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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
(1-25 of 48)Companies can't remove reviews or game the system. Here's why
Oracle cloud platform is used to manage our finances team's data and invoicing. It has created freedom of accessing and also storing information securely over the cloud. Their team uses it as a cloud-based sales tracking system and fulfillment along with PBCS for user management and access control to several different governance modules and reporting features.
- Can easily add or remove resources as needed.
- Allows database utilization
- Integration with other Oracle product solutions is straightforward and efficient
- Difficulty using the search features in SuiteAnswers, its a maze can't pinpoint the correct solution for specific questions.
- The need for more tutorials on how to use Oracle cloud platform.
- The dashboards should be easier to understand and manage.
April 04, 2022
Rocking
For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to allow the customers to easily access end-user front-end pages.
- Incident management
- Workflow management
- Reporting
- Business rules
- Automated profile permission selection and copy function
- Improved user account security from accessing other account content
- Customer portal pages using latest Devops function
- Better automated migration support from one instance to another
December 28, 2021
Why Oracle has to innovate
We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not covered for this ERP and we develop several forms and reports that we need in order to provide support to our C-level executives.
- Backup were on time always.
- Deployments were on time.
- Meeting were organized every time we need them.
- Escalation really works.
- Prices are changing every year with no notice for customers.
- Cloning and Refresh of environments are very limited compared with competitors.
- Support is very limited and not flexible as they should be.
- Support is given outside and communication is very difficult some times.
December 27, 2021
Great platform to manage Customers
Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a part of the Oracle CX Cloud service that captures 360-degree views from a customer's perspective. It helps in eliminating customer uncertainty and offers customization as well. Integrating the service is quite easy that enables the business to be up and running in less time hence, we have implemented Oracle service in our organization.
- Workflows
- User friendly User Interface
- Customization is possible
- Integration is easy.
- Easy creation and management of tasks,
- Little bit dull UI.
- Forecasting is not possible.
- Basic tool
- Lacks looks and feel at console level as well.
October 21, 2021
Oracle Service - Provides 360 degree view
Oracle Service that was previously known as Oracle Service Cloud is a part of Oracle CX Cloud Suite that basically helps in capturing a complete view from every angle in a unified way. Based on the requirements from the client, we have implemented Oracle Service in our organization. It is basically a fully integrated, multichannel feedback solution at the enterprise level that helps to track and measure the criticality of a customer. It even provides customization possibilities and integration is quite easy.
- Designing of Reports.
- Chat
- The ability to search is powerful.
- Creation and management of tasks is very easy.
- Data Retrieval from the CRM is quite easy.
- Login at the console level is little slow.
- Graphics can be improved.
- Basic tool, lacks some features.
July 29, 2021
Product with a lot to offer for CX-Service needs
As a consultant, I have implemented Oracle Service for different clients from different domains to fulfill their customer service requirements.
- Very extensive reporting feature
- BUI is very agent friendly and easy to use
- Customer Portal is customizable to a huge extent
- Business rules, extensions, configuration helps the user to customize application to any extent
- Readily available REST and SOAP API
- Customer portal is still working on old YUI
- SLAs need more improvement
- Customer portal standard search widget needs improvement
April 15, 2021
Oracle Service review
We are a service-based company. We configure and customize the Oracle Service cloud as per our client requirements.
We have used customized Service Cloud for Order Management, Hospitality, 311 solutions, Assessment Appeals, Hi-Tech Solutions, Transport and many more verticals
We have used customized Service Cloud for Order Management, Hospitality, 311 solutions, Assessment Appeals, Hi-Tech Solutions, Transport and many more verticals
- Case management
- 360 degree contact management
- Strong knowledge base
- Rules for custom object in service console
- Multiselect option in reports
- Field with data type as Currency
December 04, 2020
Oracle Service Cloud is Excellent for a Call Center
We use the Oracle Service Cloud for tracking phone calls, transfer incidents between departments and for reporting. We also use it to provide knowledge to our customers as well as our agents by using Knowledge Advanced.
- The Oracle Service Cloud is very easy to customize to fit almost anyone needs
- The reporting UI is so powerful and you can do a lot using the report management tools
- Being able to make changes on the spot and roll them out to production in most cases are simple and take few minutes
- The rules within the workspace are very powerful and enable you to do almost anything
- You cannot assign a custom filed to another custom field value in rules
- The staff account cannot have more than 1 profile for chat routing
- You cannot use custom fields and customer objects in guided assistant
April 08, 2020
Moving from standard Oracle ERP to Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
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
August 26, 2019
Could use some improvements
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.
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.
August 12, 2019
Oracle CRM Review
Oracle CRM is being used across the entire company, as a help desk ticket capture tool as well as an asset management system. Overall, the system allows us to coordinate Helpdesk instances with hardware deployments, and track all equipment deployed to all users. The tool has been immensely helpful in ensuring collaborative data collection between multiple departments.
- Flexible configuration.
- Reporting.
- Scalability.
- Ability to integrate with other systems.
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.
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
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
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
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
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.