Sage CRM 2019 R2: What to expect

As I write this the QA team are just finishing their final checks of Sage CRM 2019 R2 and the new version will be released to the Sage OpCos on Friday 2nd August 2019.

The exact release date in your country will be determined by your local Sage team as the QA processes for the various integrations will need to be confirmed.

The product and development team in Dublin is working with a 3-year rolling roadmap for the product. This has set the development path until 2021 and beyond. Through the investment in the roadmap and this release, Sage is demonstrating a continued commitment to integrated CRM and how this enables the front office capabilities for accounting products within the Sage 200 franchise.

Each release has a different focus within the overall roadmap. Sage CRM 2019 R2 is focussed on changing the way that ISVs and partners can bring increased value to customers.

The most significant change introduced in Sage CRM 2019 R2 is the addition of a new REST API. That changes the game for Developers and anyone working to integrate Sage CRM with other web-based systems.

But before I write more about that I want to consider what else we can expect in Sage CRM 2019 R2.

There have been some important changes for customers like the added support for Exchange 2019 and Office 2019. This will affect Exchange and Outlook Integration, Mail Merge and Export to File.

The default Self Service Demo site that is an optional install has been updated to be fully responsive and there have been some enhancements to Self Service security.

Access to records stored in the library is now governed by security profiles. This means that system administrators can give separate rights to see documents recorded against companies, persons, opportunities. An administrator can now limit who sees sensitive documents like contracts even if the user can normally see and access the details held in the parental record. This is a pretty important feature for integrated systems and I will be writing about this again in a later article.

The mobile experience has been improved. It is now possible for service users working with the mobile theme to be able to make changes to cases and have those updates tracked in case progress table. This is good news for anyone wanting to be able to report on how service requests are being handled and progressed towards resolution.

In addition to these key enhancements, the Release Notes document over 28 issues addressed in Sage CRM 2019 R2. All these changes have been documented in the Help Center and will be supported by new training material added to the community and YouTube channel. This will be made available after the release of the product.


The API has been released as beta as we anticipate it being enhanced as Sage CRM is enhanced over the next few releases of the roadmap to allow it to work seamlessly with Sage Business Cloud products and other third-party solutions. The API will be the tool that the development team for Sage CRM uses when refreshing features in future releases.

There will be a whole new guide with the Help Center. (

This has full examples of how to create and format the requests covering all of the entities supported for this first version of the API.

Below is an example of the documentation explaining how to insert a new company with an associated person, address, phone and email information.

Over the next few weeks, we will be sharing articles and additional resources that will make sure that colleagues, partners and customers can get the best out of the system.