- Oracle Service Cloud provides some self service capabilities which allows the clients to build some support sites which offer guided assistance to some of the frequently asked questions.
- The product allows connecting with the customers easily regardless of the medium or channel they are using to connect with the business.
- Customization of the product is not well supported, hence one needs to come up with out of the box ideas to cater to the business requirements.
- The tool has lesser documentation available online so it makes much more difficult to understand all the salient features of the product and implement it.
- Captures a lot of data - the information helps management understand customer sentiment, peak hours, and agent behavior
- Can be configured and customized heavily
- The .NET desktop agent desktop is pretty clunky (installation issues, really outdated UI, performance issues if you do too much customization). I recommend you use the Browser User Interface instead for a more modern experience for your agents and admins (Oracle seems to be trying to add the entire feature set from the desktop version to the browser version of their agent-facing product, but it's not all there yet)
- Oracle Support is difficult and cumbersome. You will have an uphill battle on your hands any time you need assistance (and since the product is so customizable and complex, you WILL need assistance!)
- May be a bit of a repeat, but this is a complicated beast of a product. There are black boxes littered all over the place. And you can see the "seams" where they've stitched together applications they acquired. Some modules are very clean and intuitive while others are stuck in the dark ages. The onus will be on you as the customer to learn how to wield the application.
But if you just need a product that provides one or two new channels, I think there are other products that can do those jobs better.
For the most part, this application is utilized primarily by technical support services, although the RMA department, customer support and administration will access it for various information gathering purposes.
We utilize full email services that allow incoming communication from customers as well as chat services to offer online support options for cases that might not require a full support phone call.
- Case note tracking. For our products and customers, and the associated support issues we face, case notes are vital. Oracle Service Cloud centralizes everything in one place.
- Online chat services. The ability to field multiple support cases simultaneously and integrate that into the database automatically is vital and streamlines that aspect of the support process.
- Integration with our SAP RMA database which allows the entering of data into that system through the Oracle Service Cloud interface. This minimizes the need for multiple apps running to facilitate the combined tasks into one support software.
- I do not have any cons for this software. It is a complex service tracking and communication software and requires some specific training in its use, but that is to be expected for what it is.
- great for customizing reports, dashboards, get the nitty-gritty details you need.
- serves as an excellent customer facing tool - we launched our customer portal making knowledge base, case historic records available for customers and they love it.
- ability to integrate with many other applications/services
- co-browse has latency and intermittent issues, this often is seen as a downside of otherwise a great tool to troubleshoot and assist customers
- content editor for answers is somewhat complex and either take some time to get to know it and use the best of it, not as user-friendly as one would expect.
- Every business is unique in many ways but especially on internal processes Oracle Service Cloud can adapt to pretty much every need you can imagine
- Somethings require development but regular tech support doesn't help on developments or customer customizations
- As it gets bigger and bigger a lot of great things become "add-on" items available for purchase with your contract
- Advanced Reporting features. I can very quickly create a report to look for trends, highlight values with conditional formatting, pull in other data sets, link the report to other reports in the system so that I can open the data in another view, filter by a specific manager's employees or really anything else I can think of, and export the report to Excel.
- Workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.
- Ease of use for first time admins. This is a GUI interface where I can drag and drop things where I want. There's a lot of logic involved with flowcharts and rules to ensure that incidents go where they are supposed to, agents only see the correct items, information is gathered when necessary, etc. but I do not need to have any development or coding experience to use it. There's also a plethora of documentation available to guide you through your first implementation.
- The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available.
- I can create custom fields to extend the out of the box tables, but my sizes are limited and I cannot create a hierarchy in the custom field like there are for out of the box fields.
- The system is still trapped in a 2000s design and there's not a lot that you can do to make it look more modern. We have added images, color backgrounds, colored title bars, colored buttons, etc. but we are limited in what we can customize. For example, the button color, font, and font size can be changed, but not shape, drop shadow, highlight on click/hover, and other features that you would have access to if building a website with CSS.
- Customer portal allows for easy management and customization of the end user pages to deliver our FAQs.
- Intelligent chat and email routing allow us to get the customer to the most experienced agents.
- Incident management allows us to collect all the pertinent information from the customer and send this information to our tier 2 team to be completed.
- Social Monitoring is a little lacking and needs to be more robust.
- The Chat Functionality add another avenue for customer interaction
- The ability to build out Workspaces and Workflows for our Agents.
- The Messaging functionality to send auto-responses and surveys.
- Workspace development drag and drop functionality
- Some difficulty in using the sizing of areas in the Workspace development functionality
- Some difficulty in running reports occasionally that require additional database joins and filtering to get the report to run
- Best of breed knowledge base. It is even better now that it offers knowledge foundation and knowledge advanced for companies with very large and complex kdbs that have multiple sources.
- Chat with engagement engine is very powerful allowing for a proactive chat to pop based on specific criteria.
- Workflow is very easy to use, no programming experience needed. A business analyst that can follow a Visio diagram can build workflows.
- Chatbots are on the roadmap and are coming so I wouldn't really call it missing.
- Browser UI has really matured but there are still a few features from the application that are on the roadmap.
- Customer portal customization and design to be simplified.
- To embed co-browse in the core functionality of the product and not an add-on.
- Provide more guideline on incorporating API's.
- The Oracle Service Cloud is very easy to customize to fit almost anyone needs
- The reporting UI is so powerful and you can do a lot using the report management tools
- Being able to make changes on the spot and roll them out to production in most cases are simple and take few minutes
- The rules within the workspace are very powerful and enable you to do almost anything
- You cannot assign a custom filed to another custom field value in rules
- The staff account cannot have more than 1 profile for chat routing
- You cannot use custom fields and customer objects in guided assistant
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
- Key Strength: Provides a rich SAAS application that allows an organization to have a self sustained CRM application; Rich workspace and workflow components; Provides rich survey creation tools; 100% integration with voice, chat and email;
- Provides ability to build rich integrations with a variety of assets within an organization. BUI or Agent Desktop -an application that sits within the firewall provides unique ability to add "add-on" feature to the product to provide rich agent experience.
- Uses common industry standard technology APIs such as .NET, PHP, REST, SOAP and many more. What does this mean? This means - easy availability of skill sets and easy maintenance of the application. Oracle Service Cloud does not use any proprietary technology unlike Salesforce or other cloud products.
- Inbuilt CTI adapters could be very helpful for customers. This will prevent customers having to engage 3rd party vendors to build CTI tools.
- Workflows can be cached and can run much faster.
- Custom Process Model - can be more "programmer" friendly than how it is today. This can be developed in a more wizard-based "declarative" programming approach.
Oracle Service Cloud is not a well-suited tool for sales yet.
- The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers.
- Managing the local client application has provided challenges in our organization. We would prefer to work entirely web-based in the cloud, which is why we are eager to transition to the newer Browser User Interface.
- It's a wonderful one-stop shop for everything customer service related.
- Has an amazing tool for knowledgebase that is extremely adaptable for use internally with agents and externally for consumers.
- It's entirely customizable--if you can dream, you can do it.
- Knowledge Base archiving is needed.
- Improved visuals for internal knowledgebase usage.
- It seems to be intended for a more email based response team than ours is--I'd like it to be a little easier to adapt to contact centers that are more phone based.
- Automatic routing of tickets to the right queue/team based on keywords and categorisation
- Knowledge base native link to incident management allowing quick find of FAQ to answer customer's issue
- Easy creation of reports using drag and drop designer canvas
- Co-browse should be totally integrated without the need for setup in different application or configuration
- Full-blow release manager and version control is missing
- Integrate our military human resources database with CX.
- Rules-based workflow for incidents. And manages knowledge content on the CP page.
- Mass email marketing through the use of campaigns.
- Increase the size of custom fields and objects.
- Omnichannel support
- Extremely short time to market due to many handy features available
- Integration flexibility with other external systems
- Rigid agent desktop
- Not so good reporting engine
- No DECIMAL FIELD
This product replaced an expensive, in-house, and difficult to change large CRM systems. We now have a great, easily configurable CX Platform that allows being agile with changes and insightful with why our customers are calling. Never before have we been able to understand our business in relation to so many different facets of our operations.
- We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen.
- In the cloud!
- Easy for non-technical people to manage.
- The ability to influence changes in the product is hard. There are lots of solicitation for product feedback, but very few suggestions make it into the product. The smaller suggestions, that could make an admin's life easier are rarely entertained or implemented. Larger scale suggestions wind up in the product and are either an upcharge or over complicated and don't feel natural to the product.
- Support can sometimes be a challenge to work with; squeaky wheel will get the grease.
- Moving to an agent web browser interface has taken a long time and has moved the focus off of innovating.
Not appropriate for organizations that are not comfortable being in the cloud or have high data security policies. Implementing in a shared or semi-shared environment could cause you to not be able to take full advantage of the application.
- Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.
- Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.
- Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.
- Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated.
- Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon.
- Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now.
For a sales team, the opportunity management module will work for basic sales scenarios, but if you have a complex sales/quoting process or want to focus on lead management, Oracle CPQ or Oracle Sales Cloud is probably a better fit.
- The survey tool is highly customizable and allows us to maintain our surveys in line with surveys delivered by other parts of the business.
- The analytics reports are quite customizable as well, as long as you know to delve into what the data definitions are. Using PHP scripting, you can get data that is not generally available out of the box.
- Workspaces and workflows are relatively easy to customize for admins. They do require some critical thinking and the ability to see big picture, but generally can be customized without the need for IT help.
- The reports module chokes on excess data, but there is easy way to export data, or report on archived data.
- Co-browse is of such limited scope that it is all but unusable for a tech heavy company.
- The documentation is often sparse and at times misleading. Oracle have taken steps recently to try to improve this.
- Oracle touted Social Monitor and social is a growing channel, but Oracle has unilaterally just deprecated Social Monitor.
Oracle Service Cloud Review: "RightNow is the reliable system for the enterprise and customer facing users"
- The process by which RightNow manages the creation, authoring, publishing, and management of the knowledge system.
- Reporting - extensive reporting capabilities.
- RightNow has the ability to "self-learn" from an AI like service. In doing so, users take advantage of what has worked well for other users and the amount of nebulous information is greatly reduced.
- Support for multiple languages.
- The implementation of RightNow knowledge is a rigorous task. I think the professional services required for implementation needs to be improved to make the transition easier.
- It does an excellent job of organizing our customer surveys and providing NPS.
- It organizes our customers into the various groups that directly support them.
- It does a good job at letting us know how our support center reps are doing.
- New patches and updates from Microsoft tend to have negative effects on service now. For example, the latest Windows update is causing any new Incident to show up with zoomed in font. Always need to CTRL-0 on every incident to see it correctly.
Oracle Service Cloud Scorecard Summary
Feature Scorecard Summary
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 Screenshots
Oracle Service Cloud Integrations
Oracle Service Cloud Competitors
Oracle Service Cloud Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Oracle Service Cloud Technical Details
|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|