Great CRM Application
March 27, 2018

Great CRM Application

Erik Henley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is used as our primary CRM application. We manage our customer interactions via our call center via incidents and chat.

Pros

  • The Chat Functionality add another avenue for customer interaction
  • The ability to build out Workspaces and Workflows for our Agents.
  • The Messaging functionality to send auto-responses and surveys.

Cons

  • Workspace development drag and drop functionality
  • Some difficulty in using the sizing of areas in the Workspace development functionality
  • Some difficulty in running reports occasionally that require additional database joins and filtering to get the report to run
  • Has decreased our costs of servicing our customer interactions year over year
  • Allows multichannel interactions with our customers which they like
  • Has allowed us to improve upon our Company NPS scores from our customers
  • ADP AdvancedMD
Far greater options for designing and development of what is needed for a company's management of customers
We switched from a previous Chat application, which did not work well, to the Oracle option and it was far better at not dropping chats or freezing during chats.

Oracle Fusion Service Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
9
Self Help Community
8.5
External knowledge base
9
Internal knowledge base
8
Multi-Channel Help
9.0
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

Evaluating Oracle Service Cloud and Competitors

Not Sure
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
The previous application did not meet the growing needs of the company.
I, unfortunately, was not here for the vetting process of the application.

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