Rich Green

Sugar Winter '20 Is Live

Blog Post created by Rich Green Employee on 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.        

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