Included reports and the ability to customize are valuable features
February 14, 2018
Included reports and the ability to customize are valuable features
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
We use Oracle Service Cloud (OSvC) to handle and log multi-channel support tickets, provide knowledge to the support org and end-users, and to monitor the customer experience across most support groups regardless of division. We gain a 360 degree view of the customer by using this across channels. We have also been able to utilize built-in survey tools for internal surveys.
- The survey tool is highly customizable and allows us to maintain our surveys in line with surveys delivered by other parts of the business.
- The analytics reports are quite customizable as well, as long as you know to delve into what the data definitions are. Using PHP scripting, you can get data that is not generally available out of the box.
- Workspaces and workflows are relatively easy to customize for admins. They do require some critical thinking and the ability to see big picture, but generally can be customized without the need for IT help.
- The reports module chokes on excess data, but there is easy way to export data, or report on archived data.
- Co-browse is of such limited scope that it is all but unusable for a tech heavy company.
- The documentation is often sparse and at times misleading. Oracle have taken steps recently to try to improve this.
- Oracle touted Social Monitor and social is a growing channel, but Oracle has unilaterally just deprecated Social Monitor.
- Better views of the entire customer experience.
- Integrated feedback mechanisms.