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Today we’ve made some announcements that will fundamentally change the way businesses utilize CRM. As you know, our recent acquisitions of Collabspot, Salesfusion and a business intelligence team have moved us firmly into the realm of customer experience (CX). Many of you are already seeing benefits and offering additional value. We are deeply grateful for your loyalty and being the best part of Sugar.


I’d like you to re-read my first sentence above; it’s not hyperbole. Our vision is to create a world where companies cultivate customers for life by anticipating and fulfilling needs before customers realize they have them. And today, as the first of many steps towards realizing this vision, we are announcing three products built on our CX platform. These solutions address the needs of the three departments that drive customer experience - marketing, sales, and support. I am pleased to announce the following CX applications, available immediately:

  • Sugar Market – The all-you-need marketing automation solution designed to supercharge marketing efficiency and productivity (formerly Salesfusion)
  • Sugar Sell – The award-winning sales automation solution renowned for its intuitive user interface, extensibility, and customer satisfaction
  • Sugar Serve – An all-new customer engagement center solution designed to streamline case management and issue resolution

While we are introducing a lot of change at Sugar, there are some things that will not change. We are still a company that makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life.


The Sugar Difference

We are also announcing our three pillars - the core tenets upon which we are building our value proposition and differentiation. Sugar’s new Intelligent Customer Experience platform which unifies disparate data into a single customer data model is one of our three key differentiators - the architectural foundation on which the new portfolio was built. The second is No-Touch Information Management, enabling users to spend less time entering and finding data and more time making positive customer outcomes. The third differentiator is Continuous Cloud Innovation, allowing you to trust in the most modern, durable, and future-proof CX platform on the market – delivered as a native AWS application.


These three key pillars are designed to cement the Sugar value proposition and will propel you, our customers, into the future - and enabling them to exceed expectations. They were conceived with your success in mind, and it is our goal to continue to advance our progress on these pillars as we take the next steps into a brave new world of CX.


Rapid Innovation...and More

We are going to lead and drive success on many levels with these changes. And then? We’ll repeat the process. That’s our promise to you--we’ll never stop improving on the tools and services that make technology not only useful, but vital to your business. Calling the New Sugar a 360-degree customer view is to sell it short, to be blunt. It’s much more than that.


A Final Word

For more information on today’s announcement, please see today’s press release, the FAQ or contact your sales representative. Finally, we’ll be issuing an additional press release tomorrow regarding Sugar Serve and the Summer ‘19 release. We’ll also be holding a webinar on August 14 to address all of the above as well as your questions; you may register here.


Please join me in launching the New Sugar--it’s going to be a great ride, and we’re thrilled to have you along with us.

Rich Green

Introducing Sugar Serve

Posted by Rich Green Employee Jul 31, 2019

Sugar Serve, SugarCRM's new customer service automation offering, puts everything agents need to work a support case right at their fingertips, in an integrated and optimized console experience. Sugar Serve is designed to streamline case management and issue resolution by focusing on making customer support professionals more effective every time they interact with a customer.


Sugar Serve, available in SugarCloud, seamlessly integrates with your existing Sugar Sell or Sugar Enterprise implementation, allowing your business to better optimize the customer lifecycle end-to-end, thus increasing customer satisfaction, retention, and recurring revenue, while lowering overall IT costs.


Key features of Sugar Serve

The centerpiece of the new Serve product is a newly designed and re-imagined Service Console; our fresh take on our case management user interface and productivity tools; SugarBPM-powered SLA management, routing and escalations out of the box; and many new reports, dashboards, and data visualizations for both customer support agents and their managers. 


Service Console

  • Serve offers a new user paradigm for case handling. Using our unique Sugar dashlet framework, support users can easily and effectively access all the information they need on a single screen, reducing clicks for the service agent, and providing a 360 degree view of the situation.
  • Data points such as the next best action based on SLA, account and contact information, account activity history, and case details are made available to the agent with no searching or navigation required.
  • In addition, agents can collaborate internally with other team members and view the entire interaction history with the customer. 

SLA Management

  • The new Business Centers feature accommodates management of one or multiple support centers across the globe, allowing complex SLAs, multi-region business centers, business hours, and accounting for breaks in business continuity, such as weekends and holidays. These allow for effective calculation of SLA countdowns and can power other time-based alerts in a sophisticated, yet easily managed, manner.

SugarBPM Automation

  • Leverage out-of-the-box SugarBPM templates to get users up and running with intelligent case routing instantly.
  • Some automation possibilities include: case escalations; exceptions; routing, reassigning, and escalating cases; calculating follow-up dates; and sending notifications.

Reports and Dashboards

  • Serve includes more than 60 pre-packaged reports, useful data visualizations, and agent and manager-level dashboards to provide deeper insights into the metrics that matter and help users get up and running quickly.


  • These great new features are complemented by the self-service capabilities in Serve, including Sugar's highly intuitive Knowledge Base and Self-service portal, empowering customers to resolve issues and find answers to questions.

  • Sugar’s Group Email capabilities allow your support team to provide a unified face to the customer on every interaction. 

Serve integrates with Sugar Sell as well as the cloud version of Sugar Enterprise. Serve does not integrate with on-premise versions of Sugar Enterprise nor does it integrate with Sugar Professional (SugarCloud or on-premise). Customers of these products can purchase Serve, but the products will not interoperate or share data. It is recommended that customer migrate to Sell if integration with Serve is required.


More Excitement to Come

This is just the debut of a lot of great features and functionality that will be released in Sugar Serve. 2019 has been a busy year for us in the product group here at Sugar as we add Serve and continue rapid innovation across our core products, as well as SugarBPM, Hint, and our new Sugar Market offering. We're very excited to share what else we have in store.

Contact your Sugar Partner or Account Representative for a free trial of Serve today.


Powerful Combination Expands Sugar Platform to Relentlessly Drive Relevant Customer Experiences that Create Customers for Life


SugarCRM Inc.®, the company that helps organizations deliver exceptional customer experiences, announced today it has acquired Salesfusion, a leading provider of marketing automation solutions recognized in the Gartner Magic Quadrant for Lead Management.


Salesfusion is the second acquisition the company has made in less than three months. In March 2019, the company acquired Collabspot’s email integration products to enhance its email integration capabilities and take another step towards Sugar’s vision to deliver the most intuitive an collaborative user experience while eliminating data entry.


“These acquisitions combined with our new product innovations clearly demonstrate that Sugar is on a solid growth path and strategically evolving our business every day,” said Craig Charlton, CEO of SugarCRM. “This is just the beginning of many more game‐changing announcements that will dramatically transform our company for employees, customers, partners and the industry.”


Adding Salesfusion’s powerful marketing automation solution to Sugar’s award‐winning, easy‐to‐use CRM platform enables unparalleled and comprehensive customer experience solutions for companies worldwide, including more than 5,000 global Sugar customers. It also immediately positions Sugar to lead the next generation of customer experience innovators, empowering companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the sales, marketing and service cycles.


“Modern companies expect more than just technology solutions,” said Charlton. “They want a personal relationship with the companies where they conduct business. With Salesfusion, we’re taking our market‐leading CRM to the next level, harnessing Salesfusion’s advanced marketing automation capabilities to streamline campaign management, drive personalized engagement, improve conversion and transform customer experience throughout the customer journey. Together, we’re enabling marketing, sales and service professionals to be more productive, take action on customer insights and focus on high‐impact value‐added offerings that create relentlessly relevant customer experiences.”


The integrated solution will be powered by a unified customer data platform that provides deep customer intelligence to enable relevant and personalized engagements. This will enable companies to create experiences that accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty on a mobile‐first platform that makes customer experience management easy and accessible for everyone.


“Sugar and Salesfusion share a common vision that the next wave of innovation in B2B is sharply focused on the customer experience,” said Logan Henderson, CEO of Salesfusion. “The fact is that customer experience leaders significantly outperform their peers, generating higher average order values, better customer retention and satisfaction and significantly improved brand awareness. Salesfusion provides strong capabilities designed to supercharge marketing efficiency and productivity making marketers more effective at delivering engaging, on‐point customer experiences. As part of Sugar, we’re bringing together the best of everything in customer experience ‐ marketing, sales, service and intelligent insights ‐ to empower companies to perform better and create customers for life.”


Going forward, Sugar will continue to sell, support and service both products as standalone offerings indefinitely. To accelerate innovation and scale, the company will increase investment in Salesfusion engineering, services and support resources.


“As a leader in transformational sales and marketing, W‐Systems is excited to see Salesfusion join forces with Sugar,” said Christian Wettre, president of W‐Systems. “Adding Salesfusion’s powerful marketing automation solution to Sugar’s market‐leading CRM enables an unequalled and comprehensive customer experience solution for companies everywhere. We’re proud to be able to offer such a cutting‐edge platform that will not only help our customers drive more revenue, but simplify their operations as well.”


Rebecca Wetteman, Vice President of Nucleus adds: “SugarCRM’s acquisition of Salesfusion complements a market leader in easy‐to‐use CRM with the comprehensive marketing automation capabilities of Salesfusion. A tightly integrated platform will accelerate time to value and increase both sales and marketing productivity by streamlining campaign creation, lead nurturing, and the handoff to sales. Both Sugar and Salesfusion’s focus on delivering value to customers make this a good match, and integration of the two will deliver even greater benefit for customers.”


Webinar for Sugar Customers and Prospects Sugar and Salesfusion executives will comment on the acquisition of Salesfusion during a live webinar, which is scheduled for May 29, 2019 at 8:00 AM PDT. Register here:


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.

Based in Silicon Valley, SugarCRM is backed by Accel-KKR. More than 2 million individuals in over 120 countries rely on SugarCRM.


To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


About Salesfusion

Salesfusion is the new standard in marketing automation designed for mid‐size companies. We focus on what matters most to marketers–streamlining campaign creation, understanding engagement, improving conversion and driving more revenue. Our powerful platform is intuitive, scalable and affordable and our experienced team is as hands‐on as our clients need them to be. Learn more at


SugarCRM Inc.®, the company that helps organizations build better business relationships, today announced that it has acquired the Collabspot email integration products from Collabspot Pte Ltd. These tools provide improved integration with email, taking another step towards SugarCRM’s vision to deliver the most intuitive and collaborative user experience whilst eliminating all data entry.


Collabspot, which launched in Singapore in 2012, integrates CRM systems with well-known email providers like Google and Microsoft, synchronizing emails, contacts and calendars to provide a 360-degree view of customers and communication with prospects.


The acquisition represents further progress for SugarCRM in its mission to develop an intuitive, collaborative tool that provides high quality actionable insights and recommendations based purely on the real time analysis of communications and information. It follows SugarCRM’s launch of Hint Insights last month, a tool that pushes proactive relevant signals and alerts to users via multiple channels to enable better decision-making.


The acquisition represents a strong signal in the SugarCRM growth story. Last week the business appointed Craig Charlton as its new CEO to lead its next stage of growth through a strategy of acquisition, an expanded product portfolio and organic growth.


Charlton commented: “This acquisition represents a significant tech step forward as we look to further integrate business productivity suites and CRM, two of the biggest communication data sources for businesses.


“Not only will it improve the quality of insight by ensuring that CRM is at the center of data and conversation, it also makes Sugar even more convenient and user-friendly for our customers. Looking forward, we’re excited about the prospect of integrating Collabspot into our core tools and future AI and predictive offerings.


“The acquisition makes great sense for the business and for our users, who told us that they wanted a product like this to be part of our core offering. By maintaining our focus on innovation and listening to our customers’ needs we’ll continue to provide a market-leading CRM experience and grow by adding real value to the many businesses we support around the world.”


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.


Based in Silicon Valley, SugarCRM is backed by Accel-KKR. More than 2 million individuals in over 120 countries rely on SugarCRM.


To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


The #1 CRM provider announced its 2019 global Elite Partners and recognized seven partners at its recent Sales Kick-off event.


SugarCRM Inc., the company that helps global organizations build better business relationships, has recognized seven of its key partners at a prestigious awards ceremony in Monterey, California. The SugarCRM Partner Awards recognize partner excellence across global, regional and customer experience categories, rewarding partners who provide significant value to SugarCRM customers.


This year’s Partner Excellence winners are:


SugarCRM also announced its 2019 Elite reselling partners.


From a global pool of nearly 200 partners, who each sell, deploy and support marketing automation, customer relationship management and customer care solutions, 24 resellers have attained Elite status with SugarCRM. These resellers represent 19 countries and operate across a broad range of verticals. Elite status represents SugarCRM’s top reseller tier and is only achieved by meeting exacting criteria that includes extensive product competency, deep technical certification, joint sales execution, customer retention and a proven track record of driving new business.


SugarCRM executive vice president of world-wide sales, Juan Herrera said: “The hallmark of this impressive group of Elite partners is how closely they engage with customers and prospects to discover business needs and then deliver the best ongoing service and support to those customers.


Collectively, they provide expertise in marketing automation, customer relationship management and customer care; a passionate commitment to discovering customers’ needs, and the skills to build innovative solutions to help customers reap the full benefits of choosing SugarCRM.


Our Elite Partners have delivered another consecutive year of 20 per cent plus growth, while six of them have seen revenues double during the last 12 months. We congratulate them on their success.”


SugarCRM’s 2019 Elite Partners:


SugarCRM acknowledged another important milestone for our most loyal resellers. This year we recognized eight reselling partners who have reached their 10-year anniversary:


SugarCRM chief executive officer Craig Charlton said: “I’d like to start by congratulating this year’s Partner Awards winners, the 24 companies that have attained Elite status for 2019 and our loyal resellers who have passed the 10-year mark.


“Our unique channel program brings together an impressive group of CRM experts to promote partnership, growth and an overall collaborative effort that ensures the best possible experience for partners, customers and users at every level.”


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market.


Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.


More than two million individuals in over 120 countries rely on SugarCRM.


Originally posted on March 6, 2019: SugarCRM celebrates top partners of the year  | SugarCRM

SugarCRM Inc.®, the company that helps organizations build better business relationships, today announced that it has appointed Craig Charlton as chief executive officer effective immediately. Charlton succeeds Larry Augustin, SugarCRM’s former CEO, who has been named chairman of the board of directors.


“Craig is going to take SugarCRM to the next level,” said Augustin. “His experience in accelerating growth organically and through acquisitions, his passion for acquiring and servicing customers at global scale and his expertise in building, selling, implementing and supporting Customer Relationship Management (CRM) systems make him an extraordinary fit for SugarCRM.” Augustin continued, “He is the right person to lead SugarCRM to the next stage of growth.”


Charlton has spent over 25 years building and running high-growth businesses. Most recently, he was CEO of Oildex, a provider of financial automation software and services for the oil and gas industry, where he helped the company achieve 150% bookings growth, leading to the company’s acquisition by Drillinginfo. Before joining Oildex, Craig was CEO of Abila, a provider of financial and CRM software and services to associations, nonprofit organizations and governmental entities. Abila, which was acquired by Community Brands, grew its revenues threefold and transformed its revenue base to a subscription-based (SaaS) model over a three-year period.


Prior to that, Charlton was senior vice president and general manager Asia Pacific at Epicor Software Corporation, an industry-leading ERP solution provider, where he developed and executed the company’s regional strategy, achieving consistent revenue and profit growth.


“I’m incredibly excited to join the SugarCRM team,” said Charlton. “SugarCRM has that rare combination of a passionate customer base, high-performing channel partners and market-leading solutions that help customers increase the productivity of their sales, service and marketing teams. The company has a relentless focus on delivering an intuitive user experience, dedication to technology innovation and significant market momentum. I’m honored to join all of the great people that have fueled SugarCRM’s success and look forward to helping the company accelerate growth.”


Larry Augustin will remain actively involved in the company as chairman of the board of directors. He will continue to assist the company with long-term strategy and customer evangelism. During Augustin’s tenure as CEO, the company grew revenue by 10x and established itself as a leading CRM disruptor with more than 5,000 customers and 2 million users in over 120 countries. SugarCRM is the number one vendor in the prestigious PCMag Readers’ Choice Awards with the highest Net Promoter Score in the survey.


“We’re starting a new phase of growth for SugarCRM,” added Charlton. “I’m grateful to Larry for building a company that has such a strong foundation and bright future ahead. The employees at SugarCRM are world class and the value that we are providing to companies worldwide has and will only continue to grow.”


Notes to editors:


About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience. More than 2 million individuals in over 120 countries rely on SugarCRM. To learn more visit or follow @SugarCRM.


NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.


Originally posted on February 14, 2019: SugarCRM Appoints Craig Charlton as New CEO | SugarCRM 

On December 15th, 2018, SugarCRM will be implementing changes to our public-facing portal to improve security and better protect our users. As a result of these improvements, the option to log in to SugarCRM portals will be removed and all users will be required to use their registered email address to authenticate. 

This change should be transparent for most users, but if you encounter any issues logging in to the community or other portals as a result of this change, please email for assistance. 

It was four years ago that I announced in my SugarCRM in the Next 10 Years post how SugarCRM would not be releasing new versions of the Sugar Community Edition CRM product, making Sugar 6.5 the last version of Sugar CE.  In mid 2017, we announced that Sugar 6.5 had reached it's end-of-life and would no longer be supported.  It is now time for the SugarCRM open source project to come to conclusion.


We are announcing today that the SugarCRM open source project and the corresponding Sugar Community Edition product are ending.  To be clear, SugarCRM has ended development and maintenance of the Community Edition. SugarCRM no longer issues new bug fixes, security updates and patches for the Community Edition, and will be soon removing all Community Edition downloads from


We want to thank all of the developers and users who made Community Edition such a special project for fourteen years.  For those curious about using Sugar, or users of Community Edition in production - we recommend starting a Free Trial of Sugar - get started here:


Thank you for your support over the years and we look forward to continuing the relationship with you as users of the Sugar Professional or Sugar Enterprise editions.


Clint Oram, CMO & Co-Founder

SugarCRM Inc.

Birds of a Feather SugarCon Sessions = User Groups


The SugarCon team has organized a series of Birds of a Feather sessions, providing SugarCon attendees a unique way to connect and share best practices and success stories with other Sugar users and experts from similar industries. These informal, open sessions allow SugarCon attendees to learn practical, helpful solutions in a relaxed and fun setting, as well as exchange ideas and network with peers.


In order to keep the SugarCon Birds of a Feather sessions conversations going, we are launching Online User Groups and Special Interest Groups in the SugarCRM Community!


These groups are available for EVERYONE, even if you are not able to join us at SugarCon this year -- all you have to do is join a group relevant to your interests in the SugarCRM Community. The groups, corresponding to SugarCon track sessions, are:

  • UG: ManufacturingHow to Gain and Retain Customers in the Manufacturing Business
    • Join the conversation at SugarCon - Wednesday, September 27th, 1:00pm
  • UG: Sales Automation: Deep Dive, Innovation & Best Practices
    • Join the conversation at SugarCon - Tuesday, September 26th, 2:00pm
  • UG: Finance and Insurance: How to Know and Win Over Your Customers
    • Join the conversation at SugarCon - Tuesday, September 26th, 1:00pm
  • UG: Professional ServicesHow to Optimize Relationships in a Subscription Economy
    • Join the conversation at SugarCon - Tuesday, September 26th, 3:00pm
  • UG: Marketing and Sales Alignment: How CRM and Marketing Automation Fit Together
    • Join the conversation at SugarCon - Wednesday, September 27th, 11:00am
  • UG: Customer Support / Customer Engagement: From "Customer Support" to Customer Delight
    • Join the conversation at SugarCon - Tuesday, September 26th, 4:00pm
  • SIG: GDPR Roundtable
    • Join the conversation at SugarCon - Tuesday, September 26th, 2:00pm


These groups are being launched ahead of SugarCon so that our community members can start conversations, bring up interesting topics, and get to know one another! Use the group links above to navigate to a group's page and simply click the "Join group" button to join the conversation. 


How to join community group


We hope you will be joining us at SugarCon 2017. For more information, check out the SugarCon website and the SugarCon space in the community!

New Sugar Release Process

Posted by snarang Employee Sep 18, 2017

We have some exciting news to share about SugarCRM moving to an improved release process for Sugar, our core Relationship Management product:


Sugar On-Demand

Our next Sugar On-Demand release, “Fall ‘17” is scheduled to go live on October 20th, 2017. Starting with that release, Sugar On-Demand will increase its release cadence to a quarterly cycle, delivering a more predictable and higher quality product. This means customers can count on faster product innovation with each quarterly Sugar On-Demand release.


Sugar On-Premise

Sugar On-Premise will move to a more predictable annual release model aligning with each year’s Spring On-Demand release. Each On-Premise release will roll up “production hardened” features from the preceding Summer, Fall and Winter Sugar On-Demand releases. This annual feature roll up will give customers more predictability in coordinating their Sugar On-Premise upgrade.


Should you have any questions, please don’t hesitate to contact your SugarCRM account representative or SugarCRM partner. We hope you are able to join us at SugarCon in San Francisco next week.

Best regards,


Shilpi Narang
VP, Customer Success
SugarCRM, Inc.

On June 27th, SugarCRM hosted a group of customers and partners at our headquarters in Cupertino to celebrate the release of our new relationship intelligence tool, SugarCRM Hint! Hint is designed to accelerate call preparation time by providing sales people with all the customer contact and social network information they need with just a name and an email. 


We wanted to share some pictures from this event and invite you to learn more about Hint during our Hint webinar on Thursday, August 10th at 2pm EST / 11am PST.



Read the report from Nucleus Research, a leading technology analyst firm, for their take on it (they found Hint pays for itself!) Or, if you want to get right to it, sign-up now for your free 30 day evaluation.

We are pleased to announce new prescribed Online Role-based Learning and new Live Training courses to make Sugar adoption and advanced training even better on Sugar University. All of the courses found in Sugar University are available to Sugar customers and partners.


Online Role-based Learning Pathways

Enrolling in a learning pathway is a great place to start learning the essentials of Sugar at your own pace. Our learning pathways are built based on select job roles and functions, such as End Users, Marketing Users, Sales Operations, Administrators, Developers, and more.

Check out all of our learning pathways >


New Live Training Courses

Introduction to Sugar

for End Users

(virtual, 4-hour class)

This introductory course is for new Sugar users who are looking for practical, hands-on experience to help them hit the ground running with Sugar. We will cover how to navigate Sugar efficiently, personalize your dashboards, manage and create records, and activities.

Sugar Reporting

(virtual, 2-hour class)

This course is for any Sugar user that is looking to learn how to run reports efficiently in Sugar. We'll provide you the practical hands on experience necessary to use Sugar's Reports module to run, share, and schedule the reports you need.
Working with Sugar Studio (virtual, 3-hour class)This course is for new administrators who are looking for a quick way to get started configuring Sugar to meet their business needs. Learn how to leverage Sugar's powerful interface to create/customize fields, hide unused fields, change page layouts, and create relationships.

Using Sugar Logic

(virtual, 3-hour class)

This course will give administrators the tools necessary to use Sugar Logic to create calculated and dependent fields in existing or custom Sugar modules.

Record & Module Level Security

(virtual, 4-hour class)

This course provides administrators with an understanding of Sugar's robust security model, and how it can be used to manage user access within the application. Learn how to effectively use Teams and Roles to control how your users interact with your company data.

Introduction to Advanced Workflow

(virtual, 4-hour class)

This course is for administrators who would like to explore Advanced Workflow and all it has to offer. Learn how to work with Sugar's Advanced Workflow to create process definitions, process business rules, process email templates, and how to manage running processes.



Ellen True

Support Site Updates

Posted by Ellen True Employee Apr 17, 2017

I'm very pleased to announce some recent updates to SugarCRM's support site! In addition to updating the look and feel, we've made some exciting functional changes that improve the site's usability:


Search has moved to the top header. It will remain accessible as you move through the site thanks to the headers sticking as you scroll.

Search Filters

Select filters to narrow your search results and find the content you need. If no options are selected within a filter box, results from all options will be shown. If two or more options within a box are selected, pages matching either option will return.

Default Version and Edition

The Version and Edition filters will default to the version and edition you've selected via the User menu. You can also make your selections via the search results page by clicking "Set Default" in the relevant boxes. In addition to improving searches, these settings control where you land when clicking smart links in our content.

User Menu

The User menu at the top right provides the following functionality:

  • Defaults : Select the version and edition of Sugar you use. This will automatically filter your search results as well as control where you land when clicking smart links in our content.
  • Case Portal : For support-authorized contacts, access your SugarCRM Support cases.
  • Profile : View and edit your user profile.
  • Log In / Log Out : Log into your account to leave page ratings as well as to access the case portal, downloads manager, etc.

Case Portal

The Case Portal is still easily accessible in the grey header. The portal can also be accessed via the User menu.

Persistent Headers

When you scroll, the top header will remain visible, making it easy to search or navigate elsewhere on the site. On pages showing a navigation tree and table of contents, the header of the left menu also now persists while the menu below it scrolls.


Many thanks to Jerry Clark and his team. Check out the changes at and let us know what you think!

We recently launched a new customer engagement program called Sugar Insiders. The purpose of this program is to educate new customers and recognize existing customers that go above and beyond when it comes to using Sugar and interacting with our brand. Please read our program overview below to learn more.


Program Overview:

Sugar Insiders is your diving board into all things Sugar. Where we give you the latest news, ask for product feedback and reward you for your engagement along the way. Whether you just want to stay in the loop, participate in exclusive customer beta programs, or want Sugar swag, we want you.


Rebecca and I will post challenges where you will earn points for completion. As you complete challenges, new ones appear and you will start to get recognized for your engagement on our customer leaderboard. If something new or important is happening, we’ll post it here so you’ll be the first to know. And remember all those points you’ve been stacking up? They can be redeemed for gift cards, hoodies, stickers or even tickets to our annual user conference, SugarCon.


If you don’t want to help us “spread the word” with a tweet, that’s okay! But we’d really like your feedback and to reward you for being the passionate vocal customer that you are.


With that we are thrilled to invite you inside.



Keith Nyberg & Rebecca Jukoski


How to Join:

You can request access to join Sugar Insiders here: Join Sugar Insiders | SugarCRM 

Already a member? Login here.

Program Dashboard:


Challenge Examples:

Here's the latest round of Knowledge Base articles available on the Support Site! Kudos to Sugar's Support team for contributing their brains and understanding of our customer needs. We hope it's helpful! Feel free to comment with any administrator or end-user topics you'd like to see written.



Excluding Recipients From a Campaign  New

Removing Invalid Email Addresses From Campaigns  New

Removing Required Fields From Web-to-Lead Forms  New

Troubleshooting Missing Subpanels in the Campaigns Module  New

Connectors and Integrations

Creating Cases Via the Twitter Dashlet  New

Integrating With Google for Admins  New

Integrating With Google for End Users  New

Integrating With GoToMeeting for End Users  New

Integrating With GoToMeeting for Admins  New


Import and Export

Exporting Records With Special Characters  New

Importing Revenue Line Items to Relate to Opportunities New



Identifying User Roles via Advanced Reports New

Reporting on Record Change Logs via Advanced Reports New

Reporting on User Activity  New

Reporting on Users Counting Towards Licensed User Accounts  New

Troubleshooting Missing Results in Reports  New

Understanding Sugar’s Stock Reports  New

Understanding Tracker Reports  New


End Users

Reordering Subpanels for End Users  New


Troubleshooting, etc

Sending a Log File From SugarCRM Mobile  New

Troubleshooting Connecting Sugar to Gmail  Updated

Troubleshooting Outlook Not Displaying the Sugar Toolbar  Updated

Troubleshooting Sticky Account Names on Leads  New

Using Private Browser Sessions to Troubleshoot  New



Adding a Field to Mass Update  Updated

Calculated Field – Determining If a Field is Blank  Updated

Changing a Dropdown Option’s Database Name  New

Converting a Multiselect Field to a Dropdown Field  New

Creating Role-Based Dropdown Lists  New

Creating Role-Based Record Views  New

Editing a Module’s Dashlet in Sugar 7  New

Increasing the Size of the Web Page Dashlet  New


Process Author

Assigning Records to New Users Using Process Author  New

Capturing the Sales Stage When an Opportunity Closes  New

Triggering on “To” and “From” Field Vales in Process Author  New



Capturing Case Time to Resolution Using Sugar Logic and Workflows  New

Troubleshooting Workflow Alert Emails Failing to Send New


PDF Manager

Changing PDF Logos in PDF Manager  New

Introduction to Smarty Modifiers for Sugar PDF Templates  New


Users, Roles, and Teams

Creating Users  Updated

Handling Obsolete User Accounts  New

Understanding Admin and Developer Access in Roles  New


Password Management

Configuring SSO With Active Directory’s ADFS  New


Health Check

Health Check Error: Found usage of array functions on $_SESSION in files  New

Health Check Error: Invalid Process Author Field Use  New

Health Check Error: Invalid Process Author Serialization  New

Health Check Error: PHP Error in File  New



Converting Address’ Country field to a Dropdown  New



Ellen True,
Knowledge Manager