Oracle Service Cloud Does the Job
November 11, 2016

Oracle Service Cloud Does the Job

Joshua Tobiansky | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Oracle Service Cloud

We are currently using Oracle Service Cloud to handle all customer and internal requests. It also tracks our customer survey scores and calculates NPS. Customers log into our portal to submit their service requests. We also use to communicate between various departments within our company. It makes for a very organized flow of assisting customers when requests need to be transferred between different organizational groups to ensure the correct team is helping.
  • It does an excellent job of organizing our customer surveys and providing NPS.
  • It organizes our customers into the various groups that directly support them.
  • It does a good job at letting us know how our support center reps are doing.
  • New patches and updates from Microsoft tend to have negative effects on service now. For example, the latest Windows update is causing any new Incident to show up with zoomed in font. Always need to CTRL-0 on every incident to see it correctly.
  • Better assist customers.
  • Be able to react faster to negative comments from customers through surveys they provide.
  • Better way to collaborate between departments.
It is very good for managing a large customer base. We have our customers assigned by a range in which they pay. Service Cloud allows us to put customers into a specific class and open their incidents in a queue for the support team that assists them.

Oracle Service (formerly Oracle Service Cloud) Feature Ratings

Organize and prioritize service tickets
10
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated