guide
- Sugar Developer Webinar Recording - Q1 2023 (12.3)
- Sugar Developer Webinar slides - Q1 2023 (12.3)
- UI Redesign Technical Guide
- In case you missed the Q1 2023 (12.3) Developer Webinar!
- Prepare for the Library Upgrades coming in 12.3 (Q1 2023)
Any additional questions should be directed to the Dev Club in SugarClub or emailed to developers@sugarcrm.com.
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.