Cloudy with a chance of Service
March 23, 2018

Cloudy with a chance of Service

Rhianna Albert | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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.
Whether it is an agent, customer, payer, provider, patient, educator or some other type of experience the features available are so malleable that it can fit in almost any scenario. If you support multiple channels and have agents that could benefit from not having to swivel chair all day long I would strongly recommend looking into service cloud.

Oracle Fusion Service Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
10
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.5
Customer portal
10
Social integration
8
Email support
10
Help Desk CRM integration
10

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