W-Systems joins SugarCRM! Read Blog

Release RoundUp: Sugar Q4 2020 (10.2)

by Roxana Rangu on October 23, 2020

9 minute read

Sugar’s latest release, Q4 2020 (10.2) is a Cloud-only update and comes with a ton of great new features and capabilities for sales, marketing, and support teams. Keep reading (or watch the video below) for the sweet details!

Feature RoundUp

Sugar Q4 2020 comes with some major enhancements. The biggest new features in Sugar 10.2 are:

  • Sugar Market
    • Nurture Builder 2.0
       
  • Sugar Serve
    • SugarLive Contact Center Tool 
    • Messages Module
    • Increased Shift Visibility
       
  • Sugar Sell
    • Coterminous Add-Ons
    • New Opportunity and Revenue Line Items Enhancements
    • New Report Results Grouping Options
       
  • Sugar Enterprise/Professional Enhancements
    • Flexible Dashboards
    • SugarBPM Enhancements
    • Studio Updates

Alright, let's go through these, one by one!

Sugar Market

For Sugar Market, this release includes a brand new Nurture Builder with a reworked visual designer, inline editing, and inline analytics. The advanced nurture builder comes with a new intuitive interface, an easy-to-use drag and drop designer, and a navigation panel to help marketers scroll through larger nurtures.

Sugar Market Nurture Builder 2.0

Nurture Builder 2.0 also includes out-of-the-box nurture templates for most common use cases, and you will be able to design your email campaigns directly within the Nurture Builder since it’s integrated with Email Builder 2.0. 

Sugar Serve

Great news for customer service agents! Q4 2020 brings arguably the biggest news for Sugar Serve users: the SugarLive contact center tool, a brand new omnichannel experience that allows customer service agents to communicate in real-time with clients via voice or chat using Amazon Connect. 

Either by voice or chat, your customer will be assigned to the appropriate agent who can view the interaction history and immediately check out the knowledge base to start helping. After solving the case, SugarLive can be minimized and your team can get back to assisting other customers.

SugarLive screenshot

After resolving a case with SugarLive, you will also be able to access the recorded details and chat transcript of conversations with customers in the new Messages module to track online interactions such as instant messaging or social media. 

Messages module in SugarCRM

Now if you have the conversation history regarding a specific case, all you have to do is scroll down to the Messages subpanel and click Preview to see what’s been discussed so far. Message records are also included in Contact Interactions dashlet. 

Another new update brings changes to the Employees and Users modules. Shifts and Shift Exceptions subpanels have been added to the modules, enabling you to easily view the work schedule of a specific user in one place.

Shifts and Shift Exceptions subpanels have been added to the modules

Sugar Sell

Sugar Sell now supports the ability to add opportunities to existing purchase line items that automatically integrate with previously purchased services. By clicking the “Edit” button on your Purchased Line Item, you can choose between creating a new opportunity or adding an existing one. This is handy whenever you need to make adjustments to the remainder period of your customer’s subscription-based services, without affecting the service end date.

By clicking the “Edit” button on your Purchased Line Item, you can choose between creating a new opportunity or adding an existing one.

In even better news, SugarCRM added support for flexible service duration, allowing you to specify the duration of the service at the revenue line item level. 
As of now, you also have the ability to change the duration of catalog-based service line items with just one click. The calculated amount is automatically prorated according to the base catalog duration. On the same note, you can now edit a Revenue Line Items’s service duration directly from the opportunity. 

As of now, you also have the ability to change the duration of catalog-based service line items with just one click.

Sugar Sell brings yet another nice-to-have feature that allows sales reps to group report results by account for the purchased line items. They can now select the related account as a group-by option for purchased line item reports and generate the report according to their needs.

Sugar Sell brings yet another nice-to-have feature that allows sales reps to group report results by account for the purchased line items.

Sugar Enterprise & Professional

Now let’s review some of the features that apply not just to Sugar Enterprise and Sugar Professional, but Sugar Sell and Sugar Serve as well.
With the latest Sugar release comes even more functionality, starting with dashboards. Dashboards can now include an unlimited number of dashlets, and you can resize your dashlets by simply clicking and dragging their lower right corners. You can also search for Knowledge Base articles via a search bar and browse the tree-based article view in the Knowledge Base Search dashlet. You can add it to any dashboard in Sugar to save time when looking up documentation.

Search for Knowledge Base articles via a search bar and browse the tree-based article view in the Knowledge Base Search dashlet.

Additionally, the Interactions dashlet can now be added to the Contacts module as well. Previously, it was only available to add to Accounts, Leads, and Opportunities. With the addition of the Messages module, you can also create messages using the dashlet along with calls, meetings, emails, and notes.

the Interactions dashlet can now be added to the Contacts module

In SugarBPM, you can leverage multiselect fields using the "is one of" operator to allow more complex criteria to be represented in one condition. 

In SugarBPM, you can leverage multiselect fields using the

Relate fields can also be included in your process definition evaluations, and the Send Message and End events can be used to send messages to all teams on the record. 

A new addition to Studio is the auto-increment field type which allows admins to add a unique numerical ID to module records. Here you see that all lead records were automatically assigned a number that is increasing subsequent records' field values by one. 

A new addition to Studio is the auto-increment field type which allows admins to add a unique numerical ID to module records.

Lastly, Sugar admins can now create conditionally required fields by checking the "Required If" option. To customize your required field conditions, just click the "Edit Formula" button on the right to launch the formula builder. In our example here, in Leads, we’ve configured the Lead Source field to be required only for signed users that have the VP of Sales title.

Sugar admins can now create conditionally required fields by checking the

Concluding Thoughts

That’s our RoundUp of Sugar Q4 2020. We believe that you will enjoy the new updates just as much as we do! 

To stay up to date with all releases of SugarCRM, sign up for our newsletter below.

About SugarCRM

Sugar’s robust suite of customer experience solutions is changing the game for organizations everywhere. At the heart of Sugar's fully integrated platform is a simple and consistent experience — one that’s tailored to each user’s unique needs and ways of working across any device. It’s how two million users are already closing deals faster and creating customers for life, without spending countless hours digging for data.

Learn More About SugarCRM

About W-Systems

W-Systems delivers sales and marketing solutions on a foundation of CRM to help customer-facing teams increase revenue and solve business problems. With over two decades of industry experience, we help organize information, create efficient processes and measure results.

W-Systems provides solutions around CRM including Marketing, Document Automation, Business Intelligence, Communications, and Cloud Computing. We are Certified Partners of top vendors including SugarCRM, DocuSign, AWSAct-On, GoldMine, and Amazon QuickSight.

Contact Us

Trustpilot