Overview
What is Oracle Fusion Service?
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for…
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Why Oracle has to innovate
Great platform to manage Customers
Oracle Service Cloud Easy of Use!
Oracle Service - Provides 360 degree view
Not the right fit but good for others
A polyglot review of Oracle Service
Product with a lot to offer for CX-Service needs
Oracle Service is simple to use and configure.
Oracle Service review
We have used customized …
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Powerful customer service systems and contact center apps
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Popular Features
- Ticket creation and submission (74)8.888%
- Ticket response (74)8.080%
- Email support (74)7.979%
- Internal knowledge base (74)7.777%
Reviewer Pros & Cons
Pricing
What is Oracle Fusion Service?
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.
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Product Demos
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Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 7.4Organize and prioritize service tickets(73) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.5Expert directory(53) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.5Subscription-based notifications(57) Ratings
Users subscribe to notifications for ticket updates
- 6.7ITSM 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.
- 8.8Ticket creation and submission(74) Ratings
Users and agents can easily enter new support requests.
- 8Ticket response(74) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 6.9External knowledge base(65) Ratings
Customers can self-service by searching through help articles.
- 7.7Internal knowledge base(74) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 7.5Customer portal(69) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7.6IVR(35) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 4.8Social integration(46) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 7.9Email 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.
- 8.6Help Desk CRM integration(54) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
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
Oracle Fusion Service Video
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
Comparisons
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Reviews and Ratings
(237)Attribute Ratings
- 10Likelihood to Renew9 ratings
- 10Availability1 rating
- 9Performance1 rating
- 10Usability5 ratings
- 10Support Rating7 ratings
- 9In-Person Training1 rating
- 9Implementation Rating4 ratings
- 9Configurability1 rating
- 10Product Scalability1 rating
- 5.8Ease of integration11 ratings
- 6Oracle Implementation Satisfaction1 rating
Reviews
(1-4 of 4)On cloud 9!
- 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.
- Organize and prioritize service tickets
- 70%7.0
- ITSM collaboration and documentation
- 80%8.0
- Ticket creation and submission
- 100%10.0
- Ticket response
- 100%10.0
- External knowledge base
- 100%10.0
- Internal knowledge base
- 100%10.0
- Customer portal
- 100%10.0
- IVR
- 100%10.0
- Email support
- 100%10.0
- Help Desk CRM integration
- 100%10.0
- We are able to standardize and optimize handling through buttons, workflows and standardtexts
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
- 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
- Product Reputation
- Vendor Reputation
- Third-party professional services
We started out with our design phase.
Then we had our UAT phase where we also made sure our system was approved in the market.
Then we went live and started adding customers.
Our project manager and the rest of management was responsible for the change management.
Unfortunately the business wasn't included enough which has given a few bumps on the road. So an important lesson is, that when implementing a new system, it's key that the entire business and all of the management team is backing up.
- It was change management related, due to lack of communication
- In-person training
- Self-taught
Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along.
Later on we started exploring by our selves.
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.
I guess a 10 would be if everything was just perfect - or more than perfect - all the time.
I think we get the help we need, when we needed, but usually we are able to solve issues and challenges through our partner and implementer or through the Oracle Customer Connect forum.
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
We have never had any down time, slowness or anything.
Any error or instability that has occurrred has so far has been caused by user errors.
We have never had issues with downtime or it not being available.
Upgrades and maintenance also happens in weekends or at night.
- Our phone system
- Oracle CC&B
Integration was performed by our implementing partner but it is in the lighter end of integrations.
Our phone system creates a call task when ever agents answer the phone, and all our customers in Oracle CC&B are sync'ed to Service Cloud where they can be used as contacts.
- Not at this point
- File import/export
- Always get new functionality that inspires us to develope
- Agent browser knowledge
Oracle Service Cloud... two years of mixed feelings
- 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.
- Organize and prioritize service tickets
- 70%7.0
- ITSM collaboration and documentation
- 40%4.0
- Ticket creation and submission
- 80%8.0
- Ticket response
- 80%8.0
- External knowledge base
- 80%8.0
- Internal knowledge base
- 50%5.0
- Customer portal
- 80%8.0
- Social integration
- 10%1.0
- Email support
- 10%1.0
- Help Desk CRM integration
- 40%4.0
- last year we rolled out a 2.0 version of a customer facing application and migrated our customers to it. The standalone cobrowse product from Oracle Service Cloud made this process significantly smoother
- We hear from customers regularly that they appreciate having the ability to chat while they're inside our app.
- In using the Feedback component during chat sessions, we're able to quantify customer sentiment and find where we can streamline processes and departmental handoffs.
- We've had to spend a huge chunk of time and money on maintaining Oracle Service Cloud, not worth it compared to the value we get out of it as an organization. I spend close to 70% of my time handling it (surprise data purges, overzealous spam filtering, performance issues and crashes, Oracle releasing updates that break things like cobrowse within chat and click-once installation, even just grappling with Oracle Support can be a full time job) and since we only use chat and cobrowse, it's hardly worth it.
Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job.
- Standalone co-browse - it's consistently intuitive for end user, agent, and administrator
- Basic reports - if you have some BI/report writing experience, you can easily figure this out (however the tool is OTBI so it's very limited) and it comes with a lot of canned reports that are easy to copy and customize
- Editing workspaces (the UI where your agent will interact with a ticket, a chat, the knowledge base, etc) is so clunky.
- The rules engine in the .NET desktop version is unforgiving . First, from a UI perspective it's just scary. I've seen the demo of the Rules 2.0 on the browser UI and it looks a lot better, but frankly, the bar was pretty low! Second, it has some squirrelly way of writing escalation rules that just makes no sense - we hired an Oracle Consulting expert to write those rules and she got stumped too. Also it has some missing features like ability to export... we and a lot of customers have pretty extensive rulebases, it's hard to view everything on the screen the way we need, so an export would be nice.
- Setting up profiles and navigation sets (just to control user permissions and views) is a headache.
- Managing spam and other filtering of emails (if you connect your email channel to Service Cloud) is awful - you have three or four places you have to check for filtered emails including a third party vendor portal. And there's not a lot of detail, and none of the various portals has an intuitive user experience. I had to ask Support several times how to do something simple like throttle down my spam filter.
- Submitting tickets to Oracle Support - their own portal is slow, complex to navigate, and the dropdown options that I HAVE to fill in make no sense to me. Takes me at least 20 minutes just to fill in their form before I can write up my actual issue. And then I always have to specify that i did in fact read the article in the knowledge base or they will just send me a link to their crappy documentation.
- Lots of little nooks and crannies, such as if you want to add a chat queue, you'd have to add the queue to a customizable list, then you'd have to add it to each profile (a group of users) so they can access it, and then you'd have to make sure it was written into your rulebase. It's easy to get lost.
- Administering the product environments (upgrades, interfaces, mailboxes, utilities, etc)- some of this is done from the console, some is done from a portal called Configuration Assistant, some is done from their Support Portal, and I think there are a couple other portals I'm forgetting. None of them have single sign on, and heaven help you if you need to be on a PCI or HIPAA pod, because then there's even more complexity to logging into their various portals. So if I need to do something simple like check when the Techmail utility was last run, I go to portal A. Then if I see it's not running I have to go to Portal B to find out if it's enabled.
Oracle RightNow: the Cadillac of CRMs
- Handles and prioritizes emails, chats, and incidents well.
- Very extensive help documentation and support.
- Well-organized considering its complexity.
- Robust in handling different agent skill sets and permissions.
- Various aspects of service integrate well (e.g. knowledge base and incident handling).
- Frequent upgrades that are very thoroughly supported.
- Very robust and customizable analytics..
- I'd like to see agent skills switched to be agent-based rather than profile-based. (Supposedly this is coming in a future release). Under the current setup, agents are assigned to profiles in a many-to-one ratio. Each profile represents a combination of skills that the agent handles. This limits agent permissions to profiles... we can't just add "Skill X" or "Queue Y" to an agent without creating a unique profile for them. It would be much more scalable and agile to customize skills for each agent... that way, for instance, an agent could get trained on "Skill X" and then start getting emails from the "Skill X" queue while their untrained-for-X peers wouldn't.
- Better tutorials for absolute beginners. (The tutorials are there; but I mean tutorials for absolute first-timers.)
- Support is thorough, but for complicated issues it can sometimes take several rounds of back-and-forth.
- Analytics are robust, but not intuitive, and absolutely require training.
- RightNow does not currently have an easy way to integrate with some of the big WFM (workforce management) players in the space, without very extensive (and expensive) custom consulting work. Our phone vendor can do it for a few $k. But RightNow can't. This is an increasingly important trend and the lack of an API for this is a big weakness.
Other tips: definitely have someone be in charge of analytics, and then send them to the Analytics training course. Expect extra time (and cost) for integration or implementation, because things are always complicated at this scale. And when designing layouts and workspaces, consider foremost the agent experience. Ask the agents what they need and use, and work from there... rather than deciding what they need and then forcing it upon them. Find this out, address it, and then constantly re-evaluate against it.
As I've mentioned elsewhere, a big weakness is that it does not have an API to integrate with common WFM (workforce management) applications. If you're going to need this, this could be an issue. I've dinged it points for this.
- It is essential for our large-scale customer service operation. It scales well based on load.
- Provides us with accurate metrics to measure employee productivity and customer satisfaction.
For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
2) Analytics person.
3) It's REALLY helpful to have someone who can administer the portal and portal development.
- Answering, routing, and prioritizing customer chats.
- Answering, routing, and prioritizing customer emails.
- Extensive knowledge base and help center capability.
- I've used Custom Objects to build a feature that tracks operational incidents (external to RightNow), and how they impact RightNow incidents.
- We are looking into sales/marketing features for the future.
- Price
- Product Features
- Product Reputation
- Vendor Reputation
- Implemented in-house
- Professional services company
- Every bit of it seemed to be more complex than anticipated, because of the interdependency of all the components. (Each part affected other parts.)
- Agent account setup.
- Business rules and routing.
- Mailbox setup can be tricky.
- Product/category setup and linking has some peculiarities that are essential to know.
- Customer Portal (all the customer-facing end-user pages) is really tricky and cumbersome and is the most difficult part of maintaining RightNow.
Review of the RightNow Knowledgebase
- The Knowledgebase searching capabilities were much better than the previous system we used. In addition to searching the body of the answer, it will also search the first several hundred unique words of the attachments.
- The software is very flexible. Almost everything is customizable.
- You can get very detailed reports concerning which answers and attachments are looked at, and by which customers, each month. This data is only kept for 30 days, but you can setup rules to automatically export the reports to files that can be emailed.
- Customers can "subscribe" to get notified if a specific answer gets updated, or anything in a particular category is created or updated. When you update an answer, you can decide if you want to generate a notification to subscribed customers. For example, if you are just changing the grammar, you won't want a notification to go out.
- You can easily add links to other answers within your answer. This prevents you from having to duplicate information in various related answers.
- The Knowledgebase has a feature where it will suggest other related answers for you to look at. The problem is that there is no way to limit the suggestions to the category you are currently in. For instance, if the customer is looking at notebook computer answers, the system will suggest answers in a server or modem category. This caused a problem for us because when customers were looking at answers related to a current product, RightNow would recommend answers that were associated with legacy products we no longer sold and thus didn't want to advertise. Because we could not limit suggested answers to the same category, even after consulting with RightNow experts, we had to turn this feature off.
- RightNow has a lot of great reports that show answer statistics -- how many times each answer has been viewed each day/week/month, etc (however you configure the report). However, they don't have a way to add an IP address range to ignore, or a company name to ignore, so that you can filter out internal company views. We wanted to know how many customers viewed answers vs seeing reports that lumped our support personnel statistics in with customer statistics.
- RightNow doesn't automatically filter out SPAM IP addresses in their reports or access counts. We suddenly noticed that the numbers on our statistical reports had increased from previous months. When I explored the huge increase with RightNow, I found out that known spammers had been hitting our site. Rather than RightNow filtering out the IPs at a corporate level, each customer has to monitor for spamming hits and individually enter in the IP addresses into their configuration software to get them excluded. We were frustrated because this requirement/process was not communicated to us when we started using the software. Thus, we had a couple months of useless statistical data (RightNow was unable to go back and filter the spammer data from our reports. However, they did give us a credit on our monthly usage).
- As an administrator of our Knowledgebase, I wanted to be notified whenever anybody edited an answer, vs just getting a notice when a new answer was created. RightNow support engineers told me this was not possible, so I had to manually scan reports a couple of times a month to see which answers changed. I wish there had been a way to get an automatic notification the same day an answer was changed so that I could review it in a timely manner.
- Our customer service was greatly increased once we switched to the RighNow Knowledgebase because it was easier for customers to find needed information. The ability to search attachments contributed to the search improvements.
- Because each answer has an ID associated with it, we could tell a customer to just search for answer ###. In our old system, we had to tell customer to look for specific key words, and if they mis-typed something that would effect the search results.
- The Knowledgebase comes with a mobile app. This made it easier for our support engineers to assist customers while they were away from the office.
Other employees (developers and IT) did the back-end customization and maintenance.
Some of the back-end things needed to be changed by a developer who could do coding.
- Customer support -- provide answers to common questions about our products, so that customers could search the Knowlebase vs opening a ticket with support
- Assisting support engineers -- often our engineers would search the Knowledgebase when assisting customers
- Promoting products -- OLDI's website lines to product brochures and instructional videos that are included in the Knowledgebase
- Storing firmware/software updates -- when OLDI updates software or firmware, the updates are included in Knowledgebase answers so that customers can easily access them. A link to the answer can be easily sent to a customer.
- Product brochures used to be stored both on the company website and in the Knowledgebase. Now, the company's website simply links to the appropriate Knowledgebase answer.
- In the future they might explore implementing the Chat capability.
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
- Third-party Reviews
- Implemented in-house
- The company RightNow recommended we hire to provide us training and setup advice was not very knowledgable. After I leaned the product I realized that much of the advice they gave us was incorrect. Also, there were many things they should have told us to do that they didn't. For example, they knew that searching attachments was important to us, but they didn't tell us that this searching was not automatic. There was a hidden checkbox we had to check for each attachment we wanted searched. It was time-consuming to go back and check the boxes after-the-fact (once we realized our attachments weren't being searched).
- If I were to do it again, I would pay the extra money to hire RightNow consultants vs an external company during the implementation.
Once we finally connected with RightNow staff, they were very knowledgeable