Sugar Serve Q2 2021 is Live

SugarCRM is excited to announce the release of Sugar Serve Q2 2021.

In the video below, Clare Evans Dorrian (Chief Marketing Officer), Zac Sprackett (Senior Vice President of Product Management), and I discuss key, recently introduced features across the entire Sugar customer experience landscape:

Highlights of Sugar Serve Q2 2021 include the following feature updates:

  • Improved SugarLive configuration, streamlining the no-touch service agent experience
    • Admins can now choose which dashlets & fields appear for Agents
    • Cater the configuration to business processes, industries, etc.


  • The email composer and Email Templates module have been updated from the legacy user interface to the Sidecar interface, allowing for the creation of more engaging emails, including the use of:
    • Hyperlinks
    • Images
    • Tables
    • Special Characters
    • Tags for organizing templates
    • Case variables in Email Templates
  • Several SugarBPM improvements:
    • Support for multiple teams in evaluations
    • New “Does Not Include” operator for multi-select fields
    • New “Start Event” user experience
  • Review the Sugar Serve Release Notes to learn more about these features and additional fixes to address issues in previous releases of Sugar.

Customers will receive further communication regarding their automatic upgrades shortly per the SugarCloud Policy Guide - Upgrade Policy as this release represents the next step in the SugarCRM quarterly feature delivery model, providing accelerated delivery of new innovations 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 Q2 2021 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 join the Sugar Serve group in SugarClub, or the other product-specific groups in Explore for additional updates.