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)8.787%
- 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 8.7.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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Reviews
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[Oracle Service (formerly Oracle Service Cloud) allows for] one single platform with the power of customer service systems and contact center apps that facilitate web, social and customer contact center services in a single workspace so that the marketing and customer support teams doesn't need to invest in several other applications in order to be able to manage the support efforts.
- 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.
- The process of customizing the program and creating segments is complex and it takes some time to get used.
- Updating users when the sytem is scheduled for maintenance
- Users may need to have technical knowledge to use the features fully.
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 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.
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
December 21, 2018
Make your representatives skilled interviewers!
Oracle Service Cloud is being used as an end-user support tool in the technical support department at our company. It allows technicians to more easily connect with our patients, address their concerns, route date to R&D and even ship replacement product if needed.
- OSC allows for an in-depth interview process which enhances patient satisfaction.
- OSC follows a logical flow to lead the technician to an appropriate diagnosis and allows for customer diagnostics should the need arise.
- OSC has the ability to draw from other integrated systems for information that we may need to facilitate quick, efficient call control.
- OSC advises users with easy to read dialog boxes and other activity information.
- OSC relies heavily on network information for travel which can at times be inconvenient.
- OSC integration with third-party products is a bit iffy when compared to other solutions.
- OSC required a lot of third-party custom code at the beginning of our implementation.
September 28, 2018
Oracle Service Cloud... two years of mixed feelings
Oracle Service Cloud is used in our organization mainly by the contact center (although other service providers, such as customer success managers) also use the standalone co-browse module to assist our customers. Service Cloud allows us to offer a chat channel to our customers and to measure the success and efficiency of this channel.
- Captures a lot of data - the information helps management understand customer sentiment, peak hours, and agent behavior
- Can be configured and customized heavily
- The .NET desktop agent desktop is pretty clunky (installation issues, really outdated UI, performance issues if you do too much customization). I recommend you use the Browser User Interface instead for a more modern experience for your agents and admins (Oracle seems to be trying to add the entire feature set from the desktop version to the browser version of their agent-facing product, but it's not all there yet)
- Oracle Support is difficult and cumbersome. You will have an uphill battle on your hands any time you need assistance (and since the product is so customizable and complex, you WILL need assistance!)
- May be a bit of a repeat, but this is a complicated beast of a product. There are black boxes littered all over the place. And you can see the "seams" where they've stitched together applications they acquired. Some modules are very clean and intuitive while others are stuck in the dark ages. The onus will be on you as the customer to learn how to wield the application.
April 27, 2018
My Oracle Service Cloud Review
Score 8 out of 10
Vetted Review
Verified User
It is being used mainly by Customer service representatives and operations support specialists; a small portion of people in the sales team use it. One of the main things we use it, for now, is other channels of communications with our customers such as self-help, chat, ask a question and email.
- Every business is unique in many ways but especially on internal processes Oracle Service Cloud can adapt to pretty much every need you can imagine
- Somethings require development but regular tech support doesn't help on developments or customer customizations
- As it gets bigger and bigger a lot of great things become "add-on" items available for purchase with your contract
April 04, 2018
Want 100% CSAT? - Get Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
As partners, we implement Oracle Service Cloud for a variety of customers from different verticals. Typically, most of our implementations for our core customers are done in the Americas in the whole of organizations and expanded out globally.
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
- Key Strength: Provides a rich SAAS application that allows an organization to have a self sustained CRM application; Rich workspace and workflow components; Provides rich survey creation tools; 100% integration with voice, chat and email;
- Provides ability to build rich integrations with a variety of assets within an organization. BUI or Agent Desktop -an application that sits within the firewall provides unique ability to add "add-on" feature to the product to provide rich agent experience.
- Uses common industry standard technology APIs such as .NET, PHP, REST, SOAP and many more. What does this mean? This means - easy availability of skill sets and easy maintenance of the application. Oracle Service Cloud does not use any proprietary technology unlike Salesforce or other cloud products.
- Inbuilt CTI adapters could be very helpful for customers. This will prevent customers having to engage 3rd party vendors to build CTI tools.
- Workflows can be cached and can run much faster.
- Custom Process Model - can be more "programmer" friendly than how it is today. This can be developed in a more wizard-based "declarative" programming approach.
December 18, 2013
Review of the RightNow Knowledgebase
Score 8 out of 10
Vetted Review
Verified User
- The Knowledgebase searching capabilities were much better than the previous system we used. In addition to searching the body of the answer, it will also search the first several hundred unique words of the attachments.
- The software is very flexible. Almost everything is customizable.
- You can get very detailed reports concerning which answers and attachments are looked at, and by which customers, each month. This data is only kept for 30 days, but you can setup rules to automatically export the reports to files that can be emailed.
- Customers can "subscribe" to get notified if a specific answer gets updated, or anything in a particular category is created or updated. When you update an answer, you can decide if you want to generate a notification to subscribed customers. For example, if you are just changing the grammar, you won't want a notification to go out.
- You can easily add links to other answers within your answer. This prevents you from having to duplicate information in various related answers.
- The Knowledgebase has a feature where it will suggest other related answers for you to look at. The problem is that there is no way to limit the suggestions to the category you are currently in. For instance, if the customer is looking at notebook computer answers, the system will suggest answers in a server or modem category. This caused a problem for us because when customers were looking at answers related to a current product, RightNow would recommend answers that were associated with legacy products we no longer sold and thus didn't want to advertise. Because we could not limit suggested answers to the same category, even after consulting with RightNow experts, we had to turn this feature off.
- RightNow has a lot of great reports that show answer statistics -- how many times each answer has been viewed each day/week/month, etc (however you configure the report). However, they don't have a way to add an IP address range to ignore, or a company name to ignore, so that you can filter out internal company views. We wanted to know how many customers viewed answers vs seeing reports that lumped our support personnel statistics in with customer statistics.
- RightNow doesn't automatically filter out SPAM IP addresses in their reports or access counts. We suddenly noticed that the numbers on our statistical reports had increased from previous months. When I explored the huge increase with RightNow, I found out that known spammers had been hitting our site. Rather than RightNow filtering out the IPs at a corporate level, each customer has to monitor for spamming hits and individually enter in the IP addresses into their configuration software to get them excluded. We were frustrated because this requirement/process was not communicated to us when we started using the software. Thus, we had a couple months of useless statistical data (RightNow was unable to go back and filter the spammer data from our reports. However, they did give us a credit on our monthly usage).
- As an administrator of our Knowledgebase, I wanted to be notified whenever anybody edited an answer, vs just getting a notice when a new answer was created. RightNow support engineers told me this was not possible, so I had to manually scan reports a couple of times a month to see which answers changed. I wish there had been a way to get an automatic notification the same day an answer was changed so that I could review it in a timely manner.