Sugar Serve, a customer engagement solution, and Sugar Sell, a sales automation solution, are new product offerings beginning with version 9.1.0. When migrating from Sugar Enterprise to Sugar Serve or Sugar Sell, customers should keep in mind that there are a number of features (e.g. Accounts, Contacts) available between the Sugar products that will continue to be available after migration, but there are also key features that are exclusive to certain products. For more information on the features available for each license type, refer to the User Management documentation. Please note that your database will preserve the data for any modules which are no longer available following the migration.
This article covers the different settings and functionality an administrator will need to configure to get their users up and running after migrating to Sugar Serve or Sugar Sell.
Once your instance has been migrated to Sugar Serve or Sugar Sell, an admin user will need to mass update all active user records with the new license type (e.g. Sugar Serve). For more information on mass updating records, refer to the User Interface documentation. Please note that if your organization purchases Sugar Serve or Suga Sell for a particular group of users (e.g. customer service team, sales team) instead, then the administrator will need to mass update the license type for those specific subset of users. For more information on license types, refer to the Understanding User Types, License Types, and Sugar Licenses article.
For Sugar Serve, there are some actions that must first be performed in order for your customer service agents to leverage certain key features.
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). In order to use this SugarBPM template in your Sugar instance, there are certain actions that must first be performed such as creating and configuring your business centers, configuring the Account module’s Service Level field, configuring the Case module’s Priority and Status fields, etc. For more information, refer to the Getting Started With SugarBPM for Sugar Serve article.
Service Console provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and a cohesive case research and action experience. Out-of-the-box, the Service Console dashboard is shared with the Global team and set as a default dashboard. So, it will appear in the home dashboards list for all users who are members of the Global team and have a Sugar Serve license type. Please note that an admin user may need to alter its Team field to share the Service Console dashboard with members of the service team so they can access the dashboard.