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2020

Bots, or programs built to do automated tasks, encompass an enormous amount of online activity and by some estimates are responsible for more than half of total web traffic! There are many useful actions that bots take on our behalf, but they can also be used for malicious purposes such as impersonating humans for click-fraud and carrying out distributed denial-of-service (DDoS) attacks.

 

Marketing automation providers, like Sugar Market, had been largely unscathed by bot activity, but over the past year we’ve noticed a spike in email click metrics and unusual data associated with them, such as a high number of link clicks immediately when the email is delivered (and sometimes even before the email registers as being opened), or a high number of clicks coming from a singular account or domain.

 

The implications of bot activity can be significant - one being a lack of visibility into the accuracy of your marketing metrics. Not only have you been possibly reporting higher click-through metrics, but there is a larger impact on your scoring, nurture campaigns (automation being triggered based on false events) and reporting.

 

Before we can address this issue, it is important to take a step back and understand why bots are only now affecting email activity.

 

Bot activity in email is typically security software designed to identify and prevent links to malware or phishing attacks. The security software will open the email and engage with the corresponding links, following them through the redirect and examining it for signs of malicious intent.

 

These security filters are more common in industries that collect highly personal information, such as healthcare or finance, making the impact of bot activity more significant in B2B marketing compared to B2C marketing.

 

So, what did Sugar do about it?

 

For us, identifying bots and separating them from legitimate human engagement has been a top priority over the last few release cycles. Today, we’re proud to announce a redesign for email reporting that identifies and separates legitimate email engagement from that generated by bots. This change is being made so that as marketers, you have more clarity and insight into your results.

 

We built Sugar Market to help increase engagement and boost quality leads, and by filtering out this bot activity you’ll have better insight into which marketing programs are most effective, improve campaign ROI, and drive growth for your business.

 

For more information about this release, please refer to the Bot Click Remediation FAQ.

Sugar Mobile 16.1 is now available for download on iOS and Android devices.

 

This release enhances the use of tags in Sugar Mobile by introducing the abilities for users to filter by tags in Global Search and to tap a record's tag in detail view to see a list of all records in Sugar with that tag. This release also updates the quoted line item worksheet totals so the totals footer on Quote records' Quoted Line Items tab now matches the configuration in your Sugar instance's Quotes Configuration. More details about this update may be found through the following release notes:

Sugar Mobile for Android Release Notes 16.1

Sugar Mobile for iOS Release Notes 16.1

 

Sugar Mobile 16.1 is compatible with Sugar 8.0 and above. Please review the Mobile Supported Platforms page for more information about device compatibility.

 

All existing installations of Sugar Mobile will be upgraded through the phone or tablet’s native upgrade functionality. Alternatively, upgrades can be performed by searching for “Sugar Mobile” in the application store for your device or using the following links:

Google Play Store

Apple App Store

 

Mobile Developers

Sugar Mobile SDK version 16.1.527-1.4.2-2 is now available for Sugar Mobile developers to extend the capabilities of the Sugar Mobile app and distribute their custom apps through the Apple App Store, Google Play store, or, for ease of distribution and control, through an MDM.

 

This version of the SDK corresponds to the production version of Sugar Mobile 16.1.527-1.4.2-2. More information on this release of the SDK can be found in the Mobile SDK Release Notes 16.1.527-1.4.2-2. Installation and usage documentation for this can be found on the Mobile SDK page in the Support portal and at the following links:

 

This latest Mobile SDK is available for Sugar customers or Sugar OEM Partners (for use and distribution with their authorized OEM solution) running Enterprise or Ultimate editions of Sugar 8.0 or higher. Please review the Mobile Supported Platforms before customizing the SDK. 

 

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Rich Green

Sugar Winter '20 Is Live

Posted by Rich Green Employee Jan 14, 2020

Sugar Winter '20 has been released and is now available for all SugarCloud customers running Sugar Sell, Sugar Serve, Sugar Enterprise, and Sugar Professional.

 

The Winter '20 release further advances Sugar’s robust suite of customer experience solutions, empowering your marketing, sales, and service teams to collaborate across the entire customer lifecycle for more meaningful, memorable experiences. Learn more about the first intelligent, no-touch customer experience (CX) platform and how to exceed expectations and create customers for life:

 

This release represents the next step in the SugarCRM quarterly feature delivery model, providing accelerated delivery of new innovations for Sugar Cloud customers, as well as greater predictability for Sugar updates for on-site customers.

 

In the video below, Zac Sprackett (Senior Vice President of Product Management) and I discuss key, recently introduced features across the entire Sugar customer experience landscape:

 

 

Sugar Winter '20 includes the following feature updates for customers leveraging the SugarCloud platform:

Sugar Sell

The Winter '20 release of Sugar Sell helps you build long-term customer relationships by automating and streamlining renewal management. This release introduces a new set of features specifically designed for businesses competing in the subscription economy, providing all of the tools you need in one place to manage your accounts and renew business, including: 

  • Service products, subscriptions, and other duration-based products can now be added to the product catalog and added one-off as revenue line items and quoted line items.
    • When a line item is identified as a renewable service and its parent opportunity moves to the "Closed Won" status, a future renewal opportunity for the next service period will automatically generate.
    • Several new service-related fields have been added to the Accounts, Opportunities, Revenue Line Items, Quoted Line Items, and Product Catalog modules including Service (checkbox), Service Start/End Date, Service Duration, Renewable (checkbox), and Date of Next Renewal.
    • The service's end date on revenue line items and quoted line items is automatically calculated using the line item's start date and the duration taken from the product catalog.
    • Accounts can be configured to show a Date of Next Renewal field, which reflects the earliest expected close date from all of the account's related, open, and renewable revenue line items. This is a reportable field that is hidden by default but can easily be added to account layouts in Studio.
    • New quote and invoice templates containing service-related fields have been added to PDF Manager for the Quotes module. The templates are named "Quote (with services)" and "Invoice (with services)" and can be accessed from a Quote record's Actions menu.

 

 

 

 

  • The Renewals Console home page dashboard provides a powerful work environment for Customer Success Managers to manage accounts and opportunities in the renewal pipeline.
    • The Overview tab contains several dashlets that help users plan their current work. 
    • The Accounts tab displays the user's accounts with those having a pending renewal at the top of the list, sorted by the date of the next renewal. 
    • The Opportunities tab displays the user's open opportunities sorted by the expected close date with overdue opportunities shown first.
    • Clicking on records in the console opens a drawer where you can review subscriptions and related records and activities, log progress, and communicate with customers.
    • The console can be configured to modify its dashlets and, for the Accounts and Opportunities tabs, change each list's filter and sort order.

  • The Active Subscriptions dashlet can be added to the Account record view dashboard and shows a list of all of the current account's revenue line items which are in a "Closed Won" status, marked as "Service", have a start date in the past, and have an end date in the future.
  • Support for negative "Likely" values, which can be used for credits or price adjustments, has been added to the Revenue Line Items module.
  • Enhancements for Interactions dashlet
    • Users can now click anywhere within an interaction's row to expand or collapse the rows in the Interactions dashlet. 
    • The Interactions dashlet is no longer filtered and now displays all (i.e. scheduled, held, canceled) calls and meetings related to the record being viewed.

 

Sugar Serve

The Winter '20 release of Sugar Serve helps you build long-term customer relationships by streamlining customer service operations, introducing functionality to monitor and analyze SLA metrics and ensuring customer SLA requirements are met. This release also allows customer service managers to determine time spent actually working on cases by tracking how long a case stayed in each status.

  • Case SLA tracking and trends
    • Ten new fields have been added to cases to track trends in first response SLAs and case resolution time, using both calendar hours and business hours.
    • Nine new stock reports based on the Cases module are available for tracking SLA success and variance.

 

  • Case status tracking and trends
    • Change timers, which capture how long a field remains in each state, can be used in reports to identify trends in case processing.
    • Four new stock reports based on the Change Timers module are available for tracking historical trends in case status updates.
  • The Resolved Date field in the Cases module now automatically clears if the case is re-opened.
  • Sugar Serve includes several new stock SugarBPM process definitions which can be modified to suit your needs:
    • SLA management: A V2 version of the Case Follow-Up Date Management template has been added with further functionality around first response SLA management, including tracking when the first response was sent and whether or not the SLA was met.
    • Portal registration: When a new portal user is created, this template informs the owner of the newly created contact through email and then acknowledges the portal registration via an email to the new portal user.
    • New note notification: When a new note is added to a case, this template emails the appropriate recipient, either the case owner or the primary contact; if no primary contact exists, it updates the note description instead.

 

 

 

  • Enhancements for Interactions dashlets
    • Users can now click anywhere within an interaction's row to expand or collapse the rows in the Interactions and Case Interactions dashlets. 
    • The Interactions and Case Interactions dashlets are no longer filtered and now display all (i.e. scheduled, held, canceled) calls and meetings related to the record being viewed. 

 

Sugar Ultimate / Enterprise

  • Services and other duration-based products can now be added to the product catalog and added one-off as revenue line items and quoted line items.
    • Several new service-related fields have been added to the Accounts, Opportunities, Revenue Line Items, Quoted Line Items, and Product Catalog modules including Service (checkbox), Service Start/End Date, Service Duration, Renewable (checkbox), and Date of Next Renewal.
    • The service's end date on revenue line items and quoted line items is automatically calculated using the line item's start date and the duration taken from the product catalog.
    • New quote and invoice templates containing service-related fields have been added to PDF Manager for the Quotes module. The templates are named "Quote (with services)" and "Invoice (with services)" and can be accessed from a Quote record's Actions menu.
  • Support for negative "Likely" values, which can be used for credits or price adjustments, has been added to the Revenue Line Items module.
  • The Resolved Date field in the Cases module now automatically clears if the case is re-opened. 

 

Sugar Professional

 

This release also includes additional fixes to address issues in previous releases of Sugar, detailed in the Serve, Sell, Ultimate, Enterprise, and Professional Release Notes.

 

Customers hosted in the Sugar cloud environment will receive further communication regarding their automatic upgrades shortly per the Sugar Cloud Policy Guide - Upgrade Policy. Please visit the Supported Platforms page for a complete list of supported browsers and other platform information.

 

Sugar Winter '20 Developer Resources

Our Developer Advocacy team has made available the following resources to assist developers with the changes associated in this release:

 

Additional Documentation & Release Notes

To learn more about the new features available, as well as the additional fixes to address issues identified in prior releases, please review the following content:

If you want to ensure you are up-to-date on all our latest releases, please click the ‘Follow’ button under the Releases space in the community.        

SugarCRM is pleased to announce that version 5.2.0 of the Customer Journey Plug-in is now available.

 

This latest release introduces the ability for administrators to limit the number of running journeys allowed for a template per parent record using the Active Journey Limit field on the customer journey template record. This release also introduces support for Sugar's upcoming Winter '20 release and addresses issues identified in prior releases of the Customer Journey Plug-in. More information on this release can be found in the Customer Journey Plug-in 5.2.0 Release Notes.

 

More information on the Customer Journey Plug-in, including the user guideadmin guideinstallation guide, and the supported platforms can be found on the Installable Connectors page.

 

Customer Journey Plug-in 5.2.0 can be downloaded through SugarExchange.

 

If you want to ensure you are up-to-date on all our latest releases, please click the 'Follow' button under the Releases space in the community.