Oracle Review (RightNow)
February 27, 2018
Oracle Review (RightNow)
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle IT Service Management Suite
We used Oracle across an entire department, it was how we received our issue tickets and correspond with customers. The Oracle application we used was to document and share issues with other team members and direct problems to the correct department area. It was used specifically by my team to address problems found on our Degree Checklist application for University of Michigan students.
Pros
- It kept a log of all our issue tickets going back many years.
- Oracle made it easy to collaborate on issue tickets and work with my team members.
- It offered a number of features for formatting and inserting images and links, to make our issue tickets resemble an email.
- Oracle helped our department to delegate issue tickets and monitor each other's projects.
Cons
- The search function was very poor, which made it difficult to find our issue tickets in RightNow.
- The Reply feature was kind of messy at times, it was difficult to find out who originally sent in tickets and reply all to people.
- It could have looked a bit sleeker, it looked somewhat outdated in the RightNow function.
- It was helpful because it was our only system for organizing incident reports, and it was where I worked 70% of the time to correspond with our customers.
- The interface was sometimes time-consuming to use, and I wondered if there would have been a more streamlined program to use. It made our work seem slow at times.
- This program did provide us with a back-log of all of our issues, so it was important for us to use to in order to find repeated incident reports.
Comments
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