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AI

Overview

SugarAI brings artificial intelligence directly into your CRM through three complementary experiences:

  • Sugar Cube is a conversational AI experience that provides a wholly new way for sellers to engage with their CRM — exploring data, preparing for meetings, and accessing guidance without navigating through menus or building manual reports.
  • Smart Prompts proactively surface timely insights on your dashboard, helping you identify important information before you need to ask.
  • AI Summaries are concise and actionable summaries for your Accounts, Opportunities, and Cases.

All experiences respect existing SugarAI user-level permissions, allowing administrators to control which data is available to end users.

Sugar Cube

Sugar Cube is a conversational AI experience that lets sellers, managers, and sales leaders use natural language to ask questions about any data in their CRM, their organization's own policies, and SugarAI product documentation. Click the collapsible pill on any screen to open the chat window.

Sugar Cube is included with Sugar Sell Advanced+, Advanced Precision+, Premier+, and Premier Precision+, and is only available for instances hosted on SugarCloud.

  • Capability summary: Ask "What can you do for me?" for a high-level summary of everything Sugar Cube can do, with suggested requests for each capability.
  • How-to information: Get guide-like, step-by-step answers to "how do I…" questions, drawn from the Sugar Support site, matched to your license and version, and linked back to the source documentation.
  • Prioritize tasks: Ask what to focus on and receive an ordered, explained list of your most urgent and high-impact work based on due dates, expected close dates, and past-due items, along with priority tips.
  • Stay on top of your deals: Get real-time visibility into opportunity activity, status, and expected close dates, with contextual recommendations on how to move each deal forward.
  • Summarize your accomplishments: Generate a consolidated summary of your completed work, including closed-won opportunities, completed tasks, and held meetings and calls, for reviews or reporting, with clickable links to the underlying records.
  • Explore your data: Surface records across any module using natural language (e.g. "show me deals worth over $50,000") without building manual filters or reports, then drill deeper with follow-up questions.
  • Customer context: Ground answers in your organization's Knowledge Base. Articles marked “Available to Sugar Cube” are included, regardless of publication status. Sugar Cube respects user permissions and roles, so users only see answers drawn from Knowledge Base content they are authorized to access.
  • Prepare for meetings & follow up: Produce a focused meeting brief (executive summary, meeting goal, topics to cover, plus Pro Tips), review recent opportunities, cases, and last-conversation recaps, and afterward generate summaries or draft follow-up emails.
  • AI Analytics: Create reports and dashboard charts just by asking in natural language, refine them through follow-up messages, and save them to a dashboard for future reference.
  • Chat interface: Learn the collapsible pill, the conversational chat window, chat history, and in-chat actions such as copy, export to PDF, and stop response.
  • Providing feedback: Rate any response with thumbs-up or thumbs-down and add comments to help improve Sugar Cube.

Smart Prompts

Smart Prompts are AI-generated insights that appear at the top of your home dashboard. Instead of waiting for you to ask, they analyze your CRM records every 24 hours and surface timely recommendations as cards. Click a card to open the full response in Sugar Cube and continue the conversation. Available on any home dashboard for users with AI permissions enabled by their administrator.

Smart Prompts are included with Sugar Sell Advanced+, Advanced Precision+, Premier+, and Premier Precision+.

  • Momentum Risk: Flags open opportunities losing forward momentum based on time in the current stage, how recently the stage changed, and how long since the last completed activity.
  • Engagement Risk: Identifies your accounts showing signs of disengaging, where outreach is going unanswered and interaction frequency has dropped below the account's normal baseline.
  • Increased Engagement: The counterpart to Engagement Risk; surfaces accounts where engagement is building (faster responses, more frequent contact), prioritizing accounts marked Strategic.
  • Executive Sponsorship Needed: Highlights late-stage deals nearing their close date with no recent executive-level interaction (CEO, CFO, COO, CRO, or VP).
  • Overdue Activities: Surfaces past-due activities (Planned, Scheduled, or Not Started) tied to your open opportunities, prioritized by how overdue they are and how soon the deal is expected to close.
  • Support Case Risk: Flags accounts that have both open opportunities and unresolved support cases that may be putting those deals at risk. Requires the Cases module (Sugar Serve).
  • Enabling & disabling Smart Prompts: Turn Smart Prompts on or off for any dashboard from the gear icon via the "Include Smart Prompts" checkbox. On by default for several out-of-the-box dashboards; off by default on pre-existing ones.
  • Providing feedback: Rate any prompt response with thumbs-up or thumbs-down and add comments to help improve Smart Prompts.

AI Summaries

AI Summaries are concise, actionable summaries shown in the AI Summary dashlet on your Account, Opportunity, and Case records. They analyze record fields and related activity so you can quickly see key information, risks, and recommended next steps.

AI Summaries are included with Sugar Sell Advanced+, Advanced Precision+, Premier+, and Premier Precision+.

  • Account health at a glance: See growth opportunities, customer sentiment, risks, and customer goals in one view, so you can prioritize accounts and prepare for conversations faster.
  • Deal intelligence: Know who’s involved in each opportunity, which way the deal is likely to go, what’s getting in the way, and which competitors are in play, so you can focus on what moves it forward.
  • Faster case resolution: Get the key people, steps already taken, blockers, and customer sentiment for each case. Agents can pick up context instantly and resolve issues sooner.
  • Recommended next steps: Get suggested actions with one-click creation of an email, call, meeting, note, or task, with useful details already filled in.
  • Follow-up and relationship insights: See which meetings, calls, and emails still need a follow-up, and which contacts are most engaged with each account.