Sugar Serve Q4 2022 is Live

Real-time Metrics available in the Service Console

• Metric Tabs, powered by the new Metrics module, allows the Service Console to be divided into configurable, filtered groupings, such as unclaimed cases, cases being worked by coworkers, or cases being worked on by the agent. The tabs within the view can be modified by the agent to configure which metrics are most relevant and beneficial, empowering individual users with a more holistic and collaborative view of the whole team's performance and data. 
• Administrators can create and deploy predefined filters and metrics to various teams across Sugar, helping ensure the right people see the right data at the right time, and then take action accordingly. Individual agents can then use and organize these configurations to further fulfill their own needs. Agents can filter down a subset of accounts, such as a backlog of work according to categories, and/or cases at risk of or past SLA. 
• These changes empower the individual agent with more visibility, the ability to mitigate risk, and a way to save time. In turn, these changes then benefit the entire organization.

Drill down into report results using Focus Drawers

The ability to use Focus Drawers has been added to reports, allowing users to drill into a report's chart and easily see the details in one view. Previously, clicking on the drill-down results of a report would force the user to navigate away from the report being viewed, slowing down their workflow. Users will now quickly be able to see the report details via a filtered list view result in the focus drawer.

The new Report Dashlet provides a context-aware experience, data tables, and filters

• New name, new functionality: Previously known as the "Saved Reports Chart Dashlet," the improved "Report" dashlet allows users to review more valuable insights from where they're already working, without having to navigate to the Reports module.

• Context-aware: On the record or Focus Drawer dashboard, dashlets can be configured to automatically filter based on the current record being viewed. For example, a case report dashlet will only show cases related to the current account when the dashlet's "Related to current record" checkbox is enabled.

• Choose how you want to see your results: Users can now toggle dashlets to display either a data table or a chart as available. This also means that the dashlet can be created for a report without a chart, which was not possible in previous versions of Sugar.

• Set runtime filters and sort results from the dashlet: Different result sets can be viewed by setting runtime filters and adjusting how the data is sorted directly from the dashlet, without having to navigate away to the full report viewer.

Charts are now included with scheduled report emails

• Scheduled report emails now save users even more time with the inclusion of charts with the email. Having regularly scheduled reports emailed to various audiences saves users time and creates a cadence of regular data review. This release gives recipients even more valuable information quickly and easily within their inboxes, saving the clicks of navigating to Sugar to simply view a chart.
• The chart can also be configured to be included in the email body or as an attachment (or both), allowing the recipient to easily access the chart in their preferred manner.

COMING SOON: Self-Service Center  

• Later this quarter, Sugar will be releasing a new product focused on customer self-service and engagement. Sugar Serve customers deploying this new and intuitive self-service solution will improve the digital customer experiences for their customers, reduce customer churn, improve the speed of end customer issue resolution, and increase the end customer's satisfaction.
• The initial release of this new product offering will focus on case management, with more functionality coming soon!

And more!

• Review the Sugar Serve Release Notes to learn more about all of the new features and enhancements in this release, as well as additional fixes to address issues in previous releases of Sugar.