Oracle Service Cloud

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Top Rated
152 Ratings
15 Ratings
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Score 8.8 out of 101

Oracle Service Cloud

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Top Rated
152 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is most suited to meeting the needs of an organization that requires rapid and frequent process changes for critical processes, and values empowering the people who do the job to determine how best to automate it - essentially rapidly growing, democratic organization.It's hard to imagine an inappropriate scenario to use Agiloft, but one that comes to mind is organzations requiring a complete, finished, highly structured solution that they do not want to change over time. Agiloft is designed with the expectation that clients will adapt it to their needs so many functions are left undone, rather than throwing a "kitchen sink" at the customer and letting them choose what they need.The best way to work with Agiloft is to take the training class, then have a small success with a small team, involving the employees and first level management in the deployment. They'll tell everyone else how much they like it. This reduces the possibility of slow development cycles and an undue dependence on outside expertise, while maximizing the return on Agiloft's investment in easy customizability.
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Oracle Service Cloud

In a large company with multiple people that could potentially access any particular support case, Oracle Service Cloud provides the ability for these people to contribute to the notes, add case specifics through a variety of customizable data fields, assign cases to specific queues to ensure that the right people are notified on case progress and provide email and chat communications with the end user as needed.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
8.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
8.2
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Oracle Service Cloud
Expert directory
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.2
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.4
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.6
Ticket response
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.6

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Oracle Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Oracle Service Cloud
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud

Change management

Agiloft Flexible Service Desk Suite
9.8
Oracle Service Cloud
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud

Self Help Community

Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.2
External knowledge base
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.4
Internal knowledge base
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.9

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.4
Customer portal
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.7
IVR
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
6.5
Social integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
5.6
Email support
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.0

Pros

  • Fully GUI based interface that has drastically reduced the time to add new features/workflows.
  • The product was very easy to deploy and add features like Single-Sign On and user provisioning from our internal DataWarehouse. Again, vendor support was a big help while implementing those features.
  • The workflows include a very comprehensive rule-based system that can trigger various actions like escalations, emails, changes of request state and more. All without any coding. Again, fully GUI based.
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  • Case note tracking. For our products and customers, and the associated support issues we face, case notes are vital. Oracle Service Cloud centralizes everything in one place.
  • Online chat services. The ability to field multiple support cases simultaneously and integrate that into the database automatically is vital and streamlines that aspect of the support process.
  • Integration with our SAP RMA database which allows the entering of data into that system through the Oracle Service Cloud interface. This minimizes the need for multiple apps running to facilitate the combined tasks into one support software.
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Cons

  • The look and feel is behind the latest offerings from competitors which can make getting users to switch to Agiloft difficult. In particular, there are limitations on formatting, placement, and type of custom elements on pages, or even custom pages themselves that contain unstructured content (essentially a custom dashboard.) These limitations have in practice not yet kept us from getting what we wanted done with the product.
  • The flexibility of the product begs for more nearly-complete custom applications (customizations) that can be instantly deployed and then tweaked to meet our needs. Creating one is easy enough, but this would speed the process even more.
  • I wish there was more financial functionality. Everything we do ties to the money, and being able to manage the money from the same app (AR/billing is the most important to us) would help a great deal.
Eric Novikoff profile photo
  • The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available.
  • I can create custom fields to extend the out of the box tables, but my sizes are limited and I cannot create a hierarchy in the custom field like there are for out of the box fields.
  • The system is still trapped in a 2000s design and there's not a lot that you can do to make it look more modern. We have added images, color backgrounds, colored title bars, colored buttons, etc. but we are limited in what we can customize. For example, the button color, font, and font size can be changed, but not shape, drop shadow, highlight on click/hover, and other features that you would have access to if building a website with CSS.
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Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We haven't experienced any problems or deficiencies that would lead us to choose another tool for the applications we have already moved to Agiloft. We also plan to deploy Agiloft for new applications due to our increasing knowledge of what it can do and increasing acceptance among our staff.
Eric Novikoff profile photo
Oracle Service Cloud9.0
Based on 8 answers
It has its quirks, but works so well. Near-flawless uptime and scalability; thorough support; and extensive analytics. I'll be honest-- switching costs and historical reporting factor into why to keep a vendor rather than switch. But in the case of RightNow, I'm very happy with it and am not looking to switch. It's organized well and is a very thorough application. The company really takes interest in it clients, as well as in developing its product. But it really needs to address the lack of a WFM API!
Mig Ponce profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
Oracle Service Cloud8.0
Based on 3 answers
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Mig Ponce profile photo

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Oracle Service Cloud3.9
Based on 5 answers
Some of the more complicated inquiries can take some time; but in general, the support is very thorough. RightNow doesn't stop working on your issue until it's completely resolved. They have VERY extensive documentation for each version, as well as really thorough help documentation. REALLY thorough
Mig Ponce profile photo

Implementation

No score
No answers yet
No answers on this topic
Oracle Service Cloud9.0
Based on 3 answers
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
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Alternatives Considered

We were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
Lanetta Ashley profile photo
Rasheed Ahamed profile photo

Return on Investment

  • We are able to offer industry leading support and service SLAs to our clients because Agiloft can automate our support process, unlike other tools we have looked at.
  • We are able to automate our own sales process rather than follow a prewritten one, which promotes adoption of sales force automation. (Most sales departments are full of individual tools each person uses to get around the limitation of the company's provided tool!)
  • We are able to automate many processes we never thought we would be able to without custom coding. We're only starting to scratch the surface of what we think we can use Agiloft for.
Eric Novikoff profile photo
  • It is essential for our large-scale customer service operation. It scales well based on load.
  • Provides us with accurate metrics to measure employee productivity and customer satisfaction.
Mig Ponce profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Agiloft Flexible Service Desk Suite More Information

Oracle Service Cloud

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Oracle Service Cloud More Information