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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.https://media.trustradius.com/product-logos/SB/9f/XXI2BGBPVW7K.JPEGOracle Service Cloud from Administrator's point of viewWe 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.,9,Web self-service Live chat Email Messaging platforms Telephony Co-browse,The knowledge management tools in Oracle Service Cloud are our main source of information for both our external and internal customers. Both knowledge bases are easy to maintain and update. We especially enjoy the Answer editor for the internal knowledge-base, as it requires none or very little coding knowledge. We are also using the Smart Assistant feature, which helps us deflect approximately 10-15% contacts.,I work more on the administration side of the product, and as such do not have the numbers to answer this question.,Not a member of any user groups,KANA ExpressProfessional Integrators view of OSVCWhile 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.,9,Web self-service Live chat Social media Email Field support Messaging platforms Telephony Co-browse,Knowledge Foundation is part of the product and provides a solid database to be share on a companies website to answer questions. There are many examples of the Oracle Service Cloud knowledge base in the market place. While a lot of companies use their own URL the main web address is custhelp.com. So if you do a search of custhelp.com you will see many of the knowledge bases that are out there.,One of the main objectives of OSVC is to reduce agent processing time. I have seen this provide large amounts of ROI just by reducing a few clicks in the agents processes. If a companies will use the knowledge base for effective self service and pro-actively update their kb they will reduce the number of tickets that agents receive which should lead to a reduction in headcount.,Not a member of any user groupsOracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its coreTCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud Service +Big Data Analytics CS + CX Service -and- Field Service Cloud solutions) and other related opportunities at joint Mfg. and Energy Services clients.,It does a great job capturing and managing the initial service call request. Also, it is great in its APIs and ability to connect with other Oracle Cloud solutions, as evidenced by the Oracle Cloud solutions which make up Digital Field Service or DFS. Compelling UI that is inviting and customers can intuitively use and embrace.,Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud. Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce... Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.,8,Web self-service Live chat Email Field support Messaging platforms Telephony Co-browse IoT,Many of Oracle's and TCS' joint Oracle Service Cloud customers have also subscribed to and are using Oracle Knowledge Advanced Cloud, and often Oracle Co-Browse is also part of the solution to provide relevant, integrated knowledge mgt. to the function being performed at the time.,Service Cloud has had an ROI of about 20% for our joint Oracle & TCS customers using the solution, either alone or in conjunction with the greater Oracle Cloud DFS solution suite. Field Service Cloud (related product or solution to Service Cloud) has had an ROI of about 30% for the business process steps it cover, manages. The speed of service request resolution has increased by about 50% for those customers using Oracle Service Cloud over their old, previous solutions.,Independent Oracle User Group,Salesforce Service Cloud and ServiceMaxOracle Service Cloud quick reviewOracle 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,10,Web self-service Email Telephony,Yes, we use Knowledge Advanced. We use it intensively. For the support agents from the console (TTR improved that way), or for our customers from the support portal (self service improved that way).,Reducing TTR, improving NPS, increasing self - service, minimal missing of SLAs. All this improve our business results.,Not a member of any user groupsOracle Service Cloud in Public SectorMonad 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 FormsAutomated Processes and determination via CX support across all channelsDetermining 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,9,Web self-service Live chat Social media Email Co-browse,Knowledge management is crucial in the HHS space. Currently we are working on providing knowledge to help in fighting the Opioid epidemic. In general we find by providing knowledge management the Customer Experience is more beneficial and the customer is to gather information in a "one-stop" fashion which supports confidence and increases engagement resolution metrics,It has increased the clients self-service capabilities and has allowed internal resources to concentrate on cases that are at a high difficulty rating. Has been to apply consistent and auiditable support across the enterprise,Not a member of any user groups,Pega Customer Engagement Suite and Salesforce Service CloudDynamic 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,8,Web self-service Live chat Email Messaging platforms Co-browse,This module is widely used to present customized answers to our customers that would show only the relevant info according to the products they have. We also use it to expose the our knowledge internally and guide our agents thourgh every issue.,Assisting us in emerging markets by multilingual support and integration with platforms that are native for these markets The self service reduced some of the issues by 70% (meaning that only 30% of the customers contact us for more assistance) The SLA imrpoved by days for a lot of issues,Not a member of any user groups,Salesforce LightningAnxious 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.,8,Email Telephony,We have tried to use the KM benefits. We are a process-oriented department. I do not have specific examples.,We believe that there is a positive impact that has allowed us to better utilize scarce customer service resources.,Not a member of any user groups,Overall great experience but reporting, versioning and multi-edit could be improved for KAWe 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.,6,Web self-service Field support,Our service reps are able to provide accurate information to the advisors and clients because of the service cloud, whenever there is an inaccurate or outdated information, it gets well updated through the incidents. Working for the Financial company, it is very important to keep the KB well updated. I am hoping the article versioning can be improved for KA and we are able to store the versions like we had in the KF.,Being able to actively manage the content is great. Content versioning and reporting could have been better. Incident management is working well.,Not a member of any user groupsOracle Service Cloud ReviewIt 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,9,Web self-service Email,Our customers are now able to log into their portal and export any information that might need right at their fingertips, which in turn saves time for the Account Managers to have to manually create the report and email it over to them.,We are still in the negative ROI as we are trying to still build our platform. Has been a bit of a difficult transition from our old system.,Not a member of any user groupsOracle Service Cloud ReviewWe 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.,3,Web self-service Live chat Email Telephony,There is a lot of Knowledge Management required in our company and Oracle Service Cloud could not meet our requirements in this area.,I can't share specific numbers. Overall, I feel the ROI was minimal. The product helped in some areas but not others.,Not a member of any user groups,Salesforce Service CloudOracle Service Cloud and myPers for USAFHR 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.,10,Web self-service Live chat Email,We have. Knowledge allows Airman to find out how to submit applications for various HR functions reducing calls to our Total Force Service Center.,We were able to automate several HR functions through the use of OPA. Saved agents time and they are able to focus on true unique problems a customer may be having.,Not a member of any user groupsCustomer ExperienceOracle 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,9,Web self-service Live chat Email,We recently implemented knowledge management. It improves the customer experience as customers want immediate answers to their questions without the need to contact customer service.,Provides immediate information to our front line staff on previous interactions with a specific customer. Deflects potential contacts providing immediate answers to customer questions,Not a member of any user groupsOracle Service Cloud is Great for Customer Service!Oracle Service Cloud is only used by the customer service department. It is used so Academy Sports is available to talk with our customers in the manner they choose; email, phone, chat, or social. It allows the customer contact history to reside in one system so no matter who speaks to the customer next they will see how they have been helped.,It can create bulk mailings when customers need to be reached in groups after purchasing the same product. Service Cloud can be scripted to respond to customers without any manual direction. For example, if asked where stores are located, the system can return the web page with that exact information.,Reporting. The system comes with many canned reports but since the database architecture is not visible, it's difficult to decide how tables are related.,8,Web self-service Live chat Social media Email Telephony,Agents are more educated with more knowledge of products Agents are better at servicing customers as they review the customer's history before speaking.,Not a member of any user groupsExcellent return for the investmentOur 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,9,Web self-service Live chat Email Field support Telephony,The Oracle Service Cloud knowledge management tool has helped us consolidate and improve our knowledge both for our users and our clients. The robust analytics and designer tools allowed our training team to gather much more insight around what our users and clients were searching for and how to better equip them with the knowledge they need.,OSC has had a significant positive impact on our teams' handling times, our error rates, and our overall client satisfaction.,Not a member of any user groupsIf 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.,9,Web self-service Social media Email Telephony,No, we have not achieved this benefit to my knowledge.,Since its, it has significantly reduced our training time of new agents. What used to take 6 weeks in the class room, went to 4 weeks. Service Cloud allows us to easily gather data to report to the other departments quickly.,Not a member of any user groupsGrowing with OracleCurrently, 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,8,Web self-service Live chat Email Co-browse,We are not fully using the knowledge management tools but are looking to explore them more to determine how these fit into the omnichannel strategy.,Constant increase with contact deflection. Self-service awareness has increased. Increase with questions avoided.,Not a member of any user groups,JIRA SoftwareOn 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.,10,Web self-service Email Telephony,Our options to better help out customers online have drastically improved with a customer portal, since we now have a way of actually seeing what users search for, which answers they like the most and to avoid incidents by using a smart assistant.,We are able to standardize and optimize handling through buttons, workflows and standardtexts,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM),Not a member of any user groups,Oracle Customer Care and Billing, Oracle Utilities Meter Data Management (MDM),70,1,Call logging Email handling Customer portal,We started using buttons, to simplify the way incidents are being transferred from one team to an other,We might be adding a chat bot or digital assistant of some sort,10,Yes,Product Reputation Vendor Reputation,That's a hard question, since I believe we made the right call. But we didn't just get Oracle Service Cloud, we also purchased Oracle Customer Care and Billing, so it was a factor that integrations between the two was possible.,Third-party professional services,Yes,Change management was a minor issue with the implementation,It was change management related, due to lack of communication,9,In-person training Self-taught,9,If you have an open mind, and have flair for IT I think it's okay, especially when you start to understand the background logics,9,I think my absolute best advice is, to not focus on what you used to have, but what core functionality you need, and then configure based on that.You tend to want to build exactly the same functionality as you used to. In stead you should focus on the basic need, and then look into the best way to handle that process. We found, that some of things the business wanted, wasn't needed, but they requested it, because that was how it was done in the old system. So always challenge the configuration requests.,Some - we have done small customizations to the interface,not at this point,9,Yes,Through their technical webinars!It's amazing, and it add's to my knowledge about Service Cloud. One of the latest was actually some of the things the technical support uses to find errors, so that's neat to be able to do, by yourself.,Replying to emails due to standard texts,Finding out who was cc'd in an email,Yes, but I don't use it,9,10,10,9,Our phone system Oracle CC&B,Not at this point,File import/export,9,I think it would be, to be involved from early on, to learn as much as possible from the get go,Yes,Always get new functionality that inspires us to develope,Agent browser knowledgeOracle Service Cloud: It Sure Does WorkOur 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,5,Live chat Email Messaging platforms,Our agents love [the knowledge management],It is way better than not having a CRM It brought our service channels into one place which allowed agents to be much more efficient,Not a member of any user groups,ContactWorld for SalesforceStruggles 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.,1,Live chat Email,We use knowledge foundation and moved to use AEM as the interface because of the browser limitations Oracle has imposed.,I don’t have any examples here.,Not a member of any user groups,Salesforce.comMy review of Oracle Service CloudWe 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.,9,Live chat Email Telephony,It has allowed us to streamline our workflows and increased our throughput. Improved our total Average Handle Time (AHT) by providing screen pops and customer information instantly.,Not a member of any user groups,Cheers Oracle Service CloudUsed 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.,8,Live chat Email Telephony,Yes, the knowledge base is used to train agents on certain decision making point.,Positive (cannot quantify due to confidentiality of this info) Driven by customer satisfaction driving happiness and revenue, plus efficiency gains which allow fewer agents to handle more requests.,Not a member of any user groups,Our journey with KAWe 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.,6,Web self-service,Yes! We have been able to support OPA, BrightCove videos, etc w/in KA.,We have been able to automate some tasks but have had to manually solve for others in our transition from Knowledge Foundation to Knowledge Advanced,Not a member of any user groupsGreat scalability and future-proof solution for omnichannel experienceWe use it 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,10,Web self-service Email,It's too early for us to measure the benefits from knowledge management in our organisation, but seeing it in action elsewhere, we know this will come.,It has provided us with scalability that we did not have with manual systems previously. We can easily onboard new customers now with very little effort. Eliminates errors from manual tracking of SLAs.,Not a member of any user groups,ServiceNowThe system that Technical Support needsWe 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,10,Web self-service Email,Currently, we are using Knowledge Advance both by Support Engineers and the Customers. However the usage is quite minimal by the customers. We are about to implement Type Ahead which we believe will provide a real break through.,POSITIVE - The Support Engineers come ready when they start working with the customer. The customer feels we are in control. POSITIVE - Type ahead will be a real game changer NEGATIVE - The case management via portal is quite limited. Especially the sorting and filtering of the cases.,Not a member of any user groups,Great ProductIt 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,9,Web self-service Email Telephony Co-browse,Yes our customers are using answers. Too early to tell how well it is working.,Positive immpact,Not a member of any user groups
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Oracle Service Cloud
190 Ratings
Score 8.1 out of 101
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Oracle Service Cloud Reviews

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Oracle Service Cloud
190 Ratings
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Score 8.1 out of 101

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Pavol Procka profile photo
July 26, 2019

Oracle Service Cloud from Administrator's point of view

Score 9 out of 10
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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.
Strengths:
- Cross-channel customer interaction availability.
- Great possibility to build custom reports.
- Web customer service,
- Knowledge management tools.

Weaknesses:
- Relatively high system requirements, so it might be laggy on average machines.
Read Pavol Procka's full review
Carl Elliott profile photo
March 22, 2019

Professional Integrators view of OSVC

Score 9 out of 10
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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.
Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Read Carl Elliott's full review
Frank Watts - CPIM, CIRM, MBA Operations Mgt profile photo
February 21, 2019

Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core

Score 8 out of 10
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TCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud Service +Big Data Analytics CS + CX Service -and- Field Service Cloud solutions) and other related opportunities at joint Mfg. and Energy Services clients.
  • It does a great job capturing and managing the initial service call request.
  • Also, it is great in its APIs and ability to connect with other Oracle Cloud solutions, as evidenced by the Oracle Cloud solutions which make up Digital Field Service or DFS.
  • Compelling UI that is inviting and customers can intuitively use and embrace.
  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Very well suited for manufacturers who have post-installation servicing requirements and requests, as per the Digital Field Service or DFS solution.
Read Frank Watts - CPIM, CIRM, MBA Operations Mgt's full review
Daniel Lewenhoff profile photo
March 25, 2019

Oracle Service Cloud quick review

Score 10 out of 10
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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
For complex product/vendor level support it is well suited and this is what I need it for. For cloud services/or specifically services, I believe a lighter system might suffice.
Read Daniel Lewenhoff's full review
Jason Cota profile photo
March 22, 2019

Oracle Service Cloud in Public Sector

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
  • Very well suited for an organization that needs security as an out of the box feature.
  • Supports Omni Channel outreach and exceptionally good at tracking items and tickets.
Read Jason Cota's full review
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March 20, 2019

Dynamic and strong - needs expertise.

Score 8 out of 10
Vetted Review
Verified User
Review Source
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
OSvC would fit large customer care operations that want to automate as much things as possible and are willing to invest in gaining the knowledge and expertise.
I wouldn't recommend the platform for small companies that would want a simple out of the box solution.
Read Sky Dagan's full review
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March 20, 2019

Anxious for more!

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Well suited to our small, customer-focused service organization. Integrated well with our email server.
Read Kevin Sherry's full review
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March 20, 2019

Overall great experience but reporting, versioning and multi-edit could be improved for KA

Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Incident management is great and I also like how survey can be used. Some more out of the box reports (OKCS) would be helpful. We should be able to schedule the reports based on if we have the vale in the report, then only it fires the report to the scheduled else not because we are using the scheduled report for lot of monitoring purposes.
Read Pratyush Sharma's full review
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April 01, 2019

Oracle Service Cloud Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
I think Oracle Service Cloud may be better for larger companies.
Read Kim MacFarlane's full review
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March 22, 2019

Oracle Service Cloud Review

Score 3 out of 10
Vetted Review
Verified User
Review Source
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.
Oracle Service Cloud is good for case management solutions wherein the case has a short age i.e. transactional in nature (password reset, issue with order etc...).
Read Manpreet Singh's full review
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March 21, 2019

Oracle Service Cloud and myPers for USAF

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Easy configuration out of the box for our government admin team to configure self-service actions.
Read John Schott's full review
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March 20, 2019

Customer Experience

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Incident history gives you a full picture of all customer interactions. Virtual Assistant has opportunity.
Read Christina Shortall's full review
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February 19, 2019

Oracle Service Cloud is Great for Customer Service!

Score 8 out of 10
Vetted Review
Verified User
Review Source
Oracle Service Cloud is only used by the customer service department. It is used so Academy Sports is available to talk with our customers in the manner they choose; email, phone, chat, or social. It allows the customer contact history to reside in one system so no matter who speaks to the customer next they will see how they have been helped.
  • It can create bulk mailings when customers need to be reached in groups after purchasing the same product.
  • Service Cloud can be scripted to respond to customers without any manual direction. For example, if asked where stores are located, the system can return the web page with that exact information.
  • Reporting. The system comes with many canned reports but since the database architecture is not visible, it's difficult to decide how tables are related.
Oracle Service Cloud works wonderfully for a companies customer service groups because of how well it tracks history. It's great to be able to talk to a customer after understanding their last interaction with your company.
Read Sherry Key's full review
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March 22, 2019

Excellent return for the investment

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
If you're looking to streamline your process flows, prevent user errors through automation, and design your user experience to reside in a single seamless session, Oracle Service Cloud is the way to go.
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March 20, 2019

If you are looking for a speedy way to maximize your connection with your customers, this is it.

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Oracle is well suited for our environment as we manage service incidences. As we currently have it configured, we do not drill down to create any customer/caller profiles, which might be helpful for future implementation.
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April 20, 2019

Growing with Oracle

Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Well suited for customer service channels including email and chat handling.
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August 06, 2019

On cloud 9!

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
It has a huge amount of functionalities but it's still manageable and it's possible to manage and develop in house.
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March 21, 2019

Oracle Service Cloud: It Sure Does Work

Score 5 out of 10
Vetted Review
Verified User
Review Source
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
If your company already has a deep business relationship with oracle you can get it at a discount when it is contract renewal time for your other stuff!
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March 20, 2019

Struggles to keep up.

Score 1 out of 10
Vetted Review
Verified User
Review Source
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.
I can’t as I am currently struggling to support it with my business.
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March 20, 2019

My review of Oracle Service Cloud

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
It is the best solution for customer support. Very easy to scale and configurable by business admins. It allows the CS operation to work very efficiently in providing support. Integrations with our back end system was easy to set-up. Our agents now work out of one system for all their support needs with readily available information about the customer and actions to support.
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March 20, 2019

Cheers Oracle Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Very well suited for use by CS agents.
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March 20, 2019

Our journey with KA

Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
The automated workflows (Draft > Quality > Business > Publication) and default sun set dates allows us to automate a non-value added task.
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April 17, 2019

Great scalability and future-proof solution for omnichannel experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use it 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
It is strongest in the pure customer service arena providing an omnichannel capability, which can be extended, for a leading customer service function. Its self-service portal and the knowledge/answer base functionality is the strongest area we find.
It's less well suited to managing data mastering scenarios.
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April 08, 2019

The system that Technical Support needs

Score 10 out of 10
Vetted Review
Verified User
Review Source
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
As previously explained this is great system for case management. We can get the complete picture of the customer. Very helpful in terms of reporting.
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March 22, 2019

Great Product

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
It is well suited to serve customers with online answers.
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Feature Scorecard Summary

Organize and prioritize service tickets (52)
8.5
Expert directory (33)
7.5
Subscription-based notifications (38)
7.7
ITSM collaboration and documentation (32)
7.5
Ticket creation and submission (53)
8.6
Ticket response (53)
8.7
External knowledge base (46)
8.2
Internal knowledge base (53)
8.1
Customer portal (51)
8.5
IVR (20)
7.7
Social integration (29)
6.6
Email support (55)
8.5
Help Desk CRM integration (38)
8.1

About Oracle Service Cloud

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. According to the vendor, Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization’s service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

This flexible and scalable platform includes: Web Customer Service, Cross-Channel Contact Center, Field Service Management, Knowledge Management, and Oracle Policy Automation.

Oracle Service Cloud Features

Has featureKnowledge Management
Has featurePolicy Automation

Oracle Service Cloud Screenshots

Oracle Service Cloud Integrations

Everything on the Oracle Marketplace (75+ apps)

Oracle Service Cloud Competitors

Salesforce Service Cloud, Zendesk, SAP CRM Service Manager, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

Oracle Service Cloud Support Options

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

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