OFSC - experience
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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September 09, 2023
OFSC - experience
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time tracking and parts ordering
- Call Scheduling
- Route optimization
- Good user interface
- OFSC apps needs improvements
- Difficult to do customization for organization need
- Too many frequent changes
May 11, 2022
Hybrid Oracle Blend
Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the services delivered. After that, you compare in time to visualize not only the past, and present results, but most importantly how to improve them. This process takes time, as the more different data and new entries, the more areas to generally expand. This is being done by controlling and monitoring Oracle Service given information. This information requires some special capabilities, like storage cloud availability, and contingency plans to cover unexpected trends that might not be considered when recording an amount of information. Oracle Service is in simple words, the foundation of expanding services while being effectively accurate.
- Incorporate
- Founding
- Accessibility
- Controlling
- Monitoring
- Expanding
- Refine algorithm
- Unnecessary data
- Trivial expectations
April 04, 2022
Rocking
For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to allow the customers to easily access end-user front-end pages.
- Incident management
- Workflow management
- Reporting
- Business rules
- Automated profile permission selection and copy function
- Improved user account security from accessing other account content
- Customer portal pages using latest Devops function
- Better automated migration support from one instance to another
December 27, 2021
Great platform to manage Customers
Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a part of the Oracle CX Cloud service that captures 360-degree views from a customer's perspective. It helps in eliminating customer uncertainty and offers customization as well. Integrating the service is quite easy that enables the business to be up and running in less time hence, we have implemented Oracle service in our organization.
- Workflows
- User friendly User Interface
- Customization is possible
- Integration is easy.
- Easy creation and management of tasks,
- Little bit dull UI.
- Forecasting is not possible.
- Basic tool
- Lacks looks and feel at console level as well.
October 21, 2021
Oracle Service - Provides 360 degree view
Oracle Service that was previously known as Oracle Service Cloud is a part of Oracle CX Cloud Suite that basically helps in capturing a complete view from every angle in a unified way. Based on the requirements from the client, we have implemented Oracle Service in our organization. It is basically a fully integrated, multichannel feedback solution at the enterprise level that helps to track and measure the criticality of a customer. It even provides customization possibilities and integration is quite easy.
- Designing of Reports.
- Chat
- The ability to search is powerful.
- Creation and management of tasks is very easy.
- Data Retrieval from the CRM is quite easy.
- Login at the console level is little slow.
- Graphics can be improved.
- Basic tool, lacks some features.
July 29, 2021
Product with a lot to offer for CX-Service needs
As a consultant, I have implemented Oracle Service for different clients from different domains to fulfill their customer service requirements.
- Very extensive reporting feature
- BUI is very agent friendly and easy to use
- Customer Portal is customizable to a huge extent
- Business rules, extensions, configuration helps the user to customize application to any extent
- Readily available REST and SOAP API
- Customer portal is still working on old YUI
- SLAs need more improvement
- Customer portal standard search widget needs improvement
April 15, 2021
Love it and want more of it!
We are using Service Cloud to track our install base and any kind of service calls needed within our install base. We have both software and hardware, as well as professional services, but we are tracing the two former and tracking entitlements via service cloud.
- Definitely does a great job of tracking entitlements.
- Very clearly can track the physical location of hardware.
- Very capable of tracking service calls, as well as billing opportunities from those calls.
- Better integration capabilities, bi-directionally, with ERP tools.
- Time entry is good, but it doesn't share well with PSA tools.
- UI can be cumbersome, especially when getting deep down into assets.
[Oracle Service (formerly Oracle Service Cloud) allows for] one single platform with the power of customer service systems and contact center apps that facilitate web, social and customer contact center services in a single workspace so that the marketing and customer support teams doesn't need to invest in several other applications in order to be able to manage the support efforts.
- We can access the best-in-class features for cross-channel contact center management amd field service management.
- It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
- Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.
- The process of customizing the program and creating segments is complex and it takes some time to get used.
- Updating users when the sytem is scheduled for maintenance
- Users may need to have technical knowledge to use the features fully.
December 04, 2020
Oracle Service Cloud is Excellent for a Call Center
We use the Oracle Service Cloud for tracking phone calls, transfer incidents between departments and for reporting. We also use it to provide knowledge to our customers as well as our agents by using Knowledge Advanced.
- 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
November 29, 2020
A world-class customer engagement platform for all organizations.
Oracle CX Service [(formerly Oracle Service Cloud)] is an enterprise engagement platform that goes beyond solving customer issues in a contact center and takes the interactions with clients and stakeholders into another level allowing purposeful interactions. We use the platform in the whole of our organization where it allows to interact with our clients from a single hub irregardless of the means they are using whether through contact center, web or social media. It has helped us boost our interactions with clients and build our customer base due to its effectiveness and simplicity in usage.
- Its offers a social interaction platform that allows us to maintain contact and engagement within our various social media accounts and within our website.
- The process of adoption and deployment is instant and this ensures simplicity in its usage within our departments much to our benefit.
- Comes with self-service feature where our customers are able to obtain help and support on their own and this brings convenience and comfort to our clients.
- The pricing of the platform may not favor small users who may wish to expedite the usage of the platform in customer engagement.
- We have not had major challenges but a few of our staff had a steep learning curve in the initial stages of using the platform.
April 08, 2020
Moving from standard Oracle ERP to Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
We use Oracle Service Cloud for all of our customer interactions, field dispatch, and ordering. This allows our users to search quickly for information and gain valuable metric information via reporting. We also use the email functionality which is helpful for tracking interactions from start to finish.
- Searching
- Report customization
- Automation
- Better email (tech mail) customization options
- Better order management integration
- Different ways of associating contacts to multiple accounts
September 10, 2019
Oracle provides an efficient and productive Cloud Service
Oracle Service Cloud is the platform we use throughout the company to manage our information and content exchange services with suppliers and customers. Oracle Service Cloud drives collaborative work among employees without technical complications. It makes it possible to share dynamic content, in addition to having a social media call center. Intelligent interaction adapts very well to the dynamic and collaborative work of our department.
- It has an easy-to-use interface with very useful interaction channels, such as chat, social networks, communities, video chat, IoT, etc.
- It is very easy to customize and configure both the agent desktop and the client portal.
- Oracle Service Cloud has the ability to quickly create efficient workspaces and workflows.
- Email support is one of the strengths of this platform.
- It generates the possibility of communicating with the client across all possible channels.
- It provides live chat, which works efficiently to communicate quickly and without complications.
- Not all communication channels work as expected.
- Its cost must be evaluated in relation to the functions it offers.
- Lack of specific knowledge in the use of this service.
August 26, 2019
Could use some improvements
OSC is being used by our sales, marketing, and customer service teams. The platform is being utilized as a CRM system as well as a ticketing system for customer service. As we implement OCC and CPQ into our new e-commerce site OSC will act as a data storage for our contacts and organizations. Our goal is to have OSC be the main system for emails and customer communications as well as a large database with important current and potential customers going forward.
- Holds and organizes companies and contacts within those companies for our sales and marketing team to access and store.
- Has an easy-to-use ticketing system to make improvements and report errors.
- Has the ability to become our main source for customer emails and a knowledge database that our customer service reps can use while on the phone or assisting a customer in a chat online.
- It is very difficult to create new reports or change workspaces. When you log in, the interface looks very dated and many of our employees find it difficult and eventually stop using it altogether
- No mobile application for our sales team to use. Because of this, they do not enter the quality of notes that we would like. Our sales team then views entering all of their meetings notes once they get back to their computer as a hassle and some stop using it.
- The email campaign is complicated and slow. We have stopped using it all together because it is difficult to use and requires so much setup. We have now found a free email site we can use that saves us time and headaches.
August 26, 2019
Oracle Service Cloud from Administrator's point of view
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.
August 12, 2019
Oracle CRM Review
Oracle CRM is being used across the entire company, as a help desk ticket capture tool as well as an asset management system. Overall, the system allows us to coordinate Helpdesk instances with hardware deployments, and track all equipment deployed to all users. The tool has been immensely helpful in ensuring collaborative data collection between multiple departments.
- Flexible configuration.
- Reporting.
- Scalability.
- Ability to integrate with other systems.
April 20, 2019
Growing with Oracle
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
March 25, 2019
Oracle Service Cloud quick review
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
March 22, 2019
Excellent return for the investment
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
March 22, 2019
Oracle Service Cloud Review
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.
March 21, 2019
Oracle Service Cloud: It Sure Does Work
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
March 21, 2019
Service Cloud Administrator
We use in for our Customer Support team
- Knowledge base
- Chat
- Advance Routing of Incidents
- Analytics - We used to use EBS, which didn't have good reporting. Oracle Service Cloud has a lot of out of the box reports - incident reports, logged in staff accounts, first-contact resolution, etc.
- Advance Routing - Right now it's minimal. it's routed based on product skill. We'd like to add more parameters to advanced routing, such as based on customer.
- Integrate with Add-ins - The workspace performance is very slow.
- Knowledge search
March 21, 2019
Oracle Service Cloud and myPers for USAF
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.
March 21, 2019
Struggles 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.
March 21, 2019
Dynamic 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
March 20, 2019
That's just like, your opinion, man.
We user Oracle Service Cloud (OSC) across our organization in a global capacity. Most recently, we've been using OSC to provide the main repository for customer service focused knowledge, that we then surface via knowledge portal and chatbots.
- The customization that is possible is a strong point.
- When used properly, it is performant and highly available.
- The admin and author UI are very dated, and heavy.
- The reporting in not intuitive to a business user without a SQL background