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A few time ago we shared how to save time and improve personal efficiency using a power of SugarCRM platform and TimeLine Viewer, a Sugar 7 add-on for collecting any important events from Sugar database or from other systems and visualising them like a news feed.


Now everyone can use TimeLine Viewer not only on a Sugar desktop application but also on iPhone, iPad or gadgets on Android.

Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM


SugarCRM introduced a new version of Mobile SDK in Fall’17 release. It allows extending regular Sugar Mobile and literal moving of key CRM events at Sugar users’ fingertips.


In addition to the power of regular Sugar Mobile, you get an easy way to be informed about all-important CRM changes from TimeLine Viewer wherever you are.


Anyone who needs to work on the move will evaluate the easy way to analyse important changes using usual dashboard’s dashlets like news feeds, configuring them by type and nature of events: funnel changes; leads & customers communications history; key customer cases’ and issues’ changes etc.


Only three touches are needed to receive a full picture by particular object: 1) touch the object you are interested in; 2) select the “Dashboards” tab and 3) touch the “My TimeLine” dashlet to get a full picture on a single screen.

It works for any CRM object (lead, customer, contact, opportunity, case, etc.), both regular and custom.

Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM


You will be able to see from one feed the changes of important fields and create new related objects, read emails directly from the feed even if you are not the author and on the list of TO or CC. It’s also possible not only for emails but also for any other event with the description (call, meeting, note, task, etc.)


The collaboration directly from the feed will save a lot of time for you and your teammates. You no longer need to waste time on describing the context of your questions or comments. Logic Builder: How to create Timeline Viewer event for a Call in SugarCRM You just select a particular event from the feed and type a message, question or recommendation. You can add calls for the particular colleagues (they will receive a notification); add active web links or links to the CRM system objects for making your message more focused, informative and useful. In this way, you can use the full power of your team and share team knowledge with all authorised users without any effort.


We hope that Sugar Mobile users and especially SugarCRM partners will enjoy TimeLine Viewer mobile features especially given the possibility to configure new TimeLine events tailored to your unique needs without programming. Logic Builder allows creating new events in minutes and does not require programming.


It is just the beginning of moving TimeLine Viewer features into Sugar mobile. If you have ideas for improving TimeLine Viewer, join us. We would be glad to work together as a team.


Sincerely yours,
Integros team


p.s. We would like to thank SugarCRM Mobile SDK development team for their help and support.


p.p.s Anyone willing to know more about how mobile CRM allows saving time and improving individual efficiency can watch this webinar.

Who are the dominant players solving data ratio and relationship intelligence problems? Not sure? SugarCRM and Accent Technologies have teamed up to take that title. No matter what you call it, with AI (Artificial Intelligence) or any assistive technology, it’s important to focus on the problems they are trying to solve.  Increase output of the CRM, be assistive to the sales rep and ultimately be intelligent enough to help drive change.



Here are a few things we will dive deeper into on AI, data ratios and driving change. 


  • Data sources are critical.

Data sources may grow in size, you may have more of them and maybe more variables that contribute to the big picture, so the more data you get in, the richer the output.  But this doesn’t mean manually entering more data, this means automating data entry plays a key role. Being able to leverage various data sources will paint a better picture in the end.  This makes it critical to ensure the solutions you look at, are tapping into quality data sources.  SugarCRM’s Hint and Accent’s CRMSupercharger do just that.


  • The tools should aim to improve the data ratio problem – not make it worse.

No one wants to manually enter data. Let’s be real – there is not a single seller today that likes to put data into a CRM.  They all do it because they have to—either because of a mandate enforced by leadership or their desire to track customer relationships at that level of detail. Think about what automated data entry, an analytics engine that can seamlessly connect to different data streams, and a tool that brings back a full buyer profile from just an entered email address can do for your sales organization (Hint).  It can change the perception a seller has about CRM.


It’s a pretty simple concept, but it’s often overlooked. Organizations are quick to mandate the data entry by their reps, but is that the best approach? We like to think that your reps bring more value when selling, not entering data. Ensure your sales tech solutions are capturing data sources and improving the data ratio problem, not requiring more data entry, which is the case with SFDC’s Einstein. Just look at the release notes. Really? Enough said.


Now let’s look at getting visibility and driving change. What can intelligence do for the sellers?

Experienced A-players know where to focus and what to do next, so make sure you are learning from that. Also, make sure that new sales strategies that come from the top-down are being supported and executed on at the ground level on the frontline. Let me give you an example: One of our clients is experiencing the following:

  • Major competitor is a disrupter in the industry
  • Revenue decreasing 6% YoY
  • Need to differentiate with new services offering
  • Reps need to pivot in new direction
  • Sales leadership needs to change rep habits to focus on new sales strategy


What do you do? Do you trust sales teams to go down an unknown path of selling services? Do you have weekly calls evangelizing the importance of the services offerings?


Both, but at the end of the day, you can’t affect an outcome. You can only affect the activities and the effectiveness of those activities to meet the objectives.  As stated before, the outcome is a result.   


Visibility of activities, effectiveness and objectives is important in the realm of AI or assistive technologies.  We need intelligence that can guide sellers in the right direction.  Accent’s CRMSupercharger in SugarCRM  provides visibility and allows you to leverage standard models out of the box to guide and prioritize deals for your reps. But we also give the steering wheel to our clients and work with them to set their own parameters. This allows them to prioritize the right opportunities for the business and subsequently indicate to sellers what are the most attractive opportunities to pursue. You’ve got the sales strategy, but Accent can operationalize it. Now that is big value.


Finally, acquiring new accounts requires time and research to determine who to talk to next, what role they play in the purchase process, how you make a connection to them, etc. If you are missing this, the AI assistance is falling flat. This is where Hint comes in. Accelerate the call prep time and reduce the amount of research you need to make a connection.  Then enhance the overall picture with Accent’s CRMSupercharger by visualizing the engagement and the role of each contact. What does that mean? Well, visualize who is at the buying table, who your champion is, who your economic buyer is, who is engaged and to what extent.

Pictures tell stories.  Weigh the difference.  Do you prefer an analytics driven picture powered by Accent or a 1 paragraph summary of words and notes in an email from your rep? And if I had to bet, I’d say you’re still waiting for that summary from your rep.


As the world becomes more sophisticated and we get more complex, we will be in a great position to adopt assistive technology for more insight and maximizing peoples time. Keep in mind they should always be solving a problem and providing business value.

Post originally published by FayeBSG Project Manager, Vicki Leopold 

Certifications. This is definitely a hot topic and can drive some very passionate discussions. It seems there are two camps – those who support them and those who don’t. Many will claim that certifications show only that one can study, take a test, and pass. They will argue that having the certification doesn’t mean that the certification holder can do his or her job any better than a person without a certification. Others will argue that having a certification shows a basic knowledge of the subject and shows that the certification holder was motivated to invest the time and energy to learn the material well enough to pass the test.


We fall into the second camp here at FayeBSG. We believe that a Sugar Admin Certification is a worthwhile investment of time. The exam tests a lot more than just one’s knowledge of basic configuration and screen navigation. Many of the questions cover scenarios of user and technical issues that occur every day, requiring an admin to troubleshoot, find, and fix the issue. Answering the exam questions correctly requires the knowledge of someone who has had experience with the product. You can argue that on a multiple choice test, one can simply guess their way through and pass, but it’s unlikely that any test taker is lucky enough to guess their way through 70 questions, many of which have answers that are very close to being correct or have multiple correct answers to choose from. It takes experience to get a passing score on this exam.


The bottom line is that holding a Sugar Admin Certification shows that you have more than a basic knowledge of the product – it shows that you also have experience as well, and that is valuable to you as a job candidate and to your employer. If you have the experience but don’t yet have the certification or don’t feel you need it, why not take the test anyway? It’s 90 minutes of your time, and you just might learn that you don’t yet know everything!


Participate in the Sugar Certification Program to validate your knowledge, skills, and abilities on Sugar best practices. Learn more here: Sugar Certification Program - SugarCRM 

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