Sugar Serve Reviews & Product Details

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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

Sugar Serve delivers a complete solution for customer support teams, with robust tools for case management, SLA tracking, reporting, and self-service. Designed for scalability, integration, and efficiency, it’s an ideal choice for businesses aiming to improve response times, increase customer satisfaction, and streamline support operations. With Sugar Serve, companies gain the flexibility and insights needed to create consistently excellent customer experiences. Review collected by and hosted on G2.com.

Lack of UI customisation e.g. colours and branding Review collected by and hosted on 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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

mainly this software best part is customer interactions, service level agreements etc. Review collected by and hosted on G2.com.

in my perspective, steep learning curve and high price are the factors, i disliked. Review collected by and hosted on 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 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 efficencies. 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 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. 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.