Item: Oracle Fusion Service
Rating: 10
Author: Rasheed Ahamed

Overall Satisfaction with Oracle Service Cloud

Use Cases and Deployment Scope

We collaborate with Oracle in order to deploy Oracle Oracle Service Cloud technologies to consolidate information and to enable the customer's organization to realize the value of SaaS. This then provides a foundational release of core Customer Service functionality and extended facility of Seamless Multi-Channel/Self-Service capabilities. On another specific note, for transformational IT consolidation, Oracle Service Cloud being an industry-focused application helps our clients move their businesses swiftly and safely to the cloud. It greatly helps our clients resolve their end-users' queries in all the possible communication modes which in turn reduces their business cost.

Pros and Cons

Pros

Incident and Problem Management
Self Help Community
Multi Channel Help

Cons

Co-browse
Social Monitoring
Detailed documentation on CTI from the scratch

Return on Investment

Reduced Call Volumes by solving the queries of the customer just by finding absolute Knowledge Base article.
Easy, Efficient and Effective solutions for all business processes
Shorter time consumption to be in production which results in guaranteed ROI in six months

Alternatives Considered

Oracle Sales Cloud

Likelihood to Recommend

Oracle Service Cloud is well suited in the case of knowledge management which highly reduces the chances of incidents but the agents have to bear with its snail slow processing speed. Appearance wise it looks like an old application.

Oracle Fusion Service Feature Ratings

Comments

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