Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Sugar Serve
Score9 out of 10
N/A
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.
N/A
Pricing
Microsoft Dynamics 365 Customer Service
Sugar Serve
Editions & Modules
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Dynamics 365 Customer Service Enterprise
$105
per month per user
Dynamics 365 Customer Service Premium
$195
per month per user
No answers on this topic
Offerings
Pricing Offerings
Microsoft Dynamics 365 Customer Service
Sugar Serve
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
—
More Pricing Information
Features
Microsoft Dynamics 365 Customer Service
Sugar Serve
Incident and problem management
Comparison of Incident and problem management features of Microsoft Dynamics 365 Customer Service and Sugar Serve
Feature
Microsoft Dynamics 365 Customer Service
7.4
3 Ratings
10% below category average
Sugar Serve
8.9
2 Ratings
8% above category average
Organize and prioritize service tickets
9.03 Ratings
8.52 Ratings
Expert directory
1.33 Ratings
9.02 Ratings
Subscription-based notifications
7.02 Ratings
9.52 Ratings
ITSM collaboration and documentation
6.83 Ratings
8.52 Ratings
Ticket creation and submission
10.03 Ratings
9.02 Ratings
Ticket response
10.03 Ratings
9.02 Ratings
Self Help Community
Comparison of Self Help Community features of Microsoft Dynamics 365 Customer Service and Sugar Serve
Feature
Microsoft Dynamics 365 Customer Service
4.5
3 Ratings
56% below category average
Sugar Serve
8.8
2 Ratings
9% above category average
External knowledge base
4.93 Ratings
9.02 Ratings
Internal knowledge base
4.23 Ratings
8.52 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Microsoft Dynamics 365 Customer Service and Sugar Serve
Suitable for ticketing that might also require routing to 'queues' and capturing communication timelines. Not as suitable for heavily credentials-management-type organizations or organizations that are not on the Microsoft stack. Also, not as suitable for organizations that have very high needs for knowledge base management or organizations that do not have resources or a partner to help extend the capabilities.
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 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
It's not as simple as some of the other offerings, but it is fairly intuitive. The design philosophy is a little more bloated, but it can be streamlined by customizing views and forms (pages) to be organized for end users. Once it is set up, though, assuming your UI choices and design are intuitive, it is simple for end users to use.
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
I have worked with Oracle CRM On Demand earlier, mainly for case management and basic customer support workflows. Oracle CRM was stable and worked fine for standard use cases, but customization was limited and changes usually required more effort and time. Integrations with other systems were also not very flexible. Microsoft Dynamics 365 Customer Service is much stronger in terms of flexibility and scalability. The biggest advantage is tight integration with the Microsoft ecosystem like Outlook, Teams, Power Automate, and Power Apps, which makes automation and productivity much better. Case management, SLAs, queues, and omnichannel features are more advanced and easier to configure.
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
