Sugar Serve Features
What are the features of Sugar Serve?
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Email to Case
Self-Service Experience
- Knowledge Base
- Searchable Articles
- Personalization
Self-Service Platform
- Branding
- Automation
- Integrations
Sugar Serve Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | Based on 12 Sugar Serve reviews. User Experience of creating and submitting a ticket | 86% (Based on 12 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response 12 reviewers of Sugar Serve have provided feedback on this feature. | 86% (Based on 12 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 12 Sugar Serve reviews. | 89% (Based on 12 reviews) | |
Automated Response | Respond to common requests with standard reply 12 reviewers of Sugar Serve have provided feedback on this feature. | 86% (Based on 12 reviews) | |
SLA Management | See feature definition | Based on 12 Sugar Serve reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 81% (Based on 12 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions This feature was mentioned in 12 Sugar Serve reviews. | 82% (Based on 12 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives 12 reviewers of Sugar Serve have provided feedback on this feature. | 89% (Based on 12 reviews) | |
Customer/Contact Database | Based on 11 Sugar Serve reviews. Central repository for account and contact information | 85% (Based on 11 reviews) |
Communication Channels
Customer Portal | Based on 10 Sugar Serve reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 78% (Based on 10 reviews) | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 11 reviewers of Sugar Serve have provided feedback on this feature. | 89% (Based on 11 reviews) | |
Live Chat Support | Based on 10 Sugar Serve reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 80% (Based on 10 reviews) | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 10 Sugar Serve reviews. | 77% (Based on 10 reviews) |
Self-Service Experience
Knowledge Base | Based on 13 Sugar Serve reviews. Provides a repository of information that can be used by those seeking support. | 86% (Based on 13 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 12 reviewers of Sugar Serve have provided feedback on this feature. | 86% (Based on 12 reviews) | |
Community Forums | Enables users to engage with other users to solve common issues. 10 reviewers of Sugar Serve have provided feedback on this feature. | 92% (Based on 10 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Based on 13 Sugar Serve reviews. Gives the user targeted, personalized results based on their activity or preferences | 83% (Based on 13 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 12 Sugar Serve reviews. | 86% (Based on 12 reviews) | |
Automation | As reported in 12 Sugar Serve reviews. Automates some or all operation related tasks | 86% (Based on 12 reviews) | |
Artificial Intelligence | Based on 11 Sugar Serve reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 79% (Based on 11 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 12 reviewers of Sugar Serve have provided feedback on this feature. | 85% (Based on 12 reviews) |
