Filter Ratings and Reviews
Filter 200 vetted Oracle CX Service (formerly Oracle Service Cloud) reviews and ratings
Reviews (1-25 of 71)
April 08, 2020
Moving from standard Oracle ERP to Oracle Service Cloud
We use Oracle Service Cloud for all of our customer interactions, field dispatch, and ordering. This allows our users to search quickly for information and gain valuable metric information via reporting. We also use the email functionality which is helpful for tracking interactions from start to finish.
- Searching
- Report customization
- Automation
- Better email (tech mail) customization options
- Better order management integration
- Different ways of associating contacts to multiple accounts
Yes - Oracle Cloud Connect allows me to gain user insight on how everyone else is using the product and help me determine new ways of using the product to gain valuable information. Other users share report information and ideas about how they make the product uxt work for their business.
- Partner-led
September 10, 2019
Oracle provides an efficient and productive Cloud Service
Oracle Service Cloud is the platform we use throughout the company to manage our information and content exchange services with suppliers and customers. Oracle Service Cloud drives collaborative work among employees without technical complications. It makes it possible to share dynamic content, in addition to having a social media call center. Intelligent interaction adapts very well to the dynamic and collaborative work of our department.
- It has an easy-to-use interface with very useful interaction channels, such as chat, social networks, communities, video chat, IoT, etc.
- It is very easy to customize and configure both the agent desktop and the client portal.
- Oracle Service Cloud has the ability to quickly create efficient workspaces and workflows.
- Email support is one of the strengths of this platform.
- It generates the possibility of communicating with the client across all possible channels.
- It provides live chat, which works efficiently to communicate quickly and without complications.
- Not all communication channels work as expected.
- Its cost must be evaluated in relation to the functions it offers.
- Lack of specific knowledge in the use of this service.
August 26, 2019
Oracle Service Cloud from Administrator's point of view
We use Oracle Service Cloud across the entire organization. We use it as a communication and knowledge platform for both internal and external customers.
- Easy integration with other products.
- Good access to documentation and support.
- Great customization possibilities.
- Workspace rules logging is lacking.
- It could use the availability of more fields in the Business Rules.
- Heavier reports tend to crash while loading, and often need to be run for shorter periods to get the data.
October 06, 2019
Powerful Tool for the Experienced!
Many of the teams in our organization are working together to manage our Oracle Service Cloud. Our marketing, sales, social media, and customer support teams are working together to achieve the highest engagement, consumption, and retention of our customers. Not only has Oracle Service Cloud benefitted the success of our company's brand, but it has also increased the harmony of our employees to work together.
- Powerful Offering of Tools - CX management should not be a headache, and Oracle Service Cloud delivers this.
- Cross-Channel engagement of customers - Oracle Service Cloud allows us to easily interact with customers across multiple channels of communication.
- Fresh looking UI - Unlike many of Oracle's other products, Oracle Service Cloud has a refreshed look that isn't boring or tiring to look at.
- Since Oracle Service Cloud offers a fine-grain control for all of its features, there is a harsh learning curve for new users.
- Buggy start-ups - It doesn't happen every single time, but there will be an occasional glitch which would result in Oracle Service Cloud not booting up properly.
- Absence of documentation - It is difficult for users to find demonstrations, explanations, and additional information for all of the features offered by Oracle Service Cloud.
- In-house
OSC is being used by our sales, marketing, and customer service teams. The platform is being utilized as a CRM system as well as a ticketing system for customer service. As we implement OCC and CPQ into our new e-commerce site OSC will act as a data storage for our contacts and organizations. Our goal is to have OSC be the main system for emails and customer communications as well as a large database with important current and potential customers going forward.
- Holds and organizes companies and contacts within those companies for our sales and marketing team to access and store.
- Has an easy-to-use ticketing system to make improvements and report errors.
- Has the ability to become our main source for customer emails and a knowledge database that our customer service reps can use while on the phone or assisting a customer in a chat online.
- It is very difficult to create new reports or change workspaces. When you log in, the interface looks very dated and many of our employees find it difficult and eventually stop using it altogether
- No mobile application for our sales team to use. Because of this, they do not enter the quality of notes that we would like. Our sales team then views entering all of their meetings notes once they get back to their computer as a hassle and some stop using it.
- The email campaign is complicated and slow. We have stopped using it all together because it is difficult to use and requires so much setup. We have now found a free email site we can use that saves us time and headaches.
It is used as a client portal to submit complains and questions. It supports self-service registration, knowledgebase, live chat, virtual assistance, feedback surveys, incident management. The UIs are responsive and mobile-friendly.
- UIs are responsive and mobile-friendly.
- The agent side is easy to understand and navigate.
- Building more OOTB functionalities that support other business needs around handling complains and incidents.
Yes - Siebel Hub
- In-house
March 22, 2019
Professional Integrators view of OSVC
While we implement Oracle Service Cloud we also use it for tracking opportunities, projects, support request, and website requests. We use the portal side of OSVC to display our company website, display knowledge about our company and accept request from customers. The whole organization is using the tool and it provides our overall CRM solution.
- Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
- Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
- Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
- Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
- 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.
Yes - I attend different user groups depending on the topics that need to be discussed. My main participation is on the Oracle Service Cloud community and I have been a community all star for the past three years.
February 21, 2019
Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core
TCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud Service +Big Data Analytics CS + CX Service -and- Field Service Cloud solutions) and other related opportunities at joint Mfg. and Energy Services clients.
- It does a great job capturing and managing the initial service call request.
- Also, it is great in its APIs and ability to connect with other Oracle Cloud solutions, as evidenced by the Oracle Cloud solutions which make up Digital Field Service or DFS.
- Compelling UI that is inviting and customers can intuitively use and embrace.
- Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
- Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
- Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Yes - I am a member of the Independent Oracle User Group.
TCS - as an SI but not a direct customer - participates in all of Oracle's Field Advisory Boards (or FABs) for cloud apps, including Oracle CX Service and Sales Clouds.
TCS - as an SI but not a direct customer - participates in all of Oracle's Field Advisory Boards (or FABs) for cloud apps, including Oracle CX Service and Sales Clouds.
OFSC will receive all demand for Service activities, another Oracle product. We will create the buckles according to the distribution of our technicians as well as their definition of capacity and ability. Field technicians will be using the Mobile version. We will not use the automatic version at this moment. In this way we will be able to know the actual use of our field teams and take actions to optimize their use, besides being able to follow in real time their location and activity that they are executing.
- Real-time monitoring of the field technician
- Activity distribution quickly and clearly by visualizing the dashboard
- Prevent the field technician from being late in the activity, the backoffice being able to perform the rescheduling or send another technician who has the same skill and equipment of the current one
- Being able to inventory on the client by identifying the items being installed, replaced, and / or removed
- Objectively schedule the technician's work day saving time and resources
- An activity can not be performed from one day to the next
- Tool update process is almost daily
March 25, 2019
Oracle Service Cloud quick review
Oracle Service Cloud is used by the customer support front end team. It enables us to have a holistic view of the customers contacting Support. It allows us to measure our KPIs and constantly improve ourselves. In addition, it alerts and forces the team leaders to follow the SLAs, push forward for faster TTR, measure NPS, etc.
- Holistic view of the customer - it shows IB data, integrated with the Sales Cloud, it also shows business context
- Measure and reports - SLAs, cases categories, TTR, NPS, self - service trends, etc.
- It is cloud based so easy to use from anywhere anytime
- Easier / smoother customizations whenever needed
- Faster response times
- Flexibility in cases numbering / naming
March 22, 2019
Oracle Service Cloud in Public Sector
Monad Solutions is an Oracle partner specializing in implementing OSvC and (OPA) Oracle Policy Automation in the large commercial and Public Sector spaces. One thing that is important to note is that the combined platform (Service Cloud, OPA, Knowledge, Chatbot etc) is an enterprise configurable system that can address multiple issues. Currently we support businesses that struggle in the following areas:
- Paper to Automated Forms
- Automated Processes and determination via CX support across all channels
- Determining eligibilty for multiple programs (taxes, health benefits, licensing, permitting ect)
- Highly configurable with multiple options (pre-built or platform based) for integrating with other systems and data sets
- Ability to get set-up and into production very quickly
- Excellent range of cloud security to meet the demands on any client
- Given the .net based database it would be very beneficial to have a pre-built connector to map in Oracle Database Schemas
- As a partner the OSvC demo environments could be more effecient
March 20, 2019
Dynamic and strong - needs expertise.
Oracle Service Cloud is being used on all operational departments for both customer communication on multiple channels and internal task management.
The system also handles the knowledge base:
-The end users are exposed to self service on our OSvC powered customer portal .
-Our agents are using an internal interface to follow our guides and get the correct answer for the customer.
The system also handles the knowledge base:
-The end users are exposed to self service on our OSvC powered customer portal .
-Our agents are using an internal interface to follow our guides and get the correct answer for the customer.
- Customization - super extensible and built for integration.
- Business Rules - very robust business rules module
- Reporting - a great analytics module
- Should improve the out of the box look and feel for the customer portal - this would make the platform relevant for small companies as well.
- The agent webui is not ready with the features that the .NET consoles already have for years.
- External widgets to embed outside of the customer portal are not the best on the market - but they are being improved
It is used in the customer service organization to manage the incoming requests from customers for price, availability etc. Workload balancing is a key problem addressed.
- Visibility to requests and history of providing a solution.
- Reporting to team management.
- Performance against KPIs.
- Better ability to address unique customer relationships, e.g., where an incoming incident is from an individual that represents multiple organizations.
- Integration with other Oracle products, e.g., JDE.
- Easier navigation of support documentation.
March 20, 2019
Overall great experience but reporting, versioning and multi-edit could be improved for KA
We have been using Knowledge Advanced to manage our knowledge base and we were using the Knowledge Foundation before. Things are going well so far but I wish we could have better reporting support like we have for the Foundation. Currently task related reporting is not there and also the multi-edit feature is missing as well. We were able make mass updates easily before but now we have to engage the Pega Bot for making mass updates for Business Approvers, SME and Review Dates.
- It has a good user interface and the navigation is great.
- Service cloud is stable and hardly crashes, mostly able to run large reports.
- The support is great when you need it.
- As mentioned before, the reporting needs to be available for everything that counts. We shouldn't have to go through the APIs.
- Multi-edit option is needed for Knowledge Advanced version because right now mass update is really a big problem.
- We need good task related reporting like we had for the Knowledge Foundation. Right now we have to go through the APIs.
It is being used as our whole business platform. We staff nurses, provide services at onsite flu vaccine clinics, ship, invoice and bill as well all out of Oracle Service Cloud.
- We are able to track our clinics, ship our products, track our shipments
- Staffing of the nurses is easily done out of Oracle Service Cloud
- Reporting for our clients is also easily done out of Oracle Service Cloud
- Sometimes the system is so robust it can cause a few issues for smaller companies
- When the system updated it changed many things in our platform that we had already fixed, which in turn caused many issues
We use Oracle Service Cloud as a case management solution across our organization.
- Business rule engine.
- Workspace rules.
- Staff account management.
- Reporting & analytics.
- User Interface.
- The overall performance of the application.
March 21, 2019
Oracle Service Cloud and myPers for USAF
HR transactions from hiring to retirement for Active, Reserve, Guard and Civilian Airman.
- Oracle Policy Automation deployment for self-service
- Support from the sustainment team.
- None that I am aware of.
Oracle Service Cloud is our CRM used by a significant portion of our organization. We are able to see all interactions with a customer in Oracle.
- One location for all customer interactions
- One place for email, chat, knowledgebase
- Robust with numerous ways to customize for branding
- Emerging technology integration to provide more API to link with CRM
February 19, 2019
Oracle Service Cloud is Great for Customer Service!
Oracle Service Cloud is only used by the customer service department. It is used so Academy Sports is available to talk with our customers in the manner they choose; email, phone, chat, or social. It allows the customer contact history to reside in one system so no matter who speaks to the customer next they will see how they have been helped.
- It can create bulk mailings when customers need to be reached in groups after purchasing the same product.
- Service Cloud can be scripted to respond to customers without any manual direction. For example, if asked where stores are located, the system can return the web page with that exact information.
- Reporting. The system comes with many canned reports but since the database architecture is not visible, it's difficult to decide how tables are related.
March 22, 2019
Excellent return for the investment
Our organization uses Oracle Service Cloud to manage and interact with our client data, manage transactions, and gather insight for our operations teams. The difference between OSC and our previous customer management tools has been night and day. Oracle Service Cloud allows for seamless customization, complex automation, and a simplified user experience -- all of which drastically improves our handle times, our accuracy, and our client satisfaction ratings.
- Complex automation allows users to spend their time on what matters
- Seamless integrations allow for a simplified single-session user experience
- Increased processing speeds and customizable UI creates a smooth and natural flow for users
- The email management functionality could use some attention; especially around managing replies from multiple parties
- There are a handful of limitations in terms of automation rules and UI workflows
March 20, 2019
If you are looking for a speedy way to maximize your connection with your customers, this is it.
Oracle Service Cloud is our current platform to receive incoming contacts from members of our community regarding ways to connect with City services. We take a variety of incoming "touch points" that are funneled through Oracle Service Cloud, from mobile apps, web widgets, phone calls, and Amazon Alexa. It is used cross departmentally. Oracle addresses the need to keep a record of all incidents in an easily accessible environment, especially one that supports different software programs and data mining needs.
- The ease of customization for our environment is very helpful.
- The layout for our basic users is easy to understand and the flow is logical.
- The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
- This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
- I found OPA challenging to use.
Currently, we are using Oracle Service Cloud for emails and chat routing. We also use it to support our customer facing FAQ knowledge base.
- Auto response to acknowledge receipt of email
- Ability to use standard text templates when formulating responses
- Ability to see entire email thread from same customer
- Ability to identify duplicate emails
- Ability to filter spam emails without business rules
- Ease and use of generating out of the box reports
We uses Oracle Service Cloud for handling customer service, meaning that all emails and calls are logged in Service Cloud.
- Great overview
- Works well with Oracle CC&B
- No great solution for handling CC recipients on the emails sent in to Service Cloud. You need a custom report in order to easily see if any recipients are CC'd.
- In-person training
- Self-taught
Yes - It went perfect
March 21, 2019
Oracle Service Cloud: It Sure Does Work
Our contact centre uses it to support our guests. For their ecommerce problems and retail experiences
- Customizeable. It will do whatever you need. Eventually.
- Consistent. Rarely down, when there is a problem it is rapidly and easily resolved.
- Established. There are a lot of other people taking advantage of it and a large group of customization/implementation partners.
- Our sales reps traditionally have not actually known much about the product and failed to provide much value beyond introducing us to implementation partners.
- It continues to be expensive while the basic features set does not improve regularly. Everything requires an additional license indefinitely.
- Oracle does not provode support for things that both sides would benefit from. Such as transitioning to the BUI
Oracle service cloud has been quite a difficult application to manage because it’s a thick client and struggles to keep up with our complexity and hardware issues, which should not be a problem for a “cloud” application. If it wants to compete with Salesforce and other CRMs it will need to improve its database infrastructure and ability to not let the amount of transactions bog down the speed of use.
- This is a struggle because it does not have a lot of strengths.
- Runs on windows
- Available in multiple languages
- Constant upgrades without an enterprise strategy for customer testing in sandboxes.
- Only works on Windows.
- Thick client struggles to keep up with load. Can take two or more minutes to log in.
- Several customizations are required because there are no hierarchy fields that are customizable.
Oracle CX Service (formerly Oracle Service Cloud) Scorecard Summary
Feature Scorecard Summary
About Oracle CX Service (formerly Oracle Service Cloud)
Oracle CX Service (formerly Oracle Service Cloud), part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. According to the vendor, Oracle CX Service's approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization’s service experience, Oracle Service Cloud aims to deliver measurable business impacts across all industries.
The platform includes: Web Customer Service, Cross-Channel Contact Center, Field Service Management, Knowledge Management, and Oracle Policy Automation.
For more information visit https://www.oracle.com/applications/customer-experience/service/
Oracle CX Service (formerly Oracle Service Cloud) Screenshots
Oracle CX Service (formerly Oracle Service Cloud) Integrations
Everything on the Oracle Marketplace (75+ apps)
Oracle CX Service (formerly Oracle Service Cloud) Competitors
Salesforce Service Cloud, Zendesk, SAP CRM Service Manager, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Oracle CX Service (formerly Oracle Service Cloud) Support Options
| Free Version | Paid Version | |
|---|---|---|
| Forum/Community | ||
| FAQ/Knowledgebase | ||
| Social Media | ||
| Video Tutorials / Webinar | ||
| Phone | ||
| Live Chat | ||
Oracle CX Service (formerly Oracle Service Cloud) Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Languages: | Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Greek, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukranian |