Oracle Fusion Service Reviews & Ratings 2024

Name: Oracle CX for Service
Uploaded: 2019-05-23T17:46:01.000Z
Duration: 1 min 16 s
Description: Oracle CX for Service

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…

Recent Reviews

OFSC - experience

5 out of 10

September 09, 2023

Incentivized

It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …

Hybrid Oracle Blend

10 out of 10

May 11, 2022

Incentivized

Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the …

Great solution for Finance team to manage their day-to-day operations

8 out of 10

April 09, 2022

Incentivized

Oracle cloud platform is used to manage our finances team's data and invoicing. It has created freedom of accessing and also storing …

Rocking

6 out of 10

April 04, 2022

Incentivized

For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to …

Why Oracle has to innovate

8 out of 10

December 28, 2021

Incentivized

We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not …

Great platform to manage Customers

9 out of 10

December 27, 2021

Incentivized

Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a …

Oracle Service Cloud Easy of Use!

10 out of 10

December 06, 2021

We used [it] in some [departments] and for our vendors.

Oracle Service - Provides 360 degree view

9 out of 10

October 21, 2021

Incentivized

Oracle Service that was previously known as Oracle Service Cloud is a part of Oracle CX Cloud Suite that basically helps in capturing a …

Not the right fit but good for others

6 out of 10

October 07, 2021

Incentivized

We use Oracle Service for recording client interactions with our training staff. We facilitate trainings and then have follow-up intensive …

A polyglot review of Oracle Service

7 out of 10

August 24, 2021

Incentivized

Oracle Service is an omnichannel engagement center in the B2C space. My clients use Oracle Service for enhanced self-service by leveraging …

Product with a lot to offer for CX-Service needs

8 out of 10

July 29, 2021

Incentivized

As a consultant, I have implemented Oracle Service for different clients from different domains to fulfill their customer service …

Oracle Service is simple to use and configure.

9 out of 10

April 29, 2021

Incentivized

My company overhead is reduced thanks to Oracle Service. We value the opportunity to point and click and make even the most complex …

Oracle Service review

9 out of 10

April 15, 2021

Incentivized

We are a service-based company. We configure and customize the Oracle Service cloud as per our client requirements.
We have used customized …

Love it and want more of it!

9 out of 10

April 15, 2021

Incentivized

We are using Service Cloud to track our install base and any kind of service calls needed within our install base. We have both software …

Powerful customer service systems and contact center apps

10 out of 10

April 12, 2021

Incentivized

[Oracle Service (formerly Oracle Service Cloud) allows for] one single platform with the power of customer service systems and contact …

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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features

Ticket creation and submission (74)
8.8
88%
Ticket response (74)
8.0
80%
Email support (74)
7.9
79%
Internal knowledge base (74)
7.7
77%

Reviewer Pros & Cons

View all pros & cons

Good user interface
Difficult to do customization for organization need

Verified User

Director in Information Technology

Information Technology and Services Company, 10,001+ employees

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Pricing

View all pricing

Oracle Fusion Service

N/A

Unavailable

What is Oracle Fusion Service?

Entry-level set up fee?

No setup fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

7 people also want pricing

Alternatives Pricing

Intercom

$39

per month per seat

What is Intercom?

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…

LiveAgent

per month

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

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Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.6

Avg 7.9

7.4
Organize and prioritize service tickets
(73) Ratings
Prioritize tickets to ensure most urgent are tackled first
7.5
Expert directory
(53) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
7.5
Subscription-based notifications
(57) Ratings
Users subscribe to notifications for ticket updates
6.7
ITSM collaboration and documentation
(50) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
8.8
Ticket creation and submission
(74) Ratings
Users and agents can easily enter new support requests.
8
Ticket response
(74) Ratings
Agents can easily follow up with customers.

Self Help Community

Features that allow customers to self-service for support issues.

7.3

Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7.3

Avg 7.7

7.5
Customer portal
(69) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
7.6
IVR
(35) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
4.8
Social integration
(46) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
7.9
Email support
(74) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
8.6
Help Desk CRM integration
(54) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Product Details

About
Competitors
Tech Details
FAQs

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.

Oracle Fusion Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.

Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.

Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.

Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.

Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.

Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.

Oracle Fusion Service Video

Oracle CX for Service

Oracle Fusion Service Competitors

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

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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Comparisons

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Reviews and Ratings

(237)

Attribute Ratings

Reviews

(1-25 of 82)

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September 09, 2023

OFSC - experience

Verified User

Director in Information Technology

Information Technology and Services Company, 10,001+ employees

Score 5 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (4)

77.5%

7.8

Organize and prioritize service tickets: 70%
7.0
Subscription-based notifications: 70%
7.0
Ticket creation and submission: 90%
9.0
Ticket response: 80%
8.0

Self Help Community

N/A

Multi-Channel Help

N/A

May 11, 2022

Hybrid Oracle Blend

Adolfo Aguilar Sánchez

System Operations & Management Lead

Kyndryl (Information Technology & Services, 10,001+ employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

90%

9.0

Organize and prioritize service tickets: 90%
9.0
Expert directory: 90%
9.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 90%
9.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

45%

4.5

External knowledge base: N/A
N/A
Internal knowledge base: 90%
9.0

Multi-Channel Help (5)

N/A

Customer portal: N/A
N/A
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: N/A
N/A
Help Desk CRM integration: N/A
N/A

April 09, 2022

Great solution for Finance team to manage their day-to-day operations

Kay Gosling

Systems Administrator

CCS (Non-profit Organization Management, 201-500 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (3)

66.66666666666667%

6.7

Expert directory: 50%
5.0
Ticket creation and submission: 80%
8.0
Ticket response: 70%
7.0

Self Help Community (2)

50%

5.0

External knowledge base: 50%
5.0
Internal knowledge base: 50%
5.0

Multi-Channel Help

N/A

April 04, 2022

Rocking

Verified User

Consultant in Information Technology

Information Technology & Services Company, 10,001+ employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

65%

6.5

Organize and prioritize service tickets: 70%
7.0
Expert directory: 60%
6.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 10%
1.0
Ticket creation and submission: 80%
8.0
Ticket response: 80%
8.0

Self Help Community (2)

65%

6.5

External knowledge base: 60%
6.0
Internal knowledge base: 70%
7.0

Multi-Channel Help (5)

42%

4.2

Customer portal: 60%
6.0
IVR: N/A
N/A
Social integration: 10%
1.0
Email support: 60%
6.0
Help Desk CRM integration: 80%
8.0

December 28, 2021

Why Oracle has to innovate

Jorge Acevedo

Consultant & Trainer contractor

Stion Corporation (Oil & Energy, 51-200 employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

80%

8.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 90%
9.0
Subscription-based notifications: 70%
7.0
ITSM collaboration and documentation: 100%
10.0
Ticket creation and submission: 70%
7.0
Ticket response: 50%
5.0

Self Help Community (2)

90%

9.0

External knowledge base: 80%
8.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

80%

8.0

Customer portal: 90%
9.0
IVR: 70%
7.0
Social integration: 60%
6.0
Email support: 90%
9.0
Help Desk CRM integration: 90%
9.0

December 27, 2021

Great platform to manage Customers

Verified User

Analyst in Information Technology

Banking Company, 5001-10,000 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

86.66666666666666%

8.7

Organize and prioritize service tickets: 90%
9.0
Expert directory: 90%
9.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

90%

9.0

External knowledge base: 90%
9.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (5)

84%

8.4

Customer portal: 80%
8.0
IVR: 80%
8.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 90%
9.0

December 06, 2021

Oracle Service Cloud Easy of Use!

Brian Tesfazghi

Tesfa (Computer & Network Security, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

81.66666666666666%

8.2

Organize and prioritize service tickets: 90%
9.0
Expert directory: 80%
8.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 70%
7.0
Ticket creation and submission: 80%
8.0
Ticket response: 80%
8.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

82%

8.2

Customer portal: 80%
8.0
IVR: 80%
8.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 80%
8.0

October 21, 2021

Oracle Service - Provides 360 degree view

Verified User

Consultant in Finance and Accounting

Accounting Company, 10,001+ employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

88.33333333333334%

8.8

Organize and prioritize service tickets: 90%
9.0
Expert directory: 100%
10.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 90%
9.0
Ticket response: 80%
8.0

Self Help Community (2)

90%

9.0

External knowledge base: 90%
9.0
Internal knowledge base: 90%
9.0

Multi-Channel Help (5)

92%

9.2

Customer portal: 90%
9.0
IVR: 90%
9.0
Social integration: 90%
9.0
Email support: 90%
9.0
Help Desk CRM integration: 100%
10.0

October 07, 2021

Not the right fit but good for others

Verified User

Supervisor in Sales

Hospital & Health Care Company, 201-500 employees

Score 6 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

68.33333333333333%

6.8

Organize and prioritize service tickets: 50%
5.0
Expert directory: 80%
8.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 70%
7.0
Ticket creation and submission: 50%
5.0
Ticket response: 80%
8.0

Self Help Community (2)

75%

7.5

External knowledge base: 90%
9.0
Internal knowledge base: 60%
6.0

Multi-Channel Help (5)

78%

7.8

Customer portal: 70%
7.0
IVR: 70%
7.0
Social integration: 70%
7.0
Email support: 90%
9.0
Help Desk CRM integration: 90%
9.0

August 24, 2021

A polyglot review of Oracle Service

Praneeth Kuppa

Information Technology Analyst

Tata Consultancy Services (Telecommunications, 11-50 employees)

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

80%

8.0

Organize and prioritize service tickets: 80%
8.0
Expert directory: 80%
8.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 80%
8.0
Ticket response: 80%
8.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

60%

6.0

Customer portal: 90%
9.0
IVR: 20%
2.0
Social integration: 20%
2.0
Email support: 90%
9.0
Help Desk CRM integration: 80%
8.0

July 29, 2021

Product with a lot to offer for CX-Service needs

Dev Aditya

Information Technology Analyst

Tata Consultancy Services (Information Technology & Services, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

86.66666666666666%

8.7

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Subscription-based notifications: 70%
7.0
ITSM collaboration and documentation: 50%
5.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

92%

9.2

Customer portal: 100%
10.0
IVR: 100%
10.0
Social integration: 60%
6.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

April 29, 2021

Oracle Service is simple to use and configure.

Verified User

Team Lead in Marketing

Computer Software Company, 51-200 employees

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

93.33333333333334%

9.3

Organize and prioritize service tickets: 90%
9.0
Expert directory: 100%
10.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 100%
10.0
Ticket creation and submission: 90%
9.0
Ticket response: 90%
9.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

96%

9.6

Customer portal: 90%
9.0
IVR: 90%
9.0
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

April 15, 2021

Oracle Service review

Heena Karir

Oracle Service Cloud Developer

Serene Corporation (Information Technology and Services, 201-500 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (4)

90%

9.0

Organize and prioritize service tickets: 100%
10.0
Subscription-based notifications: 60%
6.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

100%

10.0

Customer portal: 100%
10.0
IVR: 100%
10.0
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

April 15, 2021

Love it and want more of it!

Chris Messineo

FS&R Manager

GE Healthcare IT (Hospital & Health Care, 5001-10,000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

78.33333333333333%

7.8

Organize and prioritize service tickets: 90%
9.0
Expert directory: 60%
6.0
Subscription-based notifications: 90%
9.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 70%
7.0
Ticket response: 80%
8.0

Self Help Community (2)

80%

8.0

External knowledge base: 90%
9.0
Internal knowledge base: 70%
7.0

Multi-Channel Help (5)

74%

7.4

Customer portal: 70%
7.0
IVR: 70%
7.0
Social integration: 80%
8.0
Email support: 70%
7.0
Help Desk CRM integration: 80%
8.0

April 12, 2021

Powerful customer service systems and contact center apps

Elizabeth Cassidy

Senior Analyst, Customer Analytics

Alliance Data Card Services (Financial Services, 5001-10,000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Subscription-based notifications: 100%
10.0
ITSM collaboration and documentation: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

98%

9.8

Customer portal: 100%
10.0
IVR: 90%
9.0
Social integration: 100%
10.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

December 08, 2020

Our go-to solution to open our vast product knowledge base to our customers

Guy De Backer

IT application engineer

Nikogroup (Electrical/Electronic Manufacturing, 501-1000 employees)

Score 5 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

25%

2.5

Organize and prioritize service tickets: 70%
7.0
Expert directory: 80%
8.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: N/A
N/A
Ticket creation and submission: N/A
N/A
Ticket response: N/A
N/A

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

28%

2.8

Customer portal: 70%
7.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 70%
7.0
Help Desk CRM integration: N/A
N/A

December 04, 2020

Oracle Service Cloud is Excellent for a Call Center

Ammar Aldaffaie

Oracle Service Cloud Developer

Willis Towers Watson's OneExchange (Consumer Services, 10,001+ employees)

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (4)

100%

10.0

Organize and prioritize service tickets: 100%
10.0
Subscription-based notifications: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (4)

92.5%

9.3

Customer portal: 100%
10.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 100%
10.0

November 29, 2020

A world-class customer engagement platform for all organizations.

Chris Edwards

Project Manager

Total (Oil & Energy, 5001-10,000 employees)

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

95%

9.5

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 100%
10.0
Ticket creation and submission: 90%
9.0
Ticket response: 100%
10.0

Self Help Community (2)

95%

9.5

External knowledge base: 90%
9.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

94%

9.4

Customer portal: 100%
10.0
IVR: 90%
9.0
Social integration: 80%
8.0
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

April 08, 2020

Moving from standard Oracle ERP to Oracle Service Cloud

Verified User

Director in Customer Service

Media Production Company, 1001-5000 employees

Score 9 out of 10

Vetted Review

Verified User

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

55%

5.5

Organize and prioritize service tickets: 80%
8.0
Expert directory: 80%
8.0
Subscription-based notifications: N/A
N/A
ITSM collaboration and documentation: 70%
7.0
Ticket creation and submission: 50%
5.0
Ticket response: 50%
5.0

Self Help Community (2)

35%

3.5

External knowledge base: N/A
N/A
Internal knowledge base: 70%
7.0

Multi-Channel Help (3)

20%

2.0

IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 60%
6.0

October 07, 2019

Oracle Service Cloud

Verified User

Employee in Customer Service

Public Safety Company, 501-1000 employees

Score 7 out of 10

Vetted Review

Verified User

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

65%

6.5

Organize and prioritize service tickets: 80%
8.0
Expert directory: 40%
4.0
Subscription-based notifications: 60%
6.0
ITSM collaboration and documentation: 50%
5.0
Ticket creation and submission: 90%
9.0
Ticket response: 70%
7.0

Self Help Community (2)

40%

4.0

External knowledge base: 40%
4.0
Internal knowledge base: 40%
4.0

Multi-Channel Help (5)

74%

7.4

Customer portal: 80%
8.0
IVR: 40%
4.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 80%
8.0

October 07, 2019

Powerful Tool for the Experienced!

Verified User

Engineer in Information Technology

Computer Software Company, 51-200 employees

Score 7 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

91.66666666666666%

9.2

Organize and prioritize service tickets: 90%
9.0
Expert directory: 100%
10.0
Subscription-based notifications: 80%
8.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 100%
10.0
Ticket response: 100%
10.0

Self Help Community (2)

55%

5.5

External knowledge base: 60%
6.0
Internal knowledge base: 50%
5.0

Multi-Channel Help (5)

84%

8.4

Customer portal: 100%
10.0
IVR: 100%
10.0
Social integration: 80%
8.0
Email support: 90%
9.0
Help Desk CRM integration: 50%
5.0

September 10, 2019

Oracle provides an efficient and productive Cloud Service

John Petit

Chief of Operations

Klein Tools (Consumer Goods, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

75%

7.5

Organize and prioritize service tickets: 80%
8.0
Expert directory: 70%
7.0
Subscription-based notifications: 70%
7.0
ITSM collaboration and documentation: 80%
8.0
Ticket creation and submission: 70%
7.0
Ticket response: 80%
8.0

Self Help Community (2)

80%

8.0

External knowledge base: 80%
8.0
Internal knowledge base: 80%
8.0

Multi-Channel Help (5)

76%

7.6

Customer portal: 80%
8.0
IVR: 70%
7.0
Social integration: 70%
7.0
Email support: 80%
8.0
Help Desk CRM integration: 80%
8.0

August 26, 2019

Could use some improvements

Verified User

Employee in Marketing

Electrical/Electronic Manufacturing Company, 1001-5000 employees

Score 4 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

41.66666666666667%

4.2

Organize and prioritize service tickets: 70%
7.0
Expert directory: 20%
2.0
Subscription-based notifications: 20%
2.0
ITSM collaboration and documentation: 20%
2.0
Ticket creation and submission: 70%
7.0
Ticket response: 50%
5.0

Self Help Community (2)

60%

6.0

External knowledge base: 60%
6.0
Internal knowledge base: 60%
6.0

Multi-Channel Help (5)

26%

2.6

Customer portal: 60%
6.0
IVR: N/A
N/A
Social integration: 30%
3.0
Email support: 40%
4.0
Help Desk CRM integration: N/A
N/A

August 26, 2019

Oracle Service Cloud from Administrator's point of view

Pavol Procka

Communications Coordinator / Administrator

Cassava Enterprises (Gambling & Casinos, 1001-5000 employees)

Score 9 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management (6)

98.33333333333334%

9.8

Organize and prioritize service tickets: 100%
10.0
Expert directory: 100%
10.0
Subscription-based notifications: 100%
10.0
ITSM collaboration and documentation: 100%
10.0
Ticket creation and submission: 100%
10.0
Ticket response: 90%
9.0

Self Help Community (2)

100%

10.0

External knowledge base: 100%
10.0
Internal knowledge base: 100%
10.0

Multi-Channel Help (5)

56%

5.6

Customer portal: 80%
8.0
IVR: N/A
N/A
Social integration: N/A
N/A
Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

August 12, 2019

Oracle CRM Review

Verified User

Director in Customer Service

Outsourcing/Offshoring Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Incentivized

Oracle Fusion Service Feature Ratings

Incident and problem management

N/A

Self Help Community

N/A

Multi-Channel Help

N/A

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