Oracle Service Cloud is the Way to Go for Knowledge Management
March 29, 2018
Oracle Service Cloud is the Way to Go for Knowledge Management
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle Service Cloud (OSC) is being used for our B2C customer service department. It is used for the full consumer journey to record data, use analytics, share our information with knowledge, some use for promotions, and more. It has helped to influence business decisions across the organization and to better serve our consumers.
- It's a wonderful one-stop shop for everything customer service related.
- Has an amazing tool for knowledgebase that is extremely adaptable for use internally with agents and externally for consumers.
- It's entirely customizable--if you can dream, you can do it.
- Knowledge Base archiving is needed.
- Improved visuals for internal knowledgebase usage.
- It seems to be intended for a more email based response team than ours is--I'd like it to be a little easier to adapt to contact centers that are more phone based.
- Ability to have knowledge completely changed the way our contact center functions for the better.
- Full picture data identifies trends quickly so that business decisions can be made.
- Has opened up doors for greater streamlining and use of technology to improve customer experience.
- Wilke
Oracle is very advanced and easy to use and customize. Being part of the Oracle community as a customer is also a great experience. There is so much support in the using Oracle products and a huge amount of innovation that make using Oracle products a great experience. Oracle is great!