Sugar Serve Reviews & Product Details

Sugar Serve is a very effective tool, with capabilities to store and manage data in a very effective manner.

Being an Admin for the platform within my company it is important that the features are easy enough to use, that the users within the business engage with the platform.

Sugar Serve is also easy to integrate with other softwares to enhance a full experience Review collected by and hosted on G2.com.

There is nothing that I have come accross that I would say that I dislike, any issues I have encountered have been able to be solved. Review collected by and hosted on G2.com.

The use of colors in the interface is good Review collected by and hosted on G2.com.

It is not intuitive to move in the configuration options Review collected by and hosted on G2.com.

Scalable system. Easy to manage

Admin/DEV guide is very good

Good product support Review collected by and hosted on G2.com.

I don't have anything to write negative about this product at the moment. Review collected by and hosted on G2.com.

The best feature is probably that tickets are seamlessly integrated with our CRM data which is where we manage our sales and operations, however the actual ticket management functionality is very good as well. Review collected by and hosted on G2.com.

We have not run into any major downsides yet, as everything has been very easy to customize to our needs. Review collected by and hosted on G2.com.

The ability to scale, customise, configure all aspects of the business while implementing processes and efficiencies. Review collected by and hosted on G2.com.

License costs are too high and this will be a big decision regarding the renewal Review collected by and hosted on G2.com.

The reporting capabilities are helpful. It is easy for me to create a report that extracts data from our Knowledge Base. Also the ability to create dashboards is intuitive. Review collected by and hosted on G2.com.

As someone that manages our Knowledge Centered Service program, the Knowledge Base management aspect of Serve seems lacking. Search functionality is our biggest hurdle with the Knowledge Base. Reps can struggle to find the correct article to attach to a case which can affect their KPIs and goals. Currently, search only looks at the Title of the article and the Applies To section and is very keyword specific. I wish that it had functionality to search the entire article, body included, similar to Google.

The integration of knowledge base works okay. We have implemented some features, such as an Article Preview, that still does not work properly. Review collected by and hosted on G2.com.

The ease of handling confidential information Review collected by and hosted on G2.com.

It is not customer-friendly. It is not easy to identify where to charge. The look and feel can be improved. Review collected by and hosted on G2.com.

Accessibility and it's easy to use and manage your book of business. Also allows you a better way of keeping track of your interactions. N/A Review collected by and hosted on G2.com.

So far my experience has been great, I had not experienced any issues. Review collected by and hosted on G2.com.

Seamless integration with Sell/Market. If you're already in on one of those products and need CS ticketing, this is an easy win! Review collected by and hosted on G2.com.

I suppose if you're not already invested in the Sugar eco there's not as much interest. Review collected by and hosted on G2.com.

I have a great oversight of everything that is going on. I can identify poor performers and easily report on them. It is very user friendly and easy to change. Review collected by and hosted on G2.com.

When I need help it is confusing because they have so many products and many times I end up looking at help items for their different services. Review collected by and hosted on G2.com.