Save Time in Sugar with Knowledge Base Customization

by Katie Liesmann on March 26, 2015

One of our customers approached us hoping for a way to create case documents more efficiently. They perform genetic testing to see if someone is susceptible to a condition. After each test, the company creates a multi-page report of any conditions that person could be susceptible to based on their test results. Our customer was managing thousands of standardized paragraphs and reports all within Google Docs. Their employees were spending time searching for standardized paragraphs relating to certain topics and looking through email to see which documents they still needed to approve or revise. This method was time consuming, manual and error-prone.

We knew we could customize Sugar to increase efficiency of document creation and keep incorrect documents from slipping through the cracks. Our engineers created two custom modules to solve the customer’s problem. The project enabled our customer to create reports within Sugar from text fragments that were readily available in a custom knowledge base. When a document is finalized, they can export it as a PDF. Here’s an example of what a PDF could look like:

The two custom modules we created are the document fragments and the master document modules. The fragment module is a searchable knowledge database of all the paragraphs that an employee at the company might need to use in a case report. Here is what a fragment looks like:

The fragments module was made searchable using tags on each fragment.

Employees can easily create new fragments and add them to cases in Sugar.

The master document is where all the fragments are tagged. This master document is on Alzheimer’s Disease, so every fragment underneath it is tagged with “Alzheimer”.

When a new project is beginning, the company creates a case. Within the case, an employee creates a report. They can add fragments to the report, edit the text, and reorder the fragments. Employees can also request approval for a document or have their managers review their case documents. All of the previous versions are stored as snapshots within Sugar. Here is where the report is created:

The search bar on the left side allows users to search for fragments and add them to the report. Then the text editor we created within Sugar allows them to make any necessary edits. These two custom modules allowed the company to stop using Google Docs and email to create case reports. They saved time by making the fragments searchable by tags.

What’s cool about this customization is that it would be easy to recreate it to work for other industries. Imagine a law firm using this concept to create legal documents and insert case terminology. Or reconfiguring the customization so a sales team could use it to create work orders. If you thought of a cool way this customization could apply to your company, contact us here for more information.

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PRODUCT: SugarCRM

AUDIENCES: End Users Administrators Business Manager Developers

Katie Liesmann
Marketing Manager at UpCurve Cloud
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