user review
Updated April 30, 2018

user review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is used as our primary customer relationship management tool, not only to store customer data and contacts, but it also serves as other means of contact by allowing customers to chat with us or submit electronic tickets for our specialist to review and handle.
  • great for customizing reports, dashboards, get the nitty-gritty details you need.
  • serves as an excellent customer facing tool - we launched our customer portal making knowledge base, case historic records available for customers and they love it.
  • ability to integrate with many other applications/services
  • co-browse has latency and intermittent issues, this often is seen as a downside of otherwise a great tool to troubleshoot and assist customers
  • content editor for answers is somewhat complex and either take some time to get to know it and use the best of it, not as user-friendly as one would expect.
  • drive customer contacts to chat, aaq instead of phone.
oracle service cloud was our choice.
Robust data dictionary to build and customize reports and dashboards needs development on add-ons such as co-browse, has latency and intermittent issues. Answer versioning has made huge improvements on the content update but, as efforts are added to enhance, some features' displays were taken off.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
9
External knowledge base
9
Internal knowledge base
9
Customer portal
9
Social integration
Not Rated
Email support
9