Day One - The Basics
Step 1- Login to Sugar
Step 2- Watch the following four videos
Step 3- Review The User Application Guide in this module located at the bottom of this page
Step 4- Enroll into Sugar University
Sing-in using your Sugar CRM credentials
Complete the first lesson to progress to Day Two
Sugar Enterprise Application Guide
The Sugar Application Guide introduces you to some basic CRM concepts and helps you get familiar with the Sugar system. It describes how to access Sugar through a personal computer and a web browser. It also describes how to perform a broad range of customer relationship management tasks and related administration tasks.
Sugar offers users a wide range of configuration options when getting started with the application. Your first time logging into Sugar the New User Wizard will step through configuring some basic settings (i.e. Your Information, Your Locale). You may skip these steps and configure these settings in your user preferences at a later time. Please note that system administrators can also set up each user's basic settings when creating the user in Sugar. This documentation will cover the various options (e.g. New User Wizard, User Preferences) available when first getting started with Sugar and accessing your account.
The user interface includes all of the visible elements users see and interact with while using Sugar including the headers, fields, subpanels, dashboards, etc. Knowing how to properly navigate around the application along with what the various layouts, options, and action items do in Sugar will be critical in managing your data in the system. This documentation covers the basics of Sugar's user interface as well as how to perform common tasks or operations in the application.
Sugar comes with the ability to search across the entire system to easily locate and filter records in the system. Users can perform a search via the module's list view, record view, as well as global search. The module search allows you to locate records easily and effectively in a module-specific manner. Once the search is performed, the relevant results will be displayed in the module list view or subpanel view of the record. Global search allows users to search for information across their entire Sugar database as opposed to restricting search within a specific module. This documentation will go over the basics of the various search options and cover how to perform a search, filter a search, view results, etc.
Sugar's Home page houses the dashboard and activity stream which allows users to view pertinent record information via various dashlets and activity stream posts. Every user in Sugar can configure their dashlets based on the display options and filters available from their dashboard. Users can also personalize their activity stream to only view posts specific to records that are important to them. This documentation will go over the basics of the Home page as well as the various options available to customize the Home page to best fit your individual needs.
Sugar's Leads module consists of individual prospects who may be interested in a product or service your organization provides. In addition to standard creation options, leads can provide their own details to you via a web-to-lead form or via self-registration on the Sugar Portal. Once the lead is qualified according to your organization's practices, it can be converted into a contact, opportunity, account, or other record. This documentation will cover information and actions specific to the Leads module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting leads, please refer to the Working With Leads section of this page.
Sugar's Contacts module consists of individual people with whom your organization has an established relationship. Sugar enables you to convert lead records to contact records according to your organization's qualification process. Contact records are typically related to an account record, and multiple contacts may be associated to a single account. Each contact record may then relate to other Sugar records such as meetings, cases, opportunities, and many others, making the contact record a hub for viewing and continuing your interaction with the individual. This documentation will cover information and actions specific to the Contacts module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting contacts, please refer to the Working With Contacts section of this page.
Sugar's Accounts module consists of companies with whom your organization has a relationship. It is generally seen as the hub for managing and analyzing your business' interactions with each company. Each account record may then relate to other Sugar records such as contacts, meetings, cases, opportunities, and many others as your relationship with the customer matures. This documentation will cover information and actions specific to the Accounts module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting accounts, please refer to the Working With Accounts section of this page.
Sugar's Opportunities module allows you to track individual sales and their line items from start to finish. Each opportunity record serves as a header for a group of revenue line items as well as relating to other important records such as quotes, contacts, etc. Each revenue line item is the prospective sale of a particular product and includes relevant sale data. Each revenue line item will typically progress through several Sales Stages until it is marked either "Closed Won" or "Closed Lost". The Opportunity record reflects the amount and expected close date of its revenue line items. Opportunities and revenue line items can be leveraged even further by using Sugar's Forecasts module to understand and predict sales trends as well as focus work to achieve sales quotas. For more information on the Forecasts module, please refer to the Forecasts documentation.
Sugar's Documents module gives your users a way to access and update company-specific files. These files can range from internal policies to customer-distributed content. There are various ways you can create documents in Sugar such as via the Documents module and via the quick create menu. Once the document record is created, you can view and edit information pertaining to the document via the Documents detail view. Each document record may then relate to other Sugar records such as accounts, cases, opportunities, and many others. This documentation will cover how to use the Documents module as well as the various actions and options available from within the module.
Sugar's Calendar module allows users to easily schedule, view, and manage their activities (e.g. calls, meetings, tasks) in one place. The calendar will show your calls, meetings, and tasks provided you are an invitee on the call or meeting, or the task is assigned to you. You can also view other user's scheduled activities via the shared calendar option. This documentation will cover how to use the Calendar module as well as the various actions and options available from within the module.
Sugar's Calls module is used to log phone calls which can be related to other Sugar records that may represent the attendees or topic for discussion. You can use call records to schedule and remind guests of future calls and to preserve a record of any other calls that you hold. Call records may have multiple guests and can even be scheduled to recur.
Sugar's Meetings module is used to track meetings which can be related to other Sugar records that represent the attendees or topic of discussion. You can schedule upcoming meetings that remind you when the scheduled time approaches or log meetings you have already held to keep a record of the discussion. Meeting records can have multiple attendees, both inside and outside Sugar, and include the ability to send invitations as well as reminder emails. When a meeting is repeated on a regular schedule, you can configure it to recur.
Sugar's Emails module stores copies of email messages that have been sent from or archived to Sugar. While Sugar is not primarily an email application, it does allow users to send email using their personal email address or a system account and to archive copies of messages and attachments sent or received through a third-party email application.
Sugar's Tasks module is used to track to-do or action items which can be related to various Sugar records to which the task is relevant. Tasks with due dates will display a color coding on list views and dashlets to help alert users when a task is overdue or will be due soon. You can view tasks in specialized dashlets on related records as well as in your calendar to help you plan your workday and complete important action items on time. As tasks are completed, they can be closed via various convenient methods throughout Sugar. This documentation will cover information and actions specific to the Tasks module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting calls, please refer to the Working With Tasks section of this page.
Sugar's Notes module consists of individual notes which contain text or an attached field pertinent to the related record. The Related To flex-relate field is typically set to the module and record to which the note's contents are relevant. A contact record can also be related using the Contact field which will cause the note to be displayed when viewing the contact record. Notes are also used to communicate with customers about bugs and cases via the Sugar Portal. For more information, please refer to the Bugs and Cases documentation. This documentation will cover information and actions specific to the Notes module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting notes, please refer to the Working With Notes section of this page.
Sugar's Cases module is used to track and manage customer requests for assistance with products or services. As a case is opened, worked on, and resolved, its progress will be denoted by the Status field. Each case record may relate to other Sugar records such as calls, contacts, and bugs, making it easy to get the full picture of a customer's issues and history. If enabled, contacts can view and open cases via the Sugar Portal along with bugs and knowledge base articles. Cases can also be automatically created from incoming emails, and a case macro can be employed to automatically relate emails to existing cases. This documentation will cover information and actions specific to the Cases module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting cases, please refer to the Working With Cases section of this page.
Sugar's Knowledge Base module provides the ability to create, maintain, and publish information in the form of articles. Knowledge base articles can cover a variety of topics such as case resolutions or frequently asked questions. When used for internal purposes, articles can be accessed via the Sugar instance by Sugar users within your organization. When needed for external purposes, articles can also be published to the Sugar Portal, providing visibility for customers or other portal users. Articles can be rated based on their usefulness by both internal and external readers to help you determine which articles should be improved or updated and which should be promoted as valuable information. As you work to improve articles, you can create revisions to keep a history of versions as well as to make changes without immediately affecting published content. Articles can also be localized to reach new audiences using a variety of languages. This documentation will cover information and actions specific to the Knowledge Base module. For instructions concerning views and actions which are common across most Sugar modules, such as creating, editing, and deleting accounts, please refer to the Working With Articles section of this page.
There may be times in which users will want to access, review, or manipulate information from their Sugar database in another format outside of Sugar. To facilitate this process, users have two options on ways to export their data from Sugar. Upon exporting data from Sugar, a CSV ("Comma Separated Value") format file will be downloaded to the users computer. This file can be reviewed in Microsoft Excel, Notepad, or other spreadsheet tools and text editors.
Sugar can be accessed via browsers on mobile devices (i.e. Android, iOS) as a means of working with your Sugar® instance without installing the SugarCRM mobile app. To access your Sugar instance via browsers in a mobile view, simply enter your instance URL and append "/?mobile=1" to the end of the URL as follows: https://example.sugarondemand.com/?mobile=1. For more information on navigating and utilizing your Sugar instance in a mobile view, please refer to the SugarCRM Mobile User Guide for your specific mobile device (i.e. Android, iOS).
The Data Privacy module allows users to record and take action on data privacy requests and events in Sugar. This module is one portion of a feature set aimed at supporting your ability to carry out your organization's data privacy policies. Sugar's Data Privacy Guide provides information which spans the entire data privacy feature set and presents consolidated information and instructions for leveraging these tools to accomplish your organization's data privacy procedures. This Data Privacy Guide will describe these enhancements, the configuration steps an admin must complete before users can access the new functionality, as well as provide guidance for end users and Data Privacy Managers. This documentation will instead focus on the mechanics of using the module including its fields, options, menus, and how to perform common actions on data privacy records.