Reseñas y detalles del producto de Sugar Serve

I love how customizable Sugar Serve is. You can do almost anything with it, and building what you need is fairly straightforward. The "Smart Guides" are a favorite part - allows me to ensure my teams know the steps they need to take for any process I can think of. The ability to add fields, create dependent drop-downs, etc., means I can categorize incoming cases in whatever way I need to. The reporting tool is robust and quite user-friendly. Reseña recopilada por y alojada en G2.com.

You end up figuring out a lot of things by trial and error - despite having exhaustive documentation, it's not super readable or easy to search. Also, some things are just a little glitchy; I might be working on a case and go to save it (and I only have it open in one tab), and Sugar will say "Hey should we save your version, or Elisabeth's?" Um... I AM Elisabeth. Also, sometimes an error or success pop up will persist until you click it, instead of fading away - and other times, it will fade away. Reseña recopilada por y alojada en G2.com.

Sugar Serve ofrece una solución completa para equipos de soporte al cliente, con herramientas robustas para la gestión de casos, seguimiento de SLA, informes y autoservicio. Diseñado para escalabilidad, integración y eficiencia, es una opción ideal para empresas que buscan mejorar los tiempos de respuesta, aumentar la satisfacción del cliente y optimizar las operaciones de soporte. Con Sugar Serve, las empresas obtienen la flexibilidad y los conocimientos necesarios para crear experiencias de cliente consistentemente excelentes. Reseña recopilada por y alojada en G2.com.

Falta de personalización de la interfaz de usuario, por ejemplo, colores y marca. Reseña recopilada por y alojada en G2.com.

The user experience is consistent across the various modules, including anything that is customized. Users are able to utilize the system from their computer and mobile devices when they are on the road. They are also able to integrate the Outlook accounts for quick and easy archiving of emails from customers and distributors. Users are able to access the system daily, including weekends. Implementing Sugar, was assisted with the cloud team of Sugar to assist with implementing our environment based off of our business needs and use cases. Reseña recopilada por y alojada en G2.com.

The customer portal is limited in it's current capability. Would like to be able to leverage it as a customer support portal for both customers and distributors. Reseña recopilada por y alojada en G2.com.

mainly this software best part is customer interactions, service level agreements etc. Reseña recopilada por y alojada en G2.com.

in my perspective, steep learning curve and high price are the factors, i disliked. Reseña recopilada por y alojada en G2.com.

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 Reseña recopilada por y alojada en 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. Reseña recopilada por y alojada en G2.com.

El uso de colores en la interfaz es bueno. Reseña recopilada por y alojada en G2.com.

No es intuitivo moverse en las opciones de configuración. Reseña recopilada por y alojada en G2.com.

Sistema escalable. Fácil de gestionar

La guía de administración/desarrollo es muy buena

Buen soporte de producto Reseña recopilada por y alojada en G2.com.

No tengo nada negativo que escribir sobre este producto en este momento. Reseña recopilada por y alojada en G2.com.

La mejor característica es probablemente que los boletos están integrados sin problemas con nuestros datos de CRM, que es donde gestionamos nuestras ventas y operaciones, sin embargo, la funcionalidad de gestión de boletos en sí también es muy buena. Reseña recopilada por y alojada en G2.com.

No nos hemos encontrado con ningún inconveniente importante todavía, ya que todo ha sido muy fácil de personalizar según nuestras necesidades. Reseña recopilada por y alojada en G2.com.

La capacidad de escalar, personalizar, configurar todos los aspectos del negocio mientras se implementan procesos y eficiencias. Reseña recopilada por y alojada en G2.com.

Los costos de licencia son demasiado altos y esta será una gran decisión con respecto a la renovación. Reseña recopilada por y alojada en G2.com.

The reporting cabailities 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. Reseña recopilada por y alojada en 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. Reseña recopilada por y alojada en G2.com.