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Provide Outstanding Support with Sugar Serve

by Roxana Rangu on August 13, 2020

3 minute read

In this webinar, we showcased Sugar Serve’s customer support platform that has everything you need to create outstanding customer experiences, from easy at-a-glance dashboards to robust self-service portals.

Thank you to everyone who participated in this meeting! Below is the video recording of the meeting, general notes as well as the questions & answers.

If you have questions about Sugar Serve, please feel free to contact us.

Introducing Sugar Serve

Sugar Serve is an innovative customer service center platform for multichannel case management and customer self-service. With Serve, companies can:

  • Reduce service costs and improve service agent efficiency
  • Deflect cases through self-service
  • Increase customer satisfaction and loyalty
  • Increase revenue
  • Measure service performance

Provide Outstanding Support with Sugar Serve

Provide Outstanding Support with Sugar Serve Q&A

Is the Service Console a custom created view?

The Service Console is included with Sugar Serve out-of-the-box.

How does the client portal view look and how customizable is it?

Once a customer logs in, they immediately have access to their Cases, both Open and Closed, Bugs, and to the Knowledge Base, as you can see below:

SugarCRM Sugar Serve includes a customizable Support Portal where customers can create cases, check on bug progress and read Knowledge Base articles.

The Support Portal can be customized through Sugar’s settings and via code and it can be themed to match your corporate brand. SugarCRM is also working at extending the configurability of the Portal to include custom modules from your Sugar instance.

Is there a way to add access to other modules in the Customer Portal?

Yes, that will be coming in the next Sugar release. Meanwhile, we can help you customize the Portal - just leave us a message here and we will work with you to find a solution for you.