Oracle CX Service (formerly Oracle Service Cloud) Reviews

201 Ratings
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Score 8.0 out of 100

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Reviews (1-6 of 6)

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Anonymous | TrustRadius Reviewer
August 06, 2019

On cloud 9!

Score 10 out of 10
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Verified User
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Support Rating

9

I guess a 10 would be if everything was just perfect - or more than perfect - all the time.

I think we get the help we need, when we needed, but usually we are able to solve issues and challenges through our partner and implementer or through the Oracle Customer Connect forum.

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Kristine Tannert | TrustRadius Reviewer
September 28, 2018

Oracle Service Cloud... two years of mixed feelings

Score 2 out of 10
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Verified User
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Support Rating

1
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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Mig Ponce | TrustRadius Reviewer
January 06, 2014

Oracle RightNow: the Cadillac of CRMs

Score 8 out of 10
Vetted Review
Verified User
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Support Rating

8
Some of the more complicated inquiries can take some time; but in general, the support is very thorough. RightNow doesn't stop working on your issue until it's completely resolved. They have VERY extensive documentation for each version, as well as really thorough help documentation. REALLY thorough.
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Anonymous | TrustRadius Reviewer
December 18, 2013

Review of the RightNow Knowledgebase

Score 8 out of 10
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Verified User
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Support Rating

6
Unless your site is down, and the ticket is thus marked critical, it takes 24 WORKING hours to get an initial response, which equals 3 days. If I had a window of time to work on a configuration issue, it was frustrating to have to table my work for 3 or more days while waiting for a response. I had not expected the "24 hour" SLA to mean "24 working hours."

Once we finally connected with RightNow staff, they were very knowledgeable
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Feature Scorecard Summary

Organize and prioritize service tickets (57)
8.4
Expert directory (38)
7.1
Subscription-based notifications (42)
6.9
ITSM collaboration and documentation (37)
7.0
Ticket creation and submission (58)
8.4
Ticket response (58)
8.3
External knowledge base (50)
7.7
Internal knowledge base (58)
7.7
Customer portal (55)
8.5
IVR (23)
7.7
Social integration (33)
6.9
Email support (60)
8.4
Help Desk CRM integration (41)
8.0

About Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud), part of the Oracle Cloud CX 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 CX 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 CX 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 your organization’s service experience, Oracle CX 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.


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

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

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