Sugar Serve Q3 2021 is Live

SugarCRM is excited to announce the release of Sugar Serve Q3 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 Q3 2021 include the following feature updates: 

  • Action Buttons: Admins can now add custom buttons to records so that users can perform quick actions like sending an email, creating or editing a related record, or opening an external web page right from a given record view layout. Implemented through a new field type in Studio (ActionButton) and configurable with Sugar Logic, Action Buttons will save users time and clicks by serving up common actions right where they need them.
  • Timeline dashlet (formerly "Interactions"): The Interactions dashlet has been revamped and renamed "Timeline". The Timeline dashlet shows a chronological list of a record's related activities along with selected updates made to the current record. Context-aware actions can also be accessed from directly within the dashlet, such as replying to or forwarding an email, unlinking activities, and drilling down via Focus drawers.
  • Enhanced portal customization: Theme Portal has been expanded to let you change more aspects of the portal for your customers and shows you a live preview of your changes while you make them.
    • Choose a background color or image for the banner of the portal Home page.
    • Show a New Case button on the Home page, and rename it if desired, so customers can quickly submit new cases.
    • Show or hide the search bar and update its lead-in text.
    • Select a custom color for link text and buttons throughout the portal separately.
  • SugarPredict sentiment analysis: For instances with call transcripts set up for SugarLive conversations, sentiment analysis can now be performed on SugarLive calls. Add the Agent Sentiment and Customer Sentiment fields to the Calls module layouts in Studio to see SugarPredict icons that represent the agent's and customer's positive, neutral, or negative sentiment.
  • 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

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 Q3 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.