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Sugar Professional Application Guide Sugar Professional Application Guide Version 6.2.1 Copyright Information Sugar Professional Application Guide Version 6.2.1, 2011 Copyright © 2004-2011 SugarCRM Inc. www.sugarcrm.com This document is subject to change without notice. License The contents of this document are subject to the Sugar Professional Subscription Agreement (“Agreement”). You may not use this document except in compliance with the Agreement. Disclaimer Your Warranty, Limitations of liability and Indemnity are expressly stated in the Agreement. Please refer to the Agreement for the specific language governing these rights and limitations under the Agreement. Trademarks All SugarCRM logos in this document are registered trademarks of SugarCRM Inc. See the SugarCRM trademark policies at http://www.sugarcrm.com/crm/open-source/trademark-information.html for more information on how SugarCRM trademarks can be used. 07/13/11 Preface Welcome to Sugar, a commercial open source Customer Relationship Management (CRM) application. Sugar enables organizations to organize, populate, and maintain information efficiently on all aspects of their customer relationships. It provides integrated management of corporate information on customer accounts and contacts, sales leads and opportunities, plus activities such as calls, meetings, and assigned tasks. The system seamlessly blends all the functions required to manage information on many aspects of your business into an intuitive and user-friendly graphical interface. The system also offers a graphical dashboard to track the sales pipeline, the most successful lead sources, and the month-by-month outcomes for opportunities in the pipeline. Sugar is based on an open source project, and therefore, advances quickly through the development and contribution of new features by its supporting community. Sugar Professional is a commercially licensed and supported version of the Sugar software that includes many features not released in the Sugar Community Edition. Welcome to the community! About this Guide The Sugar Professional Application Guide introduces you to some basic CRM concepts and helps you get familiar with the Sugar system. It describes how to install and upgrade Sugar and access it 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. Readers are not required to have any programming or software development knowledge, but should be generally familiar with the use of a personal computer and a web browser such as Mozilla Firefox. Sugar Professional Application Guide i Preface Audience This guide is designed for users and administrators who are new to Sugar, or to CRM and web-based applications. Overview Sugar consists of modules, each of which represents a specific functional aspect of CRM such as Accounts, Activities, Leads, and Opportunities. For example, the Accounts module enables you to create and manage customer accounts, and the Activities module enables you to create and manage activities related to accounts, opportunities, etc. These modules are designed to help you manage customer accounts through each step of their life cycle, starting with generating and qualifying leads to customer support and resolving reported bugs. Many of these steps are interrelated and as a result, each module displays related information. For example, when you view the details of a particular account, the system also displays the related contacts, activities, opportunities, and bugs. You can view, edit, and create this information. As an administrator, you have the power to implement access control for these modules. You can customize the look and feel of Sugar across your organization. You can even create new modules if needed. Core Features Sales Force Automation z Lead, Contact, and Opportunity management to pursue new business, share sales information, track deal progress, and record deal-related interactions z Account management capabilities to provide a single view of customers across products, geographies, and status z Automated Quote and Contract management functionality to generate accurate quotes with support for multiple line items, currencies, and tax codes z Sales forecasting and pipeline analysis to give sales representatives and managers the ability to generate accurate forecasts based on sales data in Sugar z Sugar Dashboards to provide real-time information about leads, opportunities, and accounts z Sugar Plug-ins for Microsoft Office to integrate your CRM data with Microsoft’s leading productivity tools z Sugar Mobile for iPhone, a native Sugar application for iPhone, to access contacts, opportunities, accounts, and appointments in Sugar Ultimate, Sugar Enterprise, Sugar Corporate, and Sugar Professional while logging calls and updating customer accounts z Sugar Mobile for Android, a native Sugar application for Android devices, to access contacts, opportunities, accounts, and appointments in Sugar Ultimate, Sugar Enterprise, Sugar Corporate, and Sugar Professional while logging calls and updating customer accounts ii Sugar Professional Application Guide Preface z Sugar Mobile to access mobile functionality through any standards-based web browser Marketing Automation z Lead management for tracking and cultivating new leads z Email marketing for touching prospects and customers with relevant offers z Campaign management for tracking campaigns across multiple channels z Campaign Wizard to walk users through the process of gathering information such as the marketing channel, targets, and budget needed to execute a campaign effectively z Campaign reporting to analyze the effectiveness of marketing activities z Web-to-Lead forms to directly import campaign responses into Sugar and capture leads Customer Support z Case management to centralize the service history of your customers and monitor how cases are handled z Bug tracking to identify, prioritize, and resolve customer issues z Customer self-service portal to enable organizations to provide self-service capabilities to customers and prospects for key marketing, sales, and support activities z Knowledge Base to help organizations manage and share structured and unstructured information Collaboration z Shared Email and calendar with integration to Microsoft Outlook z Activity management for emails, tasks, calls, and meetings z Content syndication to consolidate third-party information sources z Sugar mobile functionality for wireless and PDA access for employees to work when they are away from the office Reporting z Reporting across all Sugar modules z Real-time updates based on existing reports z Customizable dashboards to show only the most important information Administration z Edit user settings, views, and layouts quickly in a single location z Define how information flows through Sugar (workflow management) and the actions users can take with information (access control) z Customize the application in Studio to meets the exact needs of your organization z Create custom modules in Module Builder Sugar Professional Application Guide iii Preface Related Documentation For information on new features and other changes in this release, refer to the appropriate Release Notes for the Sugar edition that you use. Refer to the following guides for information on related Sugar products: z Sugar Plug-in for Microsoft Word: Describes how to install and use the Sugar Plug-in for Microsoft Word z Sugar Plug-in for Microsoft Excel: Describes how to install and use the Sugar Plug-in for Microsoft Excel z Sugar Plug-in for Microsoft Outlook: Describes how to install and use the Sugar Plug-in for Microsoft Outlook iv Sugar Professional Application Guide Installing and upgrading Sugar This chapter describes how to install and upgrade Sugar Professional. This information is intended for administrators. After installation, you can create users and perform other administrative tasks in Sugar. Topics are as follows: z Installation prerequisites and guidelines z Downloading and installing Sugar z Upgrading Sugar z Converting Sugar Editions z Using the Sugar Silent Upgrader z Uninstalling a Sugar instance Before installing Sugar 6.2.0, ensure that you have the appropriate components installed on your server. Installation prerequisites and guidelines This section lists the memory, database, and software requirements for installation. Note: Install the MB String module on your web server to support multi-byte characters. Memory requirements Increase the value of the memory_limit parameter in the php.ini file as follows: z MySQL Server: 96M or higher z MS SQL Server: 96M or higher Database requirements z If you are using MySQL, install version 5.0 or 5.1 to use with Sugar 6.2.0. z If you are using Microsoft SQL Server, you need to download the SQL Server Driver for PHP version 2.0 from Microsoft and extract the contents to the /ext directory of the PHP installation. Sugar Professional Application Guide 1 Installing and upgrading Sugar Select from the following DLLs as appropriate for the PHP version you are using. Driver File PHP Version Thread Safe Use with PHP .dll php_sqlsrv_53_nts_vc6.dll 5.3 No php5.dll php_sqlsrv_53_nts_vc9.dll 5.3 No php5.dll php_sqlsrv_53_ts_vc6.dll 5.3 Yes php5ts.dll php_sqlsrv_53_ts_vc9.dll 5.3 Yes php5ts.dll php_sqlsrv_52_nts_vc6.dll 5.2 No php5.dll php_sqlsrv_52_ts_vc6.dll 5.2 Yes php5ts.dll Add the following line in php.ini to enable it: extension=<dll_name>; where dll_name is a driver file listed in the table above. The driver also requires
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