Cloudy with a chance of Service
March 23, 2018
Cloudy with a chance of Service
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle Service cloud is used by our managed services group in the professional services team. We primarily manage phone and email channels and have knowledge as well. It keeps track of SLAs, billable time and number of calls per customer to name a few.
- Best of breed knowledge base. It is even better now that it offers knowledge foundation and knowledge advanced for companies with very large and complex kdbs that have multiple sources.
- Chat with engagement engine is very powerful allowing for a proactive chat to pop based on specific criteria.
- Workflow is very easy to use, no programming experience needed. A business analyst that can follow a Visio diagram can build workflows.
- Chatbots are on the roadmap and are coming so I wouldn't really call it missing.
- Browser UI has really matured but there are still a few features from the application that are on the roadmap.
- We have seen an increase in CSAT
- We have had an increase in Operational efficiency
- We have had a decrease in time to train new employees
When we chose Service cloud it was because of the robust offerings it had for service, marketing, opportunity tracking and knowledge. These are still very true today. I think without a double the ease of configuration is the number one reason we selected Oracle Service cloud.