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)8.888%
- 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 8.8.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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February 21, 2019
Oracle and TCS partner in multi-pillar DFS solutions with Oracle Service Cloud at its core
TCS (Tata Consultancy Services) LTD is an Oracle Diamond/Cloud Premier systems integrator (SI) who has been selected as Oracle's GTM SI partner for approx. 2 years in the DFS (Digital Field Service) Cloud space. TCS has use cases and one current client for Digital Field Service (DFS = IoT Cloud Service +Big Data Analytics CS + CX Service -and- Field Service Cloud solutions) and other related opportunities at joint Mfg. and Energy Services clients.
- It does a great job capturing and managing the initial service call request.
- Also, it is great in its APIs and ability to connect with other Oracle Cloud solutions, as evidenced by the Oracle Cloud solutions which make up Digital Field Service or DFS.
- Compelling UI that is inviting and customers can intuitively use and embrace.
- Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
- Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
- Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
February 19, 2019
Oracle Service Cloud is Great for Customer Service!
Oracle Service Cloud is only used by the customer service department. It is used so Academy Sports is available to talk with our customers in the manner they choose; email, phone, chat, or social. It allows the customer contact history to reside in one system so no matter who speaks to the customer next they will see how they have been helped.
- It can create bulk mailings when customers need to be reached in groups after purchasing the same product.
- Service Cloud can be scripted to respond to customers without any manual direction. For example, if asked where stores are located, the system can return the web page with that exact information.
- Reporting. The system comes with many canned reports but since the database architecture is not visible, it's difficult to decide how tables are related.
January 22, 2019
Oracle Service Cloud - eventually
We use Oracle Service cloud with a view on campaigns in which I have less visibility, but on the recruiting side as well. This is used to gain more knowledge and/or log issues and get technical expertise.
- many options for finding solutions
- easy to navigate
- great tracking of tickets -- remembers who you spoke to and the next steps
- initial login -- nightmare
- follow-up usually always needed and not fixed quickly
December 21, 2018
Make your representatives skilled interviewers!
Oracle Service Cloud is being used as an end-user support tool in the technical support department at our company. It allows technicians to more easily connect with our patients, address their concerns, route date to R&D and even ship replacement product if needed.
- OSC allows for an in-depth interview process which enhances patient satisfaction.
- OSC follows a logical flow to lead the technician to an appropriate diagnosis and allows for customer diagnostics should the need arise.
- OSC has the ability to draw from other integrated systems for information that we may need to facilitate quick, efficient call control.
- OSC advises users with easy to read dialog boxes and other activity information.
- OSC relies heavily on network information for travel which can at times be inconvenient.
- OSC integration with third-party products is a bit iffy when compared to other solutions.
- OSC required a lot of third-party custom code at the beginning of our implementation.
December 20, 2018
Oracle Service Cloud - Customization a Win!
Our team used Oracle Service Cloud to communicate with both internal and external customers in an eCommerce Retail setting. It was used solely by the Customer Service team within our organization.
- The ability to customize views to individual team members or groups of team members was nice. We were able to set up queues based on knowledge levels so that newer team members didn't even see customer inquiries on more advanced-level topics.
- The ability to pull analytical reports was a great added feature, as there were a variety of options available depending on what the need was.
- The ability to see productivity stats was an effective tool to see how each team member was doing and how much work they were able to accomplish on any given day.
- We struggled when moving to Oracle Service Cloud from our previous platform. While the options are endless in how you can set up your own internal platform, there was a definite learning curve to the usage and terminology.
- The platform felt a bit clunky in that it always seemed like it should be more user-friendly to representatives utilizing it but there were no options to actually make it more user friendly.
- The platform itself was a very large file and resulted in slowness on some of the older workstations we have.
December 20, 2018
Thinking of Oracle Service Cloud: Go for It
Oracle Service Cloud is basically used for our business clients. Our organization uses Oracle Service cloud for taking customer calls by web, email, or chat. Also, the self-serve feature is super good, and we have taken advantage of it for many organizational implementations. It helps us to keep tracking of all the expenses, which in turn helps us serve the customer better.
- It is extremely customizable. Whatever you think, you can achieve.
- I like the console screen/view which helps me to keep an eye on my work in a single screen.
- The path to centralized data access is very quick and easy.
- Workflows can be built just by understanding Visio diagrams, which helps non-programmers.
- As far as I experienced, Service cloud is not supportive for sales agreements.
- Processing speed is quite slow.
- Due to low speed, it takes time when creating new packages.
- Sometimes it is difficult to upload documents.
November 15, 2018
Oracle Cloud
We are planning on moving all our non-production environments to the cloud in 2019. Currently we are just experimenting with PeopleSoft PUM and demo databases. Since all of our environments are copies of prod we need to be comfortable with the security and how it works in the cloud before we will move any environments that has county data in it. We are ensuring the data connection and our firewall rules can be expanded to include our cloud environments and our security team feels it's a secure environment to be in. We are not making this journey alone we are getting an implementation partner to help us with the setup and setting up the roles for administering the cloud. We have a central network team that will need access to the environments to ensure that our firewall rules are enabled in the cloud.
- Provisioning environments has been very easy for us, happening in a matter of minutes.
- Backing up data from our demo environments has been easy and quick.
- So far setting up admin roles for high level admins has been pretty easy.
- Notifications for overages has been really easy
- Setting up thresholds for environments to minimize overages
- Getting our cloud rep from Oracle was a little challenging, they wanted us to set up the cloud quickly so they could get paid then it was a little more difficult to get help. Granted we are not currently a big player in the cloud game with only a spend of $150K for this year.
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.
September 28, 2018
Oracle Service Cloud... two years of mixed feelings
Oracle Service Cloud is used in our organization mainly by the contact center (although other service providers, such as customer success managers) also use the standalone co-browse module to assist our customers. Service Cloud allows us to offer a chat channel to our customers and to measure the success and efficiency of this channel.
- 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.
June 19, 2018
A Complete Service Suite - Oracle Service Cloud
Oracle Service Cloud is being used by a couple of our clients for providing support to their customer base. As the customers used different touch points like the WEB, Social and Mobile Devices, the Oracle Service Cloud provides multi-channel ticket management services which help to cater to customers using different touch point system. Its tight integration with various social media platform helps to understand what customers have to say about the service and quickly address their issues and concerns.
- 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.
April 30, 2018
user review
Score 9 out of 10
Vetted Review
Verified User
Oracle Service Cloud is used as our primary customer relationship management tool, not only to store customer data and contacts, but it also serves as other means of contact by allowing customers to chat with us or submit electronic tickets for our specialist to review and handle.
- 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.
April 27, 2018
My Oracle Service Cloud Review
Score 8 out of 10
Vetted Review
Verified User
It is being used mainly by Customer service representatives and operations support specialists; a small portion of people in the sales team use it. One of the main things we use it, for now, is other channels of communications with our customers such as self-help, chat, ask a question and email.
- 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
April 13, 2018
CX Review
Score 10 out of 10
Vetted Review
Verified User
CX has been in use for several years to maintain the USAF human resources informant and case management. We are now implementing OPA into CX. We service All USAF members current and retired. Over 1 million served.
- 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.
April 10, 2018
Oracle rocks
Score 9 out of 10
Vetted Review
Verified User
Using service cloud to help track the customer experience with various data points. Service cloud has helped us develop a back-office servicing channel to move away from front line customer service representatives; savings us on overall efficiency as an organization as well as improving the customer experience.
- Great reporting
- Ease of use for user
- Open APIs
- More advanced reporting
April 05, 2018
Great Product with a Great Foundation
We use Oracle Service Cloud (OSvC) as our main customer service application to track contacts. We log all calls, emails, texts, and chats. It provides a 360-degree view of the customer for an agent to understand all of their interactions with us. It's mainly used by CS agents and support staff, but many departments use the reporting we supply to understand customer behavior and improve customer experience.
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.
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.
April 05, 2018
Best product for providing a great customer experience
Score 9 out of 10
Vetted Review
Verified User
We use Oracle Service Cloud for both Opportunity Management and for Incident Management. We also use it for web self service. It allows us to reduce inbound call volume since clients can find answers to basic questions on the web, it provides more visibility into sales activities and allows us to move away from managing a lot of our processes via spreadsheets.
- 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.
April 04, 2018
Want 100% CSAT? - Get Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
As partners, we implement Oracle Service Cloud for a variety of customers from different verticals. Typically, most of our implementations for our core customers are done in the Americas in the whole of organizations and expanded out globally.
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.
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.
April 02, 2018
Basic customization and quick edits for business users
Score 7 out of 10
Vetted Review
Verified User
We are transferring tickets from department to department, tracking call stats, handling emails from customers, and have 4 internal chat systems. The OSC allows us to very quickly stand up new features and continue to improve on them with ease, but we eventually hit a wall with the out of the box functionality and need to supplement it with add-ins.
- 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.
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.
Service Cloud is being used by our largest Contact Centers across the organization to track customer support interactions and provide visibility to management.
- 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.
Oracle Service Cloud (OSC) is being used for our B2C customer service department. It is used for the full consumer journey to record data, use analytics, share our information with knowledge, some use for promotions, and more. It has helped to influence business decisions across the organization and to better serve our consumers.
- 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.
March 29, 2018
Best in Class CRM Product
Score 10 out of 10
Vetted Review
Verified User
We collaborate with Oracle in order to deploy Oracle Oracle Service Cloud technologies to consolidate information and to enable the customer's organization to realize the value of SaaS. This then provides a foundational release of core Customer Service functionality and extended facility of Seamless Multi-Channel/Self-Service capabilities. On another specific note, for transformational IT consolidation, Oracle Service Cloud being an industry-focused application helps our clients move their businesses swiftly and safely to the cloud. It greatly helps our clients resolve their end-users' queries in all the possible communication modes which in turn reduces their business cost.
- Incident and Problem Management
- Self Help Community
- Multi Channel Help
- Co-browse
- Social Monitoring
- Detailed documentation on CTI from the scratch
March 27, 2018
Great CRM Application
Score 8 out of 10
Vetted Review
Verified User
Oracle Service Cloud is used as our primary CRM application. We manage our customer interactions via our call center via incidents and chat.
- 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
March 23, 2018
Cloudy with a chance of Service
Score 10 out of 10
Vetted Review
Verified User
Oracle Service cloud is used by our managed services group in the professional services team. We primarily manage phone and email channels and have knowledge as well. It keeps track of SLAs, billable time and number of calls per customer to name a few.
- 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.
February 15, 2018
What now? Answer is Oracle Service Cloud.
Score 9 out of 10
Vetted Review
Verified User
Oracle service cloud is used to address the incident management vacuum we previously had. It has taken our customer service to a whole new level. We are able to monitor customer satisfaction and agent performance. Incident management in combination with analytics it works very well. The most important part of the story is we have been able to customize our workspaces to collect the right kind of data we need.
- Reporting.
- Customization.
- Interface.
- 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.