Sugar Serve Q4 2021 is Live

SugarCRM is excited to announce the release of Sugar Serve Q4 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 Q4 2021 include the following feature updates: 

  • Escalations: You can now escalate accounts, bugs, and cases to bring more attention to them and track the progress of the issue within the new Escalations module.
    • An Escalate action is available directly on records that can be escalated to quickly raise a concern.
    • A highly-visible Escalated badge is displayed on records with at least one open escalation in many views throughout Sugar so all users working with the record are aware of its state.
  • Timeline for Escalations: The Timeline dashlet has been made available for escalations so you can see an overview of all communications related to the escalation in chronological order.
  • Portal case timeline: A timeline of all notes, emails, and messages is now displayed on cases in the portal.
    • Comprehensive view: All important details of the portal communication are shown directly within the timeline so users do not have to open the preview.
    • Access controls: Admins can restrict the visibility of emails and messages in the portal so that only participating contacts (e.g., email or message recipients) can see them in the case timeline.
  • Timeline filter: Users can now filter the Timeline dashlet to refine the related record types they wish to view.

  • Merge Sugar data to DOCX, XLSX, PPTX: Sugar's Doc Merge functionality pulls data from your Sugar records and merges it into document templates without having to leave Sugar, enabling users to quickly export contracts, quotes, NDA agreements, form letters, labels, and more.
    • Doc Merge action type: Action buttons can now be configured to trigger the newly added Doc Merge functionality, which will export a specified DOCX, XLSX, or PPTX customized with data from the record where the Action Button is clicked. 

  • New calendar experience: The Calendar module has been converted from the legacy user interface to the Sidecar interface and offers more robust calendaring options. 
    • Create calendars that show events from almost any module that has date or datetime fields and then overlay those calendars in a single view.  
    • Define unique colors for different types of calendar events. 
    • Create new records from the calendar for any module that has a configured calendar – not just activities. 
    • View shared calendars in day/week/month views and overlay each person's events instead of viewing them side-by-side as was required in legacy calendar. 
    • Export any calendar view as a PDF or iCal. 
    • Jump right to the event'''s full record view by double-clicking on a calendar event if you have configured the calendar to do so. 
    • Leverage filters for your displayed calendar events so that, for example, you can see all of the open cases for your team by their follow-up dates. 
    • Configure calendar event tiles and on-hover tooltips to show the fields and info you prefer on a per-calendar and per-view basis. 

  • Light and dark theme options: Individual users can now opt to view Sugar in dark mode via their user preferences. Administrators should upload a secondary logo to be shown in the dark mode theme via Admin > System Settings.
  • 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 Q4 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 developers@sugarcrm.com.


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.

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