Sugar CRM Notes

GETTING STARTED
OVERVIEW
Understand Customer Relationship Management
Learn about the customer relationship management marketplace.
How Do I
...
Understand Customer Relationship Management
Understanding Customer Relationship Management will help you get the
most from your Sugar implementation.
Introduction
Customer Relationship Management (CRM) is a set of technology-enabled
business processes that enable you to create more consistent and profitable
interactions with your customers.
This guide will enable you to understand:

•Customer Relationship Management
•Customers Interactions
Objectives •Challenges with Customer Interactions
•How to Improve Customer-Facing Interactions
•How to Automate Customer-Facing Processes
•Your CRM Strategy
Most companies engage in some form of customer relationship

What is management. When a company builds a customer list, assigns opportunities
Customer to sales representatives, or handles customer support cases, they are
Relationship undertaking CRM-related activities.
Management? CRM applications standardize, automate, and share these activities across
organizations to improve how companies interact with their customers.
Before adopting a CRM application, companies should understand how they

interact with customers in order to understand the benefits they can derive
from CRM applications. Some questions to ask are:
How do I segment prospects and present them with compelling marketing
How Does Your •offers?
Company Does my sales force effectively manage opportunities and coordinate their
Interact with •sales process across individuals and teams?
Customers? •How does my support organization handle customer issues?
Are my employees communicating effectively across teams and
•departments?
Does my management team have the insight across marketing, sales, and
•service to make the correct decisions?
Challenges with
The graphic below illustrates some challenges companies face in key
Customer
Interactions functional areas.
CRM applications allow companies to improve customer-facing interactions

across various channels; including sales, partner channels, the Web, and
call centers.
Improving To accomplish this, CRM systems often tie into other core systems that help
Customer Facing to run the business; including accounting, order management, enterprise
Interaction resource planning (ERP), manufacturing, provisioning and supply chain
management systems.
The graphic below shows how CRM can manage important customer-facing
functions across channels and systems.
CRM applications automate certain customer-facing processes and provide
Automating
solutions around key functional areas to enable companies to interact with
Customer Facing
Processes customers in a more consistent, structured approach. The solutions are
described in the table below.
Functional Area Description

Improves sales performance by allowing sales representative to
track and share opportunities, manage and up-sell into existing
Sales Force Automation
accounts, coordinate activities across teams, monitor pipeline
(SFA)
stages through dashboards, and work offline with mobile
solutions.
Improves customer relationships by helping support
representatives track customer cases, manage product
Customer Support
problems, respond to customer inquiries, and share customer
service information across the entire organization.
Allows companies to develop, launch, and track campaigns and
other marketing offers to customers. Marketing automation
Marketing Automation
integrates closely with Sales Force Automation to ensure leads
are effectively passed between marketing and sales
departments.
Improves employee communications by integrating calendars,
shared tasks, documents, product information, contracts
Collaboration
(Professional and Enterprise editions) and other customer
materials in a single location and making them accessible to
employees in various departments.
Reporting tools capture the activities and business results of
different lines of business and presents them to management in
Reporting
a readily understandable set of charts and reports. This
provides company leaders with the information they need to
make intelligent decisions.
CRM applications are an integral piece of the overall customer experience.

These systems work best when a clear CRM strategy is in place. Building a
true customer-centric organization requires companies to:
•Establish measurable business goals.
•Align business and IT organizations.
•Build executive sponsorship.
CRM Strategy
•Allow business goals to dictate CRM customizations.
•Solicit end users in product customizations.
•Invest in training for end users.
•Measure, monitor, and track results.
A CRM application should be part of a company’s overall business strategy.
Business alignment is key to user adoption and business success.
See Also For further details please see the Products site at SugarCRM.com.
How Do I
...
Understand Sugar
This guide introduces you to Sugar: SugarCRM’s leading commercial open
Introduction
source customer relationship management (CRM) application.
Sugar is an application that helps companies manage customer

What is Sugar?
relationships across sales, marketing, and service activities.
Sugar provides a single view of all customer interactions; improving sales

effectiveness, enhancing marketing activities, and providing improved
customer support.
Examples: Sugar capabilities allow companies to:

•Develop marketing offers and track the results of multiple campaigns.
Single View of
Provide salespeople with opportunity and account management capabilities
Customer
Interactions •to better manage their sales activities.
Allow customer support representatives to see a customer’s history and
provide better levels of service through organized tracking of customer
•issues.
Provide management consistent customer data from their sales,
marketing, and customer service teams as well as reporting on various
•customer related activities.
SugarCRM leverages the combined talent of CRM experts from around the
globe to deliver applications that are of higher quality and offer greater
What Makes innovation than other CRM vendors. Sugar’s source code is available to
Sugar Unique? developers and customers who can modify and customize the application to
meet their demands. The result: a user-friendly application that offers a
faster return-on-investment than other CRM vendors.
Sugar enables the end-to-end customer interactions. From generating

prospect lists and campaign offers, to generating leads and providing
End-to-End
opportunity management for sales people, to tracking and managing
Interactions
customer service cases. Additionally, Sugar provides actionable information
to management in the form of reports and dashboards.
Sugar supports a variety of functions within an organization. The table

Who Uses
below describes several business functions and how
Sugar?
Sugar enables their productivity.
Business
Description
Function
Sales Representatives use Sugar to automate their sales
Sales activities, including contacts, opportunities, accounts,
pipeline management, and forecasting.
Marketing Marketing Representatives use Sugar to target prospects,
manage prospect lists, develop campaigns, and monitor
the results of marketing activities.
Customer Service Representatives use Sugar to manage
Customer
customer cases, report product problems, and measure
Service
customer satisfaction.
Management uses Sugar to analyze how the business is
Management
performing across all customer-facing activities.
For further details, see the SugarCRM Demo Center for a product overview
See Also
and role-based demos.
How Do I
...
Understand SugarCRM’s Place in the Marketplace
SugarCRM is rethinking how technology can help companies manage
customer relationships.
The SugarCRM product family, Sugar, delivers a feature-rich set of
automated business processes that enhance marketing effectiveness, drive
Introduction
sales performance, improve customer satisfaction, and provide executive
insight into business performance. Supported by deep collaboration and
administration capabilities that adapt to how companies operate, Sugar is
delighting customers of all sizes across a broad range of industries.
This guide will enable you to understand how SugarCRM has achieved a
leadership position in the CRM market by offering:
•Flexible Deployment Options
•Rapid Customizations
•High User Adoption
•A Better Way to Build Software
Objectives •Cost-Effective Software
•Sugar Capabilities
•Commercial Open Source CRM
- Greater Innovation
-Better Quality
-Less Risk
-Faster Payback
Flexible SugarCRM provides customers maximum flexibility by accommodating

Deployment customers who may require different deployment options depending on
Options their stage of growth, IT resource availability, and the level of comfort of
having a third-party manage their customer information.
SugarCRM offers commercial products in a hosted environment (Sugar On-
Demand), in a deployment-ready appliance behind a firewall (Sugar Cube),
or downloaded in a pack (Sugar On-Premise). Customers can move
between these existing deployment options depending on their needs and
are not forced to make false deployment choices based on the business
model of the software vendor.
Sugar offers point-and-click capabilities for user interface customization,

and for companies who want more detailed customizations, Sugar offers
Rapid access to the underlying source code.
Customiza-tions Sugar is written in a simple, popular programming language Hypertext
Preprocessor (PHP) that is optimized for the Internet and can be changed
rapidly.
Knowing that CRM success begins with end-user adoption, Sugar is

designed to be fast, friendly, and even fun to use.
Accessing Sugar through a web browser, users can choose their own user
High User interface themes to suit their individual tastes, manage multiple information
Adoption sources through Microsoft Outlook integration, and access the information
they need as fast as they can click. Ease of use with the Sugar translates
into more organized and efficient sales, marketing, and customer service
organizations, which drives greater productivity and more visibility for
managers.
SugarCRM changes the game by finding a better way to develop and deliver
software.
Sugar Open Source is authored and released to a community of thousands

of CRM experts and developers who use the software, provide feedback,
A Better Way to and develop extensions and complements to Sugar. Sugar Open Source is
Build Software designed to work most effectively for teams of 10 or less. For companies
with more advanced needs, SugarCRM sells Sugar Professional and Sugar
Enterprise. Revenues from customers of SugarCRM’s commercial editions
are then used to fund the development and release of new functionality of
Sugar Open Source. This virtuous cycle lowers development costs, delivers
software more efficiently to end users and creates a more stable and
innovative solution.
SugarCRM’s open source approach to building and marketing software

means that SugarCRM does not spend $.70 of every dollar on sales and
Cost-Effective marketing activities. While these may be important activities, these
Software investments do not make a higher quality or more innovative product. Since
Sugar avoids much of these types of costs, the savings are passed on to
customers.
Great By nature, open source product development is a Darwinian process, where

Innovation only the most useful features and products merit the time and attention of
the open source community. This “survival of the fittest” approach differs
greatly from the development model of proprietary software vendors, where
a group of engineers guess and then build features they think users across
a variety of businesses, industries, and geographies might want. By
contrast, SugarCRM offers a flexible CRM architecture that offers maximum
flexibility and captures the feedback of thousands of the world’s best
developers; leading to more frequent improvements of an application that
fits the demands of businesses worldwide.
The Commercial Open Source development process reveals 100 percent of

its source code to developers, allowing the open source community to test
and fix any problems or bugs within the application – a radical departure
from the world of closed vendors. All computer users have experienced the
quality problems inherent with proprietary products; whether the all-too-
Better Quality
frequent security concerns with Microsoft Windows, or the downright
quirkiness of a company’s business application. SugarCRM believes that
using business applications and software in general does not have to be an
unpleasant experience. If software breaks, users should not have to wait for
another product development cycle or patch release to fix the problem.
Too many companies have paid too much money and then watched as
employees failed to adopt a new CRM system. The problem: people were
forced to adapt to the application, not the other way around. The SugarCRM
Less Risk development process places customization and usability at the forefront. A
fun, friendly, and usable application increases user adoption, improves
employee productivity and provides the visibility executives need to make
their business successful.
SugarCRM offers lower upfront, implementation, customization, and

maintenance costs than proprietary CRM systems because of the way the
software is manufactured. By leveraging the expertise of developers
Faster Payback
worldwide, we can deliver a better product at lower cost. Thus, customers
can measure their return on investment in months, if not weeks; instead of
years, or in some cases, never.
See Also For further details, see How Do I … Understand SugarCRM Offerings.
How Do I
...
Understand SugarCRM Offerings
The Sugar of offerings comes in several sizes and deployments, depending
Introduction
on the needs of customers.
Objectives This guide will enable you to understand:

•SugarCRM Offerings
- Sugar Enterprise
-Sugar Professional
-Sugar Network
-Sugar Open Source
• SugarCRM Deployment Options
-Sugar On-Demand
-Sugar Cube
-Sugar Application Packs
The Sugar CRM offerings are:

•Sugar Enterprise
SugarCRM
•Sugar Professional
Offerings
•Sugar Network
•Sugar Open Source
Sugar Enterprise offers enterprise-grade CRM capabilities and scalability

for the most demanding business. If a company needs comprehensive CRM
Sugar
functionality with offline client synchronization, advanced reporting, Oracle
Enterprise
database support, and extended customer support, then Sugar Enterprise is
the right choice.
Sugar Professional offers a sub-set of Sugar Enterprise functionality. It

provides the CRM capabilities needed for growing companies to manage
Sugar customer interactions across teams and different lines of business. If a
Professional company is looking for team management capabilities, sales forecasting and
quoting, wireless access for employees on the move, and standard
customer support, then Sugar Professional is the best solution.
Sugar Network provides the product extensions, training and support to

ensure success with Sugar Open Source. Sugar Network includes SugarCRM
Sugar Network
online training, Sugar Plug-Ins for Microsoft Outlook and Word, and access
to the SugarCRM support team.
Sugar Open Sugar Open Source is best for companies with a small number of users
Source who only need basic functionality to manage their customer relationships.
The Sugar of offerings can also be deployed in multiple ways to meet

customer needs.
SugarCRM
The Sugar CRM deployment options are:
Deployment
Options •Sugar On-Demand
•Sugar Cube
•Sugar Application Packs
Sugar On-Demand is a hosted solution that allows customers with little or

Sugar On- no IT infrastructure to quickly set up and deploy Sugar. Sugar On-Demand
Demand provides customers a secure and reliable solution without worrying about
installations, upgrades, or patches.
Sugar Cube is a stand alone server that is pre-installed with Sugar and all
supporting applications such as the database and web server. The Sugar
Sugar Cube
Cube is optimized for reliability and security and offers customers a self-
hosted solution that is tested and proven to run efficiently.
Sugar Sugar can be downloaded and installed by customers on their own via
Application Application Packs. The Application Packs allow for customers to have full
Packs control of the installation, management, and customization of Sugar.
See Also For further details please see the Products site at SugarCRM.com.
NAVIGATION
How Do I
...
Log Into Sugar Suite
Sugar Suite is a Web-based solution, allowing you to access the application
Introduction
using your web browser from any computer.
This guide will enable you to:

•Understand Themes
Objectives •Understand Languages
•Log Into Sugar Suite
•Log In After a Security Timeout
Contact your company’s Sugar Suite system administrator for details on

First Time Login accessing your Sugar Suite website, as well as your user name and
password.
Sugar Suite themes allow you to determine the look and feel of your
application with different graphics and color schemes. Some of the themes
will also switch the location of the module tabs and shortcuts section.
Themes
Regardless of the theme that you select, the same information will be
displayed.
The default theme is Sugar, which is used for training purposes.
Sugar Suite allows you to select your language preference if you have
language packs installed. The language pack translates the Sugar Suite user
Languages
interface, but not the data. If you would like to use Sugar Suite in a
language other than English, please contact your system administrator.
Logging into
Follow these steps to log into Sugar Suite.
Sugar Suite
Step Action
On the Welcome Page, enter your username and password in the
1
User Name and Password fields in the Login window.
If desired, select a theme from the Theme drop-down menu.
2 You can also change your theme from the bottom of every page in
Sugar Suite.
If desired, select a language from the Language drop- down menu.
3 Note: The default language is English. You can also change your
language from the bottom of every page in Sugar Suite.
4 Click the Login Button to complete the login process.
For security reasons, the system automatically logs you out if you do not
perform any tasks for a specified period of time.
When you are ready to resume working with the system, click any button
Security on the screen. The system automatically loads the Login page for you. You
Timeout can also close the Web browser windows and re-load the Login page
manually in a new browser window.
Note: This timeout value is set by the system administrator and is a
system-wide setting.
For further information on logging in, access the online help which is
See Also
available from the Help link in Sugar.
http://www.sugarcrm.com/crm/index.php?option=com_university&task
=file_open&tmpl=network&name=SM_Login
How Do I
...
Use System Links v4.2
Sugar system links consist of the My Account, Employees, Logout and About
Introduction links. The additional Admin link is available only to users defined as system
administrators.

•Access System Links
•Edit My Account
Objectives •Change Your Password
•View Employee Information
•Logout
•Access About
The system links are available in the top right corner of Sugar.
Accessing
System Links
As a user or an administrator, the My Account page allows you to configure

Editing My your personal system preferences. This includes your profile information,
Account email settings, calendar settings, as well as specifying the module tabs to
display on your system. Descriptions of the sub-panels are below.
Step Action
1 Click the My Account system link located at the top right side of the page.
To edit your user profile or change your preferences, click the Edit button.
Result: In the Edit view, you can define or edit information in the sub-panels, which are
2
described in the table below.
Note: Administrators will also have the Duplicate button.
Sub-Panel Description
In the first panel you can edit your header information, which includes your
User Details
first name, last name, and user name.
Configure settings such as the time zone, date format, and currency.
You can also choose to receive email notifications when another user assigns a
User
record to you such as a contact or task.
Settings
If you have access to the Sugar Plug-in for Microsoft Word and your
administrator has enabled this option, you can enable the Mail Merge option.
User Enter your work and contact information such as your title, department, phone
Information numbers, home address, and one of the following Instant
Messenger (IM) services: MSN, Yahoo, or AOL.
Your user information will also appear on your employee page, accessible from
the Employees link.
Set your email options such as your email address and the email client.
You can choose the SugarCRM mail client, or an external mail client such as
Email Microsoft Outlook. The default is the SugarCRM mail client which is part of the
Options Sugar application. In addition, you can select either the HTML or Plain Text
email format for sending emails. You can also choose to add a signature on
your outbound emails.
View or change the mail transfer agent for your outbound emails.
You can select either Sendmail or SMTP.
Sendmail is only available on Unix variant operating systems (Linux,
•FreeBSD, Solaris, HP-UX, etc).
For SMTP, which allows Sugar email to send through an external mail transfer
Outbound
agent, enter details in the fields that appear:
Email
•SMTP Server: Enter the details of your server address.
Settings
•SMTP Port: Enter the details of your port.
Use SMTP Authentication: Select this field if necessary. The following
•fields appear:
•SMTP Username: Enter your username.
•SMTP Password: Enter your password.
Specify mail server information such as its address, protocol, port number,
status, user name and password. To ensure that the settings are accurate,
click the Test Settings button.
Click Show Advanced to set the following options:

Use SSL. Select this box to use Secure Socket Layer (SSL) when connecting
Inbound
•to the mail server.
Email
Leave Messages on Server. Select this box to save your inbound
Settings
•messages on the email server instead of the Sugar server.
Import only since last check. Select this box to instruct the system to
import only email messages that are new since the last time you checked for
•messages.
Note: Selecting this option could slow down performance because the server
•will check every message to ensure that you have not already read it.
Used for publishing free/busy information from an external calendar
Calendar
application, such as Microsoft Outlook. The publish key will block anyone who
Options:
does not include the key in their publish location in the external calendar
Publish Key
application.
To change the position of tabs, click the selected tab in the Display Tabs list,
•and then the up or down arrow to the left.
To hide a module from your view, move the module tab to the Hide Tabs list
Edit Tabs •using the arrow button to the right.
To display a hidden module, move it from the Hide Tabs list to the Display Tabs
•list.
•Note: Administrator hide tab settings override user settings.
View any role that is assigned to you.
System Administrators can create and assign roles to users that specify the
Roles
modules the users can access, and the actions that they can perform on data
within a module.
My Teams View the teams to which you belong. The System Administrator is responsible
for creating teams and assigning users to them.
For Sugar Professional and Sugar Enterprise.
Changing Your
You can change your password from your User page.
Password
Step Action
1 Click the My Account system link to view your User page.
Click the Change Password button.
2
Result: The Change Password dialog box appears.
Enter information for the following fields:
3 •New Password: Enter the new password.
•Confirm Password: Reenter your new password.
Click Save to save your changes; click Cancel to exit the dialog box without
4
changing your password.
The Employees Home page displays a list of employees in your

organization. This list will include all employees, or users, who have access
Viewing
to Sugar, and may include other employees in your organization as well.
Employee
Information Note: All employees may not have access to Sugar in your organization. If
an employee name appears in the Employees Home page, it does not
indicate that they have access to Sugar.
Step Action
1 Click the Employees system link to view a list of employees in your organization.
To search for a user, use the Employee Search sub-panel located above the
2
Employees list.
To view user details such as title and contact information, click the employee name
3
in the list.
To email a user, click the user’s email address.
4
Result: A Microsoft Outlook email window opens with the address in the To… field.
To export user information:
•Select the checkbox of the record(s) you wish to export.
5 •Click the Export link located in the Employees sub-panel.
•Select the Export option.
Result: A .csv file with the record information will be generated.
Click the Logout link to log out of Sugar.

Result: The Login window appears.
Logout Best Practice: Log out of the system instead of only closing your Web
browser. When you log out, the system performs several clean-up
procedures, and then automatically returns the Web browser window to the
Login screen.
Click the About system link to learn more about SugarCRM and view
Accessing About version information.
This link also provides credits and valuable source code references.
For further information on configuring system preferences, access the

See Also
online help which is available from the Help link in Sugar.
http://www.sugarcrm.com/crm/index.php?option=com_university&task
=file_open&tmpl=network&name=SM_System_Links
How Do I
...
Navigate Sugar Home Page v4.2
Once you have logged into Sugar, you are automatically taken to the Sugar
Introduction Home page, which provides a quick overview of your customer-related
tasks and activities.

Objectives •Home Page Components
•Home Page Sub-Panels
The Sugar Home page is populated with information in the form of links,
Home Page tabs, sub-panels, and shortcuts.
Components Note: The Home page may look different based on the theme chosen
during login. The graphic below is based on the standard Sugar theme.
Section Description
Consists of the My Account, Employees, Logout and About links. The additional Admin
System
link is available only to users defined as system administrators.
1Links
For further details, see How Do I … Use System Links.
Enables you to perform a keyword search for Contact, Account, Lead, Opportunity,
Global
Quote, Case, and Project records. Only certain fields for each record type are queried.
2Search
For further details, see How Do I … Search.
Provides a quick way to navigate among classes of information available in Sugar.
Click the Arrow tab on the right to see additional tabs. If you access one of the
modules, it will become ‘sticky’ and replace the last module tab shown before the
Module arrow.
3tabs Links for all the modules are also available at the bottom of each page in Sugar.
Note: Your system administrator determines which modules you initially have access
to. You can then modify your viewable tabs and the order the tabs are displayed in
from the My Account link. Your module tabs may be different from the image above.
Provides quick and easy access to previously viewed records and information; which is
Last
useful when you need to resume where you left off in the application. Click on the
Viewed
desired link. Each item in the Last Viewed Bar can be selected via a hot key. The first
4bar
link is accessed by pressing Alt-1, the second link by Alt-2 and so forth.
Shortcuts Provides a context sensitive list of shortcuts that are useful within each module.
5section For further details, see How Do I … Navigate Sugar .
New
Contact Displays a quick form to enter required information to create a new contact instantly.
quick You can add additional information after you save the contact information.
6form
Group information into geographic areas on the page and provide quick access to
Sub-
specific information.
7Panels
For further details, see the Home Page Sub-Panels section below.
Your Home page is designed to provide you a centralized view of

Home Page Sub-
information important to performing your job with a series of sub-panels,
Panels
which are described below.
For further information on navigating Sugar Home page, please see:
See Also •The online help which is available from the Help link in Sugar.
•How Do I … Navigate Sugar
How Do I
...
Navigate Sugar v4.2
Presented in a user interface that is fast and inviting, Sugar is easy-to-
Introduction
learn, simple-to-use and provides quick payback.

•Sugar Components
Objectives •Modules
•Panels
•New Record Quick Form
Sugar is made up of modules, panels, links and records. The graphic and
Sugar
table below cover the main components of Sugar. The Accounts page is
Components
used to illustrate.
Section Description
Consists of the My Account, Employees, Logout and About links.
The additional Admin link is available only to users defined as
1System Links
system administrators.
For further details, see How Do I … Use System Links.
Provides a quick way to navigate among sets of information
available in Sugar.
Click the Arrow tab on the right to see additional tabs. If you
access one of the modules, it will become ‘sticky’ and replace the
last module tab shown before the arrow.
The modules are also available as links at the bottom of each
2Module tabs page.
Note: Your system administrator determines which modules you
initially have access to. You can then modify your viewable tabs
and the order the tabs are displayed in from the My Account
link. Your module tabs may be different from the image above.
For further details, see the Modules section below, and How Do I
… Use System Links.
Enables you to perform a keyword search for any record such as
3Global Search a contact.
4Last Viewed bar Provides quick and easy access to previously viewed records and
information; which is useful when you need to resume where you
left off in the application. Click on the desired link.
Keyboard shortcuts: Each item in the Last Viewed bar can be
selected by a keyboard shortcut. The first link is accessed by Alt-
1, the second link by Alt-2 and so forth.
Provides a context sensitive list of shortcuts that are useful
within each module. The list of shortcuts provides a one-click
method of creating new records or accessing existing records in
5Shortcuts section
the application.
The options vary depending on the module you select.
Click the arrow to the left to hide the Shortcuts section
Displays a context sensitive quick form to enter required
information to create a new record instantly. You can add
6New Record quick form additional information after you save the information. Click the
arrow to the left to hide the quick form. For further details, see
the New Record Quick Form section below.
Clicking the Print icon allows you to print the current page.
The print view strips the theme images, header, menu and footer
information in order to print just the record information you are
viewing. Go to File > Print within your browser to initiate the
7Print and Help printing process.
Clicking the Help link in Sugar allows you to access the

online help.
You can perform a basic keyword search within most modules. To
perform a basic search enter values for one or more fields and
8Module Search click Search. Click the Advanced link within the search form to
search against more fields.
Displays the records you currently have for that module. In this
example, the Accounts module is selected and the List view
provides a complete list of the Accounts available to this user.
9List view
Any Account on this list can be selected to access more detailed
information.
For further details, see How Do I … Create and Manage Records.
Classes of information in Sugar are organized within modules. Most modules

have a tab which you can click on to access the information.
For each record type, you can create one or more item records. For example,
in the Accounts module, you can create individual accounts for your
Modules customers.
Modules are made up of list, detail and edit views. For more information on
views, see How Do I … Create and Manage Records.
For a full list and descriptions of the modules in Sugar, access the online help
which is available from the Help link in Sugar.
Each module page is made up of blocks of information called panels.

The first panel on a detail view page is called the main panel. The blocks of
related information below are called sub-panels.
Panels You can show or hide the sub-panels as desired by clicking the Show or Hide
link at the bottom right of each sub-panel. Hiding unused sub-panels on a
given page will help improve the performance of refreshing that page.
For more information on panels see How Do I … Create and Manage Records.
New Record Quick Form
Icon Term Description

Any customer organization that you will, are or have
done business with. May encapsulate one or more
Account deals.
The new record
Additional terms: company, customer, partner,
quick form is a
client, supplier, firm
quick entry form to
Detailed description of an error or defect in your create a new item
Bug company’s product (generally software). for the module,
Additional terms: defect, product issue and changes
Phone call logged with any contact, lead, or user in the depending on the
Call
system module.
Detailed description of a customer’s problem, question
Case or feedback. Example: On the
Additional terms: issue, request, trouble ticket Accounts module,
An individual that you will, are or have done business the New Account
Contact with; usually associated with an account; always a quick form
person. appears.
Any person, organization or company that may be
This form differs
interested in your product or services; generally a
from the Create
person. Upon qualifying a lead as a genuine sales
Lead option displayed in
opportunity, leads are converted into accounts,
the Shortcuts
contacts and opportunities.
section because it
Additional terms: prospect
only displays
Scheduled event with any contact, lead, or user in the required fields that
Meeting
system have default values
A way to add additional comments attached to any assigned to them.
Note record in the system. Attachments can be added to This is because the
Notes. system uses the
A potential sales deal. default values
Opportunity where available.
Additional terms: deal, sale
Product or services that your company provides to When you save the
Product customers. new item, you can
Additional terms: service change the default
values if necessary
Report A summary of records filtered through your criteria. and add
information for the
A to-do item that may be associated with any contact, optional fields.
Task
lead or user in the system.
A functional group of users in the system, which can
Team
contain one or more users.
Individuals within the organization who can access
User
Sugar.
For further information on navigating Sugar Home page, please see:

•How Do I … Create and Manage Records
See Also •How Do I … Search
•How Do I … Use System Links
•The online help which is available from the Help link in Sugar.
Working with Records
Understand Record Terms, Icons and Actions v4.2

Sugar uses terms and icons to specify the different records in the system.
Introduction
In addition, you can take several different actions on records in Sugar.
This guide will enable you to understand

Objectives •Record Terms and Icons
•Record Actions
Record Terms
Sugar record terms and icons are described below.
and Icons
The general actions that you can take on records in Sugar are described
Record Actions
below.
Icon Term Description
Attachment Attaches documents to records in Sugar.
The green plus sign appears in front of other record icons when you
Create
create a new record.
Delete Allows you to delete the record.
Edit Allows you to see the edit view and edit the record.
Export Allows you to export records to an external file.
Help Accesses Sugar Online Help.
Import Allows you to import records from external file.
Print Allow you to open a printer-friendly window.
Refresh Refreshes the page.
Search Allows you to search on the record type
View Allows you to see record details.

How Do I
...
Create and Manage Records v4.2
The information that resides in Sugar Suite consists of records. Creating
and managing records will be the core of your work in Sugar Suite.
Examples:
An Account record contains information about a customer’s company
•name and address.
Introduction An Opportunity record contains information about a particular sales deal
•with sales stage, revenue amount and the customer it is related to.
Sets of records are organized within modules, with modules representing
record types such as Accounts or Opportunities. For each module, you can
create, view, edit, import and export records.
Example: In the Accounts module, you can create individual accounts for
each of your customers.

•Accessing Records
•Record Views
•List View
- List View Components
•Detail View
- Detail View Components
Objectives
-How To Track and Manage Record History
-Linking Records
-Characteristics of Linked Records
-How To Create Linked Records
-How to Select Linked Records
• Edit View
•How to Navigate to Records
Records in Sugar Suite are stored in a database on a server, not on your

local computer; therefore, you can access Sugar Suite from any computer
Accessing Your
with a web browser that will allow you to access your Sugar Suite URL.
Records
Once you save a record you and others (if they have permission) can access
the records you need anytime, anywhere.
Sugar Suite provides three primary types of views for every record in each
Record Views
module: the list view, the detail view, and the edit view.
List View When you click on a module tab to see the module home page, the first
view that appears is the list view.
Features of the list view:
•The records appear in a table format.
Relevant information appears in columns, such as names, email addresses,
•phone numbers, and account names for each record.
To sort a column, click any column title which has the arrows
-beside it; to reverse the sort order, click the column title again.
• Lists are paginated.
•To manage individual records, click the record name to see the detail view.
List View
The graphic and table below describe list view components.
Components
Section Description
Enter the criteria desired for searching within this module.
1Module Search
Export desired records to a CSV file.
2Export
For further details, see How Do I … Export Data.
Scroll through lists, which generally show 20 records at a time,
by clicking on the “VCR controls.”
•Start: Brings you directly to the first set of records in the list.
3VCR Controls Previous: Brings you to the previous set of records in the
•list.
•Next: Brings you to the next set of records in the list.
•End: Brings you directly to the final set of records in the list.
4Record Name Click on the record name to access the detail view for this
record.
You can also point your cursor on the down arrow adjacent to
the record name.
Result: The Additional Details popup window appears.
•Click the View icon to navigate to the record’s detail page.
Click the Edit icon to navigate to the record’s edit page and
•edit the information.
•Click the Delete icon to delete this record from the module.
Note: The deleted record will remain in the database.
Contact your administrator if you need to retrieve deleted
- records.
For further details see the Detail View and Edit View sections
below.
Most of the modules provide a Mass Update sub-panel in the
module list view that enables you to simultaneously edit or
5Mass Update delete some or all of the listed records.
For further details, see How Do I … Edit and Delete Multiple
Records.
The detail view displays the page with all the available information for a
record such as name, modified date, and related records.
The related records are displayed in the appropriate sub-panels.
Example: The detail view for a contract detail includes the Contacts,
Detail View Products, and Quotes sub-panels.
From the detail view you can choose to edit, delete, and duplicate record
information. Similarly, you can create, select, edit and delete records in
sub-panels.
Detail View The graphic and table below describe detail view components.
Components
Section Description
The detail view provides the Edit, Duplicate, and Delete
buttons, which allow you to make changes to the record.
Edit: Click Edit to see the Edit view and edit the record.
1Edit, Duplicate Delete •For further details, see the Edit View section below.
Duplicate: Click Duplicate to make a copy of the existing
•record to modify.
•Delete: Click Delete to remove the record from the module.
2View Change Log Click the View Change Log link located below the Edit button
to view an audit history of changes made to the record
information over time. This appears in a separate window. Your
system administrator will configure which record fields are
audited.
The top block of information is the main panel and displays the
core information about the record you selected.
From the main panel you can use the “VCR controls” to
3Main Panel
navigate to previous and next records.
Click the Return to list link to the left of the “VCR controls” to
return to the list view.
The blocks of information below the main panel show
4Sub-Panels information that is related to, or linked to, the selected record.
For further details see the Linking Records section below.
The History sub-panel enables you to track meetings, calls,
emails, notes and tasks related to this record.
5History Sub-Panel
For further details, see the Tracking and Managing Record
History selection below.
These buttons allow you to create and select records to link to
the open record.
6Create / Select
For further details, see the Creating Linked Records and
Selecting Linked Records sections below.
These arrows allow you to determine which sub-panels you
wish to see. Click the Hide arrow to hide the desired sub-
panel. The sub-panel title will still appear. If you wish to view
7Show/Hide Arrows
the sub-panel, click Show.
Reducing the number of sub-panels that show data will also
reduce the time to display that particular page in Sugar Suite.
The detail view of every record displays a History sub-panel that enables you
to track record-related activities such as meetings, calls, notes, tasks, and
archived emails.
Tracking and
Each row in the sub-panel displays icons to edit or remove the record to the
Managing
Record History right of the record. You can also use this sub-panel to create notes and
attachments.
For further details on creating notes and attachments, see How Do I … Create
Note and Attachments.
Step Action
To view the details of a listed note, meeting, attachment, or email,
1
click the Subject title.
To view a summary of all the listed records in a separate window,
2
click View Summary.
To edit or delete a linked record, click the appropriate edit or del icon
respectively. In some cases you will see the rem icon in a sub-panel
3
which allows you to remove the relationship between the two linked
records; however neither record will actually be deleted.
4 To archive an email related to the record, click Archive Email.
You can link numerous records together in Sugar Suite, which allows
information to be organized and displayed on the same screen without
having to navigate between modules.
Linking Records
Example: View all contacts, meetings, marketing campaigns, and even

customer service cases related to a specific account.
•Links are established when you create and edit records within Sugar Suite.
Each record includes fields which allow you to select or create the
- record(s) to link to.
•Each record in Sugar Suite displays all linked records associated with it.
- The primary record appears in the main panel in the detail view.
The secondary, or linked, records appear in the sub-panels in
-the details view.
To remove a relationship between the
Characteristics
primary record you are viewing and the
of Linked
Records linked record displayed in the sub-panel,
click the remove icon next to the desired
record in the sub-panel. This will remove
the relationship between the two records,
but does not delete the record from the
• system.
Result: A window appears to confirm Are you sure you want to
remove this relationship? Click OK to remove the link, Cancel to take
-no action.
Creating Linked Most sub-panels include Create and Select buttons to manage the linked
Records records. Create allows you to add and link a new record to this record.
Step Action
To create a new record, click Create above the appropriate sub-panel.
1 Result: The appropriate module page opens in the edit view.
Note: The name of the parent record will appear in the appropriate field.
2 Enter the appropriate information in the fields.
Click Save to create a new record; click Cancel to exit the page without creating the
3
record.
Clicking the sub-panel Select button enables you to quickly associate

Selecting Linked
multiple existing records.
Records
Example: You can associate multiple contacts to an account.
Step Action
Click Select above the sub-panel.
1
Result: A list of available records for the sub-panel displays in a separate window.
Within the Select window you can search for records; enter your search criteria in the
2
Search panel.
3 OR, Click the Create button to create a new record from this window.
To select one or more records from the list, click the box adjacent to the record name
4 and then click Select. OR to select one record, click the record name.
Result: The window closes and the system adds the records in the sub-panel.
5 To edit or remove a related record, click the corresponding edit or rem icon respectively.
The edit view allows you to revise the information that you viewed in the
detail view.
Edit View From the detail view, click Edit to access the edit view, which allows you
change field values for the selected record.
•Click Save when you are finished editing the record, or Cancel.
The following graphic demonstrates a step-by-step method for navigating to
Navigating to
an account within Sugar Suite. This same process can be duplicated for
Records
virtually any record in Sugar Suite.
Step Action
Click the tab that corresponds to the type of record you wish to access. In this
1
example, the Accounts tab is chosen.
Locate and select the existing record you wish to access from the list view.
2 •Click on the name to see the detail view of this record and its related sub-panels.
•From the detail view, click Edit to see the edit view of this record.
3 OR, Click the appropriate link on the Shortcuts section to create a new record.
OR, Enter information you have about a record into the Search field if you need to
4
locate a particular record.
For further information on records please see:

See Also •How Do I … Understand Record Terms, Icons and Actions
•The online help which is available from the Help link in Sugar.
How Do I
...
Manage Record History v4.5
The History sub-panel is an invaluable resource of record information. It
Introduction allows you to view related notes, attachments, held activities, and emails to
a record and then view them all in one place.

•Understand Record History
•Manage and View Notes and Attachments
Objectives
•Manage and View Activities
•Manage and View Archived Email
•View and Print a History Summary
The History sub-panel allows you to link, accumulate, and view the
accrued record history for most modules, including Accounts, Contacts,
Leads, Opportunities, and Cases.
You can use the History sub-panel to:
•Create and view notes and attachments for a record
Record History View closed or completed activities, such as calls, meetings and tasks,
Overview
•related to a record
•Archive and link existing email to a record
•View sent and draft emails related to a record
•View and print an overview of the record history
Example: From the History sub-panel on the Contacts detail view page you
can review descriptions and notes for all of the scheduled meetings and
phone conversations held with a key contact and then view emails sent or
saved with important details. This provides you a quick summary of your
activities prior to meetings, business calls, writing reports, etc.
The Create Note or Attachment button in the History sub-panel enables

Managing and you to add a note associated to the record and attach files to a note. Once
Viewing Notes created, the notes and attachments are linked to the record and displayed
and in the History sub-panel for easy access.
Attachments For further details on creating notes and attachments, see How Do I …
Create Notes and Attachments.
You can view all related closed or completed activities for a record in the
History sub-panel, including tasks, scheduled meetings and calls, and
emails drafted and sent from Sugar.
An activity will automatically move from the Activities sub-panel to the
Managing and
History sub-panel when:
Viewing
Activities An activity is manually closed by clicking the Close icon on the left of the
•Activities list view, OR
A task status is set to Completed or a scheduled meeting or call status is
•set to Held or Not Held, OR
•An email is composed and you click Send or Save Draft.
The Archive Email button in the History sub-panel allows you to link an
Managing and existing email to a record and then display it in the History sub-panel list
Viewing view.
Archived Email Note: Emails added through the Outlook Plug-in are automatically added to
the History sub-panel.
Step Action
Access and copy the body of the existing email from either within Sugar or from an
1
external email client.
2 From the record History sub-panel, select the Archive Email button.
On the Create Archived Emails page:
•Paste the body of the existing email into the Body field.
Complete the Date & Time Sent, Team, Assigned To, To, CC, BCC, From, and
3
•Subject fields.
•Select the appropriate record type from the drop-down menu.
•Click Select to choose the appropriate record name from the Record Search window.
Click Save.
4 Result: The record detail view page appears and the archived email is created and
displayed in the History sub-panel list view.
The View Summary button in the History sub-panel allows you to view and
print a concise overview of notes, attachments, emails, and completed and
closed activities for a record. The summary includes a list of the items with
the activity type icon, Subject, Status, Contact, if related to one, and Date.
The dates for the different activity types are as follows:
•Task Due dates
•Meeting and Call Start dates
Viewing History •Note Modified dates
Summary
•Email Sent dates
Information from the Description field for Meetings, Notes, and Tasks will
also be displayed as well as Email To and From fields.
Best Practice: View or print a summary of all emails, notes, attachments,

and activities related to a record to review before meeting with your client.
For further details on activity icon types, see How Do I … Understand

•Record Terms, Icons and Actions.
Step Action
From the record History sub-panel, click View Summary.
1 Result: The record summary window opens with an overview of all activities, archived
emails, notes and attachments related to the record.
In the record summary window, click Print in the upper right corner.
2
Result: The print window opens.
3 Click OK to print the summary and return to the record summary window.
How Do I
...
Create Notes and Attachments v4.2
Notes enable you to add comments on a subject and attach files to a record
Introduction such as an opportunity or account. Notes can be added to any record as
part of the History sub-panel in the detail view.

•Create Notes
Objectives
•Add Attachments
•Manage Notes
Notes can be created from either the Activities home page or the History
Creating Notes sub-panel of most records.
To create notes follow the steps below.
Step Action
In the Shortcuts section, click Create Note or Attachment, OR in the History sub-
panel or the desired record, click Create Note or Attachment Create Note or
1
Attachment.
Result: The Notes page appears.
On the Notes page, enter information for the following fields:
Contact: Click Select to choose a contact from the Contacts list or to search for a
•contact in the list.
Drop-down: Select the type of record you wish to link the note to, then click Select
2 •to the right of the drop-down to include the name of the related record. .
•Team: Click Select to select the team that is allowed to view the note or attachment.
- Team is available on Sugar Professional and Sugar Enterprise.
•Subject: Enter the subject of the note.
•Note: Enter the text of the note in this box.
Click Save to create the note or attachment; click Cancel to return to the Notes home
3
page without saving your changes.
To attach a document that is located on your machine, click Browse,

Adding navigate to the location of the file, and select the file. The file is then
Attachments uploaded from your local computer to the Sugar server when you click
Save.
You can access your existing notes by going to either the Notes home page,
which is available from the Shortcuts section on the Activities module, OR
Managing Notes
from the History sub-panel of most records.
To manage the notes you create in Sugar, follow the steps below.
Step Action
To edit or delete multiple notes, use the Mass Update section. For further details see
1
How Do I … Edit and Delete Multiple Items.
To view the details of a note, click its subject.
2
The Notes page displays details such as the subject and date.
To edit the information, click Edit, revise the information, and click Save; click Cancel
3
to return to the Notes detail page without saving your changes.
To duplicate the information, click Duplicate, make modifications if needed, and click
4
Save; click Cancel to return to the Notes list without duplicating it.
To delete the note, click Delete and click OK to confirm the deletion.
5
The system deletes the note and returns to the Notes list.
How Do I
...
Export Data v4.2
You can export records in Sugar to your local machine in .csv format to
Introduction allow you to view and edit the data outside of Sugar. Use Microsoft Excel,
Notepad, or other text editors to open .csv files.

Objectives
•Export Data
You can export selected records, all records displayed in a list view page, or
the entire list of records.
The resulting .csv file displays as column headers the field titles from the
Exporting Data detail view. The .csv file contains all record fields including the Record ID (a
long string of letters and numbers used as a unique identifier by Sugar for
each record) and other fields which Sugar uses internally for data
management.
Step Action
On the module home page, click the Export icon located above the list view.
1
Result: The Export popup window appears.
Select from the following export options:
Selected Records: To export one or more items on the list, select the checkboxes of the
•record(s) you want to edit.
2
•Current Page: To export all the items listed on the page.
•Entire List: To export all items in the list (which could be more than the current page).
Result: The file download dialog box appears.
In the file download dialog box, select Open to open the export file in .csv format; click Save
3
to save it on your local machine; click Cancel to exit the dialog box without saving the file.
http://www.sugarcrm.com/crm/index.php?option=com_university&task=file_open&t
mpl=network&name=SM_Export_Data
How Do I
...
Import Data v4.5
The import function allows you to create multiple records at one time by
bringing in data from other CRM systems, contact managers, custom
comma delimited files, or custom tab delimited files. Preparing your data
Introduction
first is a key step before importing.
Note: This guide is not intended for new customers migrating all of their
data from a previous CRM system into Sugar.
This guide will enable you to . . .

•Understand importing options
•Prepare data for import
-Cleanse the data
• Import data
-Step 1: Select the source
-Step 2: Upload export file
Objectives -Step 3: Confirm fields and import
-Step 4: Import results
•Additional Considerations
-
Confirm drop-down field database values
-
Assess import order
-
Relate records on import
Importing You can import data from various external sources into specific modules in
Sugar. In the import process, you can choose the data source type, such as
Microsoft Outlook, or select a specific Excel file type that you have saved
your data as, such as a comma delimited file. The data source selection is
subject to the module you are importing into. See the table below for
Options details.
Best Practice: The recommended setting for importing records is 1,000
records at one time for peak performance. The system administrator
manages the setting that determines how many records can be imported
with a maximum setting of 20,000 records at one time.
Module Data Source Type

•Other CRM systems
Accounts •Contact managers
•Excel (comma delimited, custom delimited, tab delimited files)
•Other CRM systems
•Contact managers
Contacts
•Microsoft Outlook
•Excel (comma delimited, custom delimited, tab delimited files)
Leads
Opportunitie •Other CRM systems
s •Excel (comma delimited, custom delimited, tab delimited files)
Notes
Targets •Excel
Products •Other CRM systems
Product •Excel (comma delimited, custom delimited, tab delimited files)
Types
Note: The Products and Manufacturers modules are available in Sugar
Product
Professional and Enterprise editions. Users with System Administrator
Categories
Manufacturer privileges can access the import function for these modules in the
Products and Quotes section of the Administration Home page.
s
To prepare the data before you import:

•Cleanse the data in the spreadsheet
•Confirm the drop-down field database values
Preparing the
•Assess the correct order of data import if importing into multiple modules
Data Overview
•Relate records on import
Details on the drop-down field database values, assessing the correct order
and relating records are available towards the end of this guide.
Best Practice: Before you import data into Sugar, it is a best practice to
make sure it is accurate by checking for:
•Spelling errors
Cleansing the
•Duplicate records
Data
•Correct formatting
Missing information that you may need to add to populate the module
•properly
Importing Data Once you have prepared your data and determined the order the data will
be imported, you are ready to import your data.
Importing data is a four step process:
1
. Select the source
2
. Upload export file
3
. Confirm fields and import
4
. Import results
Import Step 1:
Select the The first step is to select your data source.
Source
Step Action
From the module home page, click Import in the Shortcuts section.
1
Result: The Import Step 1: Select the Source page appears.
Select the appropriate data source and click Next.
2
Result: The Import Step 2: Upload Export File page appears
Import Step 2:
Upload export Next, upload the export file.
file
Step Action
Click Browse to navigate to the file you wish to import from your local file system; in
1
the File Upload dialog box select the file and click Open.
The system defaults to a checked Has Header box. If your file does not contain
headers, you can un-check this box.
2
Click Next.
Result: The Import Step 3: Confirm Fields and Import page appears.
In step 3, confirm the data fields you are importing. During an import, you
have the options to save your selections as a custom mapping and to check
for duplicates already in the system.
Creating a custom mapping allows you to save the mapped field selections
Import Step 3:
and give your custom mapping a name. When you choose your custom
Confirm fields
and import mapping for future imports with the same type of data your custom drop-
down selections will appear for the new import.
Using the Verify duplicate entries against selected indexes feature

prompts the system to check for and automatically skip importing any
possible duplicates during the import.
Step Action
Map the database field to the header row by selecting the appropriate field name from
the drop-down list.
Notes:
1 You must map the fields to successfully import data. If you wish to ignore a field,
•select Do not map this field from the drop-down list.
Review the Notes section at the bottom of the page for required database fields and
•other mapping information. This information is unique to the module you are in.
Optional: Check the Save as Custom Mapping box and fill in the Save as Custom
Mapping field box with a name for your import to save your Database Field drop-down
2 selections.
Note: The saved custom mapping will be available for future selection as a data source
type in Step 1 of the import process.
Optional: To check for duplicate information in the system, click the desired data fields
in the Index(es) not used column and then click the arrow icon to move the
Index(es) not used data fields to the Index(es) used column. The system will check for
duplicate information for the data fields in the Index(es) used column only.
Notes:
3 You can select one data field to move, or select more than one at a time by holding
down the Ctrl button on your keyboard and selecting each filter you would like to
•move.
If duplicate information is found, the duplicate records will be skipped during the
import process and can be accessed by clicking the Download List of Duplicates link on
•the Import Results page.
After all of your selections are complete, click the Import Now button located in the
4 lower right corner of the screen.
Result: The Import Results page appears with a list of your imported leads.
Finally, check your results and complete the import.

From the Import Results screen you can select:
• Finished to complete your import
Import Step 4:
- You can then conduct a search to locate your new record(s) and edit, add,
Import results
or delete information as needed, OR
• Undo Last Import to revise or edit your import, OR
• Import More to continue importing data
Additional Considerations
To import drop-down field information properly, confirm that the drop-down
Confirming value you are importing is listed in your spreadsheet as it appears in the
Drop-down Field database. To do this, contact your system administrator who can retrieve
Values the database value for you or you can view it yourself by reviewing the html
source code on a record edit view.
Step Action
1 From the appropriate module list view, drill into a record name.
2 From the record detail view, click Edit.
From the record edit view, use your mouse to highlight the appropriate drop-down field,
drop-down selection box, and the next available database field. You must highlight the
next available database field to capture the drop-down selection box values.
The graphic below shows the Accounts module drop-down field “Type”, its corresponding
drop-down selection box and the next available database field “Annual Revenue”
highlighted.
4 Right click on the highlighted selection.

Select View Selection Source.
5 Result: A view-source window appears with the source code selection highlighted
including the drop-down field values.
Clilck anywhere in the view-source window. The drop-down field value choices display in
quotation marks, highlighted in blue.
The graphic below shows the Accounts module drop-down field “Type” database value
choices.
Enter the appropriate database value without the quotation marks into the import
7
spreadsheet corresponding column.
Assessing the Best Practice: If you are importing data into a module that allows you to
Import Order relate records to accounts, import the account records first if they are not
already in Sugar as a best practice to ensure the new account record fields
are populated.
You can relate records to accounts during import in the Contacts, Accounts
and Opportunities modules. Create an account spreadsheet and import the
account records into the Accounts module first.
Example:
To import account data from a simple contact manager application like
Microsoft Outlook, manipulate the contact data to create an account
spreadsheet you will import first with the appropriate account record data
•fields.
•As a result the account records will be created with populated data fields.
Then import the contact records with the appropriate account name data
field in the import spreadsheet to relate the contact records to the
•appropriate account records.
Step Action
1 Save the contact data spreadsheet as Account_Import and sort by company name.
2 Delete any duplicate account records.
3 Add new columns for account record fields as needed.
4 Import the new account data (follow Import Steps above).
5 Import the contact data (follow Import Steps above).
You can relate records you are importing to existing records in Sugar. The
Relating
record type available to relate and how you relate the records are unique to
Records on
Import each module. For further details on importing related records, see How Do I
… Import Related Records.
For further information on Importing, access the online help which is

See Also
How Do I
...
Import Related Records v4.5
You can relate new records you are importing into Sugar to existing Sugar
Introduction records. The record type available to relate and how you relate the records
are unique to each module.
This guide will enable you to . . .

Objectives
•Import related records in each module
Importing The table below specifies the records you can relate in each module and
Related Records how to relate them during import. Some modules allow you to import an
in each Module existing record name, but then do not relate it to the new record. Other
modules do relate to the new records. These are specified per module in the
table below.
For further details on importing records, see How Do I … Import Data.
Notes:
When importing an existing Sugar record name, use the exact name as
•displayed in the existing Sugar record.
When importing an existing Sugar record ID number, use the exact record
ID number. To obtain a record ID number, export the desired record to a
•CSV file; the record ID number will be the first column in the spreadsheet.
•For further details on exporting records, see How Do I … Export Data.
Module Relate to record field To Relate During Import

Member of
Accounts (relates the new account to an •Use existing Sugar account name
existing account)
•Use existing Sugar account name
Account Name
Use existing Sugar campaign record ID
•number
Contacts
Imports the campaign name into the
Campaign Name
new contact record, but does not relate
(4.5.1 only)
•the contact to the campaign
Use existing Sugar account record ID
•number
Using the existing Sugar account name
Leads Account Name
imports the account name into the new
lead record, but does not relate the lead
•to the account
Opportunities Account Name •Use existing Sugar account name
Contact Name Use existing Sugar contact record ID
•number
Notes •Use existing Sugar record ID number
Related To
Allows you to import and relate one
(relates the new note to the
•existing record to the note record
selected existing record)
•Use existing Sugar account name
Account Name Imports the account name into the new
target record, but does not relate the
•account to the target
Use existing Sugar lead record ID
Targets
•number
Imports the lead name as a link at the
top of the detail view of the new target
record, but does not relate the lead to
Lead ID
•the target
How Do I
...
Edit and Delete Multiple Records v4.2
Most modules provide a Mass Update sub-panel on their home page that
enables you to simultaneously edit or delete some or all of the listed
Introduction
records. This feature is useful to update information shared by several
records.

Objectives
•Edit and Delete Multiple Records
Editing and The fields that you can edit in the Mass Update sub-panel vary depending
Deleting on the module.
Multiple Records Example: In the Contacts module you can select some or all of the listed
contacts and change their account name.
Step Action
To edit information, on the module’s home page, select the checkboxes of the records
1
you want to edit.
In the Mass Update sub-panel, enter the revised values for the desired fields and click
2
Update.
To delete items, select the checkboxes of the records you want to delete and click
3
Delete. The system deletes the item from the module.
http://www.sugarcrm.com/crm/index.php?option=com_university&task=file_open&tmpl
=network&name=SM_Mass_Update
How Do I
...
Find and Merge Duplicate Records v4.5
Find and Merge Duplicates saves you time and ensures clean data and
accurate reporting. When you find and merge duplicate record information,
the duplicated records are then removed from Sugar, and only the relevant
Introduction record and data is retained. You can be confident that the records and data
you access are accurate and effective. You can find and merge duplicated
records in the Accounts, Contacts, Leads, Opportunities, Cases, and Bug
Tracker modules.

•Understand merging duplicates
Objectives •Merge duplicates from the list view
Find and merge duplicates from the detail view (in Sugar Professional and
•Sugar Enterprise)
With Find and Merge Duplicates you can merge the data of duplicated
records and then delete the unwanted duplicate records.
Find and Merge Duplicates allows you to:
Move key information and relationships from the duplicated record(s) to
the primary record and then delete the duplicate record(s) you no longer
•wish to keep.
Find and merge duplicate records which you select, from the module list
•view.
Find and Merge
Search for possible duplicates of a record in the detail view and then
Duplicates
Overview • merge them. For Sugar Professional and Sugar Enterprise.
Perform quick edits at the field level to correct spelling mistakes and data
•errors.
•View and merge duplicate records from an import.
•Merge multiple duplicates at one time.
Note: When a duplicate record is deleted, it is considered a “soft” delete;
which means that while the record no longer appears in Sugar, it is retained
in the database. To retrieve a deleted duplicate record, please contact your
system administrator.
You can merge duplicate records which you select of from the module list
Merge
view. To search for duplicate records from the module list view, conduct a
Duplicates from
basic or advanced search using the appropriate search field options.
List View
For further details on searching, see How Do I … Search.
Follow the steps below to merge the duplicate records.
Step Action
From the module home page list view, check the record boxes you wish to merge and click
Merge Duplicates.
Result: The Merge Records page displays with fields from the primary record on the left
and fields from the duplicate records on the right; a horizontal line across the page separates
1 the data with fields containing different data above and fields with identical data below.
Notes:
•The first record you selected will display as the primary record.
Your system administrator sets the number of records that can be merged at a time in your
•system.
Click Set as Primary above a duplicate record column if you wish to set it as the primary
record.
2 Result: The selected record displays on the left.
Note: This is useful and recommended if one of the duplicate records has more field data you
wish to keep.
Click the arrow buttons of the fields in the duplicate record column you wish to move to the
3 primary record fields. You can make any spelling and data corrections needed in the fields.
Result: The data from the duplicate record field displays in the primary record field.
4 •Click Save Merge to continue with the merge.
Result: A popup box displays and notes which record(s) will be deleted, and asks if you
- want to proceed.
OR
•Click Cancel to exit and return to the module list view without saving the merge.
•Click OK to proceed with the merge.
Result: The primary record is saved, the duplicate record(s) are deleted and the primary
- module list view displays.
5 •Notes:
- Once the record is deleted you cannot recover it.
You must have record editing rights in order to merge and delete records; check with
-system administrator to determine if you have the proper editing rights.
You can search for duplicate records based on data in specific fields from the
record edit detail view. Extensive filter options allow you to specify which fields
Find and Merge to use to conduct your search.
Duplicates from Note: Find and Merge Duplicates from the record detail view is available in
Detail View Sugar Professional and Enterprise editions.
Follow the steps below to find and merge duplicates from the record detail
view.
Step Action
From the record edit view, click Find Duplicates.
1
Result: The Step 1: Find Search Records to Merge With page appears.
•From the Available Fields list, select the filter condition(s) to conduct your duplicate search.
Click the arrow icon in the Filter Condition column to move the Available Field to the Filter
2 •Conditions column.
Note: You can select one filter condition to move, or select more than one at a time by holding
down the Ctrl button on your keyboard and selecting each filter you would like to move.
Select Contains, Exactly, or Starts With from the Filter Condition drop-down list for each
3
field to specify your data search.
Click Next Step.
4 Result: The Records Found To Merge With page appears with a list of duplicate record(s) if
found, or without a record list if none were found.
•Check the boxes of the record(s) you wish to merge your original record with and select
Perform Merge.
Result: The Merge Records With page appears with the primary lead in the left column and
the duplicated leads in the column(s) to the right.
•
Notes:
5 -
The original record you conducted your search from will appear as the primary record.
-
You can merge the primary record with more than one duplicated record at one time.
OR
•Select Cancel to return to the record detail view if no records were found or if you don’t want
to merge the duplicate records.
6 Merge records as described in steps 2 – 5 in the table above.
For further information on Find and Merge Duplicate Records, access the
See Also
online help which is available from the Help link in Sugar.
How Do I
...
Search v4.2
Searches enable you to find information in Sugar quickly. You can search for
Introduction
information across Sugar or restrict your search to a specific module.

•Conduct Global Search
•Understand Global Search Characteristics
Objectives
•Conduct Basic Search
•Conduct Advanced Search
•Understand Basic and Advanced Search Characteristics
Global searches allow you to search across several modules in Sugar at
once.
The system searches Accounts, Contacts, Leads, Opportunities, Quotes,
Cases, and Projects; and displays search results for each of these modules
in separate sub-panels.
When you type a character in the search field, the system performs a quick
search of possible values and presents a list of values starting with that
character.
Global Search
The global search field is located upper right corner below the module tabs,
of every page in Sugar (using the Sugar theme).
Note: The global search field may appear in other locations in themes other
than Sugar.
To perform a global search, enter the keyword in the Search field and click
•GO.
Wild Card: The % symbol is the wild card search character. All searches in
•Sugar automatically append the % wild card when searching text fields.
Example: Searching for “Acme” will match account names like “Acme
Industries” or “Acme Funds”. Searching for “%Acme” will also match
Global Search - account names like “ABC Acme Industries.”
Characteristics Case-sensitive: Depending on your database configuration, searches may
•or may not be case-sensitive.
In general, searches on Sugar installations running on the MySQL
database are not case-sensitive and those running on Oracle are case-
- sensitive.
Most modules in Sugar include a Search sub-panel at the top of the module
home page. This search is specific to the records related to the module.
The basic search allows you to perform a basic keyword search as well as
set a filter to see only records that are related to you.
To perform a basic search, in the Search sub-panel on the module’s home

Basic Search
•page, enter values for one or more fields and click the Basic Search tab.
To find only items that are related to your tasks and activities, select the
•Only My Items box.
Best Practice: The search criteria from the previous search will remain in
the search fields. Therefore, it is a best practice to clear all search fields
prior to conducting a new search.
To further filter the search results, click the Advanced Search tab. The
system displays additional fields that vary depending on the module you
select.
Advanced To perform an advanced search, in the Search sub-panel on the module’s

Search home page, enter values for one or more fields and click Search.
To return to a basic search, click Basic.
Best Practice: The search criteria from the previous search will remain in
the search fields. Therefore, it is a best practice to clear all search fields
prior to conducting a new search.
•Clear: Click Clear to view all the records available for the module.
The results of your last search will continue to appear on the module page
- until you change your search criteria or click Clear.
Best Practice: To view only the records assigned to you, select Only My
•Items in the basic search.
Context-Sensitive: The search fields are context-sensitive and vary
•depending upon the module you are searching.
When you type a character in a field, the system performs a quick search
Basic and -of possible values and presents a list of values starting with that character.
Advanced -Typing additional characters restricts the resulting list.
Search Text entered in search fields needs to match from the beginning
Characteristics of the value stored in each record unless the wild card character is
-prepended to your search.
Multiple Fields: If text is entered in
more than one search field, then a record
must match on all those fields to be
• included in the filtered list.
Mass Update: You can edit or delete items in the search results as
•described in How Do I … Edit and Delete Multiple Records.
•Numeric Strings: Numeric search strings will match anywhere in a field.
For further information on search, access the online help which is available
See Also
from the Help link in Sugar.
Activities and Calendar
How Do I
...
Understand and Manage Activities v4.5
Activities are a critical component to Sugar and provide the following
benefits over a simple scheduling and organizational tool:
When you create activities and associate them to records, you create a
comprehensive history of activities and correspondence for your accounts
Introduction
•and contacts.
You can quickly learn about upcoming and past meetings, read email
correspondence, and view detailed notes and tasks for a record when you
•view the record Activities and History sub-panels.
Objectives This guide will enable you to understand

•Activity Types
•Activities Module
•Activity Type Home Pages
•Linking Activities to Records
•Managing Activities
There are five different types of activities you can create and relate to
records in Sugar:
•Calls allow you to track all of your phone calls with leads and customers.
Meetings allow you to schedule internal or external meetings, as well as
•receive meeting invitations from others.
Tasks are for tracking any action that needs to be managed to completion
•by a due date and can be assigned to yourself, or others.
Activity Types Notes allow you to capture note information as well as upload file
•attachments.
Emails allow you to archive sent or received email messages. If you use
Microsoft Outlook, you can quickly archive email messages with the Sugar
•Plug-in for Outlook.
Activities can be created from:
•Activities: Home page Shortcuts section
•Activities or History sub-panels in the record detail view of most records
The Activities module provides quick and easy access to all of your activity
records and a list view of your calls. The Activities tab is unique in that it
provides one location to access activity records that belong to different
modules. When you access an activity home page, notice which module tab
Activities is highlighted.
Module •When you click the Calls or Meetings link, the Calendar tab is highlighted.
Overview - Calls and Meetings are part of the Calendar module.
•When you click the Notes or Tasks link, the Activities tab is highlighted.
- Notes and Tasks are part of the Activities module.
•When you click the Emails link, the Emails tab is highlighted.
- Emails are part of the Emails module.
Each activity type has a home page, which is accessible from the Activities
module Shortcuts section: Calls, Meetings, Tasks, Notes, Emails.
Activity Type
From the activity type home page you can:
Home Pages
•See a list view of every record you created for that activity type
•Create or update scheduled activities and search for existing activities
Linking You can view and manage all activities related to a record from the record
Activities to detail view in the Activities and History sub-panels.
Records Notes and attachments will automatically display in the record History sub-
panel. All other activities will display in the record Activities sub-panel, and
will automatically move from the Activities sub-panel to the History sub-
panel when:
An activity is manually closed by clicking the Close icon on the left of the
•Activities list view, OR
A task status is set to Completed or a scheduled meeting or call status is
•set to Held or Not Held, OR
•An email is composed and you click Send or Save Draft
You can view and print a summary of notes, attachments, and all other
related closed or completed activities from the record History sub-panel. For
further details on viewing and printing history, see How Do I … Manage
Record History.
The activity detail view allows you to make changes to the activity by
selecting the Edit, Duplicate, or Delete buttons.
•Edit: Select Edit to see the edit view and edit the activity.
Duplicate: Select Duplicate to make a copy of the existing activity to
•modify.
•Delete: Select Delete to remove the activity from the record.
Managing - Click Yes if you wish to delete the activity, OR
Activities Click No if you wish to retain the activity and return to the activity detail
-view.
Note: Your system administrator determines who has privileges to delete
records. Please check with your system administrator to confirm your
-privileges.
For further details on managing activities, see How Do I … Create and
Manage Records.
For further information on Activities:

Access the online help, which is available from the Help link in Sugar.
See Also •
•How Do I … Manage the Calendar
•How Do I … Create and Manage Tasks
•How Do I … Create Calls and Meetings
How Do I
...
Manage the Calendar v4.5
The Calendar is a key part of managing your schedule and upcoming
activities in Sugar. You can create calls, meetings, and tasks from the
Calendar module. When you assign a start date or due date to one of these
Introduction
activities, they will appear in your Sugar calendar on the corresponding
calendar day. They will also appear on the appropriate day in the calendar
of other users who are invited to a call, meeting, or assigned a task.

•Calendar Options
Objectives
•Creating Calendar Activities
•Managing Calendar Activities
Calendar You can view the Calendar by day, week, month, or year format.
Overview Viewing the calendar by Day format allows you to view your Task List on
•the same page.
The Share button allows you to view the Shared Calendar page and check
for busy or free times of other users.
-All users can view the subject of other users’ scheduled appointments.
Administrators can view the appointment details, and edit, duplicate, or
-delete appointments.
You can create Calls, Meetings, and Tasks in the Calendar module from:
•Shortcuts section on the Calendar home page
Create Appointment quick form on the Calendar home page (for Calls
Creating
•and Meetings)
Calendar
Activities •Day format by clicking the specific time of day (for Calls and Meetings)
•
For further details on creating Calls, Meetings, and Tasks, see How Do I …
Create Calls and Meetings and How Do I … Create and Manage Tasks.
To change or update a call, meeting, or task that appears in your calendar,

click on the activity name to access the activity detail view.
You can also view the Additional Details popup window by hovering over
the call, meeting or task name in the calendar.
The detail view allows you to make changes to the activity by selecting the
Edit, Duplicate, or Delete buttons.
•Edit: Select Edit to see the edit view and edit the activity.
Managing Duplicate: Select Duplicate to make a copy of the existing activity to
Calendar •modify.
Activities •Delete: Select Delete to remove the activity from the record.
- Click Yes if you wish to delete the activity, OR
Click No if you wish to retain the activity and return to the activity detail
-view.
-privileges.
Close and Create New: Select Close and Create New to close the current
•task and create a new similar task.
For further information on Calendar:

Access the online help which is available from the Help link in Sugar.
See Also •
•How Do I … Understand and Manage Activities
•How Do I … Create and Manage Tasks
•How Do I … Create Calls and Meetings
How Do I
...
Create and Manage Tasks v4.5
Tasks allow you to keep track of important action items. To manage and
track a task in your Sugar calendar, assign a due date to the task. When
Introduction you create a task, you can assign it to yourself or to another user. You can
relate a task to most records from the Activities sub-panel in the record
detail view.

•Access Tasks
Objectives
•Create Tasks
•Manage Tasks
As the Tasks module does not have its own tab, the Tasks list view is
available from the following:
From the Activities tab, click on Tasks in the Shortcut section; the
•Tasks: Home page appears.
Accessing Tasks
From the Calendar tab, click on Tasks in the Shortcut section; the Tasks:
•Home page appears.
From the Calendar tab, Day format, the tasks assigned to you appear on
•the right in the Task List.
All tasks you create will appear in the Task List on the Tasks: Home page
and the Calendar module when viewing the calendar in Day format.
Tasks can be created from the:
Creating Tasks •Activities sub-panel of most records
•Calendar module Shortcuts section
•Home module Shortcuts section
Follow these steps to create a task from the Activities: Home page
Shortcuts section.
Step Action
From the Shortcuts section on the Activities: Home page, click
1 Create Task.
Result: The Tasks: page appears.
2 On the Tasks: page:
Complete the Subject, Due Date & Time, Start Date & Time,
•Priority, Team, Assigned to, Description, and Status fields.
To link the task to an existing record, select the appropriate record
•type from the drop-down menu.
Click Select to choose the appropriate record from the
-record search window.
Click Select to choose the appropriate
Contact Name from the record search
• window.
See the table below for details of key fields.
Notes:
When you relate a task to a record, it will appear in the record detail
•view in the Activities sub-panel.
When you change the status to Completed or Deferred it will
automatically move from Activities sub-panel to the History sub-
•panel of the related record.
Click Save to save your information and display the Tasks detail view,
or Cancel to exit the page without saving the information.
3 OR
Click Close and Create New to save the task and create a new task
with similar details.
Field Description
Click the calendar icon and select the completion date for the
task; enter the time in the adjoining box. If there is no specific
deadline for the task, select the None box.
Notes:
The task will appear on your calendar only if a due date and
Due Date •time is entered.
& Time If no time is entered, the system will default the time to
- 12:00 pm.
When you view a task in the Task list on the Tasks: Home
page and the Calendar module, the due date will display in
orange if it is due the same day and will display in red if it
•was due on a prior day.
Enter the name of the team that is allowed to view the task
information. To ensure record visibility, the Assigned To must
reside on the team selected. The system automatically sets
Team record visibility of a new task to the creator of the record.
Note: The Team field is available with Sugar Professional and
Sugar Enterprise. Team functionality is not available in Sugar
Open Source and all records are viewable by all users.
Enter the name of the individual who is responsible for the
task; the system assigns the creator of the record by default.
To choose an existing user:
Perform a quick search by typing the user name in the field; if
it is an existing name, the system will auto-populate the
•name, OR
Assigned
•Click Select and choose the user from the Users list.
to
Notes:
When a task is assigned to someone other than the logged in
user, the new owner will receive an email notification with the
•new task details.
The Assigned To user must be a member of the team selected
•in this sub-panel in order for the assigned user to see it.
Status Select the status of the task from the drop-down:
•Not Started: Select if you have not started the task.
In Progress: Select if you have started the task, but have
•not yet completed it.
•Completed: Select if you have finished the task.
Pending Input: Select if more information is required to
•finish the task.
Deferred: Select if the task has been delayed to a future
•time.
Notes:
Changing the status to Completed or Deferred will
automatically move the task from the Activities sub-panel to
•the History sub-panel.
The Status drop-down list can be modified by your system
•administrator to fit your company processes.
You can view and edit your existing tasks in the:

•Activities module; select Tasks from the Shortcuts section.
•Calendar module Task List when viewing the calendar in Day format.
Calendar module on the appropriate calendar date of the selected due
•date.
- Hover over the task name for the Additional Details popup window.
•Home module in the My Open Tasks dashlet
•Related record detail view in the Activities or History sub-panel
•Tasks: Home page
The Tasks edit view allows you to make changes to the record by selecting
the Edit, Duplicate, or Delete buttons.
Managing Tasks
•Edit: Select Edit to see the edit view and edit the record.
Duplicate: Select Duplicate to make a copy of the existing record to
•modify.
•Delete: Select Delete to remove the record from the module.
- Click Yes if you wish to delete the record, OR
Click No if you wish to retain the record and return to the task
-detail view.
Close and Create New: Select Close
and Create New to close the current task
• and create a new similar task.
privileges.
For further information on Tasks:

Access the online help, which is available from the Help link in Sugar.
See Also •
How Do I
...
Create Calls and Meetings v4.5
Using Sugar to schedule your calls and meetings allows you to develop an
on-going record of communication history for each customer.
Calls allow you to schedule and track your phone calls.
Introduction Meetings allow you to schedule and track internal or external meetings, as
well as receive meeting invitations from others.
When you schedule a call or meeting in Sugar, you can also invite
participants to attend via email.

•Understand options for creating calls and meetings
•Create Calls or Meetings from:
Objectives -Activities Module
-Activities sub-panel
-Calendar Module in Day format
• Manage Calls and Meetings
Calls and Meetings can be created from the:

Creating Calls •Calendar module Shortcuts section
and Meetings •Calendar module in Day Format
Overview •Calendar module Create Appointment quick form
•Home module Shortcuts section
•Activities sub-panel of most records
When you schedule calls and meetings in Sugar, you can manage your
Activities appointments from your Sugar calendar. The Calls and Meetings Scheduling
Module: panel allows you to view your own and other Sugar users’ schedules before
Creating a Call sending an email invitation.
or Meeting Follow these steps to schedule a call or meeting from the Activities: Home
page Shortcuts section.
Step Action
From the Shortcuts section on the Activities: Home page, click
1 Schedule Call or Schedule Meeting.
Result: The Calls: or Meetings: page appears.
On the Calls: or Meetings: page:
Complete the Subject, Location (for meetings only), Start Date &
Time, Duration, Reminder, Description, Status, Team, and
•Assigned to fields.
To link the task to an existing record, select the appropriate record
•type from the drop-down.
2
Click Select to choose the appropriate record name from the record
-search window.
Note: When you relate a call or meeting to a record, it will appear in

the record detail view in the Activities sub-panel.
From the Scheduling panel search for and add participants to the
call or meeting.
In the Add Invitees section, enter the entire or partial first name,
•last name, or email address and then click Search.
Result: The search results display with an Add button next to each
- name.
3 Click the Add button to add the user to the list of invitees and check
•schedules for time conflicts.
Notes:
You will see schedule information of busy times and conflicts
•displayed for fellow employees who use Sugar.
You can add more invitees to a saved appointment at any time from
•the Calls or Meetings edit view.
Click the Send Invites button to send email invitations to all invitees.
Result: Email invitations are sent, the information is saved, and the
Calls or Meetings detail view page displays.
Notes:
Users sub-panel: Invitees who use Sugar will appear in the Users
•sub-panel of the Calls or Meetings detail view
4 Contacts sub-panel: Invitees who are contacts in Sugar will display
•in the Contacts sub-panel of the Calls or Meetings detail view.
When fellow employees who use Sugar accept the email invitation,
the scheduled appointment will appear on the appropriate day in
•their Sugar calendar.
When you click Send Invites for new invitees, all invitees will be
•notified.
If you did not click Send Invites, click Save to save your information
and display the Calls or Meetings detail view, or Cancel to exit the
page without saving the information.
5
OR
Click Close and Create New to save the appointment and invitees
list and create and schedule a new appointment with similar details.
Field Description
Start Date Click the calendar icon and select the start date for the
& Time appointment; enter the time in the adjoining box.
appointment; the system assigns the creator of the record by
default.
Perform a quick search by typing the user name in the field;
if it is an existing name, the system will auto-populate the
•name, OR
Assigned
to
Notes:
When a call or meeting is assigned to someone other than
the logged in user, the new owner will receive an email
•notification with the call details and a link to the task.
The Assigned To user must be a member of the team
selected in this sub-panel in order for the assigned user to
•see it.
Reminder Check this box to receive an automated pop-up window
reminder in Sugar about your appointment.
•Select the desired reminder time from the drop-down.
Select the scheduled status of the appointment from the drop-
down (for Call only, select Inbound or Outbound first):
Planned: Select if the meeting or call is scheduled to take
•place
Held: Change the status from Planned to Held after the
•meeting or call has taken place
Not Held: Change the status from Planned to Not Held if the
•meeting or call did not occur for any reason.
Status
Notes:
Changing the status to Held or Not Held will automatically
move the appointment from the Activities sub-panel to the
•History sub-panel.
You can also move the appointment to the History sub-panel
by clicking the Close icon from the Calls or Meetings list
•view.
•Inbound and Outbound options are available only for calls.
Enter the name of the team that is allowed to view the
appointment information. To ensure record visibility, the
Assigned To must reside on the team selected. The system
automatically sets record visibility of a new call or meeting to
Team
the creator of the record.
Note: The Team field is available with Sugar Professional and
Sugar Enterprise. Team functionality is not available in Sugar
Open Source and all records are viewable by all users.
You can also create a call or meeting from the Activities sub-panel in the
Activities Sub-
detail view of most records. This is a convenient way to create an
panel: Creating
appointment and link a record without leaving the record module. Follow
a Call or
Meeting these steps to create a call or meeting from Activities sub-panel in the
record detail view:
Step Action
From the record detail view in the Activities sub-panel, click
Schedule Call or Schedule Meeting.
1
Result: A short form of the Schedule Call or Schedule Meeting
page appears.
Specify the Subject, Description, Status, Start Date & Time and
Duration.
2 •Click Full Form to access all the fields for Calls or Meetings.
Result: The Call: or Meeting: page will appear. Follow the steps
•above to complete your record.
Click Save to save the new appointment information, or Cancel to
exit the record without saving the information.
3
Result: The information is saved and the record detail view appears
with the new appointment record in the Activities sub-panel.
Calendar Day
Calls and meetings can also be created directly from the calendar.
Format:
Follow these steps to create a call or meeting from the Calendar in Day
Creating a Call
or Meeting Format.
Step Action
In the Calendar Day format, click on the specific time you wish to
schedule the meeting.
1
Result: The time slot expands and Schedule Call and Schedule
Meeting options appear with a Subject field box.
Select the appointment type you wish to create, then complete the
2
Subject field.
Click Save to save the new appointment information.
3 Result: A new appointment is created and the Calls or Meetings
detail view displays with the new call or meeting record.
You can view and edit your existing calls and meetings from the:
Calls: Home page and Meetings: Home page; which are available from
•the Shortcuts section on the Activities and Calendar tabs.
Calendar module on the appropriate calendar day of the selected
•appointment date.
Hover over the task name for the Additional Details popup
-window.
Activities: Home page Call List (Calls
• only)
•Home page in the My Calls and My Meetings dashlets
The Calls or Meetings edit view allows you to make changes to the record
Managing Calls by selecting the Edit, Duplicate, or Delete buttons.
and Meetings •Edit: Select Edit to see the edit view and edit the record.
•modify.
Click No if you wish to retain the record and return to the call or
-meeting detail view.
Close and Create New: Select Close
and Create New to close the current task
• and create a new similar task.
privileges.
For further information on Calls and Meetings, access
See Also •The Online help, which is available from the Help link in Sugar.
ADMINSTRATION
System Configuration
How Do I
...
Configure System Settings v4.2
Configuring systems settings enables the administrator to configure basic
system settings to personalize the system to behave, look, and feel
according to your organization’s specifications.
Introduction
These system-wide settings apply to all users in your organization.
However, users can override some default settings, such as the default date
format, by specifying different settings in their My Accounts page.
This guide will enable you to configure the following Sugar settings:
•Access System Settings
•User Interface
•Logos
•Proxy Settings
Objectives •Customer Self-Service Portal
•SkypeOut
•Mail Merge
•Default Currency
•Export
•Advanced
Accessing The System Settings page is available from the system links, in the top
System Settings right corner of Sugar.
Step Action
1 Login to Sugar with your administrator login and password.
Click the Admin link in the system links in the top right corner.
Result: The Administration: Home page appears.

In the System sub-panel, click the System Settings link.
3
Result: The System Settings page appears.
Saving Systems To save, restore or cancel the settings for each sub-panel on the System
Settings Settings page, see below.
Step Action
1 To save the settings, click Save.
2 To restore the default settings, click Restore.
To exit the System Settings page without saving your changes,
3
click Cancel.
User Interface The first sub-panel enables you to configure the User Interface. Update the
User Interface fields as desired. See below for a description of each field.
Field Description
From the drop-down list, select a date format for all items
Default date such as quotes and contracts. Users can override the
format default format by setting a different date format in their My
Account page.
From the drop-down list, select a Sugar User Interface
Default
theme for your organization. Users can select their own
theme
theme from the login page.
Enter the maximum number of items you want displayed in
Listview
the list view. The system paginates lists that contain more
items per
the specified number of items. Users cannot override this
page
system setting.
By default, each page displays the time taken to for the
server to respond when users attempt to access the
Display
system. This server response time does not take network
server
transmission time or client-side rendering time into
response
account. It is rather an indication solely of the performance
times
of the server. Deselect this box if you do not want to display
this information.
From the drop-down list, select a time format to display in
Default time all items such as cases or opportunities. Users can override
format the default format by setting a different time format in their
My Account page.
From the drop-down list, select the default language for the
Default Sugar User Interface. If multiple language packs have been
language installed, then users can select their own language from the
login page.
Enter the maximum number of items you want displayed
Sub-panel
per sub-panel. The system paginates lists that contain
items per
more than the specified number of items. Users cannot
page
override this system setting.
Display tabs By default, the Login page displays the Sugar module tabs
on login on the Login page. Deselect this box if you do not want to
screen display these tabs on the Login page.
You can upload your organization’s logo to display in the Sugar User
Logos
Interface, in the upper left corner, as well as in PDF copies of quotes.
Step Action
The current logo in use appears at the top of the Logos sub-panel,
1 in the Current logo in use field. This logo appears in the upper
left corner of Sugar.
2 To upload a new company logo, enter the path to the location of
the logo that you want to upload from your local machine in the
Upload new logo (212x40) field.
Or, click Browse to navigate to the location of the logo on your
local machine.
Notes:
The logo dimensions should be 212 X 40, having the standard
•transparent color for the background, and be in PNG format.
•You may need to do a hard refresh to see the change:
-Internet Explorer: Ctrl+F5
-Firefox on Windows or Linux: Shift+Ctrl+R
-Firefox on Mac: Shift+Command+R
The Logo used in Quotes (85%) field displays the current logo
3
that appears in PDF copies of quotes.
To upload a new company logo, enter the path to the location of
the logo that you want to upload from your local machine in the
Upload new Quote logo (867x74) field.
Or, click Browse to navigate to the location of the logo on your
4 local machine.
The system displays this logo in PDFs of quotes that your users
create.
Note: The logo dimensions should be 867 x 74, and in JPEG
format.
If you are using a proxy server to connect to the Web you will need to
enter the information here to allow the system to check for updates (all
versions) and validate license keys (Professional and Enterprise editions
Proxy Settings only).
For full details on license keys please see the “License Management”
section in the Sugar User and Administrator Guide.
To configure a proxy server configure the fields as described below.
Field Description
If you want to connect to the Internet through a proxy
Use proxy server, select this option.
server? Result: The system displays fields to specify the
proxy host and port number.
Proxy Host Enter the name of the proxy server host
Port Enter the port number for the proxy host.
If your proxy server requires authentication, select
this to enable server-to-server authentication and
connect the Sugar server to the company’s proxy
Authentication?
server.
Result: The system displays fields to specify the user
name and password.
User Name Enter the user name.
Password Enter a password for the user.
Select this option to integrate your organization’s self-service portal with

Sugar. This enables your customers to access your Sugar items such as
Customer Self-
notes and cases.
Service Portal
To enable self-service portal select the Enable self-service portal
integration box.
SkypeOut Select this option to allow users to make calls through Skype.
To enable Skype, select the Enable SkypeOut integration? box.
Note: You must enter the number in the following way (even for local
calls): "+" + "country code" + "number". You can also use "00" or "011"
before the country code.
See http://www.skype.com/help/faq/skypeout.html#calling for full details.
Examples (using the country code "1" for calling USA):

•+ 1 (555) 555-1234
•+15555551234
•00 1 555 555 1234
•011-1-555-555-1234
If your users have installed the Sugar Plug-in for Microsoft Word, this
option enables mail merge at the system level by providing a Mail Merge
link at the top of a list view.
Mail Merge
Note: Users must also have selected the Mail Merge option from the My
Account link, User Settings sub-panel.
Select this option to specify the default currency for your organization.
Users can override the default currency by setting a different one in their
Default
My Account page.
Currency
To specify default currency set any of the options described in the fields
below.
Field Description
Currency Enter the name of the currency that your organization
name uses to conduct business.
Currency
Enter the symbol for the currency.
symbol
Enter the ISO code for the currency.
ISO 4217
See http://www.iso.org/iso/en/prods-
currency code
services/popstds/currencycodeslist.html
1000s Specify a delimiter to separate thousands when users
separator specify a numeric value for the amount.
Decimal
Specify a default decimal symbol.
symbol
By default, both users and administrators can export files from Sugar.
To remove the Export link from pages in the application export files set any
of the options described in the fields below. This option affects all users.
Export
Note: To explicitly set specific users with export access, see the Sugar
User and Administrator Guide about specifying roles and access
controls.
Field Description
Select this option if you want to prevent all users and
Disable export
administrators from exporting data.
Admin export Select this option if you want to allow only
only administrators to export data.
Select any of the advanced configuration options described in the fields

Advanced
below.
Field Description
Validate user For security purposes, select this option to validate the
IP address IP addresses of users who log into Sugar.
For performance tuning investigation, select this option
Log slow
to log the system’s slow responses to user queries in
queries
the sugarcrm.log file.
Enter the maximum file size, in KB, that users are
Maximum
allowed to upload. This is also dependent on PHP’s
upload size
upload settings.
Log memory Select this option to record memory usage in the
usage sugarcrm.log file.
Specify the threshold, in milliseconds, that defines slow
Slow query
queries. Queries that take longer that the threshold
time threshold
time are logged in the
(msec)
sugarcrm.log file.
For debugging purposes, select this option so that if an
Display stack error occurs when users are running the application, the
trace of errors system displays where the error occurred in the
application’s stack trace.
For further information on System Settings, access the online help which is
See Also
How Do I
...
Manage Users v4.2
User Management allows you to create, edit, activate, and deactivate users
Introduction
in Sugar.
Objective This guide will enable you to:

•Understand User Types
•Access User Management
•Create Users
•Manage User Information
•Edit or Delete Multiple Items
Sugar has four types of users: end-users, administrators, group users and
portal-only users. Privileges for each user are described below.
End-user: Can access and use Sugar modules but does not have
•administrative privileges.
Administrator: Has administrative privileges in Sugar to perform tasks
•such as creating users.
User Types
Group user: Is a bucket that you use to collect inbound emails for
distribution. A group user is not a real user and, therefore, cannot log into
Sugar. You create a group user when you create a group for an inbound
•email inbox.
Example: You can create a group user named Support to handle customer
- support issues.
Accessing User The Users page is available from the system links, in the top right corner of
Management Sugar.
Step Action

In the Users sub-panel, click the User Management link.
3
Result: The Users: Home page appears.
After you create the user, the system adds the user name to the user list on
the Users Home page.
Creating Users
This information will also appear on the Employees page, which can be
accessed by clicking the Employees link.
Step Action
1
In the Shortcuts section of the Users Home page, click Create Users.
In the top sub-panel, enter the user name, the login name and
2
password, and the user status.
3 In the User Settings sub-panel select the following:
Select the appropriate box to specify whether the user is an
•administrator, a group user, or a portal-only user.
Specify whether the system should send an email notification to
•the user when a record is assigned to that person.
The system displays the default values for the date and time
format, the time zone, and currency values as specified on the
•System Settings page.
- You can change these values for individual users if necessary.
•Specify automatic reminders for upcoming meetings and calls.
If the user has access to the Sugar Plug-in for Microsoft Word, you
•can enable the Mail Merge option.
In the User Information sub-panel, specify the user’s employee
status, title, department, phone numbers, IM (Instant Messenger)
4
type and ID.
You can add comments in the Notes field, if necessary.
In the Address Information sub-panel, specify the user’s home
5
address.
In the Calendar Options sub-panel, you can enter a publish key to
6 prevent others from publishing the user’s calendar without
authorization.
In the Edit Tabs sub-panel, you can limit access to Sugar by
granting the user access to specific modules.
By default, the user has access to all the modules.
To change the position of tabs, click the selected tab in the Display
•Tabs list, and then the up or down arrow to the left.
7 To hide a module from the user’s view, move the module tab to the
•Hide Tabs list using the right arrow.
To display a module to a user, move it from the Hide Tabs list to
•the Display Tabs list using the left arrow.
To globally remove tabs, move the module tab to the Admin
•Remove Tabs with the far right arrow.
In the Email Options sub-panel
Enter the user’s email addresses, the user name and address that
•displays in outbound emails.
•Create or select an existing signature for the user.
8
By default, the email format is HTML, but you can change it to
•plain text format.
•You can also choose to display email counts.
•The user can override these options.
In the Outbound Email Settings sub-panel, select the Mail
9 transfer agent for the user’s outbound emails. You can choose either
Sendmail or SMTP.
In the Inbound Email Settings sub-panel
Specify Mail Server information such as its address, protocol, port
•number, status, user name and password.
•To ensure that the settings are accurate, click Test Settings.
Click Show Advanced to set the following options:
Use SSL: Select this box to use Secure Socket Layer (SSL) when
•connecting to the mail server.
10 Leave Messages on Server: Select this box to save your inbound
•messages on the email server instead of the Sugar server.
Import only since last check: Select this box to instruct the
system to import only email messages that are new since the last
•time you checked for messages.
Note: Selecting this option could slow down performance because
the server will check every message to ensure that you have not
- already read it.
To create the user record, click Save; click Cancel to exit the page
11
without saving your changes.
To change the user password, click Change Password, enter the
12
new password, and then click Save.
Once a user is created, you can update the record as well as assign roles.
User records cannot be deleted in Sugar; this allows the system to maintain
Managing User a historical context of users and their assignments. Instead of deleting
Information users, change the user status from active to inactive.
To update the status of some or all users in the Users list, use the Mass
Update sub-panel; details are in the Editing Multiple Items section below.
Step Action
To view a user’s details, click the user’s name in the Users list.
Result: Additional sub-panels appear
The read-only role-based privileges table will appear if the user
1 •has been assigned a role.
•Assign a user to a role in the Roles sub-panel.
Assign a user to a team in the Teams sub-panel (Professional and
•Enterprise editions only).
To edit user details, on the detail page, click Edit, change the
2
information as needed. When edits are complete, click Save.
To duplicate the user details, on the detail page, click Duplicate,
3
edit the information as necessary.
To change the user password, on the detail page, click Change
4
Password, enter the new password.
Editing Multiple
The status of multiple users can be changed at the same time.
Items
Step Action
1 Select the checkboxes of the users you want to edit.
In the Mass Update sub-panel, enter the revised status for the
2
desired fields and click Update.
For further information on Managing Users, please see

•How Do I … Manage Roles
How Do I
...
Manage Roles
Roles enable you to group users according to the tasks that they need to
Introduction
perform and then define a set of privileges.
Objectives This guide will enable you to:

•Define Role Characteristics
•Access Roles
•Create Roles
•Set Role Privileges
•Duplicate Roles
Roles have the following characteristics:

Roles control what a user can do with a record once the system retrieves
•the record from the database.
- Teams, on the other hand, control data retrieval security.
A particular set of privileges can be identified as a role and assigned to a
•user.
Role
•A role takes effect when you assign it to a user.
Characteristics
You can assign users to more than one role. When a user is assigned to
•multiple roles, the role with the more restrictive prevails.
All changes to roles such as changing role definitions, granting, or revoking
•roles to and from users take effect upon new login sessions.
When you deny access to a module, the related sub-panels that display on
•other module pages are also removed.
The Role page is available from the system links, in the top right corner of
Accessing Roles
Sugar.
Step Action

In the Users sub-panel, click the Role Management link.
3
Result: The Role page appears.
The appropriate roles will be set up just once, and then users will be
Creating Roles
assigned to each role.
Step Action
1 In the Shortcuts section of the Role page, click Create Role.
2 Enter a name for the role.
3 Enter a description for the role.
Complete the privileges in the table sub-panel. See the Setting
4
Privileges section for details.
To create the role, click Save; click Cancel to exit the page
5
Setting Role A role defines a set of privileges to perform specific tasks. You can create
Privileges multiple roles. You can then assign one or more users to each role to enable
them to access the appropriate Sugar modules and perform the tasks.
Example: You can create a role called Support with privileges to access,
read, and write to the Bug Tracker module. Then, users assigned to the
Support role can access the Bug Tracker module to view and report bugs.
You can further specify whether role members can import and export bug
information.
Step Action
To specify access to a module, double-click the Access field
1 corresponding to that module, and from the drop-down list, select
Enabled; to deny access to the module, select Disabled.
To specify the user type, double-click the User Type field
2 corresponding to the module, and select Normal (for End-user
privileges) or Admin (for Administrator privileges).
To allow a specific privilege for a module, such as editing or deleting
records, double-click the appropriate action field corresponding to
the module, and select one of the following:
All: Allows all users of the specified user type to delete a record in
3 the module.
Owner: Allows only a record’s owner to delete the record.
None: Prevents all users of the specified user type from deleting
records in the module.
Privilege descriptions are in the table below.
Privilege Description
Delete records in the module. If None is selected, the Delete
Delete
button is disabled on the Detail page.
Edit records in the module. If None is selected, the Edit
button is disabled on the Detail page. Additionally, the user
Edit
cannot use the Mass Update section to update records for the
module.
Export data in the module. The Export link located at the top
Export of a list view is removed when this privilege is not available
to the user.
Import item data in the module. The Import link in the
Import navigation bar does not appear when this privilege is not
available.
List views of records in the module. The user is unable to
List access the module list view when this privilege is not
available.
View items in the module. The user is unable to access
View the module detail view when this privilege is not
available.
Duplicating For creating new roles, a best practice is to duplicate existing roles to save
Roles time setting role privileges.
Step Action
1 In the Shortcuts section of the Role page, click List Roles.
2 Select the role that is similar to the new role you wish to create.
3 Click the Duplicate button.
4 Edit the role fields and privileges as desired
5 To create the role, click Save; click Cancel to exit the page
For further information on role management, please see:

•How Do I … Manage Users
How Do I
...
Manage Teams v4.2
Sugar Professional | Sugar Enterprise
Use the Team Management option (available in Sugar Professional and

Enterprise editions) to manage teams for your organization and manage
Introduction teams and restrict access to records.
All records such as accounts, contracts, and opportunities are assigned to a
specific team and can only be accessed by team members.

•Understand Team Characteristics
•Access Teams
•Create Teams
Objectives •Assign Users to Teams
•Manage Team Information
•Understand Team Membership
•Create Team Notices
•Manage Team Notices
Team •Teams control data retrieval security.

Characteristics Roles, on the other hand, control what a user can do with a record once
- the system retrieves the record from the database.
•Teams apply to every record in Sugar.
•The universal team is Global.
-When users are created they are a member of Global by default.
-Do not delete the Global team.
- Editing the Global team name is not recommended.
•A user can belong to one or more teams.
•A private team is automatically created when you create a user.
- This appears as the user name in parenthesis.
•Private teams include the reporting hierarchy.
A user can see the records of any user below them on the hierarchy,
- regardless of their team membership.
•Administrators can manually add any user to any team.
Administrators are implicit members of every team, and therefore can see
•all records.
•A best practice is to create users and then organize them by teams.
When creating new records, such as accounts and opportunities, the Team
field is required and you are unable to save a record without this field
•completed.
Note: The Team field appears on Sugar Professional and Sugar Enterprise
editions. On Sugar Open Source the field is implied, and all users are
-assigned to the Global team.
Accessing The Teams page is available from the system links, in the top right corner of
Teams Sugar.
Step Action

In the Users sub-panel, click the Team Management link.
3
Result: The Teams page appears.
Creating Teams Create a team and then assign users to it.
Step Action
In the Shortcuts section of the Teams Home page, click Create
1 Team.
Result: The Teams page appears.
2 Enter the team name and a brief description.
Click Save to create the team; click Cancel to exit the page
3
Once the system has created the team, you need to assign users to the
Assigning Users
team.
to Teams
Step Action
On the Team home page, in the Team List sub-panel, click the
1
team name to view its detail page.
On the detail page, click Select in the Users sub-panel to view the
2
Users list.
Select the users that you want to add to the team and click
Select.
3 To search for a user, use the Search field on the top of the page.
Result: The names of the selected users display in the Users sub-
panel on the team’s detail page.
To return to the Teams home page, click Teams in the Shortcuts
4
section.
Managing Team Once you have created a team notice, you can update it by following the
Information steps described below.
Step Action
1 To view a team’s details, click the team name in the Team list.
To edit team details, on the detail page, click Edit, change the
2
information as needed, and click Save.
To duplicate the team details, on the detail page, click Duplicate,
3
edit the information as necessary and click Save.
4 To delete the team, on the detail page, click Delete.
To delete multiple teams, select the teams the Teams home page,
5
and click Delete.
Assigned users can be removed from teams by clicking the
6
Remove icon in the Users sub-panel.
Users can be both explicitly and implicitly assigned to teams, and will
appear as either Member, or Member Reports-to.
Member: When a user is manually, or explicitly, assigned to a team as
described above, the user will appear as a Member in the Membership
•column.
Member Reports-to: When a user is manually assigned to a team, the
user’s management reporting hierarchy is implicitly added to the team as
well. This ensures that members of the user’s management hierarchy also
have visibility over the records of the user in question. Implicit members
•appear as Member Reports-to in the Membership column.
Implicit team members cannot be removed from teams; the remove icon
-does not appear next to their names.
Implicit team members can also be explicitly, or manually, assigned to
-teams; the remove icon will appear next to their names.
Due to the implicit membership, clicking the remove icon will not remove
 them from the team.
Team
To remove an implicit member from a team, either a down-level user in
Membership
the reporting hierarchy must be removed from the team, OR the
- reporting hierarchy must be broken.
•Example:
In the reporting hierarchy below, Will and Chris both report to Jim. Will is a
member of the East team; Chris is a member of the West team. As a
- result, Jim will be an implicit member of both the East and West teams.
To delete Jim from the West team, either Chris must be removed from the
West team, or Chris must no longer report to Jim.
For each team, you can create team notices that broadcast team-specific
Creating Team
information to team members. These broadcasts display as a scrolling
Notices
marquee in the Team Notices area of the each team member’s home page.
Step Action
In the Shortcuts section of the Teams Home page, click Create Team
1
Notice.
2 On the Team Notice page, enter information for the fields below:
To create the team notice, click Save; click Cancel to exit the
3
To view the Team Notice list, click Team Notices in the Shortcuts
4
section.
Field Description
Click the Calendar icon and select the date to begin
Date Start
broadcasting the team notice.
Click the Calendar icon and select the date to end the
Date End
broadcast.
Title Enter the message title.
Click Select to view the team list; click a team name to
Team
select it.
From the drop-down list, select Visible to make the notice
Status visible to team members; select Hidden to hide the
notice.
Enter the text for the team notice, which will appear as
Description
scrolling test on the team home page.
URL Title Enter the title for a URL if desired.
Enter the desired URL, which the team can access from
URL
the notice on their home page.
Managing Team
To update your team notices, follow the steps below.
Notices
Step Action
To update the start date and end date of some or all notices, use
1
the Mass Update section on the Team Notices Home page.
To edit a notice, click its title in the Team Notices list, revise the
2
details as needed, and click Save.
To delete one or more notices, on the Team Notices Home page,
3 select the notice you want to delete and click the corresponding
Delete icon.
For further information on Team Management, access the online help which
See Also
is available from the Help link in Sugar.
How Do I
...
Configure Email Settings v4.2
Introduction Email Settings is used to set the default settings for outbound emails.
This guide will enable you to configure the following email settings:
•Access Email Settings
•Save Email Settings
Objective
•Set Email Notification Options
•Set User Email Defaults
•Set Outbound Email Options
Accessing Email The Email Settings page is available from the system links, in the top right
Settings corner of Sugar.
Step Action

In the Email sub-panel, click the Email Settings link.
3
Result: The Email Settings: Configure page appears.
Saving Email To save, restore or cancel the settings for each section on the Email
Settings Settings page, see below.
Step Action
1 To save the settings, click Save.
To exit the Email Settings page without saving your changes, click
2
Cancel.
Email Email Notification options enable default notification settings that specify
Notification the “From” name and address for notification emails that you send your
Options users when you assign an item record to them.
Field Description
“From” Name Enter the name of the sender.
“From” Address Enter the address of the sender.
Select this option to send email notifications to
Notifications on?
users when a record is assigned to them.
Select this option to send an email notification to
Send Notifications by
new users when you create their record in the
default for new users?
User Management page.
From the drop-down list, select the Mail Transfer
Mail Transfer Agent Agent for your outbound emails. You can select
either Sendmail or SMTP.
User Email User Email Defaults defines the email format and the email client for
Defaults
outbound emails.
Field Description
Compose
email From the drop-down list select HTML Email or Plain
messages in Text Email as the email format.
this format
From the drop-down list select SugarCRM Mail Client,
the default; or External Mail Client (for example,
Microsoft Outlook).
This will change the hyperlinks for email addresses based
Compose
on the option that is selected.
email using
Notes:
this client
Select SugarCRM Mail Client for the Compose Email
•screen to be default.
Select the External Mail Client to send an email
•through your own client.
Use the Outbound Email Options sub-panel to define the number of mass
Outbound Email
campaign emails dispatched per batch, and the location of campaign
Options
tracking files.
Field Description
Number of
Enter the number of campaign emails you want to send
emails sent
out with each batch.
per batch
Specify the location of the campaign tracking files. By
Location of default, the system uses value specified for the site_url
campaign parameter in the config.php file. If you select User-
tracking files Defined, then enter the location of the file in the field
provided.
For further information on email settings, access the online help which is
See Also
•available from the Help link in Sugar.
How Do I
...
Manage Inbound Email v4.2
Inbound email allows you to monitor and manage emails that your
Introduction
organization receives.

•Access Email Settings
•Monitor New Mailboxes: Basic Setup
•Monitor New Mailboxes: Email Handling Options
•Manage Monitored Mailboxes
Accessing Email The Inbound Email page is available from the system links, in the top right
Settings corner of Sugar.
Step Action

In the Email sub-panel, click the Inbound Email link.
3
Result: The Inbound Email Settings page appears.
Monitor New
You can create mailboxes, such as support@example.com or
Mailboxes: Basic
Setup sales@example.com.
Step Action
In the Shortcuts section of the Inbound Email home page, click
1
Monitor New Mailbox.
In the Basic Setup sub-panel, enter information for the fields
2
below.
Field Description
Name Enter the mailbox name.
Mail Server
Enter the address of the mail server.
Address
Mail Server
From the drop-down list, select either IMAP or POP3.
Protocol
Mail Server
Enter the server port number.
Port
Status From the drop-down list, select the user status.
User Name Enter the user name.
Password Enter the user password.
Select this box to use Secure Socket Layer (SSL) when
connecting to the mail server.
Use SSL
Best Practice: This setting is recommended if the mail
server supports SSL and data encryption is desired.
Select this box to save your inbound messages on the
Leave email server instead of the Sugar server.
Messages On Best Practice: If using POP3, clear out the mailbox
Server regularly, otherwise, you may experience performance
issues as the mailbox gets full.
For POP3 users: select this box to instruct the system to
Import only
import only email messages that are new since the last
since last check
time you checked for messages.
Monitor New For each mailbox, you can set up an action such as Create Bug or Bounce
Mailboxes: Handling and assign it to a team. You can then schedule a job to
Email Handling periodically monitor these mailboxes for new emails and take the specified
Options action.
Step Action
In the Email Handling Options sub-panel, enter information for the
1
fields below.
2 Click Save to save your settings.
Click Test Settings to test your new mailbox.
Results:
If the test is successful a list of usable folders will be displayed.
3 Clicking on one will close the pop-up window and populate the
•appropriate field.
For troubleshooting See Sugar Forums:
•http://www.sugarcrm.com/forums
Field Description
From the drop-down list, specify the action that the
Possible Actions team is permitted to perform. To permit all actions,
select Create [Any].
Assign To Group enables the email to be sent to a
group prior to re-assignment to a user.
Assign To Group Select Create Mailbox Group on Save from the drop-
down list to create the group automatically if it does
not already exist.
Assign to Team From the drop-down list, select the team that is
(Professional and
Enterprise Editions)
permitted to perform the action.
From the drop-down list, select an existing email
Auto-Reply
template.
Template
Click Create to create an email template from here.
For the auto-reply, enter the name of the user who is
“From” Name
sending out the email.
“From” Address For the auto-reply, enter the email address of the user.
To exclude a domain from receiving the automatic
email response, enter the domain name.
No Auto-reply to
Best Practice: It is common to put the domain of your
Domain
organization into this field to prevent auto-replies from
being sent to your organization’s members.
Manage
Monitored Existing mailboxes can be edited, duplicated and deleted.
Mailboxes
Step Action
To view a mailbox’s details, click its name in the Inbound Email home
1
page.
To edit the mailbox details, on the Detail page, click Edit, revise
2
the information, and click Save.
3 To duplicate the mailbox, on the Detail page, click Duplicate.
To delete the mailbox, click Delete; to delete multiple mailboxes,
4
select them on the Inbound Email home page and click Delete.
For more information on inbound email, access the online help which is
See Also
How Do I
...
Manage Schedulers v4.2
Schedulers are used to schedule jobs such as dispatching campaign Emails
Introduction
and importing new inbound email from a POP3 email mailbox.

•Access Schedulers
•Understand the Default Schedulers
Objective
•Edit Existing Schedulers
•Configure Advanced Options
•Create New Schedulers
Accessing The Scheduler page is available from the system links, in the top right
Schedulers corner of Sugar.
Step Action

In the System sub-panel, click the Scheduler link.
3
Result: The Schedule List page appears.
The following are descriptions of the default schedulers in Sugar, found on

Default the Schedulers page.
Schedulers Note: The Scheduler Names listed are functionally irrelevant and can be
renamed if so desired; the job is what determines the action.
Scheduler
Description
Name
Process Job: processWorkflow
Workflow This job processes workflow events. If you set a timed
Tasks trigger for an event; for example, when a lead is a week old,
(Professional
then this job finds the predefined workflow actions and fires
and Enterprise
Editions) them when appropriate.
Job: processQueue
Run Report This job runs reports and emails them to the user as per the
Generation schedule specified for a given report. The reports are sent to
Scheduled the user via email from the system which runs at scheduled
Tasks intervals to send out the emails at the appropriate time.
(Professional
The user can choose which reports to receive and how often
and Enterprise
Editions) to send the reports in the Reports module of the Sugar
application.
Job: pollMonitoredInboxes
Check This job monitors inbound emails in active mailboxes that
Inbound you set up using the Inbound Email option in the Email panel
Mailboxes of the Admin page. This is an essential component of
automatically monitoring email mailboxes.
Run Nightly
Job: pollMonitoredInboxesForBouncedCampaignEmails
Process
This job polls any mailbox in which the "Possible Actions"
Bounced
parameter is set to “Bounce Handling”. This is an essential
Campaign
component of monitoring the success of email campaigns.
Emails
Job: runMassEmailCampaign
Run Nightly
This job processes the outbound email queue for your
Mass Email
organization’s mass campaign emails. This is an essential
Campaigns
component of automatically sending email campaigns.
Prune Job: pruneDatabase
Database This job reads all the tables in your Sugar database, finds
on 1st of records that have been soft-deleted (deleted = 1), backs-up
Month the records found to a large SQL file, and physically deletes
(Beta version those records. The purpose of this job is to improve database
only and performance and is not essential to the use of Sugar. The
unsupported backup files are placed in cache/backups with time stamped
at this time)
filenames.
Editing Existing schedulers can be edited, duplicated or deleted from the Schedule
Schedulers List page.
Step Action
From the Schedule List page, select any job from the job list to
view its settings or the Job log.
1 See the Job Log sub-panel for details of each job run.
Result: The Sugar Scheduler: <Scheduler Name> page
appears.
2 To edit the settings, click Edit and edit the fields described below.
To duplicate a scheduler, click Duplicate and update the fields
3
described below.
4 Click Delete to delete the scheduler.
Click Save to update the settings; click Cancel to exit the page
5
Field Description
Job Name Enter or edit a name for the job.
From the drop-down list, select Active to run the job at the
Status specified intervals; select Inactive if you only want to save
the job schedule information but not run the job.
Select a job from the drop-down list. The OR field is not
Job
used.
Specify the time interval to check for new scheduled jobs.
Interval
The default is every one minute daily.
Advanced The Advanced Options sub-panel provides further scheduling options. The
Options fields are described below.
Field Description
Execute If
Select this box to run any jobs that the scheduler missed.
Missed
Click the Calendar icon and select the start date for the job;
Date & Time
select the time, in hours and minutes, from the adjacent
Start
drop-down list.
Click the calendar icon and select the end date for the job.
Date & Time
Select the time, in hours and minutes, from the adjacent
End
drop-down list.
From the drop-down lists, select the time, in hours and
Active From
minutes, when the job becomes active.
From the drop-down lists select the time, in hours and
Active To
minutes, when the job becomes inactive.
Creating
Create new schedulers.
Schedulers
Step Action
From the Shortcut menu on the left, click Create Scheduler.
1
Result: The Sugar Scheduler page appears.
Complete the fields as described in the Editing Schedulers
2
section above.
Click Save to update the settings; click Cancel to exit the page
3
Configuring For details on configuring Unix, Linux and Windows settings for Scheduler
Settings for Jobs, as well as troubleshooting tips, please see the Sugar User and
Scheduler Jobs Administrator Guide.
For further information on Schedulers, please see
SugarCRM Forums at
•http://www.sugarcrm.com/forums/showthread.php?t=7952
SALES
How Do I
...
Create and Manage Leads v4.5
The Leads module allows you to create, manage, and track leads, or
Introduction unqualified opportunities, and view all related activities, history and
campaigns.

•Search for Leads
•Understand Creating Options
•Create Leads from Shortcuts Section
•Create Leads from Accounts and Contacts modules
•Create Leads from vCards
Objectives
•Create Leads from Web Forms
•Import Leads
•Manage Leads
-Edit, Duplicate and Delete Leads
-Link Records to Leads
-Edit and Delete Multiple Leads
Best Practice: Search for an existing lead before you create a new lead as
Searching for a a best practice to minimize duplicated records. Conduct a search based on
Lead your new lead information before creating the new lead. For further details
on searching, see How Do I … Search.
Leads can be created from:

The Create Lead, Create From vCard and Import links in the Shortcuts
•section on the Leads: Home page
Creating Leads The New Lead quick form on the Leads: Home page; enter the basic lead
Overview •information and click Save
•The Create Lead link in the Shortcuts section on the Home module
•A Web Form
•The Create Lead link in the Accounts and Contacts modules
Creating a New Follow these steps to create a new lead from the Shortcuts section on the
Lead Home module and the Leads: Home page.
Step Action
From the Leads: Home page or the Home module, click Create
1 Lead in the Shortcuts section
Result: The Leads edit view appears.
In the Lead Information sub-panel, specify the lead source,
status, referral information, name, title, phone, and email
2
addresses, department, team and assigned to information. See the
table below for details of key fields.
Enter the lead’s primary address and other address information in
3 the Address Information sub-panel. You can copy information
from one section to the other by clicking the arrow buttons.
Enter a brief description for the lead in the Description
4
Information sub-panel.
Click Save to save the new lead information, or Cancel to exit the
5 record without saving the information.
Result: The information is saved and the Leads detail view appears.
Field Description
Lead Source Select the lead source from the drop-down.
Select the status of the lead from the drop-down:
•New: Unassigned, new lead
•Assigned: Newly assigned to user
•In Process: Active, being worked on
Converted: This field is changed automatically by the
system; the status appears as converted after the
•Convert Lead link has been selected.
Important: This should never be selected
-manually.
Status
Recycled: No opportunity at this
time, lead should recycle to
• marketing for future follow-up
•Dead: No opportunity and/or bad data
Note: Status field options can be modified by your system
administrator. Please follow the lead status practices set
forth by your company.
Sys Admin: Do not remove the Converted status from
this drop-down as the system relies on its existence.
Check this box to add the lead name to the “Email Opt Out”
Email Opt
list. This is to ensure the lead is not contacted via email
Out
during campaigns.
Invalid
Select this box if the email address is invalid.
Email
Enter the department to which the lead belongs within their
Department
organization.
Check this box to add the lead name to the Do Not Call list.
Do Not Call This is to ensure the lead is not contacted via telephone
during campaigns.
lead. To ensure record visibility, the Assigned To must
reside on the team selected.
Team Note: The Team field is available with Sugar Professional
and Sugar Enterprise. Team functionality is not available in
Sugar Open Source and all records are viewable by all
users.
Assigned To Enter the name of the individual who is responsible for the
lead; the system assigns the creator of the record by
default.
Perform a quick search by typing the user name in the
field; if it is an existing name, the system will auto-
•populate the name, OR
Note: The Assigned To user must be a member of the team
selected in this sub-panel in order for the assigned user to
see it.
Creating a New You can also create a lead from the Accounts and Contacts modules in the
Lead from the
record detail view in the Leads sub-panel. This is a convenient way to
Accounts and
Contacts create a lead for an account or contact without leaving the Accounts or
Modules Contacts modules.
Step Action
From the Accounts or Contacts detail view in the Leads sub-panel,
1 click Create Lead.
Result: A short form of the Lead Information sub-panel appears.
In the short form Lead Information sub-panel, specify the lead
•name, lead source, phone, and email, OR
2
Click Full Form to access the entire Lead Information sub-panel
•and follow steps 2 – 4 above.
record without saving the information.
3 Result: The information is saved and the Accounts or Contacts
detail view appears with the new lead record in the Leads sub-panel
lead list.
Creating a New You can create a lead by importing contact information from a vCard. Follow
Lead From a these steps to create a new lead from Create From vCard on the Leads:
vCard Home page in the Shortcuts section.
Step Action
From the Leads: Home page, click Create From vCard in the
1 Shortcuts section.
Result: The Leads Import vCard page appears.
Click Browse to navigate to the vCard you wish to import from
2 your local file system; in the File Upload dialog box, select the file
and click Open.
The file path will display; click Import vCard.
3 Result: The Leads detail view appears pre-populated with the
vCard information, and with the vCard attached in the Name field.
Click Edit to add, change or delete any information in your new
4
lead.
5
page without saving the information.
Creating a Lead A lead is automatically created when a prospective customer completes and
from a Web submits a web-to-lead form which is associated with a campaign in Sugar.
Form The information from the form is captured and a new lead is automatically
created in Sugar and assigned to a sales rep.
The lead will appear on the Leads: Home page in the Lead List with a status
of New.
Import allows you to create multiple leads at one time by bringing in data
from other CRM systems, custom comma delimited files, or custom tab
delimited files. To import leads, access the Import link in the Shortcuts
Importing a section on the Leads: Home page and the import wizard will walk you
Lead through the process.
Note: Add any required custom fields to the module you are importing
into before beginning the import process. Your system administrator has the
ability to add custom fields.
Step Action
From the Leads: Home page, click Import in the Shortcuts section.
1
Result: The Import Step 1: Select the Source page appears.
Select the appropriate data source and click Next.
2
Result: The Import Step 2: Upload Export File page appears.
Click Browse to navigate to the file you wish to import from your
3 local file system; in the File Upload dialog box select the file and
click Open.
The system defaults to a checked Has Header box. If your file does
not contain headers, you can un-check this box.
4 Click Next.
Result: The Import Step 3: Confirm Fields and Import page
appears.
Map the database field to the header row by selecting the
appropriate field name from the drop-down list. After all of your
selections are complete, click the Import Now button located in the
lower right corner of the screen.
5 Result: The Import Results page appears with a list of your
imported leads.
Note: You must map the fields to successfully import data. If you
wish to ignore a field, select Do not map this field from the drop-
down list.
From the Import Results screen you can select:
•Finished to complete your import
You can then conduct a search to locate your new lead(s) and edit,
6
- add, or delete information as needed, OR
•Undo Last Import to revise or edit your import, OR
•Import More to continue importing data
You can manage and track a lead through the lead lifecycle in Sugar. From
Managing Leads the Leads: Home page, you can edit and make mass updates to multiple
Overview leads. From the Leads detail view you can edit a lead, create activities for a
lead, and view related campaigns and history for a lead.
Managing Leads From the Leads edit view, select the Edit, Duplicate or Delete button to
make changes to the record.
•modify.
-Click No if you wish to retain the record and return to the lead detail view.
privileges.
Best Practice: Check for duplicate leads as a best practice to eliminate

duplicated records.
Finding Find Duplicates allows you to find and eliminate duplicate leads to ensure
Duplicate Leads clean data and reduce wasted time on leads that have already been
qualified. The system allows you to merge any duplicated records if needed
to keep all relevant information.
From the Leads detail view you can link activities, history, and campaigns
related to a lead.
Activities: Create a task, schedule a meeting or a call, and compose
•email for the lead.
History: Create a note or attachment, archive and create emails, and
Linking Related
• view a summary of all related notes and email for a record.
Records
For further information on notes and attachments, see How Do I … Create
Notes and Attachments.
For further information on History, see How Do I … Manage Record History.
Campaigns: If a lead is related to a campaign, the Campaigns sub-panel
will indicate the campaign it is associated with.
Update several leads at one time using Mass Updates.

Mass Updates For further information on Mass Updates, see How Do I … Edit and Delete
Multiple Items.
For further information on Creating and Managing Leads

See Also
•
•How Do I … Create and Manage Records
How Do I
...
Convert a Lead v4.5
In the Leads module, Convert Lead allows you to convert a lead to a
Introduction
contact, account, and opportunity; and link the related records and history.

•Understand Convert Lead Options
•Convert a Lead to a Contact
•Convert a Lead to an Account and Opportunity
•Create an Appointment
•Create a Note or Attachment
The Leads: Convert Leads page allows you to convert a lead to a contact,
with the option to create an account, opportunity, and appointment. You
also have the option to select an existing account to link to the new contact.
When converting a lead, any possible record duplicates will be noted and
the system will prompt you to either select the existing record, or continue
with creating a new record.
Scenario:
Converting a
You have met with one of your leads and determined the lead is now an
Lead Overview
opportunity. From the Leads: Convert Lead page, you can convert this lead
to a contact and create a new opportunity. Since the lead’s company is
already in the database as an account, you can choose the appropriate
account name from the Account Search window.
Two new records are created: the lead converts to a contact, the contact is
linked to an existing account, and a new opportunity is created and linked
to those records.
Converting a You can convert a lead to a contact from the Leads: Home page.
Lead to a If you are converting a lead to a contact only, complete the Create
Contact Contact sub-panel.
Step Action
From the Leads: Home page in the Lead list view, click the name of
1 the lead you wish to convert.
Result: The Lead detail view appears.
Click Convert Lead.
2
Result: Leads: Convert Lead page appears.
In the Create Contact sub-panel, specify the name, title,
department, primary address information, phone, email, lead source
and description information.
Notes:
This information pre-populates if it was previously entered on the
3
Lead Information and Address Information sub-panels. Edit the
•information as needed.
Custom fields with the same name that exist both in the Leads
module as well as in the Contacts, Accounts or Opportunities
•module will also automatically pre-populate from the lead.
Click Save.
4 Result: The Leads: Convert Lead page appears confirming the new
contact was created with a link to the new record.
Click the Created a new contact name link.
5 Result: The Contacts detail view page appears with the new contact
information and any related records.
Converting a
Lead to an Follow the steps below to convert a lead to a contact, create a new account
Account or link the contact to an existing account, and then create a new
and an opportunity.
Opportunity
Step Action
1 Follow steps 1 – 3 above to create a new contact.
In the Related Records sub-panel you can either:
Check the Create Account box and specify the Account Name,
Phone, Website and Description in the Create Account fields that
•appear, OR
Un-check the Create Account box and click Select next to the
2
Select Account field and choose the appropriate account name
•from the Account Search window.
-Result: The account name appears in the Select Account box.
Note: Information previously entered in the Leads detail view will
be transferred to the Create Account fields.
If you wish to also create an opportunity record, in the Related
Records sub-panel, check the Create Opportunity box and specify
the Opportunity Name, Expected Close Date, Sales Stage, Amount,
3
and Description in the Create Opportunity fields.
Note: An account must be created or an existing account must be
linked to the contact in order to create an opportunity.
Click Save.
Result: The Leads: Convert Lead page appears confirming the new
4
contact and the opportunity records, and the account record created
or existing account used, with a link to each.
You can create an appointment on the Leads: Convert Lead page in the
Related Records sub-panel while converting a lead. The appointment
Creating an
options are a call or a meeting.
Appointment
Appointment details will appear in the Activities sub-panel of the Contacts
detail view.
Step Action
Check Create Appointment and specify whether the appointment
1 is a call or a meeting, and specify the subject, date, time, and
description.
Click Save and the appointment will be confirmed on the Leads:
2
Convert Lead page.
You can click Create Note or Attachment in the Create Contact and
Related Records sub-panels to add comments and attach files to the new
Creating a Note contact, account, or opportunity. The note and attachment will be linked to
or Attachment the record and will appear in the History sub-panel of the record detail view.
For further details on creating notes and attachments, see How Do I …
Create Notes and Attachments.
For further information on converting a lead, access the online help which is
See Also
How Do I
...
Create and Manage Opportunities v4.5
The Opportunities module allows you to create and manage sales
opportunities, or qualified leads, and view all related records. The
Introduction opportunities module is highly customizable and your system administrator
will define business processes and workflows to suit your company’s
requirements.

•Search for Opportunities and related Accounts
•Understand Creating Options
•Create Opportunities from Shortcuts Section
Objectives •Create Opportunities from the Quotes and Leads modules
•Manage Opportunities
- Edit, Delete, Duplicate Opportunities
-Link Records to Opportunities
-Edit and Delete Multiple Opportunities
Best Practice: Search for an existing opportunity and account before you
create a new opportunity as a best practice to minimize duplicated records.
Searching for an
Each opportunity is related to an account, and multiple opportunities can be
Opportunity and
related to the same account. Conduct a search based on your new
Related
Accounts opportunity and new or existing account information before creating the
new opportunity.
For further details on searching, see How Do I … Search.
Opportunities can be created from:

The Create Opportunity link in the Shortcuts section on the Home
•module and the Opportunities: Home page.
Creating The Create Opportunity quick form on the Opportunities: Home page;
Opportunities •enter the basic opportunity information and click Save.
Overview •The Create Opportunity from Quote button in the Quotes detail view.
The Create button in Opportunity sub-panels within Account and Contact
•records.
•The Convert Lead button in the Leads detail view.
Creating a New Follow these steps to create an Opportunity from the

Opportunity Shortcuts section on the Home module and the Opportunities: Home page.
Step Action
From the Opportunities: Home page or the Home module, click
1 Create Opportunity in the Shortcuts section
Result: The Opportunities page appears.
2 On the Opportunities page, specify the Opportunity Name, Type,
Lead Source, Team, and Assigned To, Currency, Dollar Amount,
Expected Close Date, Next Step, Sales Stage, Probability (%), and
Description.
Note: Your organization may have customized these fields to fit
your sales process.
In the Account Name field:
Click Select next to the Account Name field and choose the
•appropriate account name from the Account Search window, OR
Click Select next to the Account Name field and then select
•Create Account
3
-Specify the Account Name, Phone, and Website
Select Save to save the new account information, or Cancel to
-exit the Create Account section without saving the information.
Note: An account must be selected or created in order to create a
new opportunity.
Click Save to save the new opportunity information, or Cancel to
exit the record without saving the information.
4
Result: The information is saved and the Opportunities detail view
appears.
Field Description
Opportunity
Enter a name for the opportunity.
Name
This is a required field and must be completed in order to
Account create an opportunity. Select the name of the account
Name related to the opportunity. You can choose an existing
account or create a new account.
opportunity information. To ensure record visibility, the
Assigned To must reside on the team selected. The system
automatically sets record visibility of a new opportunity to
Team the creator of the record.
Note: The Team field is available with Sugar Professional
and Sugar Enterprise. Team functionality is not available in
Sugar Open Source and all records are viewable by all
users.
opportunity; the system assigns the creator of the record
by default.
Perform a quick search by typing the user name in the
field; if it is an existing name, the system will auto-
•populate the name, OR
Assigned To •Click Select and choose the user from the Users list.
Notes:
When an opportunity is assigned to someone other than
the logged in user, the new owner will receive an email
•notification with the new opportunity details.
The Assigned To user must be a member of the team
selected in this sub-panel in order for the assigned user
•to see it.
Next Step Enter the next step in closing the sale.
Choose the current stage of this opportunity from the drop-
down list. The selected Sales Stage determines the default
value displayed in the Probability field.
Notes:
The Sales Stage drop-down list can be modified by your
Sales Stage
•system administrator to fit your sales process.
A graph summary of your opportunities by stage is
•accessible on the Home module in the My Pipeline view.
Additional graph summaries are available within the
-Dashboard module.
Enter a percentage that represents your chance of closing
the sale.
Probability
Note: This field will default to the value associated to the
(%)
chosen Sales Stage, but can be changed manually. Please
follow the probability practices set forth by your company.
You can also create an opportunity from:

The Quotes module in the Quotes detail view; select Create Opportunity
Creating an from Quote. This allows you to create a quote before you create an
Opportunity •opportunity. Once the opportunity is created, the records will be linked, OR
from the Quotes The Leads module in the Leads detail view; select Convert Lead. This
and Leads allows you to create an opportunity and link to the contact and account
modules •records that are created during the Convert Lead process.
For further details on creating an opportunity from the Leads module see
How Do I … Convert a Lead.
From the Opportunities: Home page, you can update several opportunity
Managing records at once, as well as quickly link into the Edit view. From the
Opportunities opportunity detail view you can create and link activities, contacts, quotes,
Overview projects, contracts, and threads for an opportunity. And from the edit view,
you can edit the opportunity details.
The Opportunities edit view allows you to make changes to the record by
selecting the Edit, Duplicate, or Delete buttons.
•modify.
Managing •Delete: Select Delete to remove the record from the module.
Opportunities - Click Yes if you wish to delete the record, OR
Click No if you wish to retain the record and return to the opportunity
-detail view.
Note: Your system administrator determines who has privileges to view,
edit and delete records. Please check with your system administrator to
confirm your privileges.
Linking Related From the Opportunities detail view you can access sub-panels which include
Records Activities, History, Leads, Contacts, Quotes, Projects, Contracts, and
Threads.
You can add contacts, invite them to meetings, print out a summary of
archived notes and activities for the meeting, and create quotes and
contracts, all from the Opportunities sub-panels.
Records created from the sub-panels are automatically linked to the
Opportunity; access them on one page, the Opportunities detail view.
Sub-panels are grouped by tabs and you can view all sub-panels or a
specific group of sub-panels by selecting the appropriate tab. This allows
you to see only sub-groups needed at the moment such as Sales related
sub-panels for Activities, History, and Contacts only.
For more information, see the Sales tab in the Sugar University Online
Library.
Update several opportunities at one time using Mass Updates.

Mass Updates For further information on Mass Updates, see How Do I … Edit and Delete
Multiple Items.
For further information on Opportunities:

See Also •
See the Sales tab and the Working With Records section on the Getting
•Started tab in the Sugar University Online Library.
MARKETING
How Do I
...
Create Email Templates
You can use email templates to create form letters for individuals and for
Introduction mass email campaigns. When you create a template for an email campaign,
you can insert tracker URLs into the template to track campaign activity.

Objectives
•Create email templates
Email templates allow you to enter the message in the template, and then
specify variables, such as the recipient’s name and email address from your
Creating Email list of campaign targets. The system inserts these variables into the
Templates template to create a personalized email for each target.
When you create a template, you can embed images and attach files from
the Sugar repository or from your local file system.
Step Action
From the Emails or Campaigns modules, Shortcuts section, click
1
Create Email Template.
2 Enter information for the fields as described below.
Click Save to create the template; click Cancel to exit the page
3
Field Description
Name Enter a name for the template.
From the drop-down list, select the team that is allowed to
Team
view the template.
Description Enter a brief description about the template.
From the drop-down list, select a record such as Contact
Insert
and a field such as Full Name and click Insert. The system
Variable
displays the variable in the Body field.
This field displays only when you create or edit the
template from the Email Marketing Record of an Email
campaign.
From the drop-down list, select the tracker URL to insert
and click Insert URL Reference.
The Body field displays a link named Default link text.
Insert
See the description for the Body field below to change this
Tracker URL
text.
To display the email in plain text format use the format

displayed in the field to the right of the Insert Tracker URL
field.
Example: {Link to company information}
Subject Enter the title of the email message.
Body Enter the email message. You can also embed images and
add URL links.
HTML Editor
To view and use the HTML editor, click the down-arrow
•below the Body field.
Highlight the text and click buttons on the toolbar to
apply standard formatting options such as font face, size,
•bold, italics, indentation and color.
Additional buttons insert rules, hyperlinks, pictures, table
•and display the HTML source code.
To view the HTML source text for the Default link text,
•click Source in the HTML editor.
The HTML source code displays in the Body field as
follows:
•<a href="{asdf}">Default link text.</a>
Edit Links
Replace “Default link text” with the message that you
•want to send out to the campaign recipients.
To edit links in an existing template with new tracker
•URLs, right click on the desired link and select Edit.
•The Link window appears.
Confirm that the Protocol field indicates <other>, then
enter the tracker name in the URL field for the new
•tracker URL.
•Example: {Link to company information}
Edit Plain Text
•Select this box to display the email in plain text format.
You can choose this option if an email client cannot
•render HTML code.
You can attach and embed files and images from your local
machine as well as from the Sugar repository, or
Documents module.
Local Machine
Click Browse to navigate to its location on your local
•machine.
The attached file name displays below the Browse button
•with a folder icon.
Sugar Document List
Attachments Click Select Doc; when you select the file from the
Documents List, the system attaches it to the email
•template.
The attached file name displays below the Browse button
•with a Sugar icon.
Note: The Documents module is available in Sugar
•Professional and Sugar Enterprise.
To embed an attached image file: Click the Embed icon (a
paperclip) to the left of the file name; to remove it, click
Remove.
Note: Embedding images helps prevent emails being
blocked as spam.
For further information on Email Templates:

See Also •
View the Campaign Management section on the Marketing tab, in the
•Online Library.
How Do I
...
Create Target Lists and Targets
The campaign process includes defining targets and target lists to direct the
Introduction
campaign to.

•Understand the target list process
•Understand the definitions and characteristics of targets and target lists
•Understand target list types
•Create a target list
•Add targets to the a target list
•Create a target
Once you have determined your campaign criteria and who you want to
target, then you will be ready to create a target list and then assign the
targets to it.
Target List
Process
• Usually, you create or import a target list first and then relate it to a
campaign. However, you can also create a campaign first and then associate
it with a target list.
Target: An individual that you have some information on, but does not
qualify as a lead or contact.
Target List: Multiple targets grouped together according to a set of

predetermined criteria such as age group or spending habits.
While targets are stand-alone records that are not attached to contacts or
leads, you can include contact, lead, target, and user records in a target
•list, as well as a combination of these types.
Example: You may choose to target existing leads that need to be
Definitions and ‘nurtured’; run a report with lead criteria and import the report as a target
Characteristics •list.
Note: Users can not ‘opt-out’, so they will not see the appropriate opt-out
•links in the email.
You can use a target list to specify individuals that you want to include in
•or exclude from a campaign.
You can add targets to the target list by selecting them from reports in
•Sugar.
You can also add targets to the target list by importing them from a file
•(either CSV or TSV) or by selecting them from existing contacts and leads.
•For further details on importing targets see How Do I … Import Data.
When you create a target list, you can specify one of the following types:
Default: A list of people who are the campaign targets and receive the
•campaign email.
Sugar performs a duplicate check to prevent duplicate emails being sent
•out to the Default list.
Seed: A list of people who need to receive the campaign email but must
•not be tracked as potential leads.
Seed is primarily used for internal purposes, to confirm that the campaign
•has been successfully completed.
Target List Test: A list of people who will receive a campaign email to test it before it
Types •is sent out to the default list.
•Test provides no duplicate check.
Suppression List: A list of people you want excluded from the campaign
•email recipient list.
•Suppression lists can be by ID, email address, or domain.
•Do not add suppression list for testing
Notes:
•Test and seed lists are ignored in email tracking statistics.
Users included on test and suppression lists will not receive the executed
•email.
Creating a
Follow these steps to create a target list.
Target List
Step Action
From the Shortcuts section on the Campaigns Home page, click
1
Create Target List.
On the Target Lists page, enter the target list information. See the
2
Field/Description table below for full details.
Click Save to save the target list; click Cancel to exit the page
3 without creating the list.
Result: the Target List: Target <Name> page appears.
Field Description
Name Enter a name for the target list.
From the drop-down list, select the target list type. See
Type
Target List Types section above for details.
Enter the name of the user assigned to this list; click
Assigned to Select to select from the User list. By default, it is
assigned to you.
Enter the name of the team assigned to this list; click
Select to select from the Team list. By default, it is
Team assigned to you.
Note: Teams are available in Sugar Professional and
Sugar Enterprise.
Description Enter a brief description of the target list.
Once the target list record is created, you can add target, contact, lead, and
user records to the target list.
From the appropriate sub-panel, click Select or Select from Reports to

add the target records, which will appear in the sub-panel.
Adding Targets
Select: A new window with the list view of the records appears. Select the
to a Target List
•appropriate records and click Select.
Select from Reports: A new window with the list of reports related to the
•record type appears. Select the appropriate report and click Select.
Note: Select from Reports is available in Sugar Professional and Sugar
•Enterprise.
While you will generally purchase target lists and/or select targets from
within Sugar, you can also manually create new target records.
Creating a
Targets are stand-alone records that are not attached to contacts or leads.
Target
If you plan to send email campaigns to existing contacts or leads, you will
add them to your target lists.
To create a target record in Sugar, follow these steps.
Step Action
On the Campaign Home page, in the Shortcuts section, click Create
1
Target.
On the Targets page, enter information for the fields as needed.
2 The majority of the fields are self explanatory. For information on
some of the fields, see the Field/Description table below.
Click Save to save the target list; click Cancel to exit the page
3
without creating the list.
Field Description
When you select this box, if the target clicks the
Email Opt “Unsubscribe” URL to opt-out of receiving your campaign
Out emails, the system will display email address in the Opted Out
sub-panel of the campaign’s Status page.
When you select this box, if the email bounces back because
Invalid the address was incorrect, the system will display it in the
Email Bounced Messages,
Invalid Email sub-panel of the campaign’s Status page.
Select this box to add the target’s name to the Do Not Call
Do Not Call
list.
Select the team that is allowed to view the account related to
the target.
Team
Note: Teams are available in Sugar Professional and Sugar
Enterprise.
For further information on Targets and Target Lists:

See Also •
•Online Library.
How Do I
...
Create and Embed Tracker URLs
Campaign emails can contain links to direct targets to URLs such as an
Introduction external Web site or a .php file on your system.
New tracker URLs must be created for each campaign.

Objectives •Understand link types
•Create Tracker Redirect Links
Redirect links: You can use one or more tracker URLs in your campaign
emails to track the response to your campaign. The system generates a
unique key for each URL and for each recipient and associates it with the
email template. When recipients open the email and click on a URL link,
the system, using the unique key identifier, tracks each action by each
Links Types •recipient.
Unsubscribe Links: Links can be included to allow targets to unsubscribe
themselves from your campaign mailing list. You can embed an
“Unsubscribe” link in a tracker URL. When targets click on this URL to
unsubscribe from your campaign emails, the system logs the action for
•your records.
Creating Tracker
To create a tracker redirect link follow these steps.
Redirect Links
Step Action
1 From the Campaign module, select the desired campaign.
On the Campaign detail page, scroll down to the Tracker URLs sub-
2
panel, and click Create.
On the Campaign Trackers page, enter information for the fields as
3
described in the Field/Description table below.
To create the campaign tracker, click Save; click Cancel to exit the
4 You can now insert this tracker URL into an email template of your
choice.
For further details on email templates, see How Do I … Create Email
Templates.
Field Description
Enter a tracker name for your reference; use alpha-numeric
Tracker
characters.
Name
Example: Register Now!
Enter the tracker URL.
Example: http://www.sugarcrm.com.
Tracker
URL
Note: You must include the http:// at the beginning of the
link.
Select this box to identify the tracker URL as an opt-out link
and embed your “Unsubscribe” instructions in a tracker URL.
By default, the system uses the removeme.php file which
contains these instructions, and displays this file name in the
Opt-out
Tracker URL field.
Link?
Note: If you do not select the Opt-out link option, then the
system inserts the default opt-out link, as Opt-out links are
required by the law.
See Also For further information on Tracker URLs:

•
•Online Library.
How Do I
...
Create an Email Campaign
You can create many types of marketing campaigns such as Email, Mail,
Web, Radio, Television, Print, and Telesales.
Introduction
This guide covers how to create an email campaign with the campaign
wizard.

•Understand campaign types
•Create an email marketing campaign
Objectives •Understand the Campaign Header Fields
•Understand the Campaign Budget Fields
•Understand the Campaign Tracker URL Fields
•Understand the Marketing Email Fields
Newsletter: A recurring email campaign with predefined frequencies and

predefined target list with options to subscribe and unsubscribe from a
•web portal.
Email Campaign: When you create an Email campaign, you can execute
•it through Sugar and view statistics to measure its success.
Non-email based Campaign: When you create other types of campaigns
Campaign Types
that cannot be executed through Sugar, such as Mail or Radio, you can
•create a record for your reference.
Note: Before you create an email campaign, check with your system
administrator to ensure that the outbound email process is configured to
send email. For further details on emails, see How Do I … Configure Email
Settings.
Creating an email marketing campaign through the wizard walks you

through the steps for creating a campaign, adding budget, creating and
Creating an linking tracker URLs and target lists, as well as defining the email to send
Email Marketing out and executing the campaign.
Campaign
Note: If you step outside the wizard prior to saving, you will lose your
campaign data.
Step Action
On the Campaign module, Shortcuts section, select Campaign
1
Wizard.
Select Email from the Campaign Type screen, then click Start to
2
launch the wizard.
On the Campaign Header screen complete the fields to identify the
campaign as described in the Campaign Header Field/Description
table below, then click Next to enter budget information.
3
Note: The Start Date, End Date, and Status values are for your
records only. These values do not impact the execution of an email
marketing campaign.
On the Campaign Budget screen enter budget and revenue details in
order to track the campaign return on investment (ROI) as described
4
in the Campaign Budget Field/Description table below, then click
Next to enter Tracker URL information.
On the Campaign Tracker URLs screen, enter the tracker URL details
in order to track the number of click-thrus for your campaign as
described in the Campaign Tracker URLs Field/Description table
5 below, then click Next to enter Target information.
For further details on creating Tracker URLs see How Do I … Create

and Embed Tracker URLs.
On the Target Lists screen select or create target list(s) for use with
your campaign.
•To use an existing target list: click Select.
To create a new target list enter the name and type of target list
•and then click Create.
The target list(s) appears under the Target List Name below.
6
For further details on creating target lists and targets, see How Do I
… Create Target Lists and Targets.
Click either Save and Continue to move to the Marketing Email

screen, OR click Finish to view a summary of the campaign and
enter the marketing email information at a later time.
On the Marketing Email screen select or create the email template
you will use to send to your target list(s) and complete the fields as
described in the Marketing Email Fields/Description table below.
You can edit a previously created template to embed tracker URLs.

7
For further details on creating and editing email templates, see How
Do I … Create Email Templates.
Click Next to send the email.

On the Send Email screen choose Finish, Send Marketing Email
As Test, or Schedule Email, depending on whether you wish to
8 send out a test, schedule your email to be sent, or simply to save
your work and go to the summary.
Click Finish. The campaign summary appears.
9 On the campaign summary screen you can edit the campaign, view
the status and view the campaign return on investment.
For further details on managing campaigns, see How Do I … Manage

Campaigns.
In the Marketing Email section of the summary page you can send
tests and schedule the email, as well as create a new marketing
email to add to the campaign.
10
Note: Prior to sending the email, run the campaign diagnostics.
For further details on campaign diagnostics, see How Do I … Run
Campaign Diagnostics.
To send the test emails, click the Send Test button above the detail
view.
Select the marketing email record you created above and click
11 •Send.
•After a moment, the Status page appears with the messages sent.
Important: You MUST have a test target list for the test emails to be
sent out.
To execute the campaign
•First change the email marketing record status to Active.
•Then, click the Send Emails button above the detail view.
Select the marketing email record you created above and click
•Send.
12 •After a moment, the Status page appears with the messages sent.
Note: The start date, start time, and status selected in the email
marketing screen determine when the email is sent.
Important: Ensure that you have worked with your Sugar

Administrator to schedule a job to send out the campaign emails.
Campaign Header Fields
Field Description
Name Enter the campaign name.
From the drop-down list, select the current status of the
campaign. The status must be changed manually as the
campaign progresses. Select from the following:
Planning: The campaign is in development and is not ready
•to execute.
Active: The campaign components are lined up and the
•campaign is ready to be executed.
Status
Inactive: You do not want to execute the campaign at this
•time.
Complete: Once the results have been received, change
•the campaign status to complete.
•In Queue: The campaign is waiting to be executed.
Sending: The campaign emails are in the process of being
•sent out when sending the emails out in several batches.
Click the Calendar icon and select the date on which the
Start Date
campaign begins.
End Date Click the Calendar icon and select the date on which the
campaign ends.
Enter the name of the user assigned to the campaign; to
Assigned to choose a user from the Users list, click Select, and click the
user name.
campaign information; to choose a team from the Teams
Team list, click Select, and click the team name.
Note: Teams are available in Sugar Professional and Sugar
Enterprise.
The type selected in Step 2 above will appear, for email
Type
campaigns, email will appear.
Description Enter a brief description of the campaign.
Campaign Budget Fields
Field Description
Budget Enter the budget for the campaign.
Expected Revenue Enter the estimated revenue from the campaign.
Currency Select the currency type for the campaign.
Enter the actual cost incurred to conduct the
Actual Cost
campaign.
Expected Cost Enter the estimated cost of the campaign.
Impressions The number of people who opened the email.
Objective Explain the goal of the campaign.
Campaign Tracker URL Fields
Field Description
Enter a tracker name for your reference; use alpha-numeric
Tracker
characters.
Name
Example: Register Now!
Enter the tracker URL and click Create Tracker. To create
additional tracker URLs, click Create Tracker again.
Tracker
URL Example: http://www.sugarcrm.com.
Note: You must include the http:// at the beginning of the link.
Select this box to identify the tracker URL as an opt-out link and
embed your “Unsubscribe” instructions in a tracker URL.
By default, the system uses the removeme.php file which
contains these instructions, and displays this file name in the
Tracker URL field.
Opt-out
Link?
Note: If you do not select the Opt-out link option, then the
system inserts the default opt-out link. So, if you do not want
to include an Opt-out link in your campaign message, select the
Opt-out option but do not insert the link in the campaign
message.
Marketing Email Fields
Field Description
Name Enter a name for the marketing email.
From the drop-down list, select a mailbox that is set up for
BounceHandling.
Use The mail box name appears in the From Name field by
Mailbox •default and can be changed.
Note: This mailbox needs to be already set up by the Sugar
Administrator.
From the drop-down list, select Active if the record is in use;
select Inactive if the record is not in use. Only active records
will be queued for campaign launch.
Status Important:
Always set the status to Inactive while in development and
•testing.
The status must be set to Active for the campaign to be
•executed.
From Enter the name of the organization or person that is sending
Name out the email.
Click the calendar icon and select a date to send out the
email. Enter the time in the adjoining field.
Start Date
Note: To queue the email for campaign launch, select a date
& Time
and time that has already passed; only after you ensure that
the test email was successful.
From the drop-down list, select an existing email template; to
create a new template or edit an existing one, click the
Email adjoining Create or Edit link respectively.
Template
Note: You will need to edit the template to add the Tracker
URLs described in How Do I … Create Email Templates.
Select one or more target lists from the box below; to send it
Send This
to all the target lists in the box, select the All Target Lists in
Message to
the Campaign box.
For further information on Email Campaigns:

See Also •
•Online Library.
•View How Do I … Configure Email Settings.
How Do I
...
Manage Campaigns
• After you create a campaign, you can edit the campaign, as well as view
the campaign status.
Introduction
• Once the campaign is completed, you can also view the return on
investment (ROI) details for the campaign.

•Edit the campaign
Objectives
•View campaign status
•View email campaign return on investment
From the campaign detail view, you can do the following:

•To edit the campaign information, lick Edit.
•To duplicate the campaign information click Duplicate.
Duplication is a convenient way of creating a similar campaign. You can
•change the information in the duplicate record to create a new campaign.
Editing the •To delete a campaign click Delete.
Campaign To test a campaign email before sending it out, click Send Test and on the
•Campaign Send page, select the message and click Send.
To queue emails for campaign launch, click Send Emails, and on the
•Campaign Send page, select the message and click Send.
To track changes to a campaign over time click the View Change Log
•link.
The campaign status information includes the following:

A chart displaying the campaign response by recipient activity, including
•campaign statistics such as messages sent and messages that bounced.
How many emails were sent out and how many are still in the email
Viewing •queue.
Campaign •How many targets viewed the email.
Status •How many targets clicked the embedded URL links.
•How many targets were converted into leads or contacts.
How many emails bounced back due to invalid email addresses or other
•reasons.
•How many targets chose to opt-out of your target list.
Step Action
To view a campaign’s statistics, click the View Status link located
below the Print icon on the Campaign detail page.
The system displays a chart representing information such as the
numbers of messages that were sent and the number of bounced
•messages.
Clicking on a section in the chart will bring you to the details
1 •displayed in the appropriate sub-panel.
Sub-panels for related information such as the targets who viewed
the message and the leads that were created display below the
•chart.
Note: Click the Delete Test Entries button to delete log entries
created by test runs.
2 To return to the Campaigns home page, click View Details.
3 To launch the campaign wizard, click Launch Wizard.
4 To view the campaign ROI, click View ROI.
For any campaign that you execute, Sugar provides an embedded ROI
Viewing Email
report based on the “Closed/Won” opportunities generated from the
Campaign ROI
campaign.
Step Action
To view a campaign’s ROI, click the View ROI link located below the
Print icon on the Campaign detail page.
The system displays a chart representing information such as
1 •revenue, investment, expected revenue and budget.
•Hover over a section in the chart to see the actual amount.
Note: Click the Delete Test Entries button to delete log entries
created by test runs.
2 To return to the Campaigns home page, click View Details.
3 To launch the campaign wizard, click Launch Wizard.
4 To view the campaign status, click View Status.
For further information on Managing Campaigns:

See Also •
•Online Library.
How Do I
...
Run Campaign Diagnostics
Executing an email campaign or a newsletter campaign involves several
steps, some of which can be performed only by your administrator. The
Introduction
campaign diagnostic tool enables you to check if all pending administrative
tasks have been completed before you attempt to launch the campaign.

Objectives
•Run diagnostics
Running
To run campaign diagnostics follow these steps.
Diagnostics
Step Action
1 In the Shortcuts section of the Campaigns module, click
Diagnostics. The Campaign Diagnostics page displays.
If the email settings and a bounce-handling inbox have not been
configured, warning messages display on this page. Contact your
administrator to complete these tasks.
2 To perform the diagnostics again, click Re-Check.
For further information on Campaign Diagnostics:

See Also •
•Online Library.
•View How Do I … Configure Email Settings.

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GETTING STARTED

This guide will enable you to understand:

Most companies engage in some form of customer relationship

Before adopting a CRM application, companies should understand how they

CRM applications allow companies to improve customer-facing interactions

Functional Area Description

CRM applications are an integral piece of the overall customer experience.

Sugar is an application that helps companies manage customer

Sugar provides a single view of all customer interactions; improving sales

Examples: Sugar capabilities allow companies to:

Sugar enables the end-to-end customer interactions. From generating

Sugar supports a variety of functions within an organization. The table

Flexible SugarCRM provides customers maximum flexibility by accommodating

Sugar offers point-and-click capabilities for user interface customization,

Knowing that CRM success begins with end-user adoption, Sugar is

Sugar Open Source is authored and released to a community of thousands

SugarCRM’s open source approach to building and marketing software

Great By nature, open source product development is a Darwinian process, where

The Commercial Open Source development process reveals 100 percent of

SugarCRM offers lower upfront, implementation, customization, and

Objectives This guide will enable you to understand:

The Sugar CRM offerings are:

Sugar Enterprise offers enterprise-grade CRM capabilities and scalability

Sugar Professional offers a sub-set of Sugar Enterprise functionality. It

Sugar Network provides the product extensions, training and support to

The Sugar of offerings can also be deployed in multiple ways to meet

Sugar On-Demand is a hosted solution that allows customers with little or

This guide will enable you to:

Contact your company’s Sugar Suite system administrator for details on

This guide will enable you to:

As a user or an administrator, the My Account page allows you to configure

Click Show Advanced to set the following options:

The Employees Home page displays a list of employees in your

Click the Logout link to log out of Sugar.

For further information on configuring system preferences, access the

This guide will enable you to understand:

Your Home page is designed to provide you a centralized view of

This guide will enable you to understand:

Clicking the Help link in Sugar allows you to access the

Classes of information in Sugar are organized within modules. Most modules

Each module page is made up of blocks of information called panels.

Icon Term Description

For further information on navigating Sugar Home page, please see:

Understand Record Terms, Icons and Actions v4.2

This guide will enable you to understand

Icon Term Description

Attachment Attaches documents to records in Sugar.

Import Allows you to import records from external file.

Print Allow you to open a printer-friendly window.

Refresh Refreshes the page.

Search Allows you to search on the record type

View Allows you to see record details.

This guide will enable you to understand:

Records in Sugar Suite are stored in a database on a server, not on your

Example: View all contacts, meetings, marketing campaigns, and even

Clicking the sub-panel Select button enables you to quickly associate

For further information on records please see:

This guide will enable you to:

The Create Note or Attachment button in the History sub-panel enables

Best Practice: View or print a summary of all emails, notes, attachments,

For further details on activity icon types, see How Do I … Understand

This guide will enable you to: