OFSC - experience
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …
Overview
What is Oracle Fusion Service?
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for…
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Popular Features
- Ticket creation and submission (74)8.888%
- Ticket response (74)8.080%
- Email support (74)7.979%
- Internal knowledge base (74)7.777%
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What is Oracle Fusion Service?
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.
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What is Oracle Fusion Service?
Oracle Service (formerly Oracle Service Cloud), part of the Oracle Advertising and Customer Experience suite, is a cloud-based, omnichannel solution that delivers relevant, connected customer experiences via personalized service interactions with a 360-degree view of the customer. With both B2C and B2B offerings, Oracle Service empowers businesses to offer customers various choices to engage across channels—anywhere, and any time—while balancing automation and intelligence with high-value customer engagement. Oracle Service's approach is driven by knowledge, automation, and evolving customer engagement channels, simplifying every service experience for agents and customers alike. By helping to differentiate an organization’s service experience, Oracle Service aims to deliver measurable business impacts across all industries.
The platform includes: Digital Customer Service, Service Center, Field Service, Knowledge Management, Customer Data Management, and Intelligent Advisor.
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Oracle Fusion Service Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
Frequently Asked Questions
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.
Salesforce Service Cloud, Zendesk Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Fusion Service.
Reviewers rate Ticket creation and submission highest, with a score of 8.8.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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Reviews
(26-50 of 89)Companies can't remove reviews or game the system. Here's why
August 06, 2019
On cloud 9!
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.
June 11, 2019
Great tool for field control
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
April 20, 2019
Growing with Oracle
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 use Oracle Service Cloud within our Services/Support team to provide a platform for our customers to log their issues, changes, and questions with us and provide a modern platform for consistent and rapid responses with self-service capability.
- Self-service knowledge
- SLA management
- Seamless branded portal experience
- Continued rollout of full feature set to the Browser User interface
April 08, 2019
The system that Technical Support needs
We are using Oracle Service Cloud to manage the Service Requests opened by customers and partners with our Global Technical Support. It is used by company world-wide. By using it we are able to see the history of the customer, previous issues, install base, and get the entire picture.
- Case Management
- Visual presentation of the required data
- Centralized and focused data presentation
- Inability to change the type of comment (from public to private and vice versa)
- Deletion of the files attached to Service Request is complicated
- Filtering and sorting of Service Requests via support portal
April 01, 2019
Oracle Service Cloud Review
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
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
Great Product
It is being used by Customer Support. The product has brought an up to date self service to our customers.
- Analytics - it provides real time reports and dashboards which gives management and agents awareness of our customer issues
- Exporting a large data set via schedule reports
March 22, 2019
Professional Integrators view of OSVC
Score 9 out of 10
Vetted Review
Verified User
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.
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 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 22, 2019
Oracle Service Cloud Review
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: 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
March 21, 2019
Service Cloud Administrator
We use in for our Customer Support team
- Knowledge base
- Chat
- Advance Routing of Incidents
- Analytics - We used to use EBS, which didn't have good reporting. Oracle Service Cloud has a lot of out of the box reports - incident reports, logged in staff accounts, first-contact resolution, etc.
- Advance Routing - Right now it's minimal. it's routed based on product skill. We'd like to add more parameters to advanced routing, such as based on customer.
- Integrate with Add-ins - The workspace performance is very slow.
- Knowledge search
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.
March 21, 2019
Struggles to keep up.
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.
March 21, 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.
- 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
March 20, 2019
Anxious for more!
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
That's just like, your opinion, man.
We user Oracle Service Cloud (OSC) across our organization in a global capacity. Most recently, we've been using OSC to provide the main repository for customer service focused knowledge, that we then surface via knowledge portal and chatbots.
- The customization that is possible is a strong point.
- When used properly, it is performant and highly available.
- The admin and author UI are very dated, and heavy.
- The reporting in not intuitive to a business user without a SQL background
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.
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.
March 20, 2019
My review of Oracle Service Cloud
We leverage the Oracle Service Cloud to provide world class multi-channel customer support.
- Very easy to configure.
- Knowledge Management
- Process automation and workflows.
- I would like more out-of-box analytics solutions for real time reporting.
- Improve the chat experience on the end-user side.
- Provide more predictive responses for the agents.
March 20, 2019
Cheers Oracle Service Cloud
Used for customer service by around 2000 agents across multiple locations in Dallas and Florida
- Seamless integration with voice, email and chat
- Good integration with APIs with other systems
- Ease of use for agents
- Stability of the Browser User Interface (BUI) platform. As a new feature possibly not used by many companies, it doesn't seem stable at our scale yet.
March 20, 2019
Our journey with KA
We use Knowledge Advanced and Oracle Policy Automation as a Knowledge Management solution for our Service and Operations organization. KA has opportunities to provide better analytics and search algorithms. OPA has been successfully deployed and is a winner for us. We continue to learn more and adjust.
- Able to support a large user base in a highly regulated industry
- The CX editor is more robust then Knowledge Foundation
- SEO - We can't find an expert at Oracle that knows how search actually works at KA. How do we actually drive the right behaviors? That's missing.
- Analytics - I can see who's looking at my content, but I can't connect it with the phonecall. You can kind of piece it together, but it's super manual
- The other thing that's missing is productivity reporting. I can't tell how much they're doing, with my CX users. We can do a count of incidents, but no productivity reporting.
March 20, 2019
Customer Experience
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