Sugar Winter '20 Is Live

https://www.youtube.com/watch?v=__Vjpi0y1ac

• 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.

• Users now have the option to edit a record's fields when previewing the record from a related-records subpanel. 

• 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.

• The Cases tab of the Service Console can now be configured to modify the list's filter and sort order.

• 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. 

• Users now have the option to edit a record's fields when previewing the record from a related-records subpanel. 

• The New Portal Users Awaiting Activation report lists the contacts that have recently registered in Sugar Portal but have not yet been activated.

• 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. 

• Users now have the option to edit a record's fields when previewing the record from a related-records subpanel. 

• Users now have the option to edit a record's fields when previewing the record from a related-records subpanel.