SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.
Software Engineer in Information Technology at Digi International (Information Technology & Services, 501-1000 employees)
Chose Sugar Serve
At the enterprise level it has facilitated our decision-making, as it allows us to visually capture the big picture and eliminates complicated management requirements. Sugar Serve ensures organizational integrity by allowing us to present it across multiple departments and work …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
Delivers good value for the price
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Happy with the feature set
No answers on this topic
Lived up to sales and marketing promises
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Implementation went as expected
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Features
Sugar Serve
Incident and problem management
Comparison of Incident and problem management features of Sugar Serve
Feature
Sugar Serve
8.9
2 Ratings
10% above category average
Organize and prioritize service tickets
8.52 Ratings
Expert directory
9.02 Ratings
Subscription-based notifications
9.52 Ratings
ITSM collaboration and documentation
8.52 Ratings
Ticket creation and submission
9.02 Ratings
Ticket response
9.02 Ratings
Self Help Community
Comparison of Self Help Community features of Sugar Serve
Feature
Sugar Serve
8.8
2 Ratings
11% above category average
External knowledge base
9.02 Ratings
Internal knowledge base
8.52 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Sugar Serve
The idea of Sugar Serve, is similar to SugarCRM, so I feel more comfortable implementing it, thanks to having used SugarCRM in the past. It allows us to change and adapt the design to be able to use it according to the needs of my department and according to the goals of our company. It is a great help to have the customization that Sugar Serve offers us. If we want to connect to an external service, we just contact our IT staff to develop a module that connects internally via API.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The contents managed by Excel are migrated so that employees can consult and update them at any time from the browser.
It is simple and versatile, so it can be used both by the work team and in all departments involved in the system, simplifying the management of processes, and collaboration and documentation
It allows us to check visually and comprehensively, the status of the company and each of its members in an easy-to-understand way. Which facilitates decision-making and help desk CRM integration
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
