Item: Oracle Service
Rating: 5
Author: Guy De Backer

Overall Satisfaction with Oracle CX Service (formerly Oracle Service Cloud)

Use Cases and Deployment Scope

We mainly use Oracle CX service as a knowledge base to help in the support of the customers of our products. We've been using it for years, to store documents and how-to's that help us in assisting our customers (both installers and end users) of our wide range of consumer goods.

Pros and Cons

Pros

Manage our set of how-to documents.
Make this information available via the internet.
The search capabilities.

Cons

The management is difficult.
The backend is chaotic.
Too many options make it a complex tool to maintain.

Return on Investment

It helps us lower the resolution time of customer tickets.
Our customer support team can focus on real problems.
Management of our knowledge base is centralized.

Ease of Integration

We currently don't have any integrations with the tool.

Alternatives Considered

Freshdesk

Mainly because of the name Oracle, it's a world leading company backed by a large user community in a broad range of different products. We needed the certainty of good support team behind the product and Oracle could deliver on this much better.

Other Software Used

Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Microsoft 365 (formerly Office 365), Qlik Sense

Likelihood to Recommend

Oracle Service Cloud is well suited as a tool to manage end-user information, such as how-to documents to help them solve the problems they run into. That the platform runs in the cloud is a plus since it lessens the pressure on the IT team, because it can focus on the non infrastructure part of the maintenance of the tool.

Oracle Service Feature Ratings

Comments

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