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It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …
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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Popular Features
- Ticket creation and submission (74)8.787%
- Ticket response (74)8.080%
- Email support (74)7.979%
- Internal knowledge base (74)7.777%
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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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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.
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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
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.
Salesforce Service Cloud, Zendesk Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Fusion Service.
Reviewers rate Ticket creation and submission highest, with a score of 8.7.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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(237)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
August 06, 2019
On 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.
87.5%
8.8
100%
10.0
100%
10.0
- We are able to standardize and optimize handling through buttons, workflows and standardtexts
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Service Cloud seems more agile
70
First level, second level and backoffice as well as mangement team
1
Knowledge of the business and users day to day tasks as well as Oracle Service Cloud functionality
- 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
Yes
Microsoft crm
- Product Reputation
- Vendor Reputation
no, I wasn't a part of the decision making process
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
We used Wipro to implement Oracle Service Cloud.
Yes
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.
Change management was a minor issue with the implementation
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
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
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
The few customizations was made by our implementer before we started using Service Cloud. We only have a few, like a custom field for an extra contact, related to the incident.
not at this point
Yes
It turned out, that it impacted all users, and Oracle then had to make a patch for it. That part took longer than what I could have hoped for, but they were very helpful in figurering out a way to work around the issue, which was rather small.
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
- 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
I don't know, but they have so far been really helpful
- File import/export
nope
I think it would be, to be involved from early on, to learn as much as possible from the get go
Yes
It went perfect
- Always get new functionality that inspires us to develope
- Agent browser knowledge
October 08, 2018
Oracle Service Cloud - Centralizing Customer Support Data Tracking and Communications
Our company utilizes Oracle Service Cloud for support case tracking, RMA processing and organizational communication for customer support cases.
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.
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.
78.33333333333333%
7.8
85%
8.5
56%
5.6
- Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
- Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
- Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
The only software I have used in the past, at another employer, that comes anywhere close to this functionality was Zendesk. It is not a direct comparison as Oracle Service Cloud offers much more than Zendesk's basic support ticketing and communications. At the scale and volume at which we communicate in my current company, Zendesk would be outside of its capacity.
Most of the users of Oracle Service Cloud in our company are in the support and RMA departments with some administration access for data tracking and case referencing.
2
We have two dedicated database and application specialists that maintain our information structures, configure access and offer support for the rare instances that the software is not functioning properly or requires an update.
- Support case tracking for integrated partner trouble tickets
- Ability to process reports to determine trending in particular products that might have a widespread issue resulting in more support case volume
- Tracking of integrated partner cases to help determine possible need for more training or additional services to assist their ability to better help themselves on reoccurring support issues.
- Integrate support ticket information into a searchable web interface that allows end users to find previous support tickets so they may reference previous solutions to what they may be currently experiencing.
- We are looking at possibly integrating into more social media outlets and if Oracle Service Cloud can offer a smoother integrating into that process, then the ability to tie it into our existing dataset would be preferred over other options.
April 02, 2018
Oracle Service Cloud
We use the Oracle Service Cloud for chat, email and social monitoring. We also use it for incident management. With incident management, we have been able to prompt the agent for specific information from the customer and then send the information to our tier 2 team to complete. We also use the customer portal to give the customers easy access to self-help online through our FAQs.
- 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.
95%
9.5
90%
9.0
76.66666666666667%
7.7
- Oracle Service Cloud has improved our tier 2 teams efficiency.
- Having all of the customer interactions in one place for the agent allows the agent to best service the customer.
We found that the Oracle Service Cloud far outperforms other similar products. The ability to do chat, email and social monitoring in one platform gives our agents a unified view of the customer.
248
The contact center for customer service.
5
We have two knowledge manager who supports the FAQs. We have 2 people who support the agents with day to day issues and requests, resetting passwords, unlocking accounts etc. We have a developer who supports all of our integrations, business rules, upgrades and automation.
- Chat
- Emails
- Incident Management
- We use the APIs to automate emails to customers based on order status.
- We use the APIs to manager our tracer process with our carrier.
- Bringing all customer data from our different order management systems in Oracle for a single view of the customer.
January 06, 2014
Oracle RightNow: the Cadillac of CRMs
Score 8 out of 10
Vetted Review
Verified User
- 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.
- 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.
The decision was made well before my time but I know that eGain was one of the others evaluated.
For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
500
Mainly customer service agents (including hundreds of seasonal agents). We also have product quality people looking at feedback, and analytics people examining statistics.
3
1) CRM administrator.
2) Analytics person.
3) It's REALLY helpful to have someone who can administer the portal and portal development.
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.
Yes
It replaced Kana many years ago, when the nature of Kana's offering changed.
- Price
- Product Features
- Product Reputation
- Vendor Reputation
- Implemented in-house
- Professional services company
We've had Helix Solutions (who specializes in RightNow) do some work before. Other aspects of it, we've done in-house.
Yes
We integrated based on function: chat separate from email, for instance. It was pretty straightforward.
- Every bit of it seemed to be more complex than anticipated, because of the interdependency of all the components. (Each part affected other parts.)
Yes
We are a large-scale operation and need quick response.
Yes
Some of the trickier inquiries take some time to resolve; but RightNow's system of escalation is very clear and easy to understand. They will keep working on an issue until it's resolved. I've never, ever had an inquiry or incident disappear.
Oracle is exceptional at escalating support to the proper party. Sometimes it can take some time for the really tricky inquiries; but their resolution rate is nearly 100%.
- 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.
Yes, but I don't use it
December 18, 2013
Review of the RightNow Knowledgebase
Score 8 out of 10
Vetted Review
Verified User
- 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.
One of OLDI's partners, Rockwell Automation, uses RightNow for their Knowledgebase. Since the two companies share many of the same customers, it made sense to explore Rockwell Automation's solution.
5
Support engineers created and edited answers, and referenced them when assisting customers.
Other employees (developers and IT) did the back-end customization and maintenance.
Other employees (developers and IT) did the back-end customization and maintenance.
2
Most of the system can be customized by changing menu selections. Anybody with the ability to grasp the software capabilities, and work with RightNow support to determine which settings to change, can do this.
Some of the back-end things needed to be changed by a developer who could do coding.
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.
Yes
We replaced our old Knowledgebase because it's searching capabilities were limited.
- Product Features
- Product Usability
- Positive Sales Experience with the Vendor
- Third-party Reviews
The software worked!! Before switching to RightNow we had tried to switch to a different Knowledgebase. However, it had so many bugs that we could not consistently create a simple Knowledgebase answer with URLS, some bolding, and some bullets. Thus, we had to abandon the project. Before committing to RightNow's Knowledgebase, RightNow gave us a "sandbox" to play in so that we could verify the software worked as expected.
If we had initially insisted on "trying before buying" we would not have wasted time with the first vendor we selected (and then abandoned).
- Implemented in-house
No
Change management was minimal
- 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.
No
Did not know it was an option
No
Although it was a cumbersome process, we were finally able to purchase several hours of time with a RightNow application engineer. HE WAS EXCELLENT and showed me ways to achieve things we needed that support had told me I could not do. For instance, since we could not filter out our company employees from the report statistics, he showed me how to implement ClickStreams reports, and this helped solve our needs. Prior to this, we had no knowledge of this option. The consultant we worked with during our initial setup had not mentioned it. Neither had RightNow support, but to support's credit, they were just answering the specific questions I was asking.