Oracle Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
156 Ratings
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.9 out of 101

Oracle Service Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow'>Customer Verified: Read more.</a>
Top Rated
156 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.1 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

Oracle Service Cloud

It's well suited for organizations where development resources may be little to non-existent. You can really do a lot with just a really good business analyst. Not appropriate for organizations that are not comfortable being in the cloud or have high data security policies. Implementing in a shared or semi-shared environment could cause you to not be able to take full advantage of the application.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.5
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
9.7
Oracle Service Cloud
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
8.0
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.0
Oracle Service Cloud
Expert directory
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.5
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
8.7
Ticket response
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.4

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Oracle Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.7
Oracle Service Cloud
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.7
Oracle Service Cloud

Change management

Agiloft Flexible Service Desk Suite
9.8
Oracle Service Cloud
Change requests repository
Agiloft Flexible Service Desk Suite
9.7
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
8.3
Internal knowledge base
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.5
Customer portal
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.5
IVR
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.1
Social integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
5.9
Email support
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.1
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.8

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.
Don Ruxton profile photo
  • Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.
  • Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.
  • Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.
No photo available

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • Knowledge Base archiving is needed.
  • Improved visuals for internal knowledgebase usage.
  • It seems to be intended for a more email based response team than ours is--I'd like it to be a little easier to adapt to contact centers that are more phone based.
Ashley Carleton Ulmer profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
You never know what the future may bring, but a of now we are eagerly developing our strategic model in collaboration with Agiloft and hope to implement their ITIL model in the near future.
Robert Kaplan profile photo
Oracle Service Cloud9.0
Based on 8 answers
Overall ease of use
Jeremy Pope 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
Unless your site is down, and the ticket is thus marked critical, it takes 24 WORKING hours to get an initial response, which equals 3 days. If I had a window of time to work on a configuration issue, it was frustrating to have to table my work for 3 or more days while waiting for a response. I had not expected the "24 hour" SLA to mean "24 working hours."Once we finally connected with RightNow staff, they were very knowledgeable
No photo available

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
No photo available

Alternatives Considered

We find Agiloft dramatically easier to customize than Salesforce, which we have found rather limiting and awkward. Plus Agiloft has a considerably lower price.
Max Henrion profile photo
Rasheed Ahamed profile photo

Return on Investment

  • Facilitated tracking of state-wide enterprise IT service desk data management
  • Has allowed us to maintain a small centralized service desk team to support our highly diverse environment
  • Allows us to centrally managed and track our customer service interface with customers to insure a high level of service.
No photo available
  • Customer service overview
  • Data warehousing
  • Adding extra platforms
Roel Timmermans 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