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.
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.