Oracle Right (Oracle Service Cloud) was an important evolution in the management processes of the groups ombudsman channel
May 02, 2025

Oracle Right (Oracle Service Cloud) was an important evolution in the management processes of the groups ombudsman channel

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Oracle Field Service Cloud (legacy)

Overall Satisfaction with Oracle Service

We use several Oracle solutions in our organization, and one of the most relevant in my daily work is Oracle Service Cloud (CRM), which supports operations in our customer service channel. Its implementation marked a significant improvement in our department’s processes, streamlining operational routines and increasing efficiency in customer interactions. Without a doubt, it was a crucial enhancement that contributed to the quality and agility of our service.

Pros

  • Integration with other internal systems
  • User-friendly interface and efficient data processing
  • Cloud-based service with access from anywhere

Cons

  • Complexity in rule creation
  • Lack of integration with Active Directory
  • Elimination of manual tasks with risk of human error
  • Reduction in response time
  • Improved learning curve for new employees
  • Productivity gains
Oracle Right (Oracle Service Cloud) and sometimes presents some bugs and/or errors. Sometimes, the contact is automatically deleted by the tool, among other situations that end up impacting the business area's operation.

Do you think Oracle Service delivers good value for the price?

Yes

Are you happy with Oracle Service's feature set?

Yes

Did Oracle Service live up to sales and marketing promises?

Yes

Did implementation of Oracle Service go as expected?

Yes

Would you buy Oracle Service again?

Yes

Oracle Right (Oracle Service Cloud) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel).

Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool.

Oracle Service Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
7
ITSM collaboration and documentation
8
Ticket creation and submission
8
Ticket response
8
Self Help Community
7.0
External knowledge base
6
Internal knowledge base
8
Multi-Channel Help
8.0
Customer portal
8
IVR
8
Social integration
8
Email support
8
Help Desk CRM integration
8

Comments

More Reviews of Oracle Service

  1. Home
  2. Help Desk Software
  3. Oracle Service Reviews
  4. User Review of Oracle Service