The SugarBPM section (known as Advanced Workflow prior to Sugar 9.x) includes topics covering managing and troubleshooting process definitions, process business rules, and process email templates.


In many businesses, new leads, opportunities, and accounts are assigned to sales representatives or other employees based on location. For example, one employee may be responsible for accounts located in California, while another employee is responsible for the accounts located in New York. Using SugarBPM, organizations can leverage the Process Business Rules and Process Definitions modules to automatically assign records based on the geographic location of the person or business in the record.

When using SugarBPM, a process email template is required in order to send email alerts or notifications from a process definition. This article will go over how to resolve blank email notifications sent via the Send Message event in a process definition. 

When using the SugarBPM™ Visual Designer for creating process definitions, a validation job periodically runs to inspect the layout and configuration of the process definition's elements. The validation job may run automatically at regular intervals configured in Admin > System Settings, and the administrator may also manually trigger the validate action at any time from the designer toolbar. This article explains the errors and warnings that may be returned on validation and how to resolve them.

It is common practice to notify specific teams or users when an important record is created in Sugar®. This article covers how to use SugarBPM to design a process definition that automatically sends email notifications to select teams or users upon record creation.

It is common practice to notify specific teams or users when an important record is created in Sugar®. This article covers how to use SugarBPM to design a process definition that automatically sends email notifications to select teams or users upon record creation.

When cases are assigned to users in Sugar®, there may be occasions where the case remains idle in New status for a length of time. For example, user John Smith is assigned a new case but fails to address the case even after two days have passed. To prevent situations such as this, you can utilize SugarBPM to create escalation processes within your organization. This article will walk you through creating an automated case escalation process that reassigns cases to the next support tier based on how long the case has been open.

Sugar's workflow functionality has long allowed administrators to configure automatic responses to the data entered into Sugar®. While workflows are powerful and convenient, their ability to automate advanced, multi-step business processes is limited. To provide additional business-process functionality, SugarBPM™ is available for all editions of Sugar other than Professional. This article describes some of the similarities and differences between SugarBPM processes and Sugar's legacy workflow offering.

This article explains several ways to use SugarBPM to assign a Sugar record to a new user.

SugarBPM™ enables administrators to streamline common business processes by managing approvals, sales processes, call triaging, and more. The SugarBPM suite consists of four process-related modules that work together to automate complex business processes. While SugarBPM makes building business processes simple with a graphical drag-and-drop interface, it is easy to get overwhelmed by the breadth of capabilities available. This getting started guide will help make sense of the basic steps and best practices for automating business processes using SugarBPM.

At which point in the sales cycle does your team typically win or lose business? In order to track and report on this insightful data in Sugar, you need to know what the opportunity's Sales Stage value was before it changed to "Closed Won" or "Closed Lost". This article uses SugarBPM to capture the last sales stage before an opportunity closes.

When working with SugarBPM, form-based activities can pause a process while a user approves, rejects, or reviews a record. Often, the types of user assigned to these activities share a common organizational role. SugarBPM allows you to delegate tasks to users within a particular role by placing them in teams. This provides security benefits, as only users belonging to that team can make changes to a record or administer an approval. For example, the Customer Support team should not typically adjust the status of a quote record. Instead, this activity is better suited for the Sales Management team to handle. This article will cover how to best to evaluate your business process, create the appropriate custom teams, and create a process definition that allows a specialized team to claim pending approvals.

Administrators can export process definitions created via SugarBPM and import them into the same or another qualified Sugar instance. This article covers best practices for exporting and importing process definition records.

Sugar Serve includes a stock SugarBPM™ template that sets case follow-up dates on new and in-progress cases according to your organization's Service Level Agreements (SLAs). To use this SugarBPM template in your Sugar instance, you must first perform several actions:

This article covers how to use SugarBPM to trigger a process or a step in a process based on a field changing from one value to another specified value. This is useful in a variety of situations where certain "From" or "To" values for a field have special significance in your business flows.

Sugar has several stock SugarBPM™ templates available to users based on their license type. Three of these are Sugar Serve templates that work together to automate customer service processes:

Process definitions created in SugarBPM may contain Wait events which pause the execution of a process by a certain time interval. If a Wait event or supporting mechanism is not properly configured, the flow will be halted indefinitely, thereby stopping the flow of the process. This article covers some common reasons that a process may get stuck on a Wait event.

In Sugar versions 9.1 and higher, it is possible to create process definitions that target the Emails module. When doing so, it is highly valuable to trigger processes based on an email's direction (i.e. inbound or outbound). However, there are some special cases to be aware of around the four available values for the Direction field. This article outlines how each of values should be evaluated and any considerations to keep in mind when designing a process definitions targeting the Emails module.

Reach out to us for help