Report:Salesforceand

SugarCompared
Updated: March 13, 2014

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TableofContents
Introduction
NamingConventions
CompanyBackgrounds
Salesforce.com,Inc.
SugarCRM,Inc.
ProductOverviews
Salesforce
NewReleases
EditionsandPricing
DataStorage
Sugar
DeploymentOptions
Upgrades
EditionsandPricing
DataStorage
DataCentersandStatus
Salesforce
Sugar
BrowserSupport
Salesforce
Sugar
DeviceSupport
Salesforce
Sugar
ThirdPartyEcosystem
Salesforce
Sugar
Sales&DeliveryChannels
Salesforce
Sugar
LoginandPasswordSecurity
Salesforce
Sugar
UI&Navigation
Salesforce
GeneralNavigation
RecordNavigation
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Sugar
GeneralNavigation
RecordNavigation
VariableRecordLayouts
Salesforce
Sugar
UserOptions
Salesforce
Sugar
Point&ClickConfigurationandCustomization
Salesforce
Sugar
AdvancedDevelopment&APIs
Salesforce
Sugar
Search
Salesforce
Sugar
DuplicateAvoidance,DetectionandMerge
Salesforce
Sugar
UserAccessPermissions
Salesforce
Sugar
Workflow
Salesforce
Sugar
Reporting&Dashboards
Salesforce
Sugar
EmailIntegration
Salesforce
Sugar
OfficeSuitesIntegration
Salesforce
Sugar
DataImportandIntegration
Salesforce
Sugar
WebLeadCapture
Salesforce
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Sugar
EmailMarketingandMarketingAutomation
Salesforce
Sugar
CustomerService
Salesforce
Sugar
EnterpriseSocialNetworking
Salesforce
Sugar
SocialMediaIntegration
Salesforce
Sugar
OnlineHelp&Training
Salesforce
Sugar
UserConferences
Salesforce
Sugar
LegalNotices

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Introduction
ThisreportisafactbasedcomparisonofSalesforceandSugar.
ForthosewhoworkfororwhoconsulttoanorganizationthatismovingtowardanewCRM
solution,thisreportcanbeviewedasastartingpoint.Fromhere,weencouragedeeper
evaluations,whichshouldincludelisteningtoeachvendorsrepresentativespresenttheir
competitivestrengthsovertheothersapplicationespeciallyasthesestrengthspertaintoyour
organizationsbusinessneeds.
WealsorecommendfollowingastructuredprocessforselectingaCRMsystem.
Whilewehaveattemptedasmuchaspossibletokeepthisanalysisastatementoffacts,we
expectthatadvocatesforeachsolutionwillfindareasthatappearslantedinthedirectionofthe
othersolution.
Theanalysismainlyfocusesonoutoftheboxfunctionality.However,thereareseveral
referencestoespeciallypopularthirdpartyapplications.
Mostlinksinthisreportaretowebpagesthatarewithinthedomainsoftherespectivevendors,
butitspossiblethatsomelinkswillbecomestaleovertime.
Notallfeaturesandfunctionalityoftherespectivesystemsarecomparedinthisreport.Wewill
addadditionalcomparisonpointsinfutureeditions.
Todiscussanyofthedifferencesingreaterdetail,pleasecontactusat18007994539.
NamingConventions
Thisreportwillseparatelyreferencesalesforce.com(thecompany)andSalesforce
(salesforce.comsflagshipproduct).TheproductmarketedbySugarCRMisknownasSugar.
WhatarecommonlyknownasdatabasetablesareknownasobjectsinSalesforceandas
modulesinSugar.Theserespectivenamingconventionswillbeusedwhereappropriate.

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CompanyBackgrounds
Salesforce.com,Inc.
Salesforce.comwasfoundedin1999byformerOracleexecutiveMarcBenioff,andwentpublic
inJune2004.Salesforce.comwasapioneerindevelopingsoftwareasaservice(SaaS),which
isnowcommonlycalledcloudcomputing.Thecompanyhasstatedthatithasover100,000
customers.Salesforce.comscurrentrunrateisover$4billioninannualrevenue.
Salesforce.com,Inc.istradedontheNYSEunderthesymbolCRM.
SugarCRM,Inc.
SugarCRM,Inc.wasfoundedin2004byJohnRoberts,ClintOram,andJacobTaylor.
SugarCRMisbestknownforitsWebapplication,Sugar.
SugarCRMusesaCommercialOpenSourcemodelandhastwotypesofcustomers.Thereare
customersthatusethefree,opensourceversionofSugarthatcanbedownloadedfrom
SugarForge.org.TherearealsopayingcustomersthathavesubscribedtooneoftheSugar
corporateeditions.
SugarCRM,Inc.isaprivatelyheldcompany.InvestorsincludeDraperFisherJurvetson,Walden
InternationalandNewEnterpriseAssociates.InAugustof2013,SugarCRMsecured$40million
infundingfromGoldmanSachs.
ProductOverviews
Salesforce
Salesforce.comonlyoffersitsproductasahosted,subscriptionmodel.Itdoesnotofferan
onpremisesversion.
Furthermore,Salesforceisonlyavailableonamultitenant,sharedinstanceplatformcalled
theForce.complatform.WithSalesforce,therearenooptionsforadedicatedinstanceora
dedicatedserverforagivencustomer.
Whilesalesforce.comhasachievedhighscalabilityforitsapplication,foravarietyofreasons,it
hassplititsofferingintomultipleinstances.
Tosupplementitscoreproductoffering,salesforce.comhasacquiredanumberofother
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technologycompaniesintheCRMandsocialmediaspaces.AcquisitionsincludeJigsaw,
Radian6,BuddyMedia,Assistly,HerokuandExactTarget.
Salesforce.cominternallydevelopedacollaborationproductcalledChatter.Chatterisavailable
withinallSalesforceeditionsatnoextrachargeandisalsoavailableasafree,standalone
product.
NewReleases
Salesforcehasthreemajornewreleaseseachyear.Thereleasenamesarebasedonthe
seasonandyeare.g.Spring14.Forthemostpart,thesenewreleasesarefullytransparent
withrespecttoexistingcustomizations.Customersdonothavetopayextrafornewreleases.
Salesforce.comprovidesextensivereleasenotesinadvanceofeachnewrelease.
EditionsandPricing
SalesforcesSalesCloudisavailableinfivedifferenteditions,whichrangeinpricefrom$5per
user,permonthto$300peruser,permonth.Eacheditionisthesameunderlyingproduct,with
specificfeaturesandfunctionalityeitherswitchedonoroff,dependingontheedition(PDF).The
mostpopularedition,EnterpriseEdition,listsfor$125peruserpermonth.TheProfessional
Editionlistsfor$65peruserpermonth.Normally,a12monthcommitmentisrequired.Alonger
termcommitment,suchas24months,canresultinlowerpricing.
TheSalesforce.comFoundationprovidesfreeand/ordeeplydiscountedlicensestocertain
categoriesoforganizationssuchas501(c)(3)corporationsandBcorporations.
DataStorage
AlleditionsofSalesforcehaveaminimumof1GBofdatastorageand11GBoffilestorage.The
totalavailablestoragecanbehigherontheProfessional,EnterpriseandUnlimitedEditionsas
thereisalsoaperuserallocationontheseeditions.Forexample,thedatastorageonEnterprise
Editionis20MBtimesthenumberofusers(witha1GBminimum).Filestorageis612MB
timesthenumberofusers(withan11GBminimum).
EachrecordinmostSalesforceobjectsisdeemedtouse2KBofstorage.Additionaldata
storagecanbepurchasedin50MBor500MBincrements.Additionalfilestoragecanbe
purchasedin10GBincrements.
Sugar
OnitsSugarForge.orgopensourcesite,Sugaroffersitsfree,SugarCommunityEdition(CE).
WithSugarCRMsopensourcemodel,thirdpartydeveloperscanpublishfunctionalityonthe
SugarForge.orgdevelopmentsite.
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Inthepast,patchesthatwerecreatedbythirdpartydeveloperswererolledintothecorporate
offering.InFebruary2014,SugarCRMannouncedthattherearenoplanstoreleaseaversion7
oftheCommunityEdition.
DeploymentOptions
CustomerscandeploySugarinfivedifferentways:

SugarOnDemand
SugarPrivateCloud
Onsite,behindtheircompanysfirewall
Publiccloud,withahostingservicesuchasIBMSmartCloudEnterprise,AmazonEC2,
Rackspace,orMicrosoftAzure
ThroughaSugarCRMpartner
Alloptionsaresingletenantonthedatabaseinstance.WhileSugarOnDemandismultitenant
ontheapplicationinstanceandhasmultiplecustomerdatabasesstoredonthesamephysical
server,theSugarPrivateCloudhasfulldataisolationwhichmeansthatnophysicalresources
aresharedwithotherSugarCRMcustomers.
SugarCRMcustomershavetheoptionofmovingtheirSugarinstancefromonehosting
environmenttoanother.
TheoriginalplatformchosenforSugarwastheLAMPstackLinux,Apache,MySQLandPHP.
IfacustomerchoosesadeploymentoptionotherthattheSugarCRMcloud,thecustomercan
chooseamongmultipleoperatingsystemsanddatabaseoptions.
Upgrades
SugarCRMscurrentreleaseisSugar7.1.SugarCRMprovidesautomaticupdatesandupgrades
forSugarOnDemandcustomers.ForimplementationsotherthanSugarOnDemand,the
customerhascontroloverthetimingofupgrades.
EditionsandPricing
SugarCRMoffersthreedifferenteditionsofitsproduct:SugarProfessional,SugarEnterprise,
andSugarUltimate.
SugarProfessionalcosts$35peruserpermonth.SugarEnterpriseispricedat$60peruserper
month,andSugarUltimatecosts$150peruserpermonth.Billingisannual.
TheSugarlicensepricingisthesameregardlessofwhichofthethreehostingoptionsa
customerdecideson.Forsomehostingoptions,therecanbeadditionalcosts.Forexample,ifa
customerdecidestohostwithAmazonEC2,Amazonshostingchargeswouldbeinadditionto
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theSugarlicensingcost.
DataStorage
StateddatastoragelimitationsonlycomeintoplaywiththeSugarCRMOnDemandSaaS
option.AnorganizationusingSugarProfessionalisallocated15GBofstorage.SugarEnterprise
allowsupto60GB,andSugarUltimateupto250GB.Additionalstoragecanbepurchased.
AcustomercanconfigurestorageasneedediftheydeploySugaronsite.Acustomercan
requestandpayfortheappropriateamountofstorageifapubliccloudoptionischosen.
DataCentersandStatus
Salesforce
Salesforce.comsserviceiscollocatedinmultiple,toptierglobaldatacenters.Salesforce.com
publishesitsdatacentersecurityanddisasterrecoveryinformationonitstrust.salesforce.com
site.
Salesforce.comdoesnotownthedatacentersinwhichitscustomersarehosted,partly
becauseitrunsitsentirecustomerbaseonafewthousandservers.
Salesforce.comdoesnothaveapubliclyaccessibleServiceLevelAgreement(SLA).According
tothissource,PeterCoffeeofsalesforce.comsaidthatSLAsareformulatedinconfidential
discussionswithindividualcustomers.
Sugar
SugarCRMdoesnotpublishinformationaboutthehostingcenterlocationsforSugar
OnDemandorSugarPrivateCloud.
IfacustomerdeploysSugarthroughoneofthepubliccloudserviceproviders,suchasAmazon,
theservicelevelagreementisspecifictotheprovider.
BrowserSupport
Salesforce
SalesforcesupportsrecentversionsofGoogleChrome,MozillaFirefox,MicrosoftInternet
ExplorerandAppleSafari.Salesforce.compublishessupportedbrowserversions.
Sugar
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SugarsupportsChrome,FireFox,InternetExplorerandSafari.SugarCRMpublishessupported
browserversionsforeachversionofSugar.
DeviceSupport
Salesforce
Inlate2013,salesforce.comintroducedtheSalesforce1Platform.Concurrently,theSalesforce1
MobileAppwasannounced.Salesforce.compublishesanappforiPhoneandiPadandonefor
Android.
UsingtheSalesforce1Platform,Salesforceappscanbebuiltandcustomizedandthendeployed
tomobiledevices.CompactlayoutsformobiledevicescanbecreatedforanySalesforce
standardorcustomobject.MobileenabledVisualforcepagescanbeaddedtothescreenlayout
formobiledevices.
SalesforceLabsoffersasimpletouseiPhoneapplicationforfieldsalespeoplecalledLogger.
This,aswithallSalesforceLabsapps,isnotanofficiallysupportedapplication.
Sugar
SugarCRMoffersSugarCRMMobileforiPhone,iPadandAndroidphonesandtablets.
SugarCRMMobileworkswithallSugarOnDemandsubscriptions.AllSugarconfigurationsand
custommodulescanbemadeavailableonmobiledevices.
ThirdPartyEcosystem
Salesforce
Salesforce.commanagesitsownthirdpartyapplicationsite,AppExchange.TheAppExchange
alsohasapplicationsfromSalesforce.comsinternal,Force.comLabs.Thereareoverone
thousandapplicationslistedontheAppExchange.
Allapplicationsmustbecertifiedandpassaperiodicsecuritycheck.AllAppExchange
applicationsareinstalledwiththesameseriesofclicks.
Someoftheappsarefreeandsomearepaid.Notallapplicationsarecompatiblewithall
editionsofSalesforce.Forexample,manyappsrequireProfessionalEditionorhigher.
Sugar
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SugarsthirdpartyapplicationssiteiscalledSugarExchange.SugarExchangeisamarketplace
whereSugaruserscancandownloadappsthatprovideadditionalfunctionality.Certifiedlistings
undergoa90pointcertificationchecklist.
Applicationscanbebrowsedbycategory,byeditionorbySugarversion.
Sales&DeliveryChannels
Salesforce
SalesforceissolddirectlyviaateamofAccountExecutivesandpeopleinothernamedsales
roles.AccountExecutivesnormallyteamupwithaSalesforcepartnerwhenimplementation
servicesarerequestedbyaprospect.ForopportunitiesthataSalesforce.compartnerregisters,
thepartnerreceivesareferralfeeonthefirstyearssubscriptionrevenue.
Sugar
SugarCRMsellsdirectlyandalsohasthreetypesofpartnerprograms.TheChannelPartners
programhastwolevels:BasicandPlatinum.
LoginandPasswordSecurity
Salesforce
Salesforcedefaultstotwofactorauthentication(a.k.a.2stepverification)fororgaccess.Aftera
newusersinitiallogin,eachtimetheusertriestologinfromanunrecognizedcomputeror
device,Salesforceemailsaverificationcodetotheuser.Theusermustkeyintheverification
codeinordertologintoSalesforce.Thistwofactorauthenticationcanbeoverriddenbythe
settingofTrustedIPRangesbyanadministrator.
IntheEnterpriseEditionandhigher,certainIPrangescanberestrictedfromloginaccess
altogether,asdefinedwithinuserProfiles.
Salesforceallowsforsettingpasswordpolicies,including:passwordexpirationdurationhow
manyoldpasswordsarerememberedminimumpasswordlengthandpasswordcomplexity.
SalesforcesupportsauthenticationviaidentityproviderssuchasActiveDirectorywiththe
implementationofSingleSignOn(PDF).
Sugar
Sugarusesauniqueusernameandpasswordtoauthenticateusers.Sugarhasnativesupport
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forLDAPandSAMLauthentication
ThereisafreethirdpartyapplicationforSSO,ActiveDirectory&LDAPintegrationand
multifactorauthenticationcalledOneLogin.
Passwordrequirementscanbecreatedtoenforceparameterssuchasminimumpassword
length.Mixedcaseand/orspecialcharacterscanalsobeenforcedviapasswordrequirements.
SugarallowsforvalidationwithreCAPTCHAorHoneypot.
UI&Navigation
Salesforce
GeneralNavigation
Salesforcedisplaysdifferentobjectsacrossthetoppartofthescreen.Eachusercanhavetheir
ownset(orsets)oftabs,asdefinedbyApps.AnAppisacollectionoftabsthatappearson
thescreeninaspecificorder.
AleftsidebarshowsRecentItemsandallowsforuserstoquickcreatenewrecords.The
sidebaralsocontainstheRecycleBin,whereuserdeletedrecordsresidefor15daysbefore
theyarepermanentlyremovedfromtheorg.
Thereisaglobalsearchboxinthetopofleftofthebrowserwindow.
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Recordtorecordnavigationalloccurswithinasinglebrowsertaborwindow.Nonewtabsor
windowsopenbydefault.Ifauserwantstoopenarecordinanewtab(oranewwindow),the
usermustforceanewtabtoopenbyclickingtherightmousebuttonandselectingOpeninnew
tab.
ThebrowserBackandForwardbuttonsworkfornavigatingbackandforwardwithinthe
application.
RecordNavigation
Withineachrecord,Salesforcedisplayssectionsoffieldsforthecurrentrecord(andoptionally
fieldsfromaparentrecord)atthetopofthescreen.Belowthesesectionsarerelatedlistsof
recordsfromotherobjects.
Userscaneitherscrolldowntherecordspagetoviewrelatedlists,ortheycanmakeuseof
hovertabsnearthetopofthescreen.Hoveringthecursoroveratoptabwillcausearelatedlist
todropdownfromthehovertab.
Sugar
GeneralNavigation
Sugarhasasetoftabsforaccessmodulesinthetopbar.Thetopbaralsohasaglobalsearch
boxandaquickcreatebutton.
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Moduledropdownmenusdisplayoptionsforcreatingrecords,viewingreports,seeingrecently
viewedrecordsandseeingfavorites.
RecordNavigation
Datafortheactiverecordcanbeseeninthetopsectionofthescreen.AShowMore/Show
Lesslinkallowsforexpandingandcollapsingthetopsection.
Relatedmodulesappearbelowthetopsection.Relatedmodulesthatcontaindatawhichis
accessibletotheuserdisplayincolor.Relatedmodulesthatdonothavedataaregrayedout.
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Arighthandsectiondisplaysdashboards.Userscanhavemultipledashboards.Withineach
dashboard,therearemultipleDashlets.
VariableRecordLayouts
Salesforce
IntheSalesforceEnterpriseEditionandhigher,therecanbevariablescreenlayoutswithinan
object(fields,fieldorder,relatedlists,relatedlistorderandpicklistvalues)asdefinedbyRecord
Types.RecordlayoutscanalsovarybasedonuserProfile.
Sugar
InSugar,variablelayoutsbyuserorbytypeofrecordcanbescriptedusingSugarLogic.
UserOptions
Salesforce
InSalesforce,usershavetheoptiontocustomizetheirtabsandtosettheappearanceandorder
ofrelatedlistswithineachobject.Usersalsohaveaccesstoemailsettings,suchasa
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signature,foremailsthataresentfromwithinSalesforce.
ThereareanumberoffollowandnotificationoptionsthatpertaintoSalesforceChatter.
Sugar
Sugarusershaveanumberofoptions.Ausercansetnavigationbartaborderandalsohide
specifictabs.AusercanselectLocaleSettingssuchasdate,timeandcurrencyformat.Auser
canalsoselectaspecificthemefortheuserinterface.
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Point&ClickConfigurationandCustomization
Salesforce
InSalesforce,anadministratorcanaddnewfieldstoanobjectviapointandclick.Fieldtypes
include:AutoNumberFormulaRollupSummaryLookupRelationshipCheckboxCurrency
DateDate/TimeEmailNumberPercentPhonePicklistMultiSelectPicklistTextTextArea
TextArea(Long)TextArea(Rich)andURL.
Newobjectscanalsobeadded.Anewobjectcaneitherhavealookuprelationshipwithaparent
object,amasterdetailrelationshiporamanytomanyrelationship.
Sugar
InSugar,anadministratorcanaddnewfields.Fieldtypesinclude:AddressCheckbox
CurrencyDateDatetimeDecimalEncryptDropDownFloatHTMLIFrameImageInteger
MultiSelectPhoneRadioRelateTextAreaURLandTextField.
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New,custommodulescanbeadded.Acustommodulecanberelatedtoanyothermoduleas
onetoone,onetomany,manytooneormanytomany.
AdvancedDevelopment&APIs
Salesforce
InEnterpriseEditionandhigher,SalesforceallowsforadvancedcustomizationsusingApex,
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salesforce.comsproprietarydevelopmentlanguage,aswellasVisualforce,whichisusedfor
customuserinterfacedesign.ApexisalsothelanguageusedforcreatingTriggers.
FunctionalitydevelopedwithApexandVisualforcecanbeaddedtotheProfessionalEditionby
wayofamanagedpackage.SomemanagedpackagesalsosupportGroupEdition.
Salesforce.comprovidesasandboxenvironmentintheEnterpriseEditionandhigherfor
developingandtestingcustomizationsandcode.TheEnterpriseEditionsincludedDeveloper
sandboxcanbecreatedasasnapshotoftheproductionorg,butthesandboxdoesnotinherit
anyproductiondata.Ithasa200MBstoragelimit.PaidsandboxesincludetheDeveloperPro,
PartialDataandFull.
SalesforceEnterpriseEditionandhigherhaveavarietyofdifferentAPIs.APIsinclude:REST
SOAPChatterBulk,MetadataStreamingandTooling.TheRESTAPIDevelopersGuideis
alsoavailableasaPDF.
CodeexamplesintheAPIdocumentationareJavaandC#,buttheAPIscanbecalledfroma
numberofclientsidelanguages,includingRuby,PHPandPerl.
Salesforce.comalsoprovidesanIDEthatsbasedonEclipse
Sugar
SugarhasWebServicesAPIsforintegratingwithotherapplicationsandPHP&JavaScriptAPIs
forextendingtheSugarfunctionality.
DocumentationisavailableforRESTandSOAPAPIs.SugarCRMprovidesanonlinedeveloper
guide.
Search
Salesforce
Salesforcehasaglobalsearch.Whenauserentersafulltextorpartialtext(wildcard)stringin
theSearchbox,Salesforceparsesthroughalltextfields(aswellasseveralotherfieldtypes,
suchasphoneandemail)withinastandardsetofobjects,suchasAccountsandContacts.
Searchresultsaregroupedbyobject.
ASearchAlllinkallowsausertoexpandthesearchacrossallobjects,includingActivitiesand
Attachments.
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ChatterfeedscanalsobesearchedforthesamefullorpartialtextstringusingtheSearch
Feedsbutton.
Filterfieldscanbeaddedtothesearchresultsforanyobjectsothatuserscannarrowthe
resultsofaglobalsearch.Anadministratorcanaddanyfieldsfromanobjectasfilterfields
withinthesearchresultsforthatobject.
InSalesforce,Viewscanbeusedtocreatemulticondition,dynamicsearches.Viewsonlyallow
forfilteringonfieldswithinanobject.Reportscanbeusedtotoviewrecordsbasedon
crossobjectfilters.
Sugar
InSugar,thetopbarcontainsaGlobalSearchfield.GlobalSearchallowsausertosearch,
usingtwoormorecharacters,acrossanymodule.
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Withineachmodule,ausercanperformeitheraBasicSearchoranAdvancedSearch.ABasic
Searchisasearchonasinglefieldwithinthemodule.
TheAdvancedSearchallowsausertoentervaluesintomultiplefields.AnAdvancedSearchcan
besavedforfuturereuse.
DuplicateAvoidance,DetectionandMerge
Salesforce
InSalesforce,ausercancheckforanyrecordsthatmatchtheLeadrecordthattheuseris
currentlyon.ResultswilldisplaypotentialmatchesacrosstheLead,Account,Contactand
Opportunityobjects.
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Uptothreerecordscanbemergedintoone.Salesforceprovidesaninterfaceforselectingthe
bestdatafieldsfortheMasterRecord(winningrecord)fromeachofthematchingrecords.The
losingrecordorrecordsgointotheRecycleBin.
Sugar
Sugarchecksforpotentialduplicatesonrecordentrybasedonmatchingtextinkeyfieldssuch
asAccountName.
Sugarallowsuserstomergeuptofiverecordsinanymodule.
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UserAccessPermissions
Salesforce
SalesforceEnterpriseEditionandhigherhasmultiplelevelsofrecordandfielduseraccess
permissions.
Basic,recordlevelsecuritycanbesetupwithRoles.ARoleHierarchydefinesaccessto
recordsbasedonanorganizationalhierarchy.Forexample,RoleHierarchycanbeusedto
enforcethefactthatthevicepresidentofsalescanseeallrecordsownedbyallsalespeople,
eventhougheachsalespersoncanonlyseerecordsthatheorsheowns.
UserProfilescanbeusedtodefineobjectlevelpermissions.EachuserisassignedaProfile.
WithineachUserProfile,standardobjectandcustomobjectpermissionscanbedefined.
Levelsofobjectaccessinclude:ReadCreateEditandDelete.
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WithinaProfile,severaldozenadministrativeandusersettingscanbeenabledordisabled.
SharingRulesareautomaticexceptionstoorganizationwidesharingrules.Therearetwotypes
ofSharingRulesthatareavailablethroughtheuserinterface.
RecordownerbasedSharingRulesallowforsharingofrecordsamongusersbasedonGroups
towhichthoseusersbelong.ForexampleiftwousersbothbelongtoaGroupcalledWest,
thosetwouserscanbesettosharerecords,eventhoughorganizationwidesharingrules
determinethatthosetwousersdonotsharerecords.
CriteriabasedSharingRulesallowsforexceptionstoorganizationwiderulesbasedonvaluesin
oneormorefields.Forexample,ifcustomersupportrepresentativesshouldonlyseecustomer
recordsthatareownedbysalespeople,butnottheirprospects,acriteriabasedSharingRule
couldenforcethis.
PermissionSetsareanadditionallayerthatcanbeplacedovertheuserprofilesbasesetof
permissions.
Sugar
SugarusesRoleManagementtodefinemodulepermissionsandfieldlevelpermissionsforeach
user.Forexample,asupportrepresentativecanbeassignedarolethatdoesnothaveaccess
totheOpportunitymodule.
ARolecanalsorestrictaccesstocertainfieldswithinamodule.Forexample,aRolecanbe
setupthatdoesnotallowuserswhoareassignedthatroletoeditanAccountBillToaddress.
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Userscanhavemultiplerolesassignedtothem.
Teamsareusedtodeterminewhatusershaveaccesstowhichrecords.EachTeamcanhave
oneormoreusersassociatedwithit.WhenauserisassignedtoaTeam,thatusers
ReportstouserandanyotheruplineusersarealsoassignedtothesameTeam.Oneormore
Teamscanbeassignedtoarecordinanymodule.
EachuserissetuptohaveadefaultTeamorTeamswhentheusercreatesanewrecord.A
usercanmanuallyoverridewhatTeamorTeamsareassociatedwitharecordwhentheyaddor
editthatrecord.
Workflow
Salesforce
InSalesforce,WorkflowRulescanbetriggeredbyrecordcreationorrecordediting.Ifarecord
meetscertaincriteriaoncreationoredit,aWorkflowActioncanautomaticallyrun.Workflow
Actionsinclude:scheduleaTasksendanemailalertupdateafieldandsendanoutbound
message(anXMLmessagesenttoalisteningservice).
SalesforceWorkflowRulesincludeApprovalProcesses.Anapprovalprocessspecifiesthe
stepsnecessaryforarecord,suchasasalesquote,tobeapprovedaswellaswhomust
approveitateachstep.
Sugar
InSugar,WorkflowistriggeredbasedonfieldConditionswithinamodule.Conditionscanbe
definedbasedonafieldthat:changestoorfromaspecificvaluechangestoanyvalueor
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containsaspecificvalue.Afourthconditioncanbethatamodulechangesandafieldinarelated
modulecontainsaspecificvalue.
Alertsand/orActionscanresultfromanyoftheWorkflowConditions.PossibleActionsare:
updatefieldsinthemoduleupdatefieldsinarelatedmodulecreatearecordinanassociated
moduleandcreatearecordassociatedwithamodulethatsrelatedtothetargetmodule.
Reporting&Dashboards
Salesforce
Salesforcehasadraganddropreportwriterthatallowsuserstocreatereportsintabular,
summaryormatrixformat.Fieldsfromareportsobjects,asdefinedbyaReportType,canbe
clickedanddraggedbyausertoaddcolumnsandtocreategroupings.
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Reportscanhaveassociatedcharts.TheChartEditorallowsfordefiningacharttypeandchart
datapoints.
EnterpriseEditionandhigherincludeCustomReportTypes,whichallowanadministratorto
definewhichobjectstodisplaytouserswhentheycreatereportsandtoalsodefinerelationships
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amongthesedisplayedobjectsforcrossobjectreporting.Uptofourobjectscanbeassociated
withaCustomReportType.
InEnterpriseEditionandhigher,reportscanbeautomaticallydeliveredviaemailonascheduled
basistolicensedSalesforceusers.Reportdataappearswithinthebodyofanemailas
formattedtext.
TheProfessionalEditionandhigherincludesCustomizableDashboards.Multiplecollectionsof
reportbasedchartscanbearrangedonatabasdifferentDashboards.Salesforcehasadefault
AdoptionDashboardwhichprovidesinformationaboutwhatextentdifferentusersareusingthe
application.
Alsointhereportingcategory,SalesforcehasForecastingfunctionality.Quotascanbesetper
salesperson,andthenOpportunityforecastcategoriescanbecorrelatedwithquotas,bytime
period.
Sugar
SugarallowsuserstocreatereportswithaReportWizard.Anewreportcanbecreatedfrom
scratchoranexistingreportcanbesavedasanewreportandthenmodified.Therearefour
availablereporttypes.
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Whencreatingareport,thewizardprogressesthrough:selectamoduledefinefiltersdefine
criteriatogroupbychoosedisplaysummariesandselectchartoptions.
Achartcanbeaddedtoareport.Fivecharttypesareavailableforreports:horizontalbar
verticalbarpiefunnelandline.Chartscanbedisplayedbelowareportandchartscanalsobe
addedtothelayoutonaHomePage.
EmailIntegration
Salesforce
SalesforceprovidesafreepluginforMicrosoftOutlookcalledSalesforceforOutlook.Outlook
2013,2010,and2007aresupported.SupportedMicrosoftWindowsversionsareWindows8,
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Windows7(64bitand32bit),WindowsVista(32bitonly)andWindowsXP(32bitonly).
MicrosoftExchangeOnlineorMicrosoftExchangeServerisrequiredonthebackend.
SalesforceforOutlookincludestheSalesforceSidePanelforOutlook,whichdisplaysLeadand
ContactdetailsinsideofOutlook.
SalesforcealsoprovidesaformofuniversalemailintegrationcalledEmailtoSalesforce.Each
orghasitsowndefinedEmailtoSalesforceaddress,which,whenBCCdonsendsoron
forwardsofinboundemail,willautomaticallyassociatesent/receivedemailswithLeador
ContactrecordsinSalesforcethathaveamatchingemailaddress.
SalesforceleveragesEmailtoSalesforceforitsemailintegrationwithGoogleAppsfor
Business.WhenanorgisenabledforGoogleApps,clickingtheemailaddressinarecordwill
launchaGmailsenddialog.
ThereisaalsoathirdpartyintegrationforGmailcalledCirrusInsight.
Sugar
SugarCRMprovidesadownloadableSugarPlugInforOutlook.ThereisalsoaSugarPlugInfor
LotusNotes.
Sugaralsohasitsownemailclientsothatemailscanbesent/receivedandarchivedwithin
Sugar.
SugarEmailArchivingallowsforattachingemailstorecordsbyblindcarboncopyingaSugar
emailarchivingaddressonsendsorbyforwardinganinboundemailtoaSugaremailarchive
addressfromanyemailclient.
ThereisathirdpartyintegrationappforGmailcalledCollabspot.
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EmailMerge
Salesforce
Salesforceallowsadministratorsanduserstocreateemailtemplates.Templatescanbetext,
HTML,ortheycanbedefinedusingSalesforcesVisualforcemarkuplanguage.Atemplatecan
beusedtosendasingleemailtoaLeadoraContact.Aviewcanbeusedtosendtomultiple
recipients.EmailmergesareserversidetheyareprocessedandsentfromSalesforce
servers.SalesforcealsooffersemailtrackingforHTMLemailsandwilltrackeachopenbythe
recipient.
Thereisadailymassemaillimitof1,000.Thereisalsoapersendlimitof250for
ProfessionalEditionand500forEnterpriseEdition.
Sugar
Sugaruserscancreateemailtemplatesand,throughtheuseofCampaigns,sendanemailtoa
groupofContacts.
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OfficeSuitesIntegration
Salesforce
SalesforcehasaddinsforMicrosoftExcelandMicrosoftWordthatarepackagedasConnect
forOffice.TheExceladdinallowsforconnectingtoSalesforcedata.ExcelsVLOOKUP
functioncanbeusedtocombinedatasets.Pivottablesandchartscanbeusedforreporting.
ConnectforOfficeiscurrentlycompatiblewithMicrosoftWindows2000,XP,orVista.Itrequires
MicrosoftOffice2000,XP(2002),2003,or2007.
ExtendedMailMergeisavailableonrequestfromsalesforce.com.ExtendedMailMergeisa
serversidemergethatsupportsupto1,000recordspermergeandworkswithFirefoxand
AppleMacOSinadditiontoMicrosoftWindowsandIE.
Inaddition,thereisapopularthirdpartyappforSalesforceisamergetoolcalledConga
Composer.
SalesforcealsoallowsforlinkingexistingGoogleDocstorecordsandcreatingnewGoogle
Docs.
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Sugar
SugarProfessionalandSugarEnterpriseincludepluginsforWordandExcel.TheWordplugin
allowsformailmergetemplatecreationwithinSugar.
ThereisathirdpartySugarExchangeappforintegrationwithGoogleAppsCalendar,Contacts
andDocs.
DataImportandIntegration
Salesforce
SalesforcehasawizardforimportingrecordsintotheLeadobject.Italsohasawizardfor
importingrecordsasAccountsandContactsasasingleoperation.
IntheSalesforceEnterpriseandUnlimitedEditions,anapplicationcalledtheDataLoadercanbe
usedforimportingdataintoanySalesforceobject.TheDataLoaderhasagraphicaluser
interface,butcanalsoberunincommandlinemode.Commandlinemodesupportsusing
relationaldatabasesassourcesandtargets,whichmeansthattheDataLoadercanalsobe
usedforintegrations.
TherearethirdpartyproductssuchasJitterbitformigratingdatatoSalesforceandfor
integratingdatawithSalesforce.Thirdpartyserviceprovidersarealsoavailablefordata
migrationandintegration.
Sugar
SugarallowsforimportingLeads,Accounts,Contacts,OpportunitiesandCasesinseveral
differentformats.
Thereareahostofthirdpartyproductsandserviceprovidersavailableforperformingdata
migrationandintegration.
WebLeadCapture
Salesforce
InSalesforce,awizardallowsanadministratortogenerateWebformHTMLbasedonselected
Leadfields.ThisHTMLcanbeaddedtoanyWebsite.
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Sugar
WithinCampaigns,aLeadFormWizardallowsforgeneratingleadformHTML.Aleadform
mustbelinkedtoaCampaign.
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EmailMarketingandMarketingAutomation
Salesforce
WiththeacquisitionofExactTarget,whichitselfhadpreviouslyacquiredPardot,salesforce.com
nowoffersbothemailmarketingandmarketingautomationsolutionsaspartofitsproductfamily.
TheExactTarget,BuddyMedia,andRadian6acquisitionshavebeenblendedintothe
ExactTargetMarketingCloud.
Sugar
SugarCRMdoesnotownamarketingautomationtool.However,NetResultscanbefully
integratedwithSugar.INBOX25isanemailmarketingandmarketingautomationtooldesigned
forSugar.
CustomerService
Salesforce
Salesforce.comoffersCasemanagementinitsstandardSalesCloudintheProfessionalEdition
andhigher.FeaturesincludeWebtoCase,EmailtoCaseandaSelfServicePortal.
WiththeSpring13release,CommunitieswasaddedtoSalesforce,whichsalesforce.com
offersforitsownSalesforceSuccessCommunitysite.Thereisanadditionalcostfor
Communities.
SinceSalesforcehasbuiltinemailservices,threadedemailcommunicationsbetweenaCase
ownerandacustomer,withinaCase,canbesetupwithoutanyexternalcomponents.
Salesforce.comoffersenhancedcustomerservicefunctionalityaspartoftheServiceCloud.
TheServiceCloudisamoreexpensiveuserlicense($135peruserpermonthfortheEnterprise
Edition)thataddsanumberofcomponents,includingserviceconsoleview,Webchat,
SalesforceCommunities,knowledgebase,socialcustomerservice,andservicecontracts&
entitlements(SLAs).
Sugar
CaseManagementisavailableinallSugareditions.Userscanviewcustomerservicehistory
(includingcustomerrequestsandresponses)andexaminecasemanagementmetricsabout
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howcaseshavebeenmanaged.
SugarEnterpriseandSugarUltimateeditionsincludetheCustomerSelfServicePortal.
EnterpriseSocialNetworking
Salesforce
SalesforcesEnterpriseSocialNetworking(ESN)platformiscalledChatter.LicensedSalesforce
usersareautomaticallyChatterusers,eachorgalsocomeswith5,000ChatterFreeusers(for
internalusers)and50ChatterExternalusers.
FilesandlinkscanbeassociatedwithChatterposts.Chatterfeedscanbeenabledforany
object.Upto20fieldsperobjectcanbetracked.Whenafieldistracked,changestothatfield
updatetheChatterfeedforthatobject.
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EachusercanselectfromavarietyofChatteremailnotificationoptions,basedontheirpersonal
preferences.
SalesforceallowsforthecreationofChatterGroups.IfaGroupismadeprivate,peopleoutside
theorganization,suchascustomers,canbeinvitedtotheGroupandcanloginusingaChatter
Externaluserlicense.
SalesforceoffersbothdesktopandmobileChatterclients.
Sugar
SugarsESNtooliscalledActivityStream.Userscancommunicatewithoneanotheronissues
thatrelatetospecificrecords.Recordchangescanbelogged.
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SocialMediaIntegration
Salesforce
SalesforcehasafeaturecalledSocialAccountsandContactswhichallowsausertoview
recentTwitteractivityforaContactoraLead.TheLinkedInintegrationwillpullinthepersons
picturefromLinkedInandalsodisplaythepersonstitle.LinkedInprovidesasubscriptionfora
morecomprehensiveintegration.
TheFacebookintegrationdisplaysthepersonsFacebookpictureandincludesalinktothe
personsfullprofileorPage.
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TheServiceCloudallowallowsformonitoringsocialmediaplatformssuchasTwitterfor
customerissues.
Sugar
SugarallowsdisplayingaContactsoranAccountsTwitterfeedinaDashlet.ClickingReplywill
launchTwittersnativeReplytoaTweetscreeninanewtab.
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OnlineHelp&Training
Salesforce
Salesforce.comprovidesHelp&Trainingaspartofitscustomersuccesscommunity.The
successsiteincludesasearchableknowledgebase,FAQs,documentation,videos,anIdeas
exchange,Answers,andotherresources.
Salesforcealsopublishesacatalogofvirtualandlivetrainingcourses.
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Sugar
FromtheHelplink,userscannavigatetoonline,indexeddocumentation.
SugarhasasupportpageontheirwebsitethatincludesaknowledgebaseofFAQs,anonline
library,webinars,notes,guides,podcasts,andforums.Userscanalsoregisterforlivetraining
sessionsintheirarea.
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UserConferences
Salesforce
Salesforce.comsannualDreamforceuserconferenceisheldinSanFranciscoinNovember.
Sugar
SugarCRMsannualconferenceiscalledSugarConandisheldinSanFranciscointhespring.
ThisconferenceisforSugarCRMcustomers,prospects,developers,communitymembers,and
partners.
LegalNotices
Sugar,SugarProfessional,SugarEnterprise,SugarUltimate,SugarForge.org,SugarExchange,
SugarMobile,SugarMobileBrowser,SugarMobilePlusareregisteredtrademarksof
SugarCRM,Inc.
Salesforce,Salesforce1,Force.com,Chatter,Apex,Visualforceandsalesforce.comare
registeredtrademarksofsalesforce.com,inc.
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