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. Clicking on any of the blue version release titles below will bring up the release notes (PDF).

The current (latest) version of Sage CRM is known as version 2020R1.  This was released in North America in February 2020. Version 2020R2 will be available in August 2020.

Table of Contents



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

  • TLS Security improvements – Sage CRM 2020 R2 has removed any dependency on TLS 1.1, instead moving to version TLS 1.2
  • Adoption of Modern Authentication – Sage CRM offers support for OAuth2 in this & future releases, ensuing readiness for market enforcement in mid-2021
  • Developer Licensing Improvements – This release includes a new SDK that relaxes the constraint of needing a special license to leverage the APIs when coding new features
  • Improvements in unique email enforcement – Users will now be able to create a Person, a Lead, and a Company record with the same email address, even when Detect duplicate emails is enabled


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

  • Mailchimp
  • Documents & Document Drop (now supports all browsers)
  • Email Templates
  • Support for new software

WARNING: With this version, Sage CRM has dropped support for SQL 2016.  


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

WARNING: As Sage CRM now supports Office 2019, Sage CRM has dropped support for Windows Server v2012 R2 and SQL 2014.  Here is a link to an expanded message about this topic.


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

  • Calendar
  • Email and SMS
  • Groups
  • Quick Find


WARNING: The v2018 series was very significant for Sage CRM.  However, with all the new feature enhancements came issues related to QuickFind, Dashboard, and MailMerge features. 

v2018R3 was released in North America 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


  • 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


IMPORTANT: Due to changing technologies in the fall of 2020, including the end of life for (1) Flash, (2) TLS 1.0 and 1.1, and (3) ActiveX you may face problems Sage CRM versions 2017 (and earlier). Companies with this version of CRM (or earlier) are strongly encouraged to upgrade to a more recent version.

  1. Adobe Flash reaches the end of life.  Adobe will stop distributing and updating Flash Player after 31 December 2020 (“EOL Date”).  Flash used to be used to draw the included in Sage CRM Reports and in the Interactive Dashboards until version Sage CRM 2017 R3 when it was replaced by the use of HTML 5.
  2. Following advice from the Internet Engineering Task Force (IETF) Apple, Google, Microsoft, and Mozilla all announced a unified plan to deprecate the use of TLS 1.0 and 1.1 in favor of TLS 1.2 and TLS 1.3.  TLS is the protocol designed to provide communications security over a computer network.  Sage CRM 2020 R1 is fully compliant with TLS 1.2 and patches are available for all versions of Sage CRM from 2018 R1 onwards.
  3. Active X applies to installing the default Outlook plugin (not Accelerator) and using the Document Drop feature.  More details can be found on this Sage blog post.
  4. Sage CRM 2017 R1, R2, R3 all reach the end of support on 30th September 2020.

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 v2020R1 was released, Sage stopped supporting v2018.


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?:  Our 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 we 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.

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