Oracle Database vs. Oracle Service

We migrated from NoSQL to an Oracle database. One of the reasons was robust backup and recovery options available in the Oracle database, which provide zero data loss. A transactional database like Oracle is a better fit for our use case than NoSQL. On a large scale, deployment was evaluated as a cheaper option than the NoSQL engine. This conclusion came even after considering Oracle license is expensive.

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Oracle Right (Oracle Service Cloud) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel).

Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool.

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• Supports most of the Operating Systems like Unix, Linux and Windows Server.
• It works well in high load environment under intense parallel transactions setup.
• Highly reliable DBMS, especially RAC is very much reliable.
• Well managed and predictable release of security patches.
• We have highly scaled it from on-prem to a cloud cluster environment for our product.
• One of the best-performing DBMSs on Linux machines under test delivers high throughput (QPS).

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• We can access the best-in-class features for cross-channel contact center management amd field service management.
• It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
• Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.

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• The memory demand and management makes it impossible to run it in a container.
• It is hard to perform local unit testing with Oracle even using the personal edition (aggressive all the available memory grab for itself).
• Lack of built in database migrations (e.g. as Flyway).
• The need to install the Oracle client in addition to its drivers.
• The cost of running it, especially in the Cloud.
• Comes with very spartan community grade client/management tools whereas the commercial offerings tend to demand a premium price.

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• Oracle Service Cloud needs a better built in integration with Oracle Social Cloud or it needs to build in more Social network capabilities.
• SMS is handle via a third party application but could be built in as part of the product.
• The knowledge foundation product needs a better way to handle multiple languages. Currently you have to purchase an additional interface for each language. You can purchase the more expensive Knowledge Advance which does have a better language feature.

There is a lot of sunk cost in a product like Oracle 12c. It is doing a great job, it would not provide us much benefit to switch to another product even if it did the same thing due to the work involved in making such a switch. It would not be cost effective.

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Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.

Many of the powerful options can be auto-configured but there are still many things to take into account at the moment of installing and configuring an Oracle Database, compared with SQL Server or other databases. At the same time, that extra complexity allows for detailed configuration and guarantees performance, scalability, availability and security.

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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.

We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.

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We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.

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1. I have very good experience with Oracle Database support team. Oracle support team has pool of talented Oracle Analyst resources in different regions. To name a few regions - EMEA, Asia, USA(EST, MST, PST), Australia. Their support staffs are very supportive, well trained, and customer focused. Whenever I open Oracle Sev1 SR(service request), I always get prompt update on my case timely. 2. Oracle has zoom call and chat session option linked to Oracle SR. Whenever you are in Oracle portal - you can chat with the Oracle Analyst who is working on your case. You can request for Oracle zoom call thru which you can share the your problem server screen in no time. This is very nice as it saves lot of time and energy in case you have to follow up with oracle support for your case. 3.Oracle has excellent knowledge base in which all the customer databases critical problems and their solutions are well documented. It is very easy to follow without consulting to support team at first.

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Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job

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Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.

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Overall the implementation went very well and after that everything came out as expected - in terms of performance and scalability. People should always install and upgrade a stable version for production with the latest patch set updates, test properly as much as possible, and should have a backup plan if anything unexpected happens

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

Because of a rich user base and support for any critical issue, this is one of the best options to choose. In case the project has a TCO issue, it can compromise and choose Postgres as the best alternative. SQL server is also good and easy to code and maintain but performance is not as good as the Oracle

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TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.

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We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.

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• Multiple applications can use the same database and still get high performance
• Licensing cost is still a concern compared to the other options available in the market that are very very inexpensive
• Almost a maintenance free database
• Oracle Grid makes life easy in terms of monitoring and managing the databases

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• Since its, it has significantly reduced our training time of new agents. What used to take 6 weeks in the class room, went to 4 weeks.
• Service Cloud allows us to easily gather data to report to the other departments quickly.

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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. TR verified that a representative sample of customers was invited. More Info