Sage CRM Upgrades

Sage routinely publishes upgrades for Sage CRM, some are major and some are minor.  Any of the individual upgrades include a combination of (a) feature enhancements, (b) bug fixes, and (c) infrastructure changes.  For the past 3 years, these releases have focused around re-vamping Sage CRM’s communications features and the user experience.

The current (latest) version of Sage CRM is known as version 2019R2.  It was released in September 2019. The next release of Sage CRM will be referred to as v2020R1.  For the past couple of years, Sage has moved to this naming convention but it was not always that way.  Below is a listing of the last several upgrades.  Clicking on any of the titles will bring up the release notes.



This release provides new features and enhancements to the following areas:

  • Enhancements to the Quick Find Feature
  • Improvements to the default web-self-service Portal
  • Territory security for Documents
  • Support for Office 2019


This release provides new features and enhancements to the following areas:

  • Calendar
  • Email and SMS
  • Groups
  • Quick Find

V2018 R3

2018R3 was released in North American in August 2018.

  • More enhancements to calendar functionality (lists, filtering (awesome))
  • More improvements to the Mail Chimp integration (again)
  • The Quick Find feature now allows you to search by phone numbers











V2018 R2

  • Features and functions related to getting email consent
  • Ability to mass delete data (documents and communications)
  • More related to Mail Chimp
  • Configuration options related to the Quick Find feature

v2018 R1

  • Many more improvements to the calendaring features:
    • Task Quick Complete – Allows you to complete a task with a single click. Completed tasks are automatically removed from the screen when filtering by ‘Pending’.
    • Drag and Drop Calendar Appointments – Appointments can be moved by dragging and dropping it to a new time in the Day, Week, Work Week and Month views.
    • Calendar Filter by Pending – User and Team Calendars now default to filter by pending in the Agenda and Task views area. Changes to filters persist for the duration of your Sage CRM session.
    • Quick Tasks Creation with Attached Documents – You can drag and drop files to the ‘Drop files here’ area in the Tasks view of the My CRM and Team CRM calendars to quickly create tasks with attachments.
  • Mapping feature

v2017 R3

  • HTML5 for rendering charts – no more Flash

v2017 R2

  • Can print calendar
  • Timeline view of group (team) calendar
  • If you send out emails from Sage, selecting recipients is better
  • Personal email signature by the user (under preferences)
  • System Health admin feature (Admin / System / System Health)
  • Updated MailChimp API (to be compatible with new MailChimp protocols)

The video below from Jeff Richard’s covers what was new with v2017 R1 and R2.  Note – this video is 20 minutes.

v2017 R1

  • Faster Load
  • Re-hauled calendar; more info displays, tasks separate from appts.
  • Quick Find Feature (this is really good)
  • Favorites option
  • Notifications display differently
  • Help files point to Sage CRM’s servers (so content is updated all the time)


  • Revamped interface (contemporary theme)
  • More dashboard and report features

Sage’s Policy related to Upgrades

If your organization is current with their Sage CRM support plan (either the subscription or via the annual renewal), then you are entitled to the latest versions of Sage CRM.  And Sage expects end-using companies to stay current(ish) with Sage CRM upgrades.  It is Sage’s policy to only support 1 major release back.  Example A: When Sage CRM v2018R1 was released, Sage stopped supporting v7.3.  Example B: When v2019R1 is released in fall 2018, Sage will no longer support version 2017R3 and below.

FAQs and Responses

What do you mean above by Sage not supporting older versions?:  This means, if you or I call into the Sage CRM support line with an issue related to an unsupported version, they can refuse assistance.  However, any media, KB Articles, Sage CRM community threads,. etc. will remain available.  And your Sage CRM service provider may be able to assist.  Different Sage CRM service providers have their own policies about what versions of Sage CRM they will still support.

How often should we apply upgrades?:  My hope is that clients upgrade every second year.  That doesn’t always happen but, that is my suggestion.  If companies get too far behind, it becomes harder to support their system as there can be conflicts with other software  (which is also always upgrading).  Moreover, if the objective of the CRM strategy is to make better use of the information that flows through your company, holding back on upgrades… ends up costing the client more than the expense of applying the upgrades.

Can our organization download and install these upgrades ourselves?:  In theory, you could, it is your software.  However, in practice, I have never seen a client deploy upgrades on their own successfully.  Sage CRM is very sophisticated software and certain aspects of Sage CRM (like upgrades) should be conducted only by technical specialists that work with Sage CRM every day.

What is involved in applying upgrades?:  It depends on several factors.  Typically take a copy of your CRM and apply the upgrades in a staging (test) environment before we upgrade your actual system.  Once the upgrades have been applied, we will schedule a training session to review the feature enhancements/advancements.