Our go-to solution to open our vast product knowledge base to our customers
December 08, 2020

Our go-to solution to open our vast product knowledge base to our customers

Guy De Backer | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Oracle Field Service Cloud (legacy)

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

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.
  • Manage our set of how-to documents.
  • Make this information available via the internet.
  • The search capabilities.
  • The management is difficult.
  • The backend is chaotic.
  • Too many options make it a complex tool to maintain.
  • 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.
We currently don't have any integrations with the tool.
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.
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 Fusion Service Feature Ratings

Organize and prioritize service tickets
7
Expert directory
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
External knowledge base
8
Internal knowledge base
8
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
7
Help Desk CRM integration
Not Rated